Target Audience: General Managers, Office Managers, Office Staff, and Board Members Gary Sanders has over 40 years’ experience developing and implementing utility billing software and consulting with utilities and municipalities. In this presentation, Mr. Sanders draws from his experience in working with over 200 utilities and municipalities to examine how utilities can more efficiently staff their utility business offices. Gary conducts two biennial surveys for utilities - the Utility Fee Survey in odd-numbered years and the Utility Staffing Survey in even-numbered years. This presentation will draw from the results of the 2024 Utility Staffing Survey. The results for each of the surveys can be found on Gary’s website at https://utilityinformationpipeline.com/surveys/. During this presentation, participants will complete a worksheet to calculate the number of accounts billed annually per office employee. Accounts billed annually per office employee is the key metric to compare the relative efficiency of business office staffing for different offices. Once they know this value for their utility, participants will be able to compare themselves to similar-sized utilities who participated in the 2024 Utility Staffing Survey. This session will also look at labor-saving methods other utilities have employed to enable their offices to function more efficiently. These include meter reading, bill printing, mail payment processing, phone credit card payments, and service orders.