Utility Billing director reports 38-minute average wait times and explains the 311 routing

Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: Utility Billing Director Jennifer Gonzalez reported an average call wait time of 38:18 in August 2026, compared with 5:12 in August 2025, against a goal of three to five minutes. ^[1][2]

Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: An average of 9.6 agents per day took calls in August 2026, compared with 18.2 in August 2025. Gonzalez attributed the decline to turnover that began before and continued after the new billing system's go-live, said five positions had offers out, and said training new hires takes time. ^[1][2]

Coverage of the September 22, 2026 presentation reports different August 2026 call volumes.

Jennifer Gonzalez, Director of Utility Billing, City of Amarillo: Gonzalez said the City has two call centers, a utility billing call center and a 311 center that handles general informational questions, and that 311 callers with billing issues are routed to utility billing. She said callers keep their place in line and receive a callback when they reach the front of the queue; asked by Mayor Cole Stanley about the callback time after calling 378-3000, she said it was about 38 minutes. ^[1]

Cole Stanley, Mayor of Amarillo: Mayor Cole Stanley said, "I'm not sure that 311 is working accurately or efficiently," said complaints he receives often come from people who waited on hold only to reach the wrong department, and asked that callers be told the expected wait; Gonzalez said she would ask the software vendor about adding that option. ^[1]

Don Tipps, Amarillo City Councilmember: Councilmember Don Tipps asked about call center staffing being down by about half from the prior year.^[1]

The September 22, 2026 council agenda listed item 4.4, "Utility Billing Customer Service & Water Usage Update."^[3]