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Case Study

Acworth City

Acworth City Georgia

“Edmunds GovTech’s software solutions are incredibly user-friendly and made the transition from my previous role much smoother during my initial onboarding with the City. The software suite is a fantastic tool that keeps our staff and residents connected while offering integrative, time-saving features.”

Diana DeSanto
Deputy City Manager of Support Services

Who They Are

The City of Acworth is nestled within the foothills of the North Georgia Mountains in Cobb County, GA. Known as “The Lake City,” Acworth also resides along the banks of Lake Acworth and Lake Allatoona in the Atlanta region of the state.

The City of Acworth became a client of Edmunds GovTech (EGT) in 2013, marking a partnership spanning over a decade. Diana DeSanto, Deputy City Manager of Support Services, has been with the City since 2019. Before joining Acworth, Diana worked at another local government entity utilizing EGT’s software.

What They Handle

Acworth serves over 22,000 residents and employs nearly 240 local government employees. They handle billing for 6,500 electric customers and 7,200 garbage sanitation customers. Among those using the electric services are customers who also utilize solar power. The City’s operations run on numerous modules from Edmunds’ product line that help them streamline their processes.

How Edmunds GovTech Makes an Impact

One of the favorite modules among the City’s staff is Edmunds’ Online Service Application (OSA) solution for Utility Billing & Collections. From implementation to go-live, Acworth has found great success with the added features. OSA makes it easier for customers to apply for service from their home, rather than coming to the office. In addition, the City can easily create a service order to take care of the customer’s request with the click of a button.

“During the implementation of Edmunds’ Online Service Applications solution, we were frequently in touch with our Customer Success Manager,” said Diana DeSanto. “Having an open line of communication with EGT’s dedicated staff allowed us to frequently relay ideas to ask what was possible within the new module as our staff came up to speed with it. We were able to clean up small nuances and adjust things to better enhance our processes.”

Now that EGT’s Online Service Applications solution is live, Acworth’s Customer Service Representatives enjoy the processes involving OSA so much more. Throughout the summer, the City processes around 100 weekly read-ins and read-outs for rental units within their community. EGT’s OSA module saves them about 5 minutes per transaction, providing considerable time savings during their busy season.

Customers of the City also enjoy the benefits of the Online Service Application module and the option for online payments. Prior to implementing OSA, residents had to visit in person to fill out paper applications. Now, with the newly implemented online forms provided by the module, residents can accurately and efficiently input their information online to set up services and pay.

With the Atlanta area frequently experiencing significant postal service delays, Acworth implemented text messaging alerts through EGT’s system to notify customers with outstanding balances who are approaching their due dates. This feature enables the City to connect with customers effectively, reduce late payments, and ensure a smooth and simple payment process for the community. Along with the core operating environment, the import and export features included with EGT’s solutions have also proven to be very helpful for the City, as they work well with other systems utilized by Acworth.

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