HomeMy WebLinkAbout08-08-06 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
Tuesday
August 8, 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 I ACTION ITEMS
3. DISCUSSION OF THE DISTRICT'S WEBSITE (STEVENS) [1 0 minutes]
4. DISCUSSION OF THE 2006 CUSTOMER SURVEY (BUELNA) [15 minutes]
5. UPDATE ON BREAKFAST AND BRIEFING EVENT (BUELNA) [10 minutes]
6. ADJOURNMENT
BOARD MEMBERS ATTENDING:
Mark Robak, Chair
Larry Breitfelder
1
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 August 4, 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 August 4, 2006.
2
AGENDA ITEM 3
There is no staff report for Item 3.
A verbal update will be provided.
AGENDA ITEM 4
STAFF REPORT
TYPE MEETING: Communications Committee
SUBMITTED BY: Armando Buelna,
Communications Officer
APPROVED BY:
SUBJECT: 2006 Customer Survey
GENERAL MANAGER'S RECOMMENDATION:
MEETING DATE:
W.O./G.F. NO:
August 8, 2006
DIV. NO. All
support retaining Rea & Parker
the Social Science Research
Customer Service, Satisfaction,
That the Communications Committee
Research and Douglas Coe of
Laboratory to conduct the 2006
and Awareness Surveys.
PURPOSE:
The 2006 Strategic Business Plan calls for implementing a
standardized potable and recycled water customer survey. It
also emphasized expanding quality control in Finance Customer
Service to ensure outstanding Call Center interaction with
customers. To accomplish these Strategic Plan objectives, staff
recommends retaining Rea & Parker Research and Douglas Coe of
the Social Science Research Laboratory to conduct the 2006
Customer Service, Satisfaction, and Awareness Surveys.
BACKGROUND:
In 2005, the district retained Rea & Parker Research and Douglas
Coe of the Social Science Research Laboratory to perform a
customer survey to establish baselines for assessing overall
customer satisfaction and awareness of Otay Water District
programs and services. In this survey, customers were called at
random from the district's customer base. The 2006 Strategic
Plan adopted by the Board of Directors envisioned conducting a
follow-up telephone survey to build upon the 2005 study and
inquire into topics not covered in that survey.
The 2006 Strategic Plan also calls for expanding quality control
in the Finance Department with the goal of ensuring quality Call
Center customer service. To address this goal, staff is
recommending a separate element of 2006 study which will include
a survey of customers who have interacted with the district's
Call Center within the past six months. This portion of the
survey will focus specifically on interactions with the Call
Center.
Because these Strategic Plan goals seek to survey different
populations within the district's service area, staff is
recommending that two related but separate surveys be conducted.
As noted, Survey I will contact customers at random to assess
general attitudes and opinions about overall awareness and
satisfaction with district programs and services. Survey II, on
the other hand, will only contact those customers who have
called within the past six months. This survey will focus
primarily the courtesy, knowledge, and general quality of
service delivered by the district's Call Center.
bid
to
Bid
Luth
In accordance with district procedures, staff solicited
proposals from ten local and one national research firm
conduct the surveys. Four responses to the Invitation to
were received. Proposals were received from Godbe Research,
Research, Rea & Parker Research, and Zogby International.
Zogby International was the low bidder at $19,750, followed by
Rea & Parker Research ($27,500), Luth Research ($31,700), and
Godbe Research ($33,520 to $40,485 depending upon the length of
the interview) .
It is important to note that Zogby International did not include
any onsite meetings with staff, board committees, or a site
presentation of the survey findings to the board of directors,
though a minimum of three site presentations were specified in
the Invitation to Bid. Zogby International would be available to
meet via teleconference and present the results via video
conference. If an onsite meeting or a presentation were desired,
the district would pay actual travel costs for a polling/
research editor to be present, which they conservatively
estimate at approximately $1,000 per meeting.
Upon review of the four proposals, staff recommends the
selection of Rea & Parker Research in conjunction with the
Social Science Research Laboratory to develop and conduct the
surveys. In contrast with Zogby International, Rea & Parker
recommends a minimum of five onsite meetings be held with Dr.
Richard Parker and Douglas Coe and the Otay Water District in
order to develop and finalize the survey instrument, procedures,
and final report format and guidelines.
Staff supports retaining Rea & Parker Research and the Social
Science Research Laboratory based on their expertise, the
timeliness, professionalism, quality of their work, and their
level of personal service, as well as staff's positive
experience working with this firm on the 2005 study.
Rea & Parker Research and the Social Science Research Laboratory
also have extensive experience performing surveys for public
agencies including the San Diego County Water Authority, local
public water districts, and local government throughout San
Diego County. As noted above, they also conducted the 2005 OWD
customer survey.
FISCAL IMPACT:
The cost of conducting the survey projects will total $27,500 .
Funding for the study is included in the General Manager's 2006
Budget (GL 5261) .
STRATEGIC GOAL:
This project is consistent with the following OWD 2006 Strategic
Plan goals:
l.A.l Implement a standardized Potable and Recycled Water
Customer Survey .
l ,A.3 Expand a Quality Control/Audit program to ensure
quality customer service .
LEGAL IMPACT:
None.
Gberal Manager
Attached:
A -Rea & Parker Research -OWD 2006 Customer Service, Satisfaction, and
Awareness Surveys
B -Invitation to Bid
C -Summary of Proposal Rankings by Panel Members
Otay Water District
2006 Customer Service,
Satisfaction, Awareness
Surveys
Proposal to
Mr. Armando Buelna
Communications Officer
Otay Water District
2554 Sweetwater Springs
Blvd.
Spring Valley, CA 91978
Prepared by
Rea & Parker Research
P.O. Box 421079
San Diego, CA 92142~1079
858~279-5070
www .rea-parker .com
June 2, 2006
Proposal Letter
Project Objectives
Table of Contents
Qualifications and Related Experience
Qualifications
Experience
References
Resumes
Scope of Services
Proposed Project Schedule
Price and Cost Proposal
Commitment from Rea & Parker Research
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
3
7
15
16
Page
iii
1
3
26
34
34
34
Rea & Parker Research
June 2, 2006
June 2, 2006
Mr. Armando Buelna
Communications Officer
Otay Water District
2554 Sweetwater Springs Blvd.
Spring Valley, CA
Dear Mr. Buelna:
Re: Otay Water District Survey Research Proposal
Survey I: General Customer Survey
Survey II: Customer Service Survey
Rea & Parker Research is a survey/market research and economic consulting firm based in San
Diego, California, with facilities in Los Angeles and Orange County. It was founded by its
present owners, Louis M. Rea, Ph.D., and Richard A. Parker, Ph.D., in 1984 and has grown into a
well-respected, financially stable, and substantial research organization with clients throughout
the State of California and the Southwest who will attest to the firm's ability to deliver a very high
quality product to its clients, with practical recommendations and valuable, actionable findings.
Dr. Parker and Dr. Rea are professors in the School of Public Administration and Urban Studies
at San Diego State University. Dr. Rea has also been Director of the School for 23 years. Dr.
Parker and Dr. Rea are co-authors of a highly successful book, Designing and Conducting Survey
Research: A Comprehensive Guide, published by Jossey-Bass Publishers of San Francisco in
1992, with a second edition published in 1997, and a third edition in 2005.
Drs. Parker and Rea have extensive experience in public and urban affairs regarding the
collection of primary demographic, attitudinal, and market-related data through survey research
and focus group analysis, particularly regarding transportation research and water research.
Water related surveys have been conducted for the Otay Water District (baseline 2005 customer
satisfaction survey), the San Diego County Water Authority (2000, 2003, 2004, and 2005 public
opinion polls, 2003 and 2005 member agency surveys, and 2005 economic climate survey), the
City of San Diego Water Department (2004 customer satisfaction survey), North County Co-
Permittees Watershed survey (2004), and the San Diego County unincorporated watershed
surveys (2004), among others that are detailed in the proposal.
Rea & Parker Research has a significant history of success in deriving marketing data from ethnic
minority groups. Further, Dr. Parker and Dr. Rea and are highly regarded economic consultants,
particularly in the areas of fiscal impact analysis, urban economic development, and site specific
commercial, retail, and residential evaluation.
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Mr. Armando Buelna
Otay Water District
page 2
Rea & Parker Research possesses significant expertise in issues pertaining to· transportation and
growth, along with vast experience in survey research and analysis, focus group research, data
collection, and sampling design, all of which are detailed in the Proposal enclosed with this letter
of interest.
In association with Douglas Coe, Director of San Diego State University's Social Science
Research Laboratory and to meet the objectives of this project, Rea & Parker Research and
Douglas Coe propose to:
design sampling plans and survey instruments,
coordinate all field data-collection activities
edit, code, weight, expand, and analyze survey data
prepare written report of findings
prepare graphical presentations of the data
provide final computerized data files
Rea & Parker Research is pleased to respond to this Request for Proposals and to submit this
Proposal and Statement of Qualifications in an effort to be selected as the consultant for the Otay
Water District 2006 Customer Surveys.
Rea & Parker Research and Douglas Coe (SSRL) are committed to keeping the lines of
communication open as the project moves forward. To that end, Rea & Parker Research will
provide the Otay Water District Project Manager with frequent progress reports. By using key
senior staff members to implement the tasks described above, Rea & Parker Research promises to
provide consistent and efficient consulting services to its clients in general, and to Otay Water
District, in particular, for this project.
We thank you for the opportunity to propose our services and sincerely hope that our response to
your Request for Proposals meets with your satisfaction and approval.
Sincerely,
Richard A. Parker, Ph.D.
President
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
PROJECT OBJECTIVES
In 1956, the Otay Water District was authorized by the State Legislature and gained its
entitlement to imported water. Today, the District serves the water and/or sewer needs of
approximately 186,000 people by purchasing their water from the Metropolitan Water District of
Southern California through the San Diego County Water Authority. The District takes delivery
of the water through several connections to large pipelines owned and operated by the San Diego
County Water Authority. Since its inception, the Otay Water District has also collected and
reclaimed wastewater generated within the Jamacha drainage basin and pumped the reclaimed
water south to the Salt Creek basin where it is used for irrigation and other non-potable uses.
The Otay Water District wishes to conduct a statistically reliable customer satisfaction and
customer awareness telephone survey among residential customers. The purpose of the survey is
twofold -first, to provide a baseline for measurement of customer satisfaction. Secondly, to
provide information concerning customer awareness of and reaction to the communications,
utility rates and costs, conservation activity, field service and overall opinions of quality and
reliability.
The Otay Water District requests that consultants propose to conduct two distinct surveys, as
follows:
Survey 1: 300 customers of the Otay Water District will be randomly sample surveyed.
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
• Attitudes toward conservation
• Concerns about water supply
• Quality of water supply
• Reliability of supply
• Awareness of sewer operations
• Demographic measures
• Areas of interest concerning water or district issues (open end)
• Other areas as may occur in planning discussions
Survey II: 200 randomly selected customers of Otay Water District who have contacted the
District for information and/or customer service during the most recent 6 months.
The primary areas of interest are:
• Call Center interaction-specific instances
• Courtesy of staff
• Clarity and accuracy of responses from staff
• Level of knowledge displayed by Call Center staff
• Experience with field staff
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
• Quality of service received ,
• Overall satisfaction with service received
• Use of online services
• Quality of online services
• Demographic measures
Richard A. Parker, Ph.D., Professor, School of Public Administration and Urban Studies-
San Diego State University, Louis M. Rea, Ph.D., Professor and Director of the School of
Public Administration and Urban Studies-San Diego State University -and Douglas Coe,
Director of the Social Science Research Laboratory (SSRL)-San Diego State University
are pleased to respond to the Otay Water District Request for Proposal to be the consultant
selected to perform both of the surveys, including the overall development, implementation
and ensuing analysis of the knowledge, attitudes, and behaviors of the subject population, as
more fully described in the Scope of Services section of this proposal that follows
Qualifications and Related Experience.
This proposal applies to both surveys, with distinctions made, where appropriate
throughout the proposal, and, in particular, with regard to the cost and price component of
the proposal.
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
QUALIFICATIONS AND RELATED EXPERIENCE
RICHARD A. PARKER, Ph.D. and LOUIS M. REA, .Ph.D. {Rea &
Parker Research and San Diego State University), AND DOUGLAS COE
(Director, Social Science Research Laboratory-San Diego .. State
University)
Qualifications
Rea & Parker Research is a survey and market research and economic consulting firm based in
San Diego, California, with facilities in Los Angeles and Orange County. Rea & Parker Research
has been a significant research firm in public transportation for many years. It was founded by its
present owners, Louis M. Rea, Ph.D., and Richard A. Parker, Ph.D., in 1984 and has grown into a
well-respected, financially stable, and substantial research organization with clients throughout
the State of California and the Southwest who will attest to the firm's ability to deliver a quality
product within the originally designated budget and in accordance with the contracted time
schedule.
Dr. Parker and Dr. Rea are professors in the School of Public Administration and Urban Studies
at San Diego State University. Dr. Rea is also the Director of that School. Dr. Parker and Dr.
Rea are co-authors of a highly successful book, Designing and Conducting Survey Research: A
Comprehensive Guide, published by Jossey-Bass Publishers in 1992, with a second edition
published in 1997, and a third edition in 2005.
Drs. Parker and Rea have extensive experience in public and urban affairs regarding the
collection of primary demographic, attitudinal, and market-related data through survey research
and focus group analysis. Rea & Parker Research has conducted San Diego region water
related awareness and satisfaction surveys for the Otay Water District, San Diego County
Water Authority, Imperial Irrigation District, San Diego County, City of San Diego, City of
Oceanside, Sweetwater Authority, and San Luis Rey Indian Water Authority-all of which
are detailed in the attached letter of transmittal and list of clients and projects that follow.
Rea & Parker Research has a significant history of success in deriving marketing data from ethnic
minority groups. Further, they are highly regarded economic consultants, particularly in the areas
of fiscal impact analysis, urban economic development, and site specific commercial, retail, and
residential evaluation. Rea & Parker Research has conducted surveys and market research for a
significant list of clients, including:
State of California--Senate Rules Committee
State of California--Senate Special Committee on Border Issues
State of California--Office of the Auditor General
State of California--Office of the Attorney General
California Department of Transportation (CAL TRANS)
San Diego County Sheriffs Department
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
San Diego County Water Authority
Otay Water District
San Diego Gas & Electric
Imperial Irrigation District
County of San Diego
County of Orange
City of San Diego
City of San Diego Housing Commission
City of Escondido
City of Carlsbad
City of Oceanside
City of Poway
City of Davis
City of St. Helena
City of Dana Point
Los Angeles County Metropolitan Transportation Authority
Southern California Regional Rail Authority (Metrolink)
Orange County Transportation Authority
Bay Area Rapid Transit
Metropolitan Transit Development Board (San Diego Transit)
Riverside Transit Authority
Southern California Association of Governments
SANDAG
Sweetwater Authority
Santa Clarita Transit
Alhambra Community Transit
Culver City Bus Lines
Commerce Transit
Pasadena ARTS
Cerritos-On-Wheels (COW)
Santa Monica Big Blue Bus
Los Angeles Commuter Express
Torrance Transit
Carson Circuit
El Monte Trolley
Foothill Transit
San Diego County Taxpayers Association
San Diego County Law Library
City Heights Community Development Corporation (City of San Diego)
Centre City Development Corporation (City of San Diego)
North Park Main Street Association (San Diego)
San Luis Rey Indian Water Authority
La Jolla Band of Mission Indians
Viejas Enterprises
Wallace, Roberts and Todd--Planners and Architects (San Francisco)
Westec Services, Inc. (Salt Lake City)
Joint Labor/Management Committee-Retail Food Industry
San Diego/Imperial Counties Labor Council AFL-CIO
Sweetwater Authority
PRC Engineering
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
RECON, Incorporated
Christiansen and Wallace
Stevens Planning Group
Brian Mooney and Associates--Urban Planners
Ault, Deuprey, Jones, Danielsen, & Gorman--Attorneys at Law
Higgs, Fletcher & Mack--Attorneys at Law
O'Neill, Huxtable & Abelson--Attorneys at Law
Seyfarth Shaw-Attorneys at Law
Richard A. Parker, Ph.D. is a professor in the School of Public Administration and Urban
Studies at San Diego State University where he teaches graduate and . undergraduate
courses in statistics, survey research, urban economic development, finance, and real estate.
Dr. Parker possesses extensive analytical experience in statistical survey research, market
amtlysis, land use, real estate development and valuation, and transportation issues. He will serve
as the co-Project Director.
Dr. Parker has been a consultant to both the public and private sectors for almost 30 years. He
has specialized in sample survey research for various governmental agencies and market research
for retail, commercial, residential, and recreational development. Particular emphasis has been
placed upon market research conducted in the field of transportation, with a myriad of rider/on-
board surveys, intercept surveys, telephone surveys, and focus group projects having been
performed for several transportation agencies. Dr. Parker has further established his reputation
with regard to fiscal impact studies, urban redevelopment, and environmental
impact/socioeconomic and demographic analyses. Dr. Parker has also been involved on a
consultative basis with a number of issues concerning economic and population growth impacts
in Southern California and has published a variety of articles, monographs, and books on these
subjects. He has further participated in various panel discussions, delivered expert testimony to
legislatures and courts, and appeared on several radio and television programs on behalf of his
clients. Dr. Parker is a graduate of Brown University, the University of California at Berkeley,
and UCLA. He possesses degrees in Business Administration from those institutions (B.S.,
MBA, and Ph.D.) plus a further graduate degree in City Planning (MCP) from San Diego State
University.
Louis M. Rea, Ph.D. is a professor of City Planning and Director of the School of Public
Administration and Urban Studies at San Diego State University. Dr. Rea will be co-Project
Director. He has taught graduate courses in statistical analysis, transportation planning, survey
research, and urban/fiscal problems. He has published a variety of articles, participated in panel
discussions, and delivered numerous papers at professional conferences throughout the United
States. He has extensive experience as a researcher and consultant in the San Diego area for the
past 25 years.
Dr. Rea has conducted surveys in numerous consulting and research assignments for municipal
jurisdictions and private businesses throughout Southern California. He has prepared
environmental impact reports and market analyses for various commercial/recreational
developments. He has analyzed the feasibility of assessment districts and direct benefit
financing, and prepared demographic and economic profiles and projections for numerous
projects.
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Dr. Rea is a graduate of Colgate University in New York, with a M.A. and Ph.D. from Syracuse
University in Regional Planning.
Douglas Coe has served as Director of the Social Science Research Laboratory (SSRL) at San
Diego State University since 1990. SSRL has been the Archivist for the California (Field) Poll
since 1985. Mr. Coe will supervise the programming and computerization of the data and
statistical data output. Mr. Coe has extensive experience in computer programming project
design, instrument development, data collection and analysis. He has over 30 years experience in
research project management and the use of computational systems. Mr. Coe has proven his
research capabilities through completed project contracts with government agencies, community
organizations, private enterprises in coordinating community surveys, policy evaluations,
satisfaction studies and program evaluations. Mr. Coe holds a Bachelor's Degree from the
University of California at Riverside and a Master's Degree from San Diego State University.
Besides working with Rea & Parker Research on many of the projects referenced listed above and
detailed below, additional clients of Douglas Coe and SSRL include:
Aetna Government Health Plans, CHAMPUS Division
American College of Preventive Medicine
California Department of Parks and Recreation
California State Department of Conservation, Division of Recycling
California State Department of Health
Child Abuse Prevention Foundation
City of Chula Vista Human Services Council
City of San Diego
Computer Economics, Incorporated
The Field Institute, San Francisco
Girard Foundation
I Love a Clean San Diego County, Incorporated
San Diego County, Solid Waste Division
Industrial Environmental Association of San Diego
Oceanside Unified School District
The Office of the Chancellor, California State University
Office of the Civil Rights Monitor
Pacific Institute for Research and Evaluation
Paradise Valley Hospital, National City
San Diego Association of Governments (SANDAG)
San Diego Community Foundation
San Diego Convention and Visitor's Bureau
San Diego County Department of Health Services
San Diego County Office of Education
San Diego County Water Authority
San Diego Environmental Health Coalition
San Diego Fluoridation Coalition
Sweetwater Authority
The San Diego Union-Tribune and NBC 7/39 Television
Scripps Memorial Hospitals
South Bay Union Elementary School District
The Stevens Cancer Center-Scripps Memorial Hospitals
Sweetwater Union High School District
Twenty Second District Agricultural Association, State of California
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Otay Water District
Rea & Parker Research
June 2, 2006
UCSD School of Medicine, Dept. of Family and Preventive
Medicine
U.S. National Park Service
U.S. Navy Health Research Center
U.S. Navy Special Warfare Group
Selected Sample Survey Research Projects of Rea & Parker Research-references
at end of section
Otay Water District
2005 customer satisfaction survey of 350 residential customers concermng
behavior, opinion, customer service, desalination, water reclamation, and
conservation practices.
San Diego County Water Authority
2003 San Diego County Water Authority Telephone Public Opinion Survey
conducted among 600 telephone respondents in order to assess knowledge,
behavior, opinions, and willingness to pay regarding water issues, including
reliability.
2004 Member Agency Survey was prepared, administered and analyzed
regarding customer satisfaction. Project included a total revision of the
instrument that had been used for many previous years in order to successfully
discern possibilities for improved service by the Water Authority to its member
agencies
2004 San Diego County Water Authority Telephone Public Opinion Survey: 710
respondents concerning behavior, opinion, future needs assessment issues,
desalination, water reclamation, and conservation practices.
2005 San Diego County Water Authority Public Opinion Survey: 725
respondents concerning behavior, opinion, future needs assessment issues,
desalination, water reclamation, and conservation practices.
2004 Engineering Department Employee Satisfaction Survey
2005 Member Agency Survey: On-line survey of general managers, division
managers, operating heads regarding SDCW A policies and programs
2005 Survey of 400 San Diego County public works contractors to identify issues
pertaining to project labor agreements and other public works contracting issues,
including satisfaction with working in association with SDCW A.
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
State of California (Senate Rules Committee, Senate Select Committee on Border
Issues, and Office of the Auditor General)
Analysis of fiscal impact of undocumented immigrants on public services in San
Diego County, including criminal justice system, education, and public health.
Further identified estimated number of undocumented residents and their
contributions to State and local tax revenues. Also included in the analysis were
federal revenues, false documentation issues, and macro economic impacts.
Study included substantial primary data gathering techniques, including direct
interviews with undocumented immigrant workers and INS returnees. Prepared,
administered, and analyzed sample surveys of undocumented immigrants in San
Diego County for purposes of determining employment characteristics, revenue
generation, demographics, and migration patterns. Research included extensive
face-to-face interviews and structured roundtable discussions.
City of Carlsbad
Prepared, implemented, and analyzed citywide sample telephone survey of 600
respondents concerning future urban commercial development in this fast
growing Northern San Diego County city. Extensive analysis of underlying
values through conjoint analytical techniques was featured.
County of Orange
Prepared, implemented, and analyzed 1,040 person telephone survey of
unincorporated area (North Tustin) in order to assess level of service satisfaction
issues and potential annexation/sphere of influence adjustments.
City of San Diego
Prepared, implemented, and analyzed 400 person telephone survey of residents of
three low income San Diego communities concerning issues such as crime,
economic development, city services, and the success of the City's "Weed and
Seed Program."
Prepared, administered, and analyzed sample survey of San Diego County
residents for purposes of assessing utilization and demand factors for Mission
Bay Park in San Diego. This survey of 850 persons served to inform the revision
of the Park's Master Plan.
Analysis of market for existing condominium developments in downtown San
Diego. Detailed analysis included extensive survey and corresponding statistical
and qualitative analysis including recommendations for future market
composition.
Consultant for the revitalization of an older commercial retail area in mid-city
San Diego seeking to rejuvenate its retail base. Three surveys and a series of key
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Customer Sen1ice, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
participant discussions were performed in conjunction with this effort--existing
retailers, potential retailers, and residents of the area--plus corresponding
statistical and qualitative analysis. Final report included a recommended retail
structure for the community that would be realistic, implementable, and sensitive
to the diversity of ethnicity in this community.
Conducted 600 person telephone survey in mid-city for purposes of establishing
need for community court in the area populated by myriad low-income minority
and immigrant groups. Also in-person interviews/surveys of 100 local business
owners.
Conducted 400 person customer satisfaction survey for City Water Department,
with emphasis, in particular, on water recycling.
San Diego County
Public awareness survey of 1300 County residents regarding water quality and
watershed protection, including level of knowledge, behavior, and opinion
components.
San Diego County Sheriff's Department
• Established sampling methodology for analysis by station (11) of workload and
availability for calls for service among Sheriffs patrol deputies. Over 3,000
samples drawn and analyzed to establish manpower needs.
• Sample of Communications Center 911 and administrative calls to determine
optimal workload shifts and total personnel required.
Utilized scientific sample to analyzed time savings applicable to the conversion
of arrest data to laptop computers from manual entry. Final report included
specific determination of manpower hours saved and recommendations for
software and operational policy changes in order to maximize technological
advantages.
Orange County Transportation Authority
• Marketing program consultant including two 600 person surveys among Latino and
senior residents of Orange County and 12 focus groups to identify market -enhancing
opportunities for transit service.
Conducted CenterLine Customer Profile for the Orange County Transportation
Authority involving intercept surveys of 8,800 potential urban light rail users and
1,500 telephone survey interviews. Final analysis assessed likely ridership, preferred
destinations, trip purposes, demographic and psychographic profiles of potential light
Metro Rail ridership.
Conducted 2,000 person rider/on-board bus survey for the Orange County
Transportation Authority regarding monthly, weekly, and daily bus pass sales.
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Prepared questionnaire, administered survey, analyzed data m order to assess
potential for expanding bus pass sales.
Prepared Multi-Cultural Market Assessment Study for transportation services in
Orange County. Formulated baseline data and marketing strategies for long-and
short-term transportation related issues facing Orange County's diverse multi-cultural
communities, with particular emphasis upon Hispanic and Vietnamese communities.
Administered three different statistical surveys including intercept and rider/on-board
formats, each in English, Spanish, and Vietnamese.
Conducted Vietnamese ridership study, including in-person intercept survey,
telephone sample survey, and focus group among Vietnamese community leaders
regarding current bus service and future transit needs in the Vietnamese areas of
Orange County.
• Sample survey of 400 bicycle commuters.
Los Angeles County Metropolitan Transportation Authority (MTA)
Rider/on-board 2002 Bus survey for Los Angeles County Metropolitan
Transportation Authority, including 40,000 rider/on-board surveys, 2,500 follow-up
telephone interviews, and 10 focus groups. Includes additional surveys for
Alhambra Community Transit, Culver City Bus Lines, Commerce Transit,
Pasadena ARTS, Cerritos-On-Wheels (COW), Santa Monica Big Blue Bus, Los
Angeles Commuter Express, Santa Clarita Transit, Torrance Transit, Carson
Circuit, El Monte Trolley, and Foothill Transit.
Rider/on-board 2002 Rail survey for Los Angeles County Metropolitan
Transportation Authority, including 15,000 rider/on-board surveys, 1,000 follow-up
telephone interviews, and 3 focus groups.
Southern California Regional Rail Authority (Metrolink)
•
•
Obtained precise counts of passenger hoardings and alightings at each station for
each train in the Metrolink train system and conducted a 3,500 person rider/on-board
sample survey regarding customer satisfaction for the Southern California Regional
Rail Authority (Metrolink). Analysis included comparative data analysis of trends
from the 1997 rider/on-board survey (also conducted by Rea & Parker Research) and
from 1995.
Computerized, analyzed, prepared final report, and presented findings for 6000
rider/on-board rail passenger surveys for the Southern California Regional Rail
Authority (Metrolink) regarding customer satisfaction. Analysis included
comparative data analysis of trends from previous rider/on-board surveys.
Determined the requisite two-stage sample for Federal Transportation Agency
requirements for annual passenger and mileage calculations.
10
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
California Department of Transportation
• On-Line Survey and focus groups with CAL TRANS engineers concermng
internal job issues.
Riverside Transit Agency
On-board customer satisfaction survey, passenger count, and ride check of
100% of system-weekdays and weekends
Southern California Association of Governments
• 800 person survey and 6 focus groups to determine desired route for high-
speed rail from Northern California between Los Angeles and San Diego
'f• 5,000 respondent cross-border transportation survey at 3 Imperial County border
checkpoints-24 hours (weekends and weekdays)
University of California-Berkeley
· • Panel based survey of participants in pilot study of commute by rail with pooled
rental car available at work location and rail station.
Survey of riders of Metrolink between Riverside and Los Angeles re: location of
new station and potential bus connection routes
North Park Main Street Association
Conducted two intercept surveys--business owners and shoppers in San Diego
Main Street National Historic Preservation Area in order to determine shopping
needs and level of improvement or decline in area since the implementation of
the Main Street program.
City of Davis
Prepared, administered, and analyzed sample survey of 833 residents of Davis,
California for purposes of assessing utilization, demand, and tax allocation
factors for City of Davis Department of Parks and Recreation in concert with the
preparation of the Master Plan.
City of St. Helena
Prepared, administered, and analyzed sample survey of City of St. Helena,
California residents for purposes of General Plan revisions.
11
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
City of Poway
Prepared, administered, and statistically analyzed a mail survey of 800 Poway
businesses regarding their needs and opinions concerning Poway's business
climate and future opportunities. Final report included detailed analysis and
exposition, including recommendations where appropriate.
Prepared, administered, and statistically analyzed a mail survey of 6,000 Poway
households concerning their opinions regarding a variety of issues of importance
to the City for future planning. Final report included fully tabulated results with
accompanying statistical reports.
City of Dana Point
Prepared recreation and parks needs assessment survey for administration to
general public.
City of Oceanside
Public awareness survey of 800 Carlsbad and San Luis Rey watershed residents,
including level of knowledge, behavior, and opinion components.
Sweetwater Authority
Public awareness survey of 400 residents of the water agency, including level of
knowledge, behavior, and opinion components.
Imperial Irrigation District
Statistical modeling of power demand
Instructed employees of Energy Supply and Trading div~sion m statistical
techniques
San Luis Rey Indian Water Authority
Prepared and supervised administration of detailed census and opinion survey of
2,500 members of five Indian tribes. Particular emphasis was given to issues of
importance to the tribes' members such as job opportunities, education, cultural
issues, economic development opportunities and transportation access issues.
Focus group sessions with each tribe were utilized to complement the survey
findings. Final report included both census data and fully tabulated and
statistically analyzed summary of the opinions of reservation residents.
City of Escondido
Prepared, administered, and statistically analyzed telephone survey of 425
residents concerning library facilities.
12
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Stoorza, Ziegaus & Metzger -Public Relations
• Conducted city-wide (San Diego) survey of voter opm10n (850 participants)
concerning the initiative to change the name of Dr. Martin Luther King, Jr. Way
to Market Street and related issues.
MNA Consulting, Inc.
Prepared, administered, and analyzed sample survey of City of Poway, California
citizens in order to assess demand factors for new public library facility.
San Diego Housing Commission
In accordance with the City of San Diego SRO Preservation Ordinance, a
survey/inventory of all existing guest rooms in the City of San Diego was
performed in order to retroactively identify rooms that qualified as single room
occupancy hotel rooms as of December 1985, December 1987 and May 1988.
The purpose of this survey was to identify a baseline number of such units for
presentation purposes. Prepared survey instrument, SRO identification
methodologies, computerization formats, statistical analyses, and final report
with room-by-room breakdown.
San Diego County Department of Planning and Land Use
Evaluated the San Diego Community Planning Process as viewed by planning
group participants and informed parties (developed questionnaire, analyzed data,
and prepared a final report).
San Diego County Law Library
Prepared and implemented 5 specific survey research projects among law library
course attendees, librarians, and non-attendees.
Stevens Planning Group, Inc.
Conducted economic/marketing analysis of proposed 2500-acre resort
development in East San Diego County. Analysis included examination of
comparable projects plus administration of surveys to target Services groups of
potential users of proposed resort activities. Surveys were tabulated and
statistically analyzed and then combined with reconnaissance of comparable
projects in formal report to client.
Higgs, Fletcher & Mack
Analyzed and testified as expert witness regarding statistical survey concerning
appraisal of commercial real estate subject to condemnation.
13
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Seyfarth Shaw
Testified as expert witness regarding adequacy of statistical survey sampling of
employees in class action lawsuit
14
Customer Service, Satisfaction, and Awareness Surveys
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Rea & Parker Research
June 2, 2006
'
I'
References:
Mr. John Liarakos, Media Relations
Mr. Paul Lanspery, Deputy General Manager
Mr. Dennis Cushman, Asst. General Manager
San Diego County Water Authority
4677 Overland Ave.
San Diego, CA 92123
Commander Robert J. Apostolos
Tel. 858-522-6703 (Liarakos)
Tel. 858-522-6783 (Lanspery)
Tel. 858-522-6785 (Cushman)
Gail Larsen, Communications Coordinator
San Diego County Sheriff's Department
9621 Ridgehaven Court
P.O. Box 429000
San Diego, CA 92142 Tel. 858-974-2319 (Cmdr. Apostolos)
Tel. 858-565-5498 (Larsen)
Ms. Lisa Briggs
Policy Advisor to Mayor Jerry Sanders, City of San Diego
202 C Street
San Diego, CA 92101 Tel. 619-236-6330
Mr. Nigel Blampied
Director of Operations
State of California
Department of Transportation (Cal trans)
1120 N Street
Sacramento, CA 95814
15
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Tel. 916-654-5266
Rea & Parker Research
June 2, 2006
Richard A. Parker, Ph.D.
Education
Ph.D. University of California, Los Angeles (Los Angeles, California)
Doctor of Philosophy
M.B.A. University of California, Berkeley (Berkeley, California)
Master of Business Administration
Teacher Certification-Lifetime Secondary Credential
(Business, Social Studies, English)
M.C.P. San Diego State University (San Diego, California)
Master of City Planning
B.S. Brown University (Providence, Rhode Island) and
University of California, Berkeley (Berkeley, California)
Bachelor of Science-Business Administration
(Phi Beta Kappa)
Selected Related Professional Experience
1985-Professor, School of Public Administration and Urban Studies, San Diego State
University, San Diego, California. Courses taught:
Seminar in Urban Planning Methodologies (graduate)
Issues in Financing Urban Development (graduate)
Quantitative Methods (Statistics) (graduate)
Seminar in Quantitative Approaches to Public Administration (graduate)
Quantitative Techniques in Urban Planning (graduate)
Methods of Analysis in City Planning (upper division undergraduate)
Contemporary Urban Issues (upper division undergraduate)
The Metropolitan Area (upper division undergraduate)
Public Policy (upper division undergraduate)
Decision Making in the Public Sector (upper division undergraduate)
Public Finance (graduate and upper division undergraduate)
Seminar in Economics of Urban and Regional Planning (graduate)
1982-President/Project Director, Rea & Parker Research
Research Clients include:
• State of California--Senate Rules Committee
• State of California--Senate Special Committee on Border Issues
State of California--Office of the Auditor General
State of California--Office of the Attorney General
• California Department of Transportation (CAL TRANS)
San Diego County Sheriffs Department
San Diego County Water Authority
San Diego Gas & Electric
16
Customer Service, Satisfaction, and Awareness Surveys
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Rea & Parker Research
June 2, 2006
Richard A. Parker, Ph.D.
Otay Water District
• Imperial Irrigation District
County of Orange
County of San Diego
City of San Diego
• City of San Diego Water Department
City of San Diego Housing Commission
City of Escondido
City of Carlsbad
City of Oceanside
City of Poway
City of Davis
City of St. Helena
City of Dana Point
Los Angeles County Metropolitan Transportation Authority
• Southern California Regional Rail Authority (Metrolink)
• Orange County Transportation Authority
• Bay Area Rapid Transit
• Metropolitan Transit Development Board (San Diego Transit)
Southern California Association of Governments
Santa Clarita Transit
Ri versicle Transit Agency
Sweetwater Authority
San Diego County Taxpayers Association
San Diego County Law Library
City Heights Community Development Corporation (City of San Diego)
Centre City Development Corporation (City of San Diego)
North Park Main Street Association (San Diego)
San Luis Rey Indian Water Authority
La Jolla Band of Mission Indians
Wallace, Roberts and Todd--Planners and Architects (San Francisco)
Westec Services, Inc. (Salt Lake City)
Joint Labor/Management Committee-Retail Food Industry
San Diego/Imperial Counties Labor Council AFL-CIO
PRC Engineering
RECON, Incorporated
Christiansen and Wallace
Stevens Planning Group
Brian Mooney and Associates--Urban Planners
MNA Consulting Services
Stoorza, Ziegaus, & Metzger--Public Relations
Ault, Deuprey, Jones, Danielsen, & Gorman--Attorneys at Law
Higgs, Fletcher & Mack--Attorneys at Law
O'Neill, Huxtable & Abelson--Attorneys at Law
Seyfarth Shaw-Attorneys at Law
17
Customer Service, Satisfaction, and Awareness Surveys
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Rea & Parker Research
June 2, 2006
2
Richard A. Parker, Ph.D.
1971-1982 Director of Real Estate Operations, David Capell & Co., Beverly Hills, CA
Directed the real estate operations of a large entertainment industry business
management firm. Functions included researching, investigating, analyzing and
selecting for investment millions of dollars of real estate annually plus accounting, tax
and estate planning specifically tailored to each client's needs. Shopping centers, office
buildings, apartment complexes, and unimproved investment property were all
transacted. Negotiated purchases, sales, refinancing, and restructuring and supervised
the ongoing management of these investments.
Selected Publications
Books
Designing and Conducting Survey Research: A Comprehensive Guide (with Louis M.
Rea, Ph.D., 1992 (2nd edition 1997-3'ct edition 2005). Jossey-Bass, Inc., Publishers,
San Francisco.
Monographs/Research Reports
Cost Benefit Analysis: A Case Study of the Berkeley Park Marina Shopping Center,
University of California, Berkeley, California, 1971, 168 pp.
The Economics of Environmental Restrictions on the Use of Urban Land, Institute of
Urban and Regional Development, University of California, Berkeley, California (with
Leonard Merewitz, Ph.D.), 1973, 79 pp.
Back to the City: The Middle Income Housing Market in Centre City San Diego, San
Diego State University, San Diego California, 1984, 258 pp.
The Fiscal Impact of Undocumented Immigrants Residing in San Diego County, State of
California, Office of the Auditor General, 1992, 129 pp.
Illegal Immigration in San Diego County: An Analysis of Costs and Revenues, State of
California, State Senate Office of Reproductions, 1993, 172 pp.
Articles
"Water Supply for Urban Southern California: An Historical and Legal Perspective,"
Glendale University Law Review, Vol. 8, Nos. 1-2, 1988.
"The Retail Commercial Strip in Transition: A Case Study in San Diego," The Western
Governmental Researcher (with Louis M. Rea, Ph.D.), Fall, 1989.
18
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
3
Louis M. Rea, Ph.D.
Education
Ph.D. Social Science, The Maxwell School, Syracuse University, 1975
M.R.P. Department of Regional Planning, The Maxwell School, Syracuse University, 1973
B.A. Economics, Colgate University, Hamilton, New York, 1971
(Phi Beta Kappa, cum laude, honors in economics)
Professional Experience
Professor and Director: School of Public Administration and Urban Studies, San Diego State
University, 1975-present. Manage an academic department with a budget of $1 million;
responsible for resource allocation and the purchase of supplies and equipment; supervise 20
full-time faculty and several staff personnel; responsible for hiring part-time faculty from the
professional community.
Vice-President/ Project Manager: Rea & Parker Research, 1982-present
Research Clients include:
•
•
•
•
•
•
•
State of California--Senate Rules Committee
State of California--Senate Special Committee on Border Issues
State of California--Office of the Auditor General
State of California--Office of the Attorney General
California Department of Transportation (CAL TRANS)
San Diego County Sheriffs Department
San Diego County Water Authority
San Diego Gas & Electric
County of San Diego
County of Orange
City of San Diego
City of San Diego Housing Commission
City of Escondido
City of Carlsbad
City of Oceanside
City of Poway
City of Davis
City of St. Helena
City of Dana Point
Los Angeles County Metropolitan Transportation Authority
Southern California Regional Rail Authority (Metrolink)
Orange County Transportation Authority
Bay Area Rapid Transit
Metropolitan Transit Development Board (San Diego Transit)
Southern California Association of Governments
Santa Clarita Transit
Sweetwater Authority
19
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Louis M. Rea, Ph.D
San Diego County Taxpayers Association
San Diego County Law Library
City Heights Community Development Corporation (City of San Diego)
Centre City Development Corporation (City of San Diego)
North Park Main Street Association (San Diego)
San Luis Rey Indian Water Authority
La Jolla Band of Mission Indians
Wallace, Roberts and Todd--Planners and Architects (San Francisco)
Westec Services, Inc. (Salt Lake City)
Joint Labor/Management Committee-Retail Food Industry
San Diego/Imperial Counties Labor Council AFL-CIO
PRC Engineering
RECON, Incorporated
Christiansen and Wall ace
Stevens Plaiming Group
Brian Mooney and Associates--Urban Planners
MN A Consulting Services
Stoorza, Ziegaus, & Metzger--Public Relations
Ault, Deuprey, Jones, Danielsen, & Gorman--Attorneys at Law
Higgs, Fletcher & Mack--Attorneys at Law
O'Neill, Huxtable & Abelson--Attorneys at Law
Selected Publications
Books
2
Designing and Conducting Survey Research: A Comprehensive Guide (with Richard A.
Parker), Ph.D., 1992 (2"d edition l997-3rd edition 2004). Jossey-Bass, Inc.,
Publishers, San Francisco.
Monographs/Research Reports
The Fiscal Impact of Undocumented Immigrants Residing in San Diego County, State of
California, Office of the Auditor General, 1992, 129 pp.
Illegal Immigration in San Diego County: An Analysis of Costs and Revenues, State of
California, State Senate Office of Reproductions, 1993, 172 pp.
An Arts Plan for the San Diego Region -Region 1: An Inventory of Artists,
Organizations, Facilities, and Economic Impact
Louis M. Rea, Ph.D. & James A. Clapp, Ph.D.
State-Local Partnership of the San Diego Region, August 1982
Articles
"The Retail Commercial Strip in Transition: A Case Study in San Diego," The Western
Governmental Researcher (with Richard A. Parker, Ph.D.), Fall, 1989.
"Urban Forestry: Some Preliminary Research"
Western Governmental Research Journal, Vol. l, No.2, 1984.
20
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Louis M. Rea, Ph.D
"A Quantitative Comparison of Second Generation Rent Control Ordinances"
Louis M. Rea, Ph.D. and Dipak K. Gupta, Ph.D.
Urban Affairs Quarterly, Vol. 19, No.3, March 1984.
"Direct Benefit Financing: An Opportunity for Local Government"
Louis M. Rea, Ph.D., Glen W. Sparrow, Ph.D., and Dipak K. Gupta, Ph.D.
Public Administration Quarterly, Vol. 7, No. 3, Fall 1984.
3
21
Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Douglas S. Coe
Education:
1986 M.A. San Diego State University
1968 B.A. University of California, Riverside
Professional Experience:
1990 -present
1982-1989
1977-1982
Director
Social Science Research Laboratory
San Diego State University
Associate Director
Social Science Research Laboratory
San Diego State University
Coordinator of Instructional Services
Social Science Research Laboratory
San Diego State University
Douglas Coe is the Director of San Diego State University's Social Science Research Laboratory.
Coe has thirty years of experience in designing and conducting social research studies and in
administering programs that support academic computing. As Director, Coe administers
programs that support social research and computing at the University and in the greater
community. These programs are provided through the six units described below.
Research Services offers a complete range of public opinion polling and survey research services,
including sample design, data collection, data reduction, graphic presentation of data, statistical
analysis and data archiving. The section maintains computer systems to support faculty research.
Undergraduate internships and research assistant positions are available. Typical research clients
include units of government, community groups, SDSU faculty research projects, and University
administrative units.
Instructional Services works closely with faculty to assimilate technological resources into the
curriculum and to support academic computin'g among students and faculty. This is
accomplished through four programs: (1) Social Science 20 I A through D courses on the use of
the Statistical Package for the Social Sciences, Database, Spreadsheet, and Internet Resources, (2)
non-credit workshops on the use of selected software applications, (3) class presentations at the
request of faculty to support computer-related instructional assignments, and ( 4) on-demand
consultation for individual users of open-access computing laboratories.
Data Resources assists faculty and students in the use of archived research, datasets from a
variety of on-line information resources, and provides database programming services for specific
applications. Principal sources of archived and electronically accessible information include the
Inter-University Consortium for Political and Social Research (ICPSR), the Social Science
Database Archive (SSDBA), the U.S. Census, Field Institute California Polls, the Roper Center
for Public Opinion Research and Lexis/Nexis. Assistance is provided for locating, downloading,
installing, and subsetting datasets for instructional or research use.
Systems Support Group provides network administration and technical infrastructure support for
22
Customer Service, Satisfaction, and Awareness Surveys
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Rea & Parker Research
June 2, 2006
College of Arts and Letters computing systems. Services include managing computer
classrooms, network design, implementation and administration, installing software applications,
electronic mail, Internet related software, interfacing peripherals, virus diagnosis, file recovery,
disk management, operating systems, and procurement advice. Faculty and staff requests for
assistance are initiated and tracked through an on-line work order system.
South Coastal Information Center (SCIC) contracts with the California Office of Historic
Preservation (OHP) to provide information management for all cultural resources in San Diego
County. SCIC is a source of valuable research data for archaeologists, historians, and architects.
Databases in historic resources and prehistoric and historic archaeology are maintained and
constantly updated. Site data and building information are electronically stored, and over 3,000
historical and archaeological reports are available. Geographic information system software
provides accurate mapping of archaeological site data. Student interns master the basics of
historic preservation laws and regulations, while learning effective cultural resource information
management.
Research Contracts
Community and Governmental Organizations:
Aetna Government Health Plans, CHAMPUS Division
Survey ofCHAMPUS Beneficiaries ( 1995)
Survey ofCHAMPUS Medical/Surgical Providers (1995)
American College of Preventive Medicine
National Survey of Physician Compensation ( 1989)
California Department of Parks and Recreation
South Coastal Information Center ( 1987 through present)
California State Department of Conservation, Division of Recycling
Redondo Beach Community Survey on Recycling ( 1996)
Santa Cruz Community Survey on Recycling (1996)
Pacific Beach Community Survey on Recycling ( 1995)
Pacific Beach Business Improvement Association Survey on Recycling ( 1995)
California State Department of Health
State-wide Survey of Childhood Immunization Issues Among African-American
Households ( 1997)
Child Abuse Prevention Foundation
Evaluation of Alcohol Related Birth Defects Prevention Media Campaign ( 1991)
City of Chula Vista Human Services Council
Chula Vista Human Needs Assessment Survey ( 1992)
City of San Diego
Citizens' Satisfaction with City Services ( 1996)
Computer Economics, Incorporated
National Survey of Corporate Information Systems Managers ( 1997; 1998; 1999)
The Field Institute, San Francisco
Archivist for the California Field Poll ( 1985-1999)
Girard Foundation
Evaluation Study of the Girard Foundation Technology Assistance Program ( 1997)
I Love a Clean San Diego County, Incorporated
23
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Otay Water District
Rea & Parker Research
June 2, 2006
San Diego County, Solid Waste Division
Attitudes and Perceptions Regarding the Recycling of Used Motor Oil ( 1997; 1998)
Industrial Environmental Association of San Diego
Perceptions of Exposure to Industrial Hazardous Materials ( 1995)
Oceanside Unified School District
Survey of District Parents and Community Members ( 1998)
The Office of the Chancellor, California State University
Public Perceptions of San Diego State University ( I999)
Public Perceptions of California State University, Los Angeles ( 1999)
Public Perceptions of California State University, Stanislaus ( 1999)
Office of the Civil Rights Monitor
National Testing Project ( 1997-1999)
Pacific Institute for Research and Evaluation
Evaluation of Efforts to Reduce Cross-Border Binge Drinking ( 1998-2001)
Paradise Valley Hospital, National City
Mammography Follow-up Study ( 1994)
Mammography Baseline Study ( I992)
San Diego Association of Governments (SANDAG)
Interstate 15 Congestion, Pricing, Monitoring and Evaluation Project ( 1996-I999)
San Diego Community Foundation
Give Five Community Survey ( 1990; 1992)
San Diego Convention and Visitor's Bureau
Membership Study ( 1999)
San Diego County Department of Health Services
Alcohol Use and Alcohol Problems Among San Diego County
Residents with Special Emphasis on Women ( 1989)
San Diego County Office of Education
Utilization of Instructional Television Programming Among Educational
Professionals ( 1997)
Viewership Survey for San Diego County Office of Education's
instructional Television Station, I. T.V. ( 1994; 1996)
San Diego Environmental Health Coalition
Navy Nuclear Ship Basing Study ( 1996)
Safe Substitutes Survey, San Diego County ( 1992)
Household Hazardous Wastes Survey, City of Coronado ( 1992)
San Diego Fluoridation Coalition
Attitudes Regarding Fluoridation ( 1997)
The San Diego Union-Tribune and NBC 7/39 Television
Library Special Election Study ( I999)
1998 General Election Study ( 1998)
Proposition C Padres Ballpark Study ( 1998)
Health Care Study-Survey of Physicians ( 1997)
Health Care Study-Survey of Adult San Diego County Residents ( 1997)
Jack Murphy Stadium Expansion Controversy ( 1997)
Presidential/General Election Studies ( 1996)
California Primary Election Study ( 1996)
Scripps Memorial Hospitals
HealthPlus55 Survey (1991; 1993)
South Bay Union Elementary School District
Community Views of South Bay Union Elementary School District ( 1994)
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Customer Service, Satisfaction, and Awareness Surveys
Otay Water District
Rea & Parker Research
June 2, 2006
Parent Views of South Bay Union Elementary School District ( I994)
The Stevens Cancer Center -Scripps Memorial Hospitals
Sun Exposure Index Awareness Survey ( I996)
Sweetwater Union High School District
Community Survey Regarding Graduation and Promotion Requirements ( I999)
Community Views of Sweetwater Union High School District ( I995; I996)
Parent Views of Sweetwater Union High School District ( I995; I996)
Twenty Second District Agricultural Association, State of California
Del Mar Fair Regional Study ( I993; 1994)
Del Mar Fair Attendees Survey ( I992)
UCSD School of Medicine, Dept. of Family and Preventive Medicine
"Par La Vida" Intervention Model in Cancer Education ( 1995-2000)
Interstitial Cystitis Prevalence ( 1993)
U.S. National Park Service
National Archaeological Database Project ( 1991)
U.S. Navy Health Research Center
The Seabee Health Survey ( 1999)
U.S. Navy Special Warfare Group
Navy SEALS Foreign Language Acquisition
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June 2, 2006
SCOPE OF SERVICES
As indicated in the previous section, the Scope of Services that is presented below outlines the
methodology to be used for each survey. Where there is a difference between them, this
difference will be clearly elaborated.
TASK 1: FINALIZE PROJECT WORK PROGRAM AND DEVELOP
MANAGEMENT PLAN
Subtask 1.1: Kickoff Meeting with the OTA Y WATER DISTRICT Project Team
Rea & Parker Research will meet with the Otay Water District Project Manager and other Otay
Water District team members to: 1) review project objectives; 2) review the preliminary work
program and make revisions recommended by the Otay Water District; 3) clarify and address any
outstanding technical issues; 4) establish formal lines of communication between the Otay Water
District and Rea & Parker Research; 5) determine content and format of routine progress reports; and
6) discussion of draft survey questions submitted by the Authority.
At this initial project (kick-off) meeting Rea & Parker Research will be interested in discussing
the final use of the data in order to ensure that it is collected to achieve the overall objectives of
the Otay Water District.
One of the primary purposes of the initial meeting is to guarantee that all parties fully understand
all decisions and analyses that will be undertaken using the final data. Rea & Parker Research
then will suggest which charts, tables, and analytical documentation would contribute to making
these decisions and analyses and will design the specifics of the research process accordingly.
This approach ensures that Otay Water District will receive from Rea & Parker Research
actionable findings and recommendations that address all research objectives.
There will be at least 5 meetings between Rea & Parker Research and Otay Water District, of which
this is to be the first. Subsequent meetings will include submittal of resulting draft questions for both
surveys prepared by Rea & Parker Research and preliminary review of findings for each as a prelude
to final report writing.
Subtask 1.1 Deliverable: (I) Conduct project kick-off meeting and provide written
summary for Otay Water District Project Manager review
within three days of the meeting
Sub task 1.2: Complete formal work plan within 5 days of initial meeting
Within 5 calendar days of the initial project meeting, Rea & Parker Research will make agreed upon
changes to the work program (tasks, subtasks, and deliverables) and submit to Otay Water District
Project Manager for review.
Subtask 1.2 Deliverables: (I) Final work program (project objectives tasks, subtasks,
and deliverables)
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June 2, 2006
Subtask 1.3: Review Background Materials
As detailed in the qualifications section of this proposal, Rea & Parker Research is extensively
familiar with public and private market research, market segmentation, customer satisfaction, and
attitude and awareness analyses, and, in particular, within the water utilities industry.
Rea & Parker Research will bring to bear upon the tasks at hand this knowledge and practical
experience, beginning with a detailed review of the previous public awareness study/studies.
Subtask 1.3 Deliverable: (I) Technical Memorandum outlining key ideas and understanding of the
project derivedfrom these background materials.
Subtask 1.4: Sampling Plan for Public Awareness/Public Opinion Research
It has been initially suggested by the Otay Water District that one random sample telephone
survey with an overall sample size of 300 qualified residents of the district (age 18 or
older/suggestion: also screen for one year residence within district)-simply referred to as
"qualified residents" for the balance of this proposal) be conducted (margin of error +1-5.7% @
95% confidence), the objective of which will be to determine public awareness and public
opinions of water issues. A second sample survey is to be conducted with an overall sample size
of 200 is to be conducted among customers who have contacted the Otay Water District within
the past 6 months. Assuming approximately 15% of customers have been in contact with the
District in this time frame (based upon 2005 survey showing 19% in 12 months), the 200 person
sample would represent a margin of error of+/-6.9%. These samples will be randomly drawn
from clean, current, and comprehensive lists of all Otay Water District customers and customers
who have contacted the District within the most recent 6 months. These lists will be provided to
Rea & Parker Research by the Otay Water District.
Sub task I .4 Deliverable: Within 7 days of the execution of an Agreement and Project Kick-Off
between Rea & Parker Research and Otay Water District, formal
sampling plans will be prepared by Rea & Parker Research.
TASK 2: DESIGN SURVEY INSTRUMENTS
Subtask 2.1: Design Survey Instrument for Qualified Residents
Richard Parker, Louis Rea, and Douglas Coe have strong professional and academic-related
backgrounds in survey design, including the publication of a very successful textbook on the
subject, Designing and Conducting Survey Research (authors: Richard Parker and Louis Rea), in
1992, 1997, and 2005.
Rea & Parker Research will work with Otay Water District staff in preparing the survey
instruments. Rea & Parker Research is very conversant in all forms of survey instruments,
including reasons for success and drawbacks. Rea & Parker Research will utilize this knowledge
working with Otay Water District staff to prepare instruments that will facilitate computerization
and will capitalize upon the key elements and findings from the baseline survey. The
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questionnaire will include questions sufficient to compare the results of the baseline survey with
the current ones while simultaneously improving upon the previous survey in terms of
information derived. To the maximum feasible extent, Rea & Parker Research will identify the
methods necessary to measure changes from the baseline survey and to identify the causes of
such changes.
Otay Water District and Rea & Parker Research are seeking to gain information from qualified
district residents in order to specifically identify knowledge and opinions concerning:
Survey I: 300 customers of the Otay Water District will be randomly sample surveyed.
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
• Attitudes toward conservation
• Concerns about water supply
• Quality of water supply
• Reliability of supply
• Awareness of sewer operations
• Demographic measures
• Areas of interest concerning water or district issues (open end)
• Other areas as may occur in planning discussions
Survey II: 200 randomly selected customers of Otay Water District who have contacted the
District for information and/or customer service during the most recent 6 months.
The primary areas of interest are:
• Call Center interaction-specific instances
• Courtesy of staff
• Clarity and accuracy of responses from staff
• Level of knowledge displayed by Call Center staff
• Experience with field staff
• Quality of service received
• Overall satisfaction with service received
• Use of online services
• Quality of online services
• Demographic measures
Other areas that may occur in planning discussions, including the possibility of:
• Knowledge about sources of water
• Environmental considerations
• Statewide water issues
• Major sources, uses and users of water in San Diego County
• Drinking water safety issues
• Desalination
• Willingness to pay
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Rea & Parker Research will prepare draft questionnaires, according to the above criteria, that will
entail approximately 10-12 of interview time and submit them to the Otay Water District Project
Manager for tentative approval.
A minimum of five meetings will be held among Rea & Parker Research and Otay Water District,
including the Kick-Off meeting, in order to finalize the survey instrument, procedures, and final
report format and guidelines.
Subtask 2.1 Deliverable (1) Draft copies of Otay Water District preliminary telephone
surveys within 21 days of execution of Agreement
Subtask 2.2: Pre-Test Survey Instrument and Procedures and Recommend Changes
Rea & Parker Research will prepare draft questionnaires according to the above criteria and
submit them to Otay Water District staff for tentative approval. Once each draft survey instrument
is approved, Rea & Parker Research will pre-test the survey instruments in the field among
qualified customers. Rea & Parker Research will translate the surveys into Spanish and conduct
additional pretests. The minimum sample sizes for the pretests are to be 20.
During the pre-testing phase of the project, Rea & Parker Research will ensure that the survey
instruments and data collection procedures gather statistically valid knowledge, behavioral, and
demographic data. The questionnaire design process and pre-test will seek to eliminate difficult
levels of wording, non-specific and vague words and phrases, multi-purpose questions,
inappropriate emphasis, and biasing words and phrases.
As part of this phase, Rea & Parker Research will l) refine interview procedures and logistics; 2)
highlight potential changes to question wording, sequencing, and formatting. Rea & Parker
Research will make recommendations to improve the survey instrument or procedures based upon
the results of the pre-test; 3) analyze survey length and respondent willingness to participate; 4)
compare alternative approaches to gathering specific data needs; and 5) identify unexpected
responses and respondent behavior. The ultimate objective is a clear, comprehensive, and
realistically implementable survey instrument.
An Otay Water District representative will attend the pretest session in order to help assess the
achievement of these objectives if it so chooses. In the alternative, Rea & Parker Research will
also have the capability to allow Otay Water District personnel to monitor calls, at the Otay
Water District discretion, from a remote location.
Rea & Parker Research uses the CATI (Computer Aided Telephone Interviewing) system for
telephone interviewing (Sawtooth WinCATI, CI3). Telephone survey research facilities for Rea
& Parker Research consist of 30 interviewing stations, equipped with a state-of-the-art CATI
system. CATI increases interviewing accuracy, quality, and performance. CATI selects and dials
telephone numbers from a randomly drawn sample of telephone numbers, tracks and tallies
outcomes, captures response data, processes complex question skip patterns automatically,
schedules and tracks call-back appointments, and screens invalid response codes.
Subtask 2.2 Deliverable: (1) Rea & Parker Research will provide a technical
memorandum documenting results of pre-test and
recommending changes, if appropriate.
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TASK3: CONDUCT TELEPHONE SURVEYS AMONG QUALIFIED
CUSTOMERS
Subtask 3.1: Select Representative Sample of Residents
Rea & Parker Research will use random statistical sampling methods to obtain final samples of at
least 300 qualified residents/customers in the Otay Water District region using random telephone
numbers that have been cleaned and made current for the general survey (Survey I) and 200
qualified customers for the customer service survey (Survey II).
Subtask 3.1 Deliverable: ( 1) Technical memorandum detailing methods used to select
telephone samples and validating that samples are representative
of customer base.
Subtask 3.2: Conduct the Telephone Surveys
Once the final telephone survey instruments have been tested and approved, Rea & Parker
Research will complete a minimum of 300 telephone surveys among qualified customers of the
District and another 200 telephone surveys among customers who have contacted the District in
past 6 months. Both of these surveys will be completed within a period not to exceed one month
after survey approval by the Otay Water District.
Responses will be input directly into the computer data base, and these data be provided in
frequency distributions to the Otay Water District Project Manager and staff by Rea & Parker
Research.
Interviewers are selected for each project from a pool of approximately 50 experienced
interviewers. Each interviewer is trained in proper techniques, obtaining respondent
participation, accurately recording responses, and is further trained in the importance of
confidentiality. A minimum of four callback attempts is made in the case of a busy signal, an
unanswered phone, or an answering machine. These callbacks are made on different days and at
different times to maximize the chance of reaching an eligible respondent. All telephone
interviews are conducted with a supervisor present at all times. Interviews are normally
conducted from 4:00 to 9:00 p.m. on weekdays, and from 12:00 to 5:00 p.m. on Saturdays and
Sundays.
Rea & Parker Research employs bilingual (Spanish/English) and (Vietnamese/English)
interviewers because of the significant proportion of Latinos and Vietnamese residing within
California. Bilingual Tagalog, Chinese, Mung, and Korean interviewers are also employed, as
necessary.
Quality control procedures are employed throughout the interviewing and data reduction phases.
Custom data entry screens are created that filter valid code ranges and accommodate automatic
skip and fill patterns. Interviews in progress are selectively and unobtrusively monitored by
supervisors using a special digital telephone system. Ten percent of completed interviews that
are not directly monitored are selected for verification by recontacting the respondents. Rea &
Parker Research will also have the capability to allow Otay Water District personnel to monitor
calls, at the Otay Water District discretion, from a remote location.
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Subtask 3.2 Deliverables: (1)
(2)
"Raw" frequencies from the telephone survey
Final report on disposition of all call attempts and sample
characteristics
TASK 4: CODE, ANALYZE, AND WEIGHT SURVEY DATA
Subtask 4.1: Code all numeric and string survey data
Survey questions will be pre-coded into pre-defined categories for ease of data input and will be
post-coded into these or other numerically defined categories when responses require such
additional consideration. Survey data will be statistically compiled for analysis by the Statistical
Package for the Social Sciences (SPSS) software. Each survey will be entered as its own
individual record after it is thoroughly checked for inconsistent entries and omissions of key
survey questions. For the purposes of this study, a valid survey will be one that is defined as
"completed"-suggested to be at least 90% complete (with the exception of screened/filtered
questions) and including all questions identified by Otay Water District and Rea & Parker
Research as critical to the study. The data will be input in such a manner as to assure Otay Water
District that invalid responses will be identified and corrected. Rea & Parker Research will
provide to Otay Water District a detailed list of all codes and coding instructions in addition to
the survey data in the electronic formats discussed above.
Rea & Parker Research will code all categorical data using numeric coding to facilitate
subsequent analyses using SPSS. Rea & Parker Research will code any (non-address) open-
ended responses to a given question into a discrete set of categories. Rea & Parker Research
will input address and other alphabetic (string) data in a readable format.
Subtask 4.1 Deliverables: (1) "Cleaned", fully coded data set within 7 days of fieldwork
completion.
Subtask 4.2: Weight/Expand Survey Data
The data collected as part of the surveys may be expanded to the universe from which the
samples were drawn, depending upon the ultimate sample population distribution and analytical
requirements agreed upon by Rea & Parker Research and Otay Water District. The weights will
consist of a determination of the proportionate sample size per characteristic chosen for weighting,
divided by the actual sample size achieved per characteristic and will be applied to the unweighted
data in SPSS.
Subtask 4.2 Deliverable: (1) Technical memorandum documenting data expansion
methods 'used to create sample weights including the
actual sample weights that were developed
Subtask 4.3: Analyze Data from Telephone Surveys
Rea & Parker Research will analyze the data compiled during the telephone surveys. Rea &
Parker Research will consider the appropriateness of regression analysis, factor analysis, various
statistical significance procedures (Chi-Square, Independent Samples t-test, Analysis of Variance),
and measures of association to model these determinants and draw defensible, policy-oriented
conclusions about the knowledge, opinions, and behaviors of District residents.
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Customer Service, Satisfaction, and Awareness Surveys
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Initial analysis of the data will be completed within 20 working days of survey interview
completion. Analysis will continue throughout report preparation as additional issues arise from the
reporting process itself or from questions/requests from the Otay Water District.
Subtask 4.3 Deliverable: (I) Technical memorandum documenting methods used to
analyze the survey data within 20 working days of
completion of interviews.
TASK 5: PREPARE FINAL REPORTS OF FINDINGS
Subtask 5.1: Prepare Final Reports Summarizing Opinions, Satisfaction, Water-Related
Behavior, Demographics, and Other Characteristics
Commencing simultaneously with data analysis, Rea & Parker Research will begin preparation of
the final reports concerning the telephone surveys that will combine, contrast, and compare such
information as demographics, awareness, behavior, and opinions for the samples of qualified
customers. The data are to be weighted and presented in the form of frequency distributions,
crosstabulations, factor analyses, regression and correlation. Key issues and characteristics that
require attention AND that can significantly enhance Otay Water District policies will be identified
through the use of the above referenced techniques. "Stand-alone" executive summaries will also
be included. Spanish language interviews will be separately tabulated and combined into the
overall data presentations, including copies of both the Spanish and English language versions of
the surveys.
The analysis will include not only basic crosstabulations but also segmentation analysis that will
identify, with specificity, those groups that represent the greatest deviations from the norm. The
reports will include color graphical presentations of the findings. A tabulation of the outcome of all
calls made during the course of both surveys (number of refusals, business and disconnected
numbers, numbers that were busy or not answered after four attempts and language and age
problems) shall be part of the overall report to the Otay Water District.
Initially, draft reports for each survey will be prepared and submitted for review. The draft reports
will include all components of the final reports including full methodological section, description of
survey administration, and an elaboration of analytical techniques utilized and findings resultant
therefrom. The project team will review the draft reports and will suggest edits to Rea & Parker
Research.
Rea & Parker Research will incorporate the suggestions and produce final reports that will include
the color graphical components. Rea & Parker Research will provide ten (10) bound, "hard" copies
of the report and frequency tables to the Otay Water District, and electronic copies of the reports
and data, using Microsoft Word/Excel and SPSS for Windows formats.
Subtask 5.1 Deliverable: ( 1) Ten copies of the completed research report and
frequency tables will be submitted. plus 1 electronic copy including data.
Subtask 5.2: Delivery of Data Sets and Key Crosstabulations
Once the data sets have been coded, weighted, and verified, Rea & Parker Research will
recommend banner points to be used in preparing crosstabulations in SPSS format. Rea & Parker
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Research will provide data dictionaries and glossaries, coding handbooks, field configurations,
and file layouts for the data set. The District may also request several data printouts, with various
questions crosstabulated by other items
Subtask 5.2 Deliverable: (1)
(2)
SPSS case file containing telephone survey results
Requested copies of data and agreed upon
crosstabulations of survey questions
Subtask 5.3: Presentation of Survey Findings
Richard A. Parker, Ph.D. will be available to personally make 3 formal presentations of the findings
and recommendations from the surveys to the Otay Water District board, management, and other
interested parties using PowerPoint visual presentation aids and written handout materials derived
from the PowerPoint slides.
Subtask 5.3 Deliverables: (I)
(2)
PowerPoint presentation aids in electronic and "hard
copy" formats
In-person presentations by Dr. Richard A. Parker
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PROPOSED PROJECT SCHEDULE
Task/Subtask Commencement Date Completion Date
1. Kick-Off Meeting Week1 Week1
Formal Work Plan Week1 Week1
Review Background Materials Week1 Week1
Sampling Plans Week1 Week1
2. Design Surveys (incl. approval) Week1 Week3
Pretest Surveys Week4 Week4
3. Select Telephone Samples Week3 Week4
Conduct Telephone Surveys Week4 WeekS
4. Code Survey Data WeekS Week9.
Weight Survey Data Week9 Week9
Analyze Survey Data Week9 Week 11
5. Draft Reports Week9 Week 12
Final Reports Week 13 Week 14
Presentations Week 15 Week 16
COST AND PRICE PROPOSAL
Rea & Parker Research proposes to perform all tasks described in the Scope of Work
(questionnaire design, sample design, data input, analysis, presentation of findings and various
consultations) for each survey for full, fixed prices of $15,000 for Survey I (general) and
$12,500 for Survey II (customer service). This price includes 10-12 minute telephone surveys
with interviews of 300 and 200 qualified customers and customer service contacts, respectively,
of the Otay Water District (+/-5.7% @ 95% confidence and +/-6.9% @ 95% confidence,
respectively), including Spanish version.
II COMMITMENT FROM REA & PARKER RESEARCH
Rea & Parker Research is committed to keeping the lines of communication open as the project
moves forward. To that end, Rea & Parker Research will provide the Otay Water District
Project Manager with frequent progress reports. By using key senior staff members to
implement the tasks described above, Rea & Parker Research promises to provide consistent
and efficient consulting services to its clients in general, and to the Otay Water District, in
particular, for this project.
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II
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
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 by June 5, 2006, 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.
Qualifications,
experience of
Consultant's
assigned
personnel
SCORE 15
God be Geoff Stevens 9
Research Elaine Henderson 13
Armando Buelna 13
Luth Geoff Stevens 8
Research Elaine Henderson 1
Armando Buelna 10
Geoff Stevens 12
Rea & Parker Elaine Henderson 13
Armando Buelna 15
Geoff Stevens 8
Zogby Int. Elaine Henderson 10
Armando Buelna 15
SUMMARY OF PROPOSAL RANKINGS BY PANEL MEMBERS
[2006 Customer Survey ]
WRITTEN
Experience Knowledge of
relevant to Proposed jurisdictional Completeness, Ability to complete method to Proposed Fee addressed requested type of project accomplish work agencies or local information projects on schedule
being considered area
20 15 15 10 15 10
10 12 7 5 11 6
15 13 13 5 15 10
18 13 13 5 14 10
14 12 10 6 9 9
3 8 3 6 1 1
10 10 7 5 6 8
18 13 14 8 12 9
18 15 15 8 13 6
18 13 14 8 14 8
12 10 8 8 12 8
10 13 5 8 8 1
15 10 8 8 10 9
TOTAL AVERAGE Comments SCORE SCORE
100 A former MWD analyst would
60 77 be co-project manager, but ha~
84 limited water experience.
86 Good level of analysis.
68 Vague presentation. Panel
23 49 scores were low for this
56 reason.
86 Good experience working
88 88 working with them.
90 Good product.
66 Not much local exp. Great
55 65 reputation/expertise. Onsite
75 meetings not addressed.
AGENDA ITEM 5
There is no staff report for Item 5.
A verbal update will be provided.