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The city of Glendale, Arizona, provides a variety of services including water, sewer, residential refuse service, landfill management, property irrigation, collection and disposal of commercial refuse, and aircraft tiedowns at the municipal airport. The diversity of services and the number of organizations responsible to prepare the bills presented the City Information Systems staff with many billing problems. This paper examines the progress Glendale, Arizona, has made in the first steps of its long-term billing improvement plan. Customers could receive as many as five separate monthly bills for different services from the city. Using relational database management software, the Information Systems department was able to streamline the billing system. One of the biggest changes was from a customer-based orientation to a service-based orientation. See more