Modernizing the Hazardous Waste Billing Process

Working with the state’s Department of Information Technology, the Division of Waste Management’s Hazardous Waste Section successfully modernized its outdated and inefficient paper billing and collection process with an online solution.

Author: Laura J. Leonard

Working with the state’s Department of Information Technology, the Division of Waste Management’s Hazardous Waste Section successfully modernized its outdated and inefficient paper billing and collection process with an online solution.

“Using the new Customer Relationship Management, or CRM, system for fee billing and collections has really streamlined the process, eliminating errors and delays associated with manual data entry and paper billing,” said Division of Waste Management Deputy Director Julie Woosley.

The old process required pulling data from a federal database and using an out-of-date software system to generate the paper bills, and then a third-party for printing and mailing. The obsolete software often broke down, requiring additional maintenance and support.

The move to a CRM solution for the hazardous waste billing processes improved workflow, minimized waste within the process, and ended most of the manual data entry. The paper-based system was replaced with automatic daily electronic data transfer directly from the federal RCRAInfo program to create automated bills.

Facilities now receive electronic notifications with a link to pay online, greatly decreasing the errors and customer service calls associated with this process.

“Combined with electronic billing by email and online credit card payment options, the process is easier for customers and has resulted in faster, more accurate accounting and fewer late payments. Staff spend less time on errors and collections and more time on customer service and other important tasks,” said Woosley.

Completed in mid-2019, the conversion resulted in a more efficient and user-friendly system, with significant improvements in customer service. Custom reports can be generated for multi-site managers and communications are shared and visible for all staff members who use the software, eliminating delays and ensuring responsive service.

“Customer service has improved exponentially because staff have faster access to customer information, so questions get answered more quickly as well as accurately,” concluded Woosley.

Learn more about the Department’s efforts to modernize the permitting process though the Permitting Transformation Program.

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