Case Study: Polk County Water Authority achieves fewer cutoffs and automated payments with Tyler Technologies' Incode IVR

One Small Change, Several Big Benefits

Polk County Water Authority in Cedartown, Georgia serves about 27,000 customers with just 14 full‑time staff (five customer service reps). Routine phone payments—35–70 calls per day lasting 5–10 minutes each—created constant interruptions, long cutoff lists and unnecessary foot traffic, making it hard for staff to focus on other work.

The authority implemented Tyler’s Incode Utility Billing IVR so customers can enter account info, hear their balance and pay by card; payments post to cash collection packets for staff to close. The change averages 379 IVR calls/month (7.8 minutes each), saves roughly 49 staff hours/month, reduced cutoff lists from as many as 30 to commonly 3–15, and cut office foot traffic by about 15%, freeing staff to work more efficiently.

Polk County Water Authority

Jill Price

Office Manager