HomeMy WebLinkAbout06-05-06 C&C Committee PacketOTAY WATER DISTRICT
COMMUNICATIONS COMMITTEE MEETING
and
SPECIAL MEETING OF THE BOARD OF DIRECTORS
2554 SWEETWATER SPRINGS BOULEVARD
SPRING VALLEY,CALIFORNIA
Boardroom
Monday
June 5,2006
11:30 A.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
INFORMATION /ACTION ITEMS
3.DISCUSSION OF THE 2006 CONSUMER CONFIDENCE REPORT (BUELNA)
[10 minutes]
4.DISCUSSION OF THE DISTRICTS 2006 ORGANIZATIONAL MEMBERS,HIPS
(BUELNA)[5 minutes]
5.DISCUSSION OF THE PROCEDURE FOR REPORTING COMMITTEE DIS-
CUSSIONS /ACTIONS TO THE BOARD OF DIRECTORS (BUELNA)[5 min-
utes]
6.DISCUSSION OF PUBLIC NOTIFICATION OF UPCOMING ELECTIONS
(BUELNA)[5 minutes]
7.UPDATE ON THE 2006-2007 CUSTOMER SATISFACTION AND AWARENESS
SURVEY (BUELNA)[10 minutes]
1
-
8.DISCUSSION OF PLANS FOR THE DISTRICTS OPEN HOUSE SCHEDULED
ON JUNE 17,2006 (BUELNA)[10 minutes]
9.ADJOURNMENT
BOARD MEMBERS ATTENDING:
Mark Robak,Chair
Larry Breitfelder
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.
If you have any disability that 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 June 2,2006,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 June 2,2006.
2
COMMITTEE REPORT
AGENDA ITEM 3
TYPE MEETING:
SUBMITTED BY:
APPROVED BY:
SUBJECT:
Communications Committee
Armando Buelna~
Communications Officer
2006 Consumer Confidence Report
MEETING DATE:
W.O.lG.F.NO:
6/05/06
DIV.NO.All
GENERAL MANAGER'S RECOMMENDATION:
That the Communications Committee review and provide direction
on the draft 2006 Otay Water District Consumer Confidence
Report.
PURPOSE:
To solicit input/direction of the Communications Committee on
the draft 2006 Consumer Confidence Report (CCR).
BACKGROUND:
At its March meeting,the Communications Committee recommended
that staff modify the format of the 2006 CCR.The 2004 and
2005 reports were designed as a single-page(25.5"xlI"),tri-
fold.This had a yield of six total pages,with four usable
since two contained required water quality information.The
committee recommended that the 2006 report consist of two 17"x
11"sheets,yielding a total of eight pages.The committee
also recommended that staff make better use of color and
graphics in the report.
The committee advised that a more visuably appealing document
would result in improved readershipl.Moreover,while the
document must contain specific language as set forth in the
Health and Safety Code,the committee felt this information
could be presented in a way that would entice customers to
learn more about the quality of their water2 •
1.Based on the 2005 Customer Satisfaction and Awareness Survey,
approximately 38 percent of respondents indicated they had read a CCR,
while 62 percent said they had not.
2.Open-ended comments from the 2005 survey indicate that customers
desire more clarity,conciseness,visuals,and more useful information
in the CCR.
Because of the district's growing customers base,each year the
number of CCRs printed and mailed increases.Based on the
current customer count,we will order and mail approximately
49,000 documents.
FISCAL IMPACT:
The print estimate for the 2006 CCR (two -11"x17"80 lb.book
gloss sheets,stapled and folded)is approximately .23 cents
per document or $11,515.The cost without staples is .207 cents
per document or $10,143.Adding a third sheet to yield 12
pages of text would bring the cost to .32 cents per document or
$15,680.By comparison,the single sheet{25.5"xII")tri-fold
cost .15 cents per document or $7,000.
Postage is estimated to be approximately $6,500.Mail services
such as printing and affixing labels and tabs is estimate to
cost approximately $2,500.
STRATEGIC GOAL:
Enhance customer satisfaction.
LEGAL IMPACT:
None/JuK~
General Manager
Attached
The Draft Consumer Confidence Report will be delivered prior to the
Communication Committee meeting.
2
COMMITTEE REPORT
AGENDA ITEM 4
TYPE MEETING:Communications Committee
SUBMITTED BY:Armando Buelna ~
Communications Officer
APPROVED BY:
MEETING DATE:
W.O./G.F.NO:
6/05/06
DIV.NO.All
SUBJECT:2006 Otay Water Districts Memberships
GENERAL MANAGER'S RECOMMENDATION:
That the Communications Committee review the 2006 Otay Water
District Memberships Roster.
PURPOSE:
To solicit input of the Communications Committee regarding the
Otay Water District 2006 memberships.
BACKGROUND:
The Otay Water District is a member of fifty-nine (59)
industry,community,and employee professional associations.
Memberships in associations provide valuable access to
resources,training,and information that support the overall
mission of the district.The attached Summary of District
Memberships list includes current Otay Water District
association memberships and dues carrying organizations.
While dues have increased and employees have been added o~
deleted from existing affiliations,no new memberships have
been added from 2006 to 2007.
FISCAL IMPACT:
The 2007 budget for the OWD memberships is approximately
$62,250.
STRATEGIC GOAL:
Involvement in industry,community and employee professional
associations compliments the balanced score card approach of
the 2006 Strategic Performance Plan,which strives to enhance
customer satisfaction through community outreach and industry
involvement.
LEGAL IMPACT:
None.
Attached
2006 Summary of District Memberships List
2
SUMMARY OF DISTRICT MEMBERSHIPS
EMPLOYEE
DISTRICT COMMUNITY PROFESSIONAL
PROFESSIONAL ASSOCIATION MEMBERSHIP NUMBER OF
MEMBERSHIP COST MEMBERSHIPS COST MEMBERSHIPS
,----+1 -----,'__~$3~5___._--~1---1------1
I
1-
I ~AMERICAN PAYROLL ASSOCIATION-SD CHAPTER'-I
I_~~A~M~!::.;ER!.:CI~C:!,;IA~NPAYROLL ASSOCIATION
L ~LAMERICANPUBLIC WORKS A~S~~S~O~C~IA~T~IO~N~'j--+----,'
AJRICAN SdCIETY OF CIVIL ENGINEER;3
$165
$384
$1,551 5
*AIIERICANSOCIETYFOR TRAlNINGANDDEVELOPMENT $150 District
District
District
District
$180 2
$350
$500
I
1 LAMERlcANwAreRwoR~K~S~A~S~S~O~C~laMJJI~O~N~_~~~~_~~~.~~__~~-~~~llul D~~ct~~~
1 11
I ASIAN B~SINESS ASSOCIATION
JON OFCALlI"JHIVIA WA I ~~'AGENCIESA
1-
I I
BONITA BUSINESS &PROFESSIONAL ASSOCIATION
I I
CALIFORNIA ASSOCIATION OF PUBLIC PURCHASING OFFICERSC~L1FORNIAICHAMBER OF COMMERCE ~299 L----1-----+------J
I J
CALIFORNIA MUNICIPAL TREASURERS ASSOCIATION-SO CHAPTER I $120 2
I I
1_CALIFORNIA PUBLIC EM~LOYERS LABOR RELATIONS ASSOC.~_.--+-,__~$~·2=65 1
1_l'_,~~CALIFORNIA SOCIETY OF MUNICIPAL FINANCE OFFICERS :1>100 1
T
CALIFORNIA SPECIALDISTRICT ASSOCIATION
I
$2.800 District
District
$300 Districtplus 1
$2,826 32
$550
$100
LI
"CALIFORNIA UTILITIES EMERGENCY ASSN.
CALIFORNIA WATE~ENVIRONMENTAL ASSOCIATION-~..---·~-,L-------+------~,
13 certificate renewals and 19 memberships -----'\:,-----------f-------+-------+-------+-----1II
cAijFORNIA SPECIAL DISTRICT'ASSOCIATION -SD CHAPTER
1-
1-
District
District
.-L--------+-----l$340 ,--__--'3~__-+--l
$150
$120COLORADORIVERWATERUSERS
I I
CHULA VISTA CHAMBER OF COMMERCE
I II~CONSTlMANAG~M~SSOCIATION OF AMERICA
COUNCIL FOR TH~ENVIRONMENT A-N:7:[=")=INr[}l:-:'J=S:-T::::RI".;-'Y-----J---::;$""'·1'='5"='OOO=----1'--------+-------+-------+-------1
.-I DEPT OF CONSUMER AFFAIRS ,--.L--------+-----l$1,550 9
SUMMARY OF DISTRICT MEMBERSHIPS
EMPLOYEE
DISTRICT COMMUNITY PROFESSIONAL
PROFESSIONAL ASSOCIATION MEMBERSHIP NUMBER OF
MEMBERSHIP COST MEMBERSHIPS COST MEMBERSHIPS
4 CPA and 5 CE license renewals
I
DEPT.OF PESTICIDE $180 2
FILlPIJo-AMERldAN CHAMBER OF COMMERCE $70 District
I I
GOVERNMENT FINANCE OFFICERS ASSOCIATION $680 1
~
INSTITU{E OF MA~AGEMENTACCOUNTANTS,INC.$175 1
1-INS~RUMENT~TIONSOCIETY OF AMERICA $186 1
1--1 I
INTERNAT'L PERSONNEL MANAGEMENT ASSOCIATION $70 2
1-INTERNAilONAL PU~L1CMANAGEMENT ASSOCIATION $145 1
MAINTE1NANCE S-GPERINTENDENT ASSOCIATION $60 11-
M T COMMISSION $500 District
MET COMfi,flSSION JPA $500 District
I I
NATIONAL FIRE PROTECTION ASSOCIATION $135 1
I r
NATIONAL NOTARY ASSOCIATION $70 1
,NATIOJAL SAFETY COUNCIL
-I _J
NATIONAL SOCIETY OF PROFESSIONAL ENGINEERS $235 1
I I
OTAY MESA CHAMBER OF COMMERCE $75 District
I I
PACIFIC SAFETY COUNCIL $315 1
l I
~PESTICIDE APPLICATION PROFESSIONALS $180 6
1 I
SAN DIEGO EAST COUNTY CHAMBER OF COMMERCE $300 District
I I I I
SAN DlrGO HISPjNIC CHAMBER OF COMMERCE $550 District
SAN DIEGO COUNTY WATER WORKS GROUP $30 District
'SAN 61EGO S6~lETY FOR HR MANAGEMENT $100 1
SO.CALlF_ALLIANCE OF PUBLICLY OWNED TREATMENT WORKS---$500 1
2
SUMMARY OF DISTRICT MEMBERSHIPS
I EMPLOYEE I
DISTRICT COMMUNITY PROFESSIONAL
PROFESSIONAL ASSOCIATION MEMBi::RSHIP NUMBER OF
MEMBERSHIP COST:MEMBERSHIPS COST MEMBERSHIPS
SO.CALIF.WATER UTILITIES ASSOCIATION $50 2
SPRING VALL1EY CITIZENS ASSOCIATION $25 District
I I I I
SPRltG VALLjY CHAMBER OF COMMERCE $550 District
URBAN WATER INSTITUTE .$1500 District
WATER A 3ENCIES ASSOCIATION $100 District
WATER EDUCATION FOUNDATION $1 500 District
~ATER ENY.IRONMENT FEDERATION $170 1
WATEREUSE ASSOCIATION·SAN DIEGO CHAPTER $50 District
lWORLD ~AFETYORGANIZATION $75 1
MEMBERSHIP COST $43,400 $2,570 $13,552
TOTAL MEMBERSHIP COST $59.522
3
COMMITTEE REPORT
AGENDA ITEM 5
TYPE MEETING:Communications Committee
SUBMITTED BY:Armando BuelnaKf
Communications Officer
APPROVED BY:
MEETING DATE:
W.O.lG.F.NO:
6/5/06
DIV.NO.All
SUBJECT:Procedure for Reporting Committee Discussions
/Actions to the Board of Directors.
GENERAL MANAGER'S RECOMMENDATION:
That the
reporting
Directors.
PURPOSE:
Communications Committee
committee discussions or
review the
actions to
procedure
the Board
for
of
To solicit the input of the Communications Committee on the
procedure for reporting committee discussions or actions to the
Board of Directors.
BACKGROUND:
Staff was asked to develop a procedure for reporting committee
discussions or actions to the full Board of Directors.As a
result of this direction,staff developed the following
procedure:
Following each committee meeting,the District Secretary will
summarize key discussion points or actions.This summarized
material will be sent via mail to appropriate staff.Staff will
then include this information in the "Committee Action"portion
of their Staff Report.
FISCAL IMPACT:
None.
LEGAL IMPACT:
None.
Attachment A -Committee Action Example
2
1.
2.
SUBJECTIPROJECT:
ATTACHMENT A
Approve Five Human Resources Policies,Procedures and Programs;
and
Adopt Resolution #4081 to Revise the Recruitment,Selection,
and Employment Board Policy #24 and to Repeal Appointment of
Temporary and Contract Employees Board Policy #36
COMMITTEE ACTION:
~The Finance and Administration Committee reviewed this item at a meeting held
on May 24,2006.The following comments were made:
•The policies,procedures and programs were presented and reviewed by
the various employee groups (Senior Management,Managers and
Supervisors,Labor Management Committee,and Employees'Association)
Feedback was received and agreement has been reached to move these
items forward for board consideration;
•The policies and procedures were being implemented to address such
matters before they became issues;
•The Nepotism Policy is proposed to formalize the District's practice
with regard to conflicts of interest and family members employed by the
District;and
•The proposed changes to the Recruitment,Selection,and Employment
Policy (Board Policy No.24)are to more closely match district
practice.
Upon completion of the discussion,the Committee supported staff's
recommendation and forwarding to the Board of Directors on the consent
agenda.
COMMITTEE REPORT
AGENDA ITEM 6
TYPE MEETING:Communications Committee
SUBMITTED BY:Armando Buelna~
Communications Officer
APPROVED BY:
MEETING DATE:
W.O.lG.F.NO:
6/5/06
DIV.NO.All
SUBJECT:Public Notification of Upcoming Elections
GENERAL MANAGER'S RECOMMENDATION:
That the
Directors
elections
PURPOSE:
Communications Committee recommend to the Board of
a course of action to enhance public notification of
in the Otay Water District.
To solicit the input of the Communications Committee on courses
of action to enhance public notification of future elections and
forward a recommendation to the Board of Directors.
BACKGROUND:
In the Southern San Diego County Water and Sewer Municipal
Service Review adopted by the Local Agency Formation Commission
(LAFCO)in February,2004,the commission issued Determination
9.3 which recommends:
"The region's special districts should redouble recruiting
efforts for candidates for board of directors seats.~
While LAFCO noted the region's water agencies generally maintain
outreach programs to inform and engage the public,elections are
generally characterized by low voter turnout.For instance,less
than one-half of all eligible voters participate in elections
more than 65 percent of the time.LAFCO,therefore,noted that
"all agencies in the region should evaluate the effectiveness of
their public outreach programs in promoting voter awareness and
involvement"and called upon special districts to expand their
efforts to engage the public.
The OWD's Publications/Message Calendar identifies topics and
materials to be included in future publications such as
newsletters and bill inserts.Staff is proposing to include
information on future elections in the July and October
newsletters to encourage participation in these elections.
FISCAL IMPACT:
None.
LEGAL IMPACT:
None.
General Manager
Attachment A -Message Calendar
Attachment B -Draft General Elections Notice
2
Otay Water District Publications/Message Calendar_2006
Month Item Key Messages Lead Deadline To "Comments
to Committee
Printer
Jan.Employee 50m Anniversary.Awards.HR/GM Jan.1st
Newsletter Project Updates.Holiday
party recap.
Feb.Customer 50m Anniversary -Water GM Jan.20th
Newsletter Resources,Infrastructure
Awards.
Mar.Bill Insert On-Line Bill Payments Fin.lGM Feb.17m
Apr.Customer Health &Safety,CTN GM Mar.22na
Newsletter plug.Customer Survey,
Recycled Water Pipeline
update.Spring Garden
Festival.
Bill Insert Spring Garden Festival wI Cons.Mar.22nd
Helix
Employee Awards,project updates,HR/GM Apr.1St
Newsletter new hires,promotions.
May Bill Insert 50m Anniversary Open GM Apr.21 m
House Announcement
Jun.Consumer Include fluoridation of the GM/Ops Jun.16m Redesign to
Confidence water.Conservation.enhance
Report More graphics.readability?
Bill Insert Treated Water -Peaking Cons.May 17th
-Conservation -CTN
July Customer Landscape Contest GM Jun.21 St
Newsletter Winner,Recycled Water
History,Conservation
Tips,WBICs,November
Elections.
Employee Awards,project updates,HR/GM Jul.1sr
Newsletter new hires,promotions.
Aug.Bill Insert Water Conservation Tips Cons.Jul.21 St
I
Sept.Bill Insert Fall Festival at the Garden Cons.Aug.
22nd
Oct.Customer Recycled Water GM Sept 22na
Newsletter Infrastructure,Cutting
Back on Watering-
Elections-Otay History
Employee Awards,project updates,HR/GM Oct.1St
Newsletter new hires,promotions.
Nov.Bill Insert Interactive Voice Fin.lGM Oct.24m Take into
Response/AMR account
-holidays.
Dec.Bill Insert Rate Increase -Water Fin.lGM Nov.17m Moved
Sewer -Fin.forward to
allow for
holidays.
Jan.Customer Water Resources-GM Dec.15m Moved
2007 Newsletter Infrastructure -forward to
Announcements allow for
holidays.
*Printer needs 5-7 business days as lead time.DataProse needs 3-5 days lead time.
DRAFT -November General Elections Notice
The Otay Water District is a public utility providing water,sewer and recycled
water service to customers in southeastern San Diego County.The district
serves the public through a five-member board of directors.Each director is
elected by voters within their respective division boundaries to represent the
public's interest with regard to rates for service,taxes,policies,ordinances and
other matters pertaining to the management and operation of the district.
Directors serve four-year,staggered terms in office.
Two Otay Water District director seats,Division 1 and Division 3,are up for
election and will be on the ballot in the November,2006,general
election.Residents of the district can vote for candidates or apply to be a
candidate in the divisions in which they live.
For more information or to obtain a candidate filing guide,please contact the San
Diego County Registrar of Voters at (858)565-5800,toll free 1(800)696-0136,or
visit their Web site at www.sdvote.com.
COMMITTEE REPORT
AGENDA ITEM 7
TYPE MEETING:
SUBMITTED BY:
APPROVED BY:
SUBJECT:
Communications ~mmittee
Armando Buelna,.~
Communications Officer
2006 Customer Survey
MEETING DATE:
W.O.lG.F.NO:
6/5/06
DIV.NO.All
GENERAL MANAGER'S RECOMMENDATION:
That the Communications Committee receive the progress report on
the 2006 Customer Satisfaction and Awareness Survey.
PURPOSE:
To provide the Communications Committee with an update on the
2006 Customer Satisfaction and Awareness Survey.
BACKGROUND:
Objective 1.1.1.1 of the 2006 Strategic Performance Plan calls
on the district to "Implement a standardized potable and
recycled water customer survey."The 2006 Customer survey will
build on the recently completed 2005 survey,and assist Finance
Customer Service to measure Call Center customer service
interaction.Attached is an Invitation to Bid on the 2006
Survey.
Because the survey has several different but related goals,it
will be divided into two separate parts.
In survey I,300 customers will be selected at random from
individuals residing within the district's service area.These
respondents will be asked to respond to questions about their
overall perception of service,rates,including sewer,attitudes
towards recycled water,and concerns about safety or water
supply.This survey will yield a margin of error of +/-5.7%at
95%confidence.
Survey I will measure changes from the 2005 survey,and
establish baselines for material not covered in the previous
study.
In survey II,respondents will be selected from customers who
have contacted the district within the last 6 months.Those
individuals will be asked about specific Call Center interaction
such as courtesy,knowledge,and helpfulness of staff.This
survey of 200 customers will yield a margin of error of +/-
6.89%at 95%confidence.This survey is meant to assist Finance
-Customer Service develop meaningful metrics for tracking Call
Center interaction.
The invitation to bid was sent to ten Southern California firms
and one national firm.Companies were asked to submit their
proposals by June 6,2006.
FISCAL IMPACT:
Staff has requested $20,000 in the 2007 budget to perform the
2006 Customer Satisfaction and Awareness Survey.
STRATEGIC GOAL:
Objective 1 1.1.1 Implement a standardized Potable and
Recycled Water Customer Survey
LEGAL IMPACT:
None.
Attached
Invitation to Bid
List of Potential Research Firms
MEMORANDUM
File No.
TO:Marketing Research Vendors
FROM:Armando Buelna,Communications Officer Date 5/23/06
SUBJ:Invitation to Bid -Survey Research
The Otay Water District (the district)wishes to conduct two
statistically reliable telephone surveys of residential
customers.The purpose of the surveys will be to build upon
baseline data from a 2005 customer survey.
Survey I -N=300,to be selected from a random sample of
customers.The primary areas of interest are:
•Overall customer satisfaction
•Awareness of rates
•Awareness of formal/written communications
•Awareness of conservation activities/programs
•Awareness of water recycling activities
•Concerns about water supply
•Reliability of service
•Reliability of supply
•Awareness of sewer operations
•Demographic measures
Survey II -N=200,selected from customers who have contacted the
district within the last 6 months.Areas of interest include:
•Specific Call Center interaction
•Courtesy of staff
•Clarity and accuracy of responses from staff
•Knowledge of Call Center staff
•Experience with field staff
•Quality of service received
•Overall satisfaction with service received
•Use of online services
•Quality of online services
The successful vendor will be responsible for questionnaire
development,fieldwork,data tabulation,and presentation of
topline results.
The vendor should expect to consult with the district regularly
on the questionnaire development and be prepared to provide up to
three site presentations of the results.
Bids should include costs for all services and fieldwork
(including translating surveys into Spanish and conducting some
of the survey to Spanish speaking customers)and any and all
miscellaneous expenses.
The district would like 10 copies of both the data and the
report.
The district may also request several data printouts with various
questions cross-tabbed by other items.
The district can provide names,telephone numbers,zip codes of
survey respondents.All data and questionnaires should be
returned to the district upon completion of the survey.
Please submit your proposals via mail or e-mail to:
Ar.mando Buelna,Communications Officer
Otay Water District
2554 Sweetwater Springs Blvd.
Spring Valley,CA 91978
abuelna@otaywater.gov
Questions about this project may be directed to
abuelna@otaywater.gov or (619)670-2256.
Attachment B
Flagship Research
2840 Fifth Ave.,#200
San Diego,CA 92103
Luth Research
1365 Fourth Avenue
San Diego,CA 92101
Claritas Inc.
5375 Mira Sorrento Place,#400
San Diego,CA 92121
Current Analysis Inc.
8008 Girard Ave.,#145
La Jolla,CA 92037
Competitive Edge
309 Calle Nebina
San Clemente,CA 92672
Rea &Parker Research
P.O.Box 421079
San Diego,CA 92124
Directions In Research,Inc.
8593 Aero Drive
San Diego,CA 92123
IMS Integrated Marketing Systems
945 Homblend St.,#G
San Diego,CA 92109
Godbe Research
785 Grand Avenue,Suite 200
Carlsbad,CA 92008
Zogby Research
901 Broad Street
Utica,NY 13501
Field Research Corp.
3940 Fourth Ave.,#300
San Diego,CA 92103