Palm Coast government’s Customer Service Utility lobby at 2 Utility Drive will be permanently closing on October 18. The move will help the city free up customer service representatives to serve people on the phones to cut down on hold times, which has significantly increased in recent years, a city spokesperson said.
“This decision exemplifies our commitment to enhancing operational efficiency,” Interim City Manager Lauren Johnston told the City Council. “Instead of adding more staff to the budget, we conducted a thorough efficiency analysis, considering factors such as foot traffic at both payment locations, call volume, and wait times. With the growing trend toward online billing, it became clear that we could improve service by reallocating resources and leveraging technology. This data-driven approach will help reduce call wait times and streamline our operations.”
While the lobby will be closing, there are still multiple convenient ways to manage your utility services:
- Online Services: Residents can easily pay their bills and manage their accounts online via Palm Coast Connect, our citizen centric customer service portal.
- Phone Support: For those who prefer to speak with a representative, customer service assistance is available by calling 386-986-2360.
- In-Person Services: Residents can visit City Hall, located at 160 Lake Avenue, where our staff will be happy to assist with any service needs.
These options reflect the preferences of the majority of residents, who already choose to pay their bills online–helping to cut down on paper use–making this transition as smooth as possible.
To provide ample notice, the office at 2 Utility Drive will not close until October 18. Please note that the drop box at this location will be removed on September 15. After this date, no payments should be left at 2 Utility Drive after hours. For your convenience, a drop box is available at City Hall, 160 Lake Avenue in Palm Coast’s Town Center.
“We appreciate your understanding and cooperation as we make these improvements to better serve you,” the city said in a release. “ur goal is to ensure that all residents have access to the services they need in the most convenient and efficient manner possible.”
For more information, please visit palmcoast.gov/connect or contact Palm Coast Customer Service at (386) 986-2360.
Billy B says
The way this own operates I would never have auto pay, My information was compromised once and that was enough!!!
Nephew Of Uncle Sam says
“These options reflect the preferences of the majority of residents,…” Really? I’d like a number on how many were surveyed. Nothing like driving miles out of the way to drop it in the box now. I like to mange my accounts with a check, the problem with mailing it to them is it takes a week before they ever receive the payment.
Happy pet owner says
So mail your check a week earlier!
Shelley Caryl says
How can the city close the one and only “convenient” way to pay a bill. (Online may be good for some, but I’ve had “inconvenient” consequences to that method), so now I must either drive for 30 minutes or more (remember increased from “growth” traffic) from my home to the town center (so convenient?) or to the post office with a first-class stamp! Lordy mercy, does no one have an common sense anymore. Why remove the drop box? I truly don’t believe they have any idea who they really work for…
R.S. says
What irony: saving labor cost by technological procedures. Another way of trickle-up economics, enriching the upper classes.
JC says
Some of these comments here are sad. Things are moving online for payments since it is cheaper for governments to accept online ACH that way. Get on with the times.
Shark says
Yep = do it on line and get all of your information compromised. Just had it done to my ATT and Aetna accounts. Do you actually think – the way this town operates – that your info will be secure ?
Celia Pugliese says
Administrators keep cutting services but adding personnel and some at six figure pay!
Tom says
All to save 30k is what I’m hearing. This was a poor decision on managements part and should of been brought to council and public comment. Looks like you could save more by removing a CS position now that the front is closed.
James says
Removing the drop box just shows how little this city cares about the needs of its citizens in my opinion.
Clark says
I guess they need longer breaks during the day and for lunch !!
Willie says
I guess they think it’s more convenient for someone who lives in the F or C sections to have to go all the way to the Taj Ma Hall.
Nephew Of Uncle Sam says
Yep, no reason they couldn’t have two drop boxes.
Hmmm says
Geez. Palm Coast has some real cry babies. Complain about everything. If you dont want to drive further, pay online. Its that simple.
Emoji says
Cry babies? 👶
I don’t think folks are cry babies 👶 when they now will have to drive 🚗🛻🚐🚗🚑🚓🛻(using up gas ⛽) all the way to ghost 👻 town center 🏜️ just to drop 📮 their bill 💸 off. And what about the other services? Not always easy talking to a robot 🤖 🪨 is it?
Just 🐂💩 to drive 🛻🚗🚙🚗🚚🛻 traffic into that foreign 🗾 country they call town center 🏜️.
They 🦧 should have kept the📮.
Atwp says
Signs of the times, until a storm knock everything out of whack. Is it a wise decision? A lot of people can’t do online bill paying. We will see what happens in the future.