Office Hours: Monday - Friday (8:30AM - 5:00PM) Office Phone: (302) 736-7058 Office Fax: (302) 736-7193 Director: Terry Tieman Contact us: ttieman[at]dover.de.us For billing inquiries or Customer Service issues, please contact our Customer Service Dept. at 736-7035 or Email CustomerService[a]cityofdover.com Mailing Address: City Hall - The Plaza P.O. Box 475 Dover, DE 19903-0475 Larger Photo Driving Directions Map The Customer Service office is located in Weyandt Hall at 5 East Reed Street, on the corner of S. State Street and Reed Street.

Customer Service

• Prepares, implements, and manages the annual departmental budget.
• Provides day-to-day coordination and management of department activities.
• Formulates goals, objectives, and priorities for the department.
• Prepares nearly 23,000 monthly utility bills, miscellaneous bills, and special assessment bills as needed.
• Receives nearly 24,000 payments per month from customers for all City bills, and completes all steps in processing up to making the daily bank deposits.
• Manages all inquiries and questions related to outstanding/unpaid accounts. Collects bills through notices of non-payment, cut-off of services (593 average per month), court cases, and the use of collection agencies.
• Maintains internal accounting controls on all billing and collection activities.
• Manages electric and water/wastewater customer services to include opening new accounts, maintaining equalized payment program, closing existing accounts, answering billing questions, processing name changes and address changes, and all other work order services.
• Responds to all inquiries and billing problems for special assessment and miscellaneous billings.
• Prepares the budget package including budget guidelines, verifies initial department submittal, maintains the computerized budget program, assists in reviews with department heads, and prepares the budget document.
• Prepares the Capital Investments Plan package including capital investments plan guidelines, verifies initial department submittal, maintains the computerized Capital Investments Plan document, and prepares the Capital Investments Plan document.
• Prepares supplemental customer information for distribution in monthly utility bills. This includes Customer Quarterly newsletters and flyers highlighting specific services and information.
• Staffs the City general information phone number.
• Supervises the Meter Reading division.
• Oversees the billing and collection of approximately $6.9 million in property tax revenues.
• Administers property tax sales for delinquent accounts as needed to insure collection of all tax revenues.