Frequently Asked Questions

Watch the full update through the meeting recording.

Apex Recognized Among Top Small Cities

• WalletHub named Apex in the top 1% of small cities in the U.S.
• The review utilized 45 different metrics focusing on small-to-medium sized communities (populations between 25,000 and 100,000).
• Apex ranked first in North Carolina and third in the entire country in this assessment.

Economic Development and Tourism Focus

• The Economic Development department is ramping up tourism efforts, which was a priority set through this year's budget process.
• Apex will be featured in the "Tarheel towns" section of Our State magazine, marking the first statewide tourism marketing effort by the department.
• The town will also be featured in Our State magazine's Reels in May/June of 2026.

Infrastructure and Planning Updates

• The Olive Chapel Roadway project is still on track to open in January. NCDOT remains committed and is partnering well with the town despite various hurdles.
• Residents are strongly encouraged to participate in the Peak Plan 2055 public forums to provide input on the long-term plan.
  • Wednesday, October 22nd: 4:30 - 6:30 p.m. at Hope Community Church (2080 East Williams).
  • Thursday, October 23rd: 4:30 - 6:30 p.m. at Apex Town Hall (73 Hunter Street).

October Event Highlights

• Tour of Frights (October 11 - 31): Tour businesses and houses decorated for Halloween/fall from 6 - 9 pm. 
• Scarecrow Row (October 23 - 31): Visit the scarecrows displayed at Apex Community Park.
• Goblins Groove Family Dance (October 25): Fun family event from 5 - 7 pm at the Halle.
• Spooky Tails (October 29): Bring your pup dressed in a costume to Apex Nature Park (5 - 7 pm). Bring a donation for the Wake County Animal Shelter to receive a raffle prize ticket.

Budget Input and Early Voting

• Budget Survey: Residents can provide input through the budget survey. The survey will be open until December 1st.
• Early Voting: Early voting will be held at the John M. Brown Community Center, starting October 25th. Hours vary: 8:00 a.m. to 3:00 p.m. on Saturdays, 1:00 p.m. to 6:00 p.m. on Sundays, and 11:00 a.m. to 6:00 p.m. Monday through Friday. Voting closes on November 1st at 3:00 p.m.

Utility Service and Billing Improvements

Customer Service (SEW and Ask Apex)

• The number of phone calls received by SEW (the customer service vendor for the portal) dropped significantly from over 2,000 in July to 806 in September. The town anticipates a continued drop in October.
• Ask Apex (311 System): The team is resolving nearly 90% of all phone calls (currently 89%). Wait times have decreased significantly, with a low of 1 minute 5 seconds and a high of 2 minutes reported last week.

Billing and Metering

• Missed reads remain low, under 1% (currently around 0.75% or less).
• The average length of billing cycles is returning to normal: Cycle 1 averaged 29.6 days over the last eight months, and Cycle 2 averaged 30.4 days over the last seven months.
• The variance report shows improvement: 93% of the reported variances in the last cycle (Cycle 1) were in the customer's favor, showing lower than expected usage.

Issues Call Log Backlog Reduction

The Town continues to chip away at the backlog of customer service issues (which includes both transition-related issues and routine calls).

• The town is approximately 46% through the backlog, with 497 customer issues remaining to be addressed.
• This remaining log represents only 1% to 2% of Apex’s 30,000+ customers.
• Staff received additional training on Milsoft today related to budget billing, and the town anticipates a breakthrough on those specific issues in the coming days.

Chart: Topics for Utility Billing Calls Received by Ask Apex Staff

Third-Party Recalculation Review

The third-party recalculation review handled by BerryDunn is nearing completion.

• 98% of the 179 reviews requested by customers have been completed.
• Approximately two-thirds of the letters (120) have been mailed.
• The results show that 89% of those reviewed owed Apex (average amount due to Apex: $36.09), while 11% were owed money from Apex (average amount due from Apex to customer: $12.05).
• The town anticipates having numbers on customer satisfaction with the resolutions in the next few weeks.

Watch the full update through the meeting recording.

Utilities and Customer Service Updates

• Utility Bill Redesign: The town is actively working on a bill redesign with vendors. The newly designed bill will be much more detailed and able to display additional information not currently shown. This new bill is expected to roll out in a couple of cycles.
• Call Log Progress: Significant progress has been made on the call log, which is now over 50% complete.
• Ask Apex Performance: The Ask Apex team is currently addressing 85% of incoming calls. The log is expected to get smaller as the live team addresses more calls. The average time to answer calls with Ask Apex is 1 minute 9 seconds (based on the previous week's data).

Data Center Rezoning Request Timeline

The manager provided a rough timeline for the proposed data center, noting that it is still several months in process:

Saunders Lot Construction Update

• Phase Completion: The second phase of the Saunders lot (the former gravel area) has reopened.
• Phase Three Closure: Phase three, which provides access from the lots to the adjacent businesses, is currently closed for work.
• Handicapped Parking: Phase three is the area where the handicap parking spaces will be located, as it is the closest portion to the building.
• Completion Target: The entire Saunders lot is anticipated to be completed around November 7th, contingent on weather.

Upcoming Events and Key Dates

A variety of events and important meeting dates were announced:

• Fall Events: Events include "Scarecrow Row," "Spooky Trails," and the classic concert series.
• Veterans Day Ceremony: A ceremony will be held downtown, and town offices will be closed.
• Early Voting: Continues at the John M. Brown Community Center.
• Weekday hours are 11:00 a.m. to 6:00 p.m.
• The last day (Saturday) hours are 8:00 a.m. to 3:00 p.m.
• Tree Lighting Ceremony (December 5th): The official town tree lighting ceremony will be held at Town Hall in the courtyard area, due to high attendance in recent years, though downtown will still be incorporated into activities.
• Christmas Parade: Scheduled for December 6th.

Remaining Town Council Meetings in 2025

• November 13th (Thursday): The next Town Council meeting is scheduled for a Thursday due to the Veterans Day holiday.
• November 18th: Public Safety work session
• December 3rd: Organizational meeting
• December 9th (Tuesday): The last council meeting for the year

Watch the full update through the meeting recording.

Upcoming Events & Holiday Closures

Residents are encouraged to visit the town website for a complete list of upcoming events as we enter the holiday season.

• Turkey Trot: Scheduled for November 22nd. The Town Manager noted he will be participating in the non-competitive, recreational version.
• Kids Holiday Craft Fair: Will be held on November 23rd at The Halle from 2:30 to 5:00 p.m.
• Small Business Saturday: Occurs on November 29th, the Saturday after Thanksgiving, supporting local small businesses.
• Tree Lighting Ceremony: This year, the event will take place at Town Hall on December 5th, starting from 4:30 to 7:00 p.m. The location change offers more space for activities.
• Rotary Christmas Parade: Takes place on December 6th. An update related to chair placement was provided, including guidance from the Police Department on when and where chairs can be placed downtown.
• Holiday Tour of Lights: Runs nightly from December 6th through the 31st, from 6:00 to 9:00 p.m., featuring registered houses decorated for the holidays.
• Town Closures: Town of Apex facilities will be closed on November 27th and 28th for Thanksgiving.

Budget & Funding Initiatives

Several opportunities are currently available for community involvement in planning for the next fiscal year.

• Nonprofit Funding Applications: Applications for nonprofit funding for the next fiscal year's budget will open on December 1st.
  1. A change in administration this year places emphasis on the impact to Apex residents, requiring applicants to use testimonials to tell the story of their effect on the community.
  2. Awards range from $500 to $20,000. The typical budget limitation is based on a $1 per resident model, around the $80,000 mark.
• Budget Survey: The annual budget survey is currently underway and available on the town's website through December 1st. The theme asks residents to choose "how would you like to choose to spend $5 million" (pretend money) across the town's five strategic goal areas.
• Capital Improvement Projects (CIP) Video: A video providing updates on various CIP projects including Peakway construction, the Tunstall House, and more will be released on Friday.

Community Service and Awards

The Town of Apex was recognized for its dedication to community partnership following a successful service day and food drive.

• Service Day and Food Drive: Team Apex held a service day on November 7th at Western Wake Crisis Ministries, which has now been renamed Neighbor Up.
  1. Approximately 60 employees volunteered, assisting with organizing grocery packages, preparing Thanksgiving meal kits, and assembling bathroom kits.
  2. The facility's food supply is critically low, down to 19,000 pounds in the warehouse, which has a capacity of up to 90,000 pounds.
• Food Drive Results: The town collectively contributed 2,200 pounds of food to Neighbor Up.
  1. The internal competition winner of the food drive was the Mason Street Municipal Building (Planning and Building Inspections Departments, plus the Economic Development Departments), which collected 524 pounds of food.
  2. Brianne Gill from the community engagement department was recognized for her efforts in coordinating the service day.
• Community Partner Award: The Town of Apex received the 2025 Howard Manning Community Partner of the Year Award for its service efforts and partnership with Neighbor Up.

Utility and Customer Service Improvements

Positive progress continues to be reported across customer service and billing processes.

• Ask Apex Performance: The team continues to handle a high volume of calls, addressing 86% of incoming calls in real-time. The average wait time has decreased to about 1 minute and 7 seconds.
• Billing Normalization: The average service period for both billing cycles (Cycle 1: 30.2 days; Cycle 2: 30.1 days) continues to be normalized.
• SEW Contract Discontinuation: The contract with SEW, retained for technical support during the utility portal transition, was discontinued after the first week of November due to a significant reduction (50% from September to October) in utilization. Staff now has the technical skills to absorb the remaining call volume.
• Reduction in Variances: There has been a significant reduction in billing variances: Cycle 1 variances are now below 1,000 (previously around 5,500), and Cycle 2 saw a 50% reduction from October to November.
• Backlog Reduction: The team is actively managing the customer log (backlog) and has reduced it by over 62%. The remaining number in the log is 382. The goal is to clear the log by the end of the year, potentially creeping slightly into January.

Watch the full update through the meeting recording.

Employee & Staffing News

• New Electric Director Hired: Kathy Moyer has been hired as the new Electric Utilities Director. She currently serves as the COO for ElectriCities and is a resident of Apex who previously completed the Peak Academy program. She is scheduled to begin working for the Town in January.
• Annual Employee Awards Ceremony: The Town honored close to 70 employees with service awards ranging from five years up to 25 years, with eight employees achieving 25 years of service.
• Recognized Award Winners:
  • Audrey Killingsworth MVP Award: Jessica Sloan (Water Resources Department)
  • The Closer Award: Emily Woody (Electric Department)
  • Community All-star Award: Ellison Lambert (Parks Recreation and Cultural Resources Department)
  • Team Captain Award: Melissa Stewart (Public Works Department)
  • All-Star Award Team (Employee Olympics): Julia Blonshine, Kendall Hart, and Jenny Jessen
  • Special Administration Peak Award: The Information Technology Department
  • Rookie of the Year Award: Marlene Alvarez (Ask Apex/CDNC department)
  • Coach of the Year: Samantha Ewans (Inspections and Permitting department)
• Spirit Week Winner: The Finance and Billing Department won the Deck Your Desk competition

Budget & Funding Initiatives

Several opportunities are currently available for community involvement in planning for the next fiscal year.

• Nonprofit Funding Applications: Applications for nonprofit funding for the next fiscal year's budget will open on December 1st.
  1. A change in administration this year places emphasis on the impact to Apex residents, requiring applicants to use testimonials to tell the story of their effect on the community.
  2. Awards range from $500 to $20,000. The typical budget limitation is based on a $1 per resident model, around the $80,000 mark.
• Budget Survey: The annual budget survey is currently underway and available on the town's website through December 1st. The theme asks residents to choose "how would you like to choose to spend $5 million" (pretend money) across the town's five strategic goal areas.
• Capital Improvement Projects (CIP) Video: A video providing updates on various CIP projects including Peakway construction, the Tunstall House, and more will be released on Friday.

Utility Operations & Customer Service

• Electric Meter Exchange Program Underway: The water meter exchange program is completed (pending final checks). The electric meter change out has begun, with 4,000 meters completed so far and roughly 28,000 remaining. Completion is anticipated by next fall. The success read rate for the electric meters is high, currently at 99%.
• Ask Apex Performance: The Ask Apex team is addressing 90% of incoming calls, with the remaining 10% referred to other departments for expertise. The average wait time for call answering is 1 minute and 31 seconds.
• Billing Variance Decline: The volume of utility billing is decreasing, which is a positive indicator. Anomalies flagged in the variance report are also declining; Cycle 1 variances dropped from 5,469 in October to 865 in December. Cycle 2 variances dropped from 5,919 in September to 1,125 in November (with anticipation of being lower in December).
• Backlog Resolution Progress: The Town has hit the 75% mark for resolving the backlog of issues, with approximately 250 cases remaining. A large portion of these remaining cases are bill reviews, followed by solar issues. Streamlining solar issues will be aided once the electric meter change out is completed, allowing all solar systems to report through a single system. The hope is to clear the log by the end of the year, though it will likely extend slightly into January.

UNC/Cigna Health Insurance Update

• Ongoing Negotiations: UNC went out of network with Cigna on December 1st, impacting a number of Town employees and their families, leading to cancelled appointments and uncertainty of care.
• Current Status: UNC and Cigna are in meetings working toward closure. UNC submitted a proposal to Cigna the day prior, and staff is hopeful the details will be resolved quickly to end the disruption.

Meetings & Town Closures

• Next Work Session: The next meeting is a work session scheduled for Tuesday, December 16th, at 3:30 PM.
• Work Session Agenda: Topics will include the Peak Plan 2055 update, the Community Readiness Plan, a brief session on the Capital Investment Plan, and the Salem Streetscape item.
• Holiday Closures: Town Hall will be closed December 24th through the 26th for the Christmas holiday, and on January 1st for New Year's.

Events & Festivals

• Holiday Tour of Lights: Continues through the end of the year, 6:00 PM to 9:00 PM every night. 
• Snowman Stroll: Runs December 5th through the 14th, offering discounts and offerings at downtown Apex businesses via a passport system.
• Christmas Play and Musical: "Astric the Little Star" will be held December 12th through the 14th at the Halle Cultural Arts Center.
• Hanukkah Festival: December 14th, 3:00 PM to 6:00 PM at the Apex Senior Center, concluding with the lighting of the Menorah on town campus.
• Apex Friendship High School Band's Holiday Showcase: December 20th, 3:00 PM to 4:00 PM at the Halley Cultural Arts Center.
• Note: The Movie in the Park event scheduled for December 19th at Pleasant Park is sold out.

Watch the full update through the meeting recording.

New Leadership in the Electric Department

Kathy Moyer was introduced as the new Electric Department Director. Moyer joins the town with over 25 years of experience, previously serving as the COO for ElectriCities. She is already an active member of the community and a graduate of the town’s Peak Academy.

Olive Chapel Road Update

The Olive Chapel Road project is progressing well, with contractors working six days a week to meet deadlines. Current work involves storm drainage, to be followed by guardrails, sidewalks, and paving. The official reopening date is targeted for February 10th, weather permitting.

Utility and Customer Service Improvements

• Backlog Status: The town has cleared 94% to 95% of its utility billing call-back log, with only approximately 50 to 60 items remaining.
• Ask Apex Center: The new information center is successfully managing high call volumes with an average wait time of just 44 seconds and a 90% resolution rate on the first call.
• Electric Meter Replacement: The technology upgrade is 20% complete, with over 6,100 meters installed. The project maintains a 99.39% reading success rate and is expected to be finished by Fall 2026.

Upcoming MLK Jr. Commemoration Weekend

Town Hall will be closed on Monday, January 19th, in observance of the holiday. Community events include:

• Friday, Jan 16: Black Author Exhibit and Creative Contest at the Senior Center (6:30 PM).
• Saturday, Jan 17: MLK Unity March (gathering at 8:00 AM at First Baptist Church) followed by a breakfast reception at the Senior Center.
• Sunday, Jan 18: MLK Worship Service at First Baptist Church (11:00 AM).
• Monday, Jan 19: National Day of Service, featuring a collection event with NeighborUp.

Data Center Work Session (January 22)

A joint work session between the Town Council and the Planning Board is scheduled for January 22nd at 3:30 PM. Manager Vossberg clarified that this is a technical staff presentation focused on gathering data and establishing future policy for data centers. It is not a public hearing, and there will be no presentation from current rezoning applicants. The meeting will be held on the third floor of Town Hall and will be live-streamed and recorded.

Award-Winning Parks and Recreation

The Apex Parks, Recreation, and Cultural Resources Department received two prestigious honors: the 2025 USTA Southern and USTA North Carolina Outstanding Parks and Recreation Department Awards. These awards recognize the town's excellence in making tennis accessible to all residents, including youth, seniors, and players with disabilities. Staff member Jason Simpson was specifically highlighted for his instrumental role in these programs.

Watch the full update through the meeting recording.

Community Events & Recognition

• Black History Month Celebrations: Several events are scheduled throughout February, including Black History Month Trivia on February 12th at the Senior Center, a Spades Tournament on February 21st (partnering with the National Spade Players Association), and a performance by the United Strings of Color at the Halle Cultural Arts Center on February 28th.
• Apex Restaurant Week: Taking place from February 23rd to March 1st, this year features a record number of participating restaurants.
• Think Apex Awards: The nomination window is officially open and will run through March 13th.

Capital Project & Infrastructure Updates

• Salem Streetscape: The project is currently underway and is expected to continue through October. Notably, northbound traffic on Salem Street is currently closed from Saunders to Chatham.
• Olive Chapel Road: Following significant drainage and roadway improvements, the road is scheduled to reopen on Thursday afternoon, February 12th.
• Peakway Southwest Connector: This major project is trending ahead of schedule. While the contract allows for completion by October 2027, the current pace suggests a potential conclusion in 2026. 
• Meter System Upgrade: Nearly 9,000 electric meters have been replaced. The replacement program is expected to continue through the fall.

Town Service Performance

• Ask Apex (311 Service): The town's call center is maintaining high performance with 94% of calls resolved immediately and an average wait time of just one minute and nine seconds.
• Utility Billing Backlog: The backlog of utility billing issues is nearly resolved, with 97% of cases addressed. Only 39 individuals remain on the log, and the town is transitioning back to "normal business" operations for customer service.