HomeMy WebLinkAbout04-19-12 FA&C Committee Packet 1
OTAY WATER DISTRICT
FINANCE, ADMINISTRATION AND COMMUNICATIONS
COMMITTEE MEETING
and
SPECIAL MEETING OF THE BOARD OF DIRECTORS
2554 SWEETWATER SPRINGS BOULEVARD
SPRING VALLEY, CALIFORNIA
BOARDROOM
THURSDAY
April 19, 2012
12:00 P.M.
This is a District Committee meeting. This meeting is being posted as a special meeting
in order to comply with the Brown Act (Government Code Section §54954.2) in the event that
a quorum of the Board is present. Items will be deliberated, however, no formal board actions
will be taken at this meeting. The committee makes recommendations
to the full board for its consideration and formal action.
AGENDA
1. ROLL CALL
2. PUBLIC PARTICIPATION – OPPORTUNITY FOR MEMBERS OF THE PUBLIC
TO SPEAK TO THE BOARD ON ANY SUBJECT MATTER WITHIN THE
BOARD'S JURISDICTION BUT NOT AN ITEM ON TODAY'S AGENDA
DISCUSSION ITEMS
3. SUPPORT STAFF’S RECOMMENDATION TO LEAVE INTACT THE LEAK
ADJUSTMENT PROVIDED THE COTTONWOOD MEADOWS HOMEOWNERS
ASSOCIATION IN ACCORDANCE WITH THE DISTRICT’S ESTABLISHED
PRACTICE AND DENY ANY FURTHER ADJUSTMENTS (MENDEZ-
SCHOMER) [5 minutes]
4. DISCUSSION OF STRATEGIC PLAN FOLLOW-UP ON THE PHONE SYSTEM
AND WEBSITE (STEVENS/MENDEZ-SCHOMER) [10 minutes]
5. INFORMATIONAL REPORT ON WATER LOSS (BEACHEM) [5 minutes]
6. ADJOURNMENT
BOARD MEMBERS ATTENDING:
David Gonzalez, Chair
Jose Lopez
2
All items appearing on this agenda, whether or not expressly listed for action, may be
deliberated and may be subject to action by the Board.
The Agenda, and any attachments containing written information, are available at the
District’s website at www.otaywater.gov. Written changes to any items to be considered
at the open meeting, or to any attachments, will be posted on the District’s website.
Copies of the Agenda and all attachments are also available through the District Secre-
tary by contacting her at (619) 670-2280.
If you have any disability which would require accommodation in order to enable you to
participate in this meeting, please call the District Secretary at 670-2280 at least 24
hours prior to the meeting.
Certification of Posting
I certify that on April 13, 2012 I posted a copy of the foregoing agenda near the
regular meeting place of the Board of Directors of Otay Water District, said time being at
least 24 hours in advance of the meeting of the Board of Directors (Government Code
Section §54954.2).
Executed at Spring Valley, California on April 13, 2012.
______/s/_ Susan Cruz, District Secretary _____
STAFF REPORT
TYPE MEETING: Regular Board
MEETING DATE: May 2, 2012
SUBMITTED BY:
Alicia Mendez-Schomer
Customer Service Manager
PROJECT: DIV. NO. All
APPROVED BY:
Joseph R. Beachem, Chief Financial Officer
German Alvarez, Assistant General Manager
Mark Watton, General Manager
SUBJECT: Leak Adjustment for the Cottonwood Meadows Homeowners
Association (HOA)
GENERAL MANAGER’S RECOMMENDATION:
That the Board support staff’s recommendation to leave intact the
adjustments provided the Cottonwood Meadows Homeowners Association
(HOA), in accordance with the District’s established practice, and
deny any further adjustments.
COMMITTEE ACTION:
See Attachment A.
PURPOSE:
To leave intact the adjustments totaling $504.50 which includes the
leak and penalty adjustments provided the Cottonwood Meadows HOA, as
it is consistent with the District’s established practice for leak
adjustments.
ANALYSIS:
The Cottonwood Homeowners Association has a total of five accounts
with Otay. All the accounts are irrigation accounts serving the
common areas within the development.
As part of our monthly meter reading process, on 3/5/12 our meter
reader took a read of 9909 units on the irrigation AMR meter at this
property. Once the daily reads were downloaded into our billing
system, staff noticed the higher than expected usage and initiated a
AGENDA ITEM 3
reread for the next day, 3/6/12. When our field staff arrived at the
premises to check the meter on 3/6/12 they noticed the meter spinning
which indicates a large leak, and placed a call to the Otay office
informing the billing staff of their findings. Within an hour of
getting the information, our Customer Service staff called and spoke
with Arlene at the HOA informing her of the situation.
On 3/12/12, the Customer Service Manager was forwarded a call from
Scott Duckrow of the Cottonwood Meadows HOA who inquired about a leak
adjustment. At the verbal request of Scott Duckrow of the Cottonwood
Meadows HOA, Otay staff calculated and applied a leak adjustment in
the amount of $191.57 on 3/14/12. Field staff took additional meter
readings on 3/15 and 3/22 to assist the HOA in accessing further
water loss. The read on 3/15 showed 10234 and that the usage had
been significant between the read on 3/5 and 3/15, an additional 325
units. The read on 3/22 showed no additional usage. Mr. Duckrow was
offered a payment arrangement of six months (without interest) to pay
the outstanding bill of $6,578.49, after the adjustment of $191.57
was applied, but he declined this offer. The late penalty of $312.93
which was added to the April 9th bill was reversed, as a courtesy, and
brings the total adjustments to $504.50.
On 3/21/12, a payment was received and applied to the HOA’s account
in the amount of $320.00 leaving a balance of $6,258.49.
To arrive at the credit amount of $191.57, the total water usage was
recalculated at the lowest tier, from $3.66 per unit to $3.53, and
the difference was credited to their water account.
Reducing bills to the lowest tier is fair, to be responsive to
customers with an extraordinary loss while minimizing financial
impact to the District. The District is sensitive to the HOA’s
situation and believes that they would benefit from interest free
terms for 6 months. Terms have also been offered up to 12 months
with no interest.
Leak adjustments, by practice, have been applied to residential
accounts. Years later, this was expanded to include commercial
accounts. Adjustments are limited to one per year. Otay has not
routinely applied leak adjustments to irrigation accounts, but has
done so on a case-by-case basis.
For the fiscal year ending June 30, 2011, Otay granted leak
adjustments for 216 customers totaling $35,368.65. Of these, 211
were residential accounts. Of the remaining accounts, there were 3
commercial accounts totaling $862.60 and 2 commercial irrigation
accounts totaling $1,569.03.
In this fiscal year to date, Otay has granted and applied 250
residential leak adjustments totaling $42,996.43. In addition, 3
commercial accounts totaling $708.50 and 3 commercial irrigation
accounts, including this one totaling $994.07, have been granted leak
adjustments.
Staff recommends that the Board support and leave intact the $504.50
leak and penalty adjustments granted to the Cottonwood Meadows HOA as
it is consistent with prior leak adjustments. Staff does not
recommend any additional adjustment for the HOA. Altering the
methodology to provide a greater adjustment would have a negative
effect on revenue. It would place District ratepayers in a position
of subsidizing others that may not be maintaining systems or
otherwise experiencing water loss on private property, and would be
inconsistent with the District’s established practice.
FISCAL IMPACT: Joe Beachem, Chief Financial Officer
The existing adjustment would have no fiscal impact, which would
deviate from standard operating procedures. To date, the total
amount of leak adjustments for this fiscal year is $44,699.
STRATEGIC GOAL:
Maintain the District’s established practice for leak adjustments for
all customers.
LEGAL IMPACT:
None.
Attachments: Attachment A - Committee Action
Attachment B - Cottonwood HOA Letter
ATTACHMENT A
SUBJECT/PROJECT:
Leak Adjustment for the Cottonwood Meadows Homeowners
Association (HOA)
COMMITTEE ACTION:
The Finance, Administration, and Communications Committee recommend
that the Board support staff’s recommendation to leave intact the leak
adjustment provided the Cottonwood Meadows Homeowners Association
(HOA), in accordance with the District’s established practice, and
deny any further adjustments.
NOTE:
The “Committee Action” is written in anticipation of the Committee
moving the item forward for board approval. This report will be sent
to the Board as a committee approved item, or modified to reflect any
discussion or changes as directed from the committee prior to
presentation to the full board.
COTTONWOOD MEADOWS HOMEOWNERS ASSOCIATION
c/o BRICKROW PROPERTY MANAGEMENT, INC.
400 MILE OF CARS WAY, SUITE C
NATIONAL CITY CA 91950
(619) 477-3133 / fax 619-477-3758
March 20, 2012
Susan Cruz
Otay Water District
El Cajon, CA 92020
Dear Ms. Cruz:
On March 6, 2012, Brickrow Property Management, Inc. received a courtesy call from
Otay Water District regarding the meter reading for our Association. Gia, the customer
service representative, informed us that the irrigation meter at 2184 Greencrest Drive
was reading at 1,715 units, when the normal average for this meter is 58 units. She
informed us that the technician was sent back out two days later and the meter went
up another 259 units, thus suggesting a major leak in our irrigation system. Our
landscapers were notified immediately and the water was shut off within the hour.
After completing a check of the irrigation system, our landscapers determined that the
underground leak was caused by a break in a two inch main water line that was
damaged by a tree root. The area of the leak was not visible, as it was located on an
embankment behind a stucco wall. Furthermore, our landscapers are only scheduled
for two days a week and have to maintain our thirteen acres in sections, so the area of
the leak had not yet been visited.
The Board of Directors humbly requests that the Otay Water District make
adjustments to the water bills that reflect the excessive water usage due to the leak.
Our March 8, 2012 water bill was $6,770.06, which is $6451.63 more than February’s
bill. The April bill will reflect the 259 units from the second reading, as well as
additional units from the time of the reading to when the water was shut off by our
landscapers.
We are an Association with a budget that barely covers our general operations. We are,
however, currently working with Cuyamaca College Landscape and Low Water Usage
Garden to implement a water conservation program within the next five years. The cost
of the leak would set our project back at least two years.
We would appreciate your consideration in approving the adjustments to our water
bills. The Association’s Landscaping Committee Chairperson, Deborah Haynes, has
requested to attend the Otay Water District Board of Directors Meeting on April 4,
2012, in order to represent Cottonwood Meadows HOA regarding this request.
Thank you for your time.
Sincerely,
BOARD OF DIRECTORS
COTTONWOOD MEADOWS HOMEOWNERS ASSOCIATION
MR:ac
Attachment B
STAFF REPORT
TYPE MEETING: Regular Board
MEETING DATE: May 2, 2012
SUBMITTED BY:
Alicia Mendez-Schomer
Customer Service Manager
PROJECT: DIV. NO. All
APPROVED BY:
Joseph R. Beachem, Chief Financial Officer
German Alvarez, Assistant General Manager
Mark Watton, General Manager
SUBJECT: Strategic Plan Follow-up on the Phone System and Website
GENERAL MANAGER’S RECOMMENDATION:
This is an informational item only.
COMMITTEE ACTION:
See Attachment A.
PURPOSE:
To provide the Board with additional information on the phone system
and website.
BACKGROUND:
At the March 19th FA&C Committee meeting, the Board reviewed the mid-
year 2012 Strategic Plan results. Two specific questions were
raised. The first was a request for further clarification regarding
how we set the target for website hits. The second, and more complex
issue, involved how we set our targets for dropped calls and further
insight into how we are using our new phone system.
ANALYSIS:
Target for Website Hits:
The Board requested clarification on the target related to website
hits for the District’s external website. The target is based on the
average of total visitors per quarter. It was originally set in 2008
AGENDA ITEM 4
at 11,000 hits and increased 5% per year, based on the assumption
that more customers would need information from our website. The
target was not calculated on any benchmark data from other utilities,
but was intended to keep staff aware and focused on website customer
activity. The current target is 12,100 hits.
Phone System Information:
The new District-wide phone system, an Interactive-3 application
utilizing voice over IP technology, was implemented in May 2011.
End user training for all staff was held during the first two weeks
of May 2011. Some of the features include:
Merged phone numbers. All calls are routed via the 670-2222
phone number which is seamless to the customer. This will allow
numbers 670-2777 and 670-2207 to be retired at a later date.
All callers are greeted with an auto-attendant. At any point in
messaging, the caller can press “0” and be directed to the
operator.
Greetings and information have been customized by department and
any changes can be easily made without vendor support.
The Caller ID feature has been implemented on all phones.
Multiple ways to receive and retrieve phone messages and save
them as files.
No more going to a specific phone to forward calls. This can be
done via the client application. It has enhanced call
forwarding abilities and the “follow me” feature.
Ability to see phone status for all Otay staff via the client.
Changes to the Interactive Voice Response messaging can be made
in house. Multiple outbound campaigns can be run quickly.
Cradle to grave phone reporting is available.
Customer Service Phone Statistics:
The Customer Service team is comprised of 2 Senior Customer Service
Representatives (CSRs), 4 CSRIIs and 3 CSRIs. The team is managed by
2 Customer Service Managers who also oversee the meter reading team.
The customer service team answers an average of 5,800 calls per
month. The team is also responsible for operator calls (1,000 per
month) and an average of 2,000 walk-in customers. Our average answer
rate for the past 12 months is over 98% which means more than 98% of
all inbound calls are answered. Our average talk time handling
inbound calls is close to 3 minutes. The average number of call
backs is 120 per month or less than 2% of our customers require
additional assistance after their first call to Otay. This means
that 98% of our customers are assisted with a one-call solution.
An abandoned call is a customer in the queue who hangs up while
waiting to speak to a CSR. For all types of call centers a 2%
abandonment rate is a Gold Standard, a 3% rate is healthy and
anything over 5% needs improvement. Using these figures from Best
Practices, Otay is doing very well.
Our CSRIs are responsible for 80% of all incoming calls. They are
our first line in assisting customers. The CSRIIs are responsible
for assisting with incoming calls during heavy phone times, breaks,
lunch times, scheduled vacations, and unplanned leave time. The
Senior Representatives handle our most difficult or complicated
calls. Phone statistics have been measured within the department for
over 10 years and are shared and posted monthly for internal use.
Large fluctuations are discussed in monthly team meetings.
When the wait time is over two minutes, or we have more than two
calls waiting in queue, the message below is sent to all our
representatives. This ensures that our representatives are aware our
customers are waiting to be assisted. This pop-up message is one of
the enhancements to our phone system.
Below is a table showing how we compare to our neighboring agencies:
Agency CSR's
Taking
Calls
Average #
of Calls
Monthly
Abandonment
Rate
Service
Connections
Calls / Reps Service Connections
/ Reps
Otay Water
District
7 5,800 1.95% 55,500 829 7,929
Helix 7 4,000 2.70% 55,000 571 7,857
Sweetwater
Authority
7 3,300 n/a 32,567 471 4,652
Padre Dam 7 2,200 0.08 24,000 314 3,429
Poway 3 900 n/a 14,000 300 4,667
Vista Irrigation 4 2,500 n/a 26,000 625 6,500
Valley Center 3 950 n/a 10,000 317 3,333
All inbound calls to Otay are met with a pre-recorded greeting and
auto-attendant. Attached is a flow chart that shows the options
customers have when calling into our main line and the options
available to them within the customer service call flow.
The following enhancements are currently being reviewed: call
monitoring, wrap-up codes, and surveys, for possible future
implementation in the customer service department.
FISCAL IMPACT:
None
STRATEGIC GOAL:
Enhance communications with customers using our new phone system.
LEGAL IMPACT:
None
Attachments: Attachment A – Committee Action
Attachment B – Call Flow Charts
ATTACHMENT A
SUBJECT/PROJECT:
Strategic Plan Follow-up on the Phone System and Website
COMMITTEE ACTION:
This is an informational item only.
NOTE:
The “Committee Action” is written in anticipation of the Committee
moving the item forward for board approval. This report will be sent
to the Board as a committee approved item, or modified to reflect any
discussion or changes as directed from the committee prior to
presentation to the full board.
670-2222
670-2777
670-2207
Address and
Directions
Press 7
HR
Press 3
Customer Service
Press 1
Auto Attendant
Main Menu
Thank you for calling Otay Water District. Para
espanol, oprima el dos.
OWD ONE NUMBER
AUTO ATTENDANT CALL FLOW
Engineering
Press 5
Auto Attendant –
Recorded
Message
Operator
(Front Desk)
Press 0
Salutation and
Language
Selection
(3 Seconds)
Notes:
- 9 Key Returns to Previous Menu at all Levels
- # Key Prompts for User Login to Mailbox at Main Menu Level
- * Key Repeats Current Menu at all Levels
- Emergency calls are routed externally to 619.297.4888
If you know your party's extension, you may dial it at any time.Please note, our extension numbers
have changed to a 4 digit number.
For a dial by name Directory, please Press 8.
For questions re: your water bill, to make a payment on your Otay account or to set up a new
account, Press 1 for our Customer Service Dept.
For the Human Resources Dept., Press 3.
For the Engineering Dept. including pricing for meter purchases, Press 5.
For our Address and Directions to our office, Press 7.
To Repeat this menu, Press *.
To speak with an Operator at any time, Press 0.
Repeat
Press *
Afterhours Attendant replaces Operator
with a General Voicemail Option with the
message being sent to C.S.
To
EngineeringTo HR
To
Customer
Service IVR
Names Directory
Press 8
Auto Attendant –
Recorded
Message
4/9/2012
You have reached the Customer Service Department. If your service has been disconnected, please press 2.
For water related emergencies, water waste, water meter problems, water leaks or water outages,
press 1.
For assistance with your water account or questions regarding your Otay bill, press 2.
To make a payment on your Otay bill, press 3.
For our Water Conservation Dept, press 4.
For information related to land development and requirements for meter fees and services, press 5.
To speak with a Customer Service Representative, press 0.
To Repeat this menu, Press *. To return to the previous menu, press 9.
Enter Contact
Phone Number
(last 4 digits)
Valid?
Valid?
SQL Lookup
Customer
Service
Queue
Lookup
another acct
2
Pay Bill
1
Repeat Info
*
CUSTOMER SERVICE CALL FLOW
Customer
Service Rep
0
YES
NO
NO
YES
Invalid 2X
Invalid 2X
Enter 9 Digit
Account Number
EDS
866-427-1978
Disconnect/
Water Account
Info
2
Make
Payment Now
3
Business
Hours?
YES NO
Customer Service
Voicemail
Water Main
Breaks/
Emergencies
1
Invalid Entry
message
Invalid Entry
message
SQL
Lookup
Water
Conservation
4
EDS
866-427-1978
From Auto
Attendant
To Wtr
Cons
Default or 0
For info related to
rmeter fees &
services (Public
Services)
5
Public Services
Hunt Group/
Message
Ext. 241
Ext. 2207
4/9/2012
SQL Database Name
SQL Not
Available
?
Need SQL Fields and
All Possible Returns
Data Lookup
9Digit Account
Number
Last 4 Digits of
Phone
Number
Data Return
Delinquent
Balance
Date Due
Last Payment Amount
Last Payment Date
Yes
No
Delinquen
t = true?
No
Balance
> $0?
No
Play Wav File
Xxx.wav
“Currently there is
no balance on your
account.”
Last
Payment
Amount
Available?
Yes
Play Wav File
Xxx.wav
“You’re last
payment of.”
Last
Payment
Date
Available?
Yes
Play String
Last Payment
Amount
Play Wav File
Xxx.wav
“Was paid on...”
Play String
Last Payment
Date
Account
Menu
Yes
Yes
Play Wav File
Xxx.wav
“You currently
Have a
delinquent
balance of....”
Play
String
Balance
Queue or
After
Hours
Handling
Play Wav
File
Xxx.wav
“Your
Current
Balance
is...”
Play
String
Balance
Date
Due
Available
?
Yes
Play Wav
File
Xxx.wav
“The Date
Due is....”
Play
String
Date
Due
Play Last Payment
Information?
Delinquent Menu
1 - Interrupted Msg
2 – Make Payment
From
CS IVR
Play String
Due
Immediately
0 – Speak to a Rep
Play Interrupted
msg.
EDS
866-427-1978
Customer
Service RepIf balance is overdue,
no need to look at
Due Date, it’s just
Due Immediately….
4/18/2011
For information related to land development and requirements for meter
fees and services, press 1.
For construction project inspections, press 2.
For information on contract bids, press 3.
For all other services and inquiries or to speak to an Operator, press 0. To
repeat this menu, press *. 9 to return to previous menu.
For info related to
Land Development &
Requirements for
rmeter fees & services
Press 1
For Inspections
Press 2
For All Other
Services or
Inquiries
Press 0
Public Services
Hunt Group/
Message
Ext. 241
For Info. on
Contract Bids
Press 3
Info Message Hunt Group
(Engr. Secretary)Brandon Ext. 203
OWD - ENGINEERING/PUBLIC SERVICES DEPARTMENT CALL FLOW
To repeat this
menu, Press *or
to reach an
Operator, Press 0
From Auto Attendant
4/9/2012
Patricia Duran
Ext. 292
Message re.
Employment
Verification
You have reached Human Resources at Otay Water District.
For detailed information regarding current job opportunities or to apply for a job, please visit
our website at www.otaywater.gov.
For Information on how to apply for a job, press 1.
For a listing of our current job openings, press 2.
For employment verification, press 3.
To speak to someone in Human Resources or to leave a message, press 0.
To repeat this menu, press *. To return to the previous menu, press 9.
OWD - HUMAN RESOURCES DEPARTMENT CALL FLOW
For Employment
Verification
Press 3
To repeat this
menu, Press *or
to reach an
Operator, Press 0
From Auto Attendant
Info Message
Re. Job Application
or visit website
www.otaywater.gov
For Information re.
Job Openings
Press 2
For Information re.
Job Application
Press 1
Info Message
Re. Job Openings
4/9/2012
To report water
waste
Press 1
To learn about
residential
programs
Press 2
For info on
landscape rebates
Press 4
Hunt Group or
Message
For info on
commercial
programs
Press 3
Info Message Info Message Info Message
OWD - WATER CONSERVATION DEPARTMENT CALL FLOW
To repeat this
menu, Press *or
to reach an
Operator, Press 0
From
CC IVR
You have reached Otay Water District’s Water Conservation Dept. For water saving tips and
additional information, visit us at www.otaywater.gov.
To report water waste, press 1.
For information regarding residential programs, press 2.
For information regarding commercial programs, press 3.
For information on large landscape rebates, press 4.
For tips on indoor and outdoor water conservation, press 5.
To repeat this menu, press *. Or to reach a water conservation specialist, press 0. To return
to the previous menu, press 9.
For tips on indoor
and outdoor water
conservation
Press 5
WC Tips
4/9/2012
14005
For Indoor Water Conservation tips, press 1
For Outdoor Water Conservation tips, press 2.
14200
Outdoor General
Message and
Menu Options
14101
Toilet
Press 1
14100
Indoor General
Message and
Menu Options
14102
Clothes Washer
Press 2
14103
Showerheads
Press 3
14104
Reading your
Water meter
Press 4
OWD - WATER CONSERVATION DEPARTMENT CALL FLOW
Indoor/Outdoor Water Conservation Tips
14201
Irrig Controllers
Press 1
14202
Sprinkler Nozzles
Press 2
14203
Garden
Press 3
14204
WaterSmart
Plants
Press 4
14205
Finetune Irrig
System
Press 5
14206
Turfgrass Alt
Press 6
Repeat menu press *
Operator, press 0
Previous menu, press 9
Repeat menu press *
Operator, press 0
Previous menu, press 9
Operator: WC
Hunt Group
Main Menu:
14000
Operator: WC
Hunt Group
Main Menu:
14000
WC
Tips
4/9/2012