Utilities & Engineering Department Contracts Division 1136 Washington Street, Columbia, SC 29201 ∙ Phone 803-545-3372 ∙ Fax 803-545-3322 INTER OFFICE MEMORANDUM TO: Ms. Erica Moore, City Clerk FROM: Shannon Lizewski, Contracts Administrator SUBJECT: Water and Sewer Line Repair Warranty Program RFP Update for Environment & Infrastructure Committee DATE: June 24, 2014 Staff last met with the Environment and Infrastructure Committee on February 25, 2014 to provide an update on the Water and Sewer Line Repair Warranty Program. The RFP was issued on and advertised beginning January 24, 2014. Proposals were accepted and opened on February 21, 2014. Three (3) vendors submitted. Of the 3 proposals received, one (1) was found to be conditional and in direct conflict with the RFP requirements. Upon asking the non-compliant vendor if they would be willing to withdraw their condition so that the proposal in its entirety could be evaluated, the vendor requested that their proposal be withdrawn completely. A Selection Committee reviewed the submittals according to the following criteria: Company profile / qualifications Relevant Experience / Record of Performance / References Program Management (Billing, Claims, Marketing, and Measuring Performance) Coverage and Cost to the Homeowner Benefit to the City (includes establishing a Residential Assistance Program targeted at providing one time assistance due to isolated financial burdens individuals face at a particular time) The Selection Committee recommends solely endorsing Homeserve USA. A summary of their proposal is listed below: Homeserve USA has headquarters in Norwalk, CT, has provided this program for over 20 years, is accredited by the Better Business Bureau, and holds an A- rating. References provided include: o Charleston Water System – Partner since 2013; Contract still in initial term o Louisville Water Company – Partner since 2007; Contract renewed 2012 o Des Moines Water Works – Partner since 2012; Contract still in initial term
Transcript
Utilities & Engineering Department Contracts Division
SUBJECT: Water and Sewer Line Repair Warranty Program RFP Update for Environment & Infrastructure
Committee
DATE: June 24, 2014
Staff last met with the Environment and Infrastructure Committee on February 25, 2014 to provide an update on the Water and Sewer Line Repair Warranty Program.
The RFP was issued on and advertised beginning January 24, 2014. Proposals were accepted and opened on February 21, 2014. Three (3) vendors submitted. Of the 3 proposals received, one (1) was found to be conditional and in direct conflict with the RFP requirements. Upon asking the non-compliant vendor if they would be willing to withdraw their condition so that the proposal in its entirety could be evaluated, the vendor requested that their proposal be withdrawn completely.
A Selection Committee reviewed the submittals according to the following criteria:
Company profile / qualifications
Relevant Experience / Record of Performance / References
Program Management (Billing, Claims, Marketing, and Measuring Performance)
Coverage and Cost to the Homeowner
Benefit to the City (includes establishing a Residential Assistance Program targeted at providing one time assistance due to isolated financial burdens individuals face at a particular time)
The Selection Committee recommends solely endorsing Homeserve USA. A summary of their proposal is listed
below:
Homeserve USA has headquarters in Norwalk, CT, has provided this program for over 20 years, is accredited by the Better Business Bureau, and holds an A- rating.
References provided include: o Charleston Water System – Partner since 2013; Contract still in initial term o Louisville Water Company – Partner since 2007; Contract renewed 2012 o Des Moines Water Works – Partner since 2012; Contract still in initial term
CITY OF COLUMBIA
AGENDA MEMORANDUM
Updated: 1/21/2015 3:18 PM Page 1
MEETING DATE: January 27, 2015
DEPARTMENT: Utilities and Engineering
FROM: Joey Jaco, Director of Utilities and Engineering
SUBJECT: Agreement for Professional Services between the City of
Columbia and HomeServe USA for Water & Sewer Line
Repair Warranty Program
PRESENTER: Joey Jaco
CLEAN WATER 2020?: Yes
STRATEGIC GOALS: Invest in Infrastructure
The Environment and Infrastructure Committee requested staff to issue a Request for
Qualifications (RFQ) for vetting water and sewer line repair warranty programs available. Two
(2) submittals meeting the RFQ requirements were received. The Selection Committee
recommends entering into a marketing agreement with HomeServe USA. This program provides
for emergency repair of domestic infrastructure to water and sewer customers on an optional
basis.
The enclosed marketing agreement provides for sole and exclusive endorsement of
HomeServe USA's warranty line repair program. Below is a summary of HomeServes proposal
to the Selection Committee.
HomeServe USA has headquarters in Norwalk, CT, has provided this program
for over 20 years, is accredited by the Better Business Bureau, and holds an A-
rating.
References provided include:
o Charleston Water System - Partner since 2013; Contract still in initial term
o Louisville Water Company - Partner since 2007; Contract renewed 2012
FINANCIAL IMPACT: HomeServe USA shall pay The City of Columbia 7% of the
payments actually received from Members during the term
under any Service Agreement. HomeServe USA shall pay
the City of Columbia an initial set-up fee of fitfy-five
thousand ($55,000) dollars simultaneously with the
execution and delivery of this Agreement.
Action Item (ID # 1694) Meeting of January 27, 2015
Updated: 1/21/2015 3:18 PM Page 2
o Des Moines Water Works - Partner since 2012; Contract still in initial
term
Billing:
o Is sent separately from the City’s water/sewer bill
o customers can choose monthly, quarterly or annual pricing.
Claims:
o Customer Service provided by a toll-free number 24 hours a day, 7 days a
week.
o HomeServe contacts the customer to complete a survey about the entire
HomeServe interaction once repairs are completed.
o Emergency situations -
HomeServe schedules repairs within 1 hour, dispatch jobs to the
network of service providers operating with the given locale, and
will be on site within 3 hours of receipt.
o Non-emergency situations -
Most repairs are completed within 48 hours.
Contractors are required to contact the customer within 1 hour to
confirm location, nature of job, announce who will be arriving at
the customer’s home, and agree on an arrival time.
Contractor Vetting:
o HomeServe identifies contracting firms using trade association directories,
government registries of Certified Minority and Woman Business
Enterprises, and City of Columbia input, if desired.
o Area Network Managers then recruit new contractors through a
comprehensive vetting process which includes:
Comprehensive assessment for competence, quality, and customer
service skills
Evidence of the appropriate trade qualifications to provide a
service within the communities served (this will include any
requirements or approval specified by City of Columbia)
Evidence of licensing (including county and state licensing),
bonding, and liability, workers compensation and motor vehicle
insurance.
Certification by the contractor that their employees are legally able
to work in the US.
Drug screening and state background checks.
References of previous jobs they have completed for residential
customers.
o Contractors who are accepted into the network must sign an agreement
with Homeserve that stipulates performance standards, code of conduct
and more.
o Six (6) Area Network Managers (assigned to various regions of the USA)
ensure work is compliant with all local codes, regulations and permits
requirement and handles quality control.
o Homeserve always uses local contractors to provide services/repairs.
Action Item (ID # 1694) Meeting of January 27, 2015
Updated: 1/21/2015 3:18 PM Page 3
o Homeserve will try to honor any contractor request received during a
claim call as long as the requested contractor is available and in their
network.
o Homeserve currently has an established relationship with Apple Services,
Inc. with headquarters in Irmo, SC.
Measuring Performance:
o Repairs are guaranteed against defects in materials and workmanship for
one (1) year.
o Surveys are conducted to measure customer satisfaction from initial call
through service completion. Responses are cross-referenced to the
representative and contractor, providing feedback to both regarding their
performance. Contractors that score better get more opportunities for
work. Contractors that are not responsive, pass on job opportunities,
perform poorly, or have lower scores are dropped from the network. Data
from the survey is provided to partners as part of monthly reporting.
Marketing:
o Marketing the program:
Homeserve suggests a minimum of 5 mail windows per year.
Homeserve would like to provide additional marketing (at their
expense) with postcards, engaging local media and newspapers,
and utilizing the City’s website.
Typical time to market is 8-10 weeks from when the agreement is
signed.
o Customer enrollment is easy - requires the submittal of a simple
application by mail, over the phone through a call to their customer
service line, or via a cart checkout on a web page. Once enrollment is
processed, a kit is sent to the customer to keep for their records.
Coverage and Cost to Homeowner:
o WATER
$4.99 / month
Coverage includes unlimited service calls and claims on the entire
portion of the service line to the connection point for internal
plumbing even if that is inside the home.
Payment of up to $1,250 for any hotel accommodation (room only)
expenses incurred if a contractor is unable to carry out the covered
repair within 24 hours and customers will be left completely
without water or sewage service.
Payment of up to $500 for pet accommodation expenses incurred if
a contractor is unable to carry out the covered repair within 24
hours and customers will be left completely without water or
sewage service.
No pre-inspection, deductible or call-out fees.
Provides basic restoration of ground surface features after
excavation for service line repair.
o SEWER
$8.99 / month
Action Item (ID # 1694) Meeting of January 27, 2015
Updated: 1/21/2015 3:18 PM Page 4
Coverage is $10,000 annually with unlimited service calls on the
entire portion of the service line including the connection to
internal plumbing inside the homes.
Payment of up to $1,250 for any hotel accommodation (room only)
expenses incurred if a contractor is unable to carry out the covered
repair within 24 hours and customers will be left completely
without water or sewage service.
Payment of up to $500 for pet accommodation expenses incurred if
a contractor is unable to carry out the covered repair within 24
hours and customers will be left completely without water or
sewage service.
Covers failures due to fats, oils and grease (FOG) and roots at no
additional charge.
No pre-inspection, deductible, or call-out fees.
Provides basic restoration of ground surface features after
excavation for service line repair.
Cost Benefit to the City -
o $55,000.00 up front payment (this is not an advance against commissions)
o 7% commission on policy sales paid monthly (for life of contract and all
renewals)
o 7% Commission on existing HomeServe policies in Columbia.
o $10,000 per year for Hardships - This can be allotted toward a City
Residential Assistance Program OR in goodwill repairs to provide service
to those who are not able to afford the cost of a policy or home repair.
No funding is needed by the City for this marketing arrangement. Homeserve USA will
market their water and sewer line repair warranty program separately with the City's
endorsement.
The Legal Department has reviewed and approved the Marketing Agreement, Marketing
Material and City's Endorsement Letter. The Director of Utilities and Engineering and the ACM
for Operations recommends its approval.
ATTACHMENTS:
HomeServe - City of Columbia Marketing Agreement.Signed 1-9-15 (PDF)
Matter 15010082 - APPROVED - HomeServe USA Marketing Endorsement Letter
(PDF)
An Important message from the City of Columbia.
You may not be aware that as a homeowner, you are responsible for the maintenance and repair of the exterior water service line up to the water meter.
In the City of Columbia, we value our customers, which Is why we are passing along the enclosed Information about protecting yourself from unexpected water line repair costs wHh coverage from HomeServe. This information outlines the protection and peace of mind available to City of Columbia customers.
If you have any questions about the coverage, please call HomeServe toll-free at 1-XXX-XXX-XXXX or go online to www.XXXXX.com.
Name lltle City of Columbia
~ .
Cifr pf {b~~ /:AJ t>tJP-SE!l)J:AJIJ,Ie.
We Are Columbia
Dear City of Columbia Water & Sewer Customers:
The City Of Columbia wants its customers to be prepared and have reputable & qualified service in the case of
emergency with both the exterior water and sewer lines. We invite HomeServe USA to offer exterior water and sewer
service lines coverage to our customers. HomeServe USA has offered to provide optional coverage with no benefit
limit annually for covered repairs to repair or replace our customers water and sewer lines. This plan can save
customers a significant amount of money In the event of a water or sewer emergency.
Please take the time to read the information enclosed if you are interested in this optional coverage with
Important Information Regarding Your Water Service Line
«MR. SAMPLE A. SAMPLE» «MAIL_ADDRESS 1 » «MAIL_ADORESS2» «MAIL_ CITY, ST ZIP> l•lll'&'l&'m'•lll'•lll'J'r•"'ll'llllhfrhbmlri•'II'""J.
Dear «Mr. Sample»,
Please reply by:
«Month X, 2014»
This letter contains Important information about your responsibilities as a homeowner in the event of an emergency with your water service line.
The exterior water service Une thai runs on your property from the City of Columbia service connection to your home Is your responsibility as the homeowner. If you were unfortunate enough to suffer a break cx burst in this line, it would be up to you to find a plumber and to get the leak repaired.
The City or Columbia wants its customers to be aware that they have options and can be prepared to have the best possible services in the case of such an emergency. The City has endorsed HomeServe to offer Water Service Line Coverage to its customers. Activate this optional coverage and you'll receive SX.XXX of annual protecUon (30-day wait period with a money-back guarantee) with unlimited service calls for covered water service line repairs. You will also have a 2417, 365-day-a-year emergency repair service for your water service line. Once you have made your can, HomeServe wil take care of your covered repair, dispatching a qualified plumber to your home and paying the biU directly. Your emergency is dealt with promptly, so that your water supply is back to normal as soon as possible.
This program can save you a significant amount of money, as a service line replacement can cost thousands of dollars. It can also save you tho time and Inconvenience of finding a plumber, which can be difficult In the best or Urnes, lei alone <l.. ~ in an emergency. Having this program also eliminates worry, as you can be sure the job is professionally completed by a O''' local, licensed and insured plumber. <( Please take the time to read the information on the back of this letter. If you would like to sign up for this prQIJ{Q simply complete and return the attached form, call TOLL-FREE 1-XXX-XXX-XXXX or go online to our secure ~he at wy,w,XXXXX.com. Have your Reference Number «1402SxxxxASCZ-xxxx» available. (\ ~ I hope that you never have an exterior water service line emergency, but if you should ever have a probl r.:'(Ou'll you're covered with water Servlc:e Line Coverage. Q Sincerely, t[l<(~
~g-e s John Kllzle ~ Chief Operating Officer
HomeServe
~ HomeServe USA Repair Management Corp. ("HomeServe") Is an independent company separate from the City of iil, Columbia and offers this optional service as an authorized representative of AMT Warranty Corp., the contract Issuer. ~ Your choice of whether to participate In this service plan will not affect the price, availability or terms of service from the
<<Mr. SomploA Sample, StiV_Addtun. Sorv_Adcllllu2. SOIV_CIIy, ST ~>>
, .... Complolt s.ctlon A, 8 or c """"' . ern crn I I I
I have endoscd a check for my first payment of: 0 «M_PR» per month 0 <<a_PR>> per quartor 0 «A_PR» per year
Ploaso roply by: «xlx/2014>>
E-m&ll Addrno
I authorize HomeServe to charge my account for Water Service Line Covorage ot the frequency specified and my tinnnclal lnstitution to debit these payments from the account provided. I understand that. regardless of tile payment frequency t &etoct. my optJonat a~verage Is based on an annual oontract and wll bo renewed SMuaDy on tho same payment terms selected at 111e then-eurrcnt renewal price. l have the option to cancel tills contrott at arry time without additional a~st to me by caling 1·8XX·XXX·XXXX. I confirm !hal l am the homeowner and ha110 read the information In this package and meet tile eligtbi rty requirements for this coverage. «Prices Include sales tax and additlonal local tax mey apply.» PLEASE MAKE PAYABLE TO HOMESERVE
«r1atchbacklll» I Signature poqurt CJ
lo .
What would you do in an exterior water service line emergency? Tho UluslraUon 1lhclw$ where tl\lngs can go wrong with your oxtorior water aorvico l:no-und how mud\ a ~censed end insured plumber would typically Cllarga customefS who don't huvo c::ovorogo. How would you copo if it hopponod to you? With Woter Service Line Covorooo, Irs not sometl\lrlg you !UNo to worry about
Loc.llo, excavalc and repair loa~ $416 Plan Member$: No Charge!'
Replaoo water serviCe line $2,223 Plan Members:
No Charge!' w;~:;=: .. 1 ;:.;:~ ~rw natlonaltvertg.ttpU' C>H~a a a ot All" 7013 No <NrQft lot CCYered tepatS up to your~ all>t<'ert MnO<.Vll
..,IC!mlllowro, the MtVICAI kle Deyoncllne llfOC'CIIy llOundMY 10 tr.e man oomec1o0n mer t:e an -tospct\ab'ay o1 the he<neoY.nc< t:ut is ret tnCWod nlhS
Taka A Look At The Benefits You'll Receive Water Service Une Coverage
1. Up to $X,XXX of Annua.l Coverage with u t.IAny Sorvtco Calla •• You Notd Annually - For covered rc:>ara
2. No Ocduclltlos or Strvlco/Trlp Chlrgn - 1'01 c:lYCIOO rcp.1lrs
3. 24-Hour Emergency Service Hotline - Open 24 I>OIJtl 3 d>y, 365 days a year.
4. Our Promise to You- II you arc ever oissaUs'Cd wdl water Servlcc Llno Covero~. altt1lly call Home SeNt tO!I-Iree 1-XXX-XXX·XXXX, 111\d your eovorago wMIIHI d:&COnUnueo at your rtq(Jilt
Call TOLL-FREE 1-SXX·XXX-XXXX to protect your water serv ice line! Av,ul;,blu Mon rr. 8lln>-t'llml Sdt 10JI'>-4pn EST
Fe· f;r;tcsl prcccsst'lQ. ~o cn~na to O<Jr secure '~L>s.:e 11/\'M XX XXX com
Yt'Ntqu~olrtparcanl .. ptd? 11eqw$ ron CIOI'6eQJOOc lUI q.tWlt sp<lel up:r..s ~ eos ai1, ~J ilclae, coro10 vollit.ll ~ nu op tc¥lcl. caen:ia1l el. wu lmqtia Sill aut rnr-us dW!lts ciscilsan ecss~r~tarrus ~:rio 11'11:111 E.Z PI'(? H~ron~ao.(q..aer~<cpijolupl~SI.Isa'l\Callconsoqui:lolo'e.cor.80 o,d.l:us ~tIN qu tec:Jbo. Caetdtnt et, a;:;,:.. i,m:w sm M ITinlon4 OCAipl.c CosciiiJm ecsll.n\.mn ~,.,_
I au1h011ze Home SeMI to charge my first and au futuro payments 0 «M_PR» per monlh for water Service Line Coverage to my credit/debit card at 0 «Q_PR>> por quarter lhe frequency specified. I understand lhot, regardless of the 0 <<A_PR» per year payment frequency I sclcd. my optional covemGe Is based on an annual ~ntract and WiD be renewed annuaL)' on the same «Prices roude sales tax and addtionallocal tax may apply.>> payment terms seleded at the then-current renewal price. I have lhe option to cancel this contract at any time wihout additional VISA MASTERCARD AJJ.EX DISCOv-:R cost to mo by eating 1-8XX-XXX·XXXX. I conrllTTl that I am tho 0 0 0 0 homeowner and have read the lnformaUon in lhts package and Eltpiralion Dote: meet the ellglblity reqtiremonts for lhls cowrage. 00100
I Card Number. ~ ~•onaturo t•oqwod) OOOOOOODDOOODOOD o<?\
~c_._o_N_E·_T_IM_E_C_H_E_C_K_O_R_M_O_N_E_Y_O_R_D_E_R __________________________________________ ~~~Q~ I ha\18 enclosed my Check or money order for my payment or $XX.XX «indudlng sales tax» for optional water Se1'11ice Une CCM!rage. I connmn that I am tne homeowner and haw read the lnformaUon in this package and meet the eligibiSiy reqtiremenls for this COYCrago.
I Signature (toQwe<~) ( l .
1~ .
. --. . -. --. --. -. --------.
I iS
Important Information Regarding Your Sewer/Septic Line
«MR. SAMPLE A. SAMPLE» «MAIL_ADDRESS1 » «MAIL ADDRESS2» «MAIL= CITY, ST ZIP> Joll(ltlhlmloJUloJIPt',...'li'UUithhluuh•l•~l'''''''
Dear «Mr. Sample>>,
Please reply by:
«Month X, 2015»
This letter contains important information about your responsibilities as a homeowner In the event of an emergency with your sewer/septic line. The exterior sewer/toeptlc line that runs on your property from the City of Columbia service connection or your 5eptlc: tank to your home is your responsibaity as the homeowner. If you were unfortunate enough to suffer a break or blockage in this line, II would be up to you to find a plumber and to get tho line repaired.
The City of Columbia wanls its customers to be aware that they have options and can be prepared to have the best possible services in the case of such an emergency. The C•ty has endorsed HomeServe to offer Exterior Sewer/Septic: Service Line Coverage· to its customers. Activate this optional coverage and you'll receive SX.X.XX of annual protection (30-day wait period with a money·back. guarantee) with unl mited service calls for covered sewer/septic line repairs. You will also have a 24n. 365-day-a·year emergency repair service for your sewer/septic line. Once you have made your call, HomeServe will take care or your covered repair, dispatching a quafified plumber to your horne and paying the biU diredty. Your emergency Is dealt with promptly, ao that your sewerfseplic line Is back to normal. This program can save you a significant amount of money, as a service line replacement can cost thousands of dollars. It can also save you the time and inconvenience of finding a plumber, which can be difficult In the best of tmes, let alone in an emergency. Having this program also eliminates worry, as you can be sure the job is professionally completed by a local, licensed and Insured plumber.
Please take the time to read the Information on tho back of this letter. If you would like to sign up for this program, simply complete and return the attached form, call TOLL-FREE 1-XXX-XXX-XXXX or go online to our secure webs He at www.XXxxx com Have your Reference Number «1402Sx.xxxASCZ-xxxx» available. I hope that you never have an exterior sewer/septic llno emergency, but If you should ever have a problem, you'll~~ you're covered wilh Exterior Sewer/Septic Service Line Coverage. \0 t'\:J' s~~ ~ u~ ~~ v~ p..~~~
I ~~ c Chief Operating Officer "\l'f'o<'\
- HomeServe Qe~ If ~he septic tank and leaching r~eld are not included in this coverage. , f?A~ 3 HomeServe USA Repair Management Corp. (' HomeServe') is an indepondenr company separate from the City of ':' Columbia and offers this optional service as an authorized representative of AMT warranty Corp., the contract Issuer. r1 Your choice of whether to participate In this service plan will not affect the price, avaijabllity or terms or service from tho
ccMt. S..,ploA Sample, Ser;.}\ddr .... 1, SGN..)\Odteu2, Serv_CAy, ST Up>>
,. .... C:Omplo16loctlort A. B or c ,.,noll ern rn=J DID li-mall Addtut
I A. E-Z PAY , ... _ .. _,
I havo endosed a check for my first payment of: 0 «M_PR» per month 0 «Q...PR» per quarter 0 «A_PR» per year
Please reply by: «x/x/2014»
I authorize HomeSorw to charge my account for Exterior Sewer/Septic Service Une Coverage at U10 frequency specified and my financial inslltl.llion to debli these payments from the account provided. I understand that,regard~s of the payment frequency I select, my optional COYerage Is based en ;an a~ I c:ontrad and •VII bo renewed annuaUy on tne ume payment terms selec:tod at the thencurrent renewal price. I have thO option to cancel this contract at any lime wiU1oU1 addillonat cost to me by calfllliJ 1-8XX·XXX·XXXX. I confirm !hall am tho homeOINiler and ha110 read the lnfonnation in this paclcagc and meet the eligib!llty requ11cmcnts for this coverage. «Pr1ce5 1ndude sales tax and additJonallocal tax may apply.» PLEASE MAKE PAYABLE TO HOMESERVE
«NatchbackiD» I Signature <r_..t1
13 .
What would you do in an exterior sewer/septic line emergency? The illusttaUon shows where tHngs can go wrong with your exterior sewerlloptic liroe. W.th Exterior Sewer/Septic UM Coverage, you1 havo peace of mind knawiog that in lila avant of an emergency, help i$ aV8ilable 24 houra a doy, 365 days a year and you'll have no bila to pay fotr covered repaita up to your seri.ce call beMfit amount
'No ct1-oe lot OOYtted repolh up Ia 'I"" lnf1Ual boner.t 11110<111. Ill 101116 ~•. me ..-.lee line o.,>anclllle property boundory aaltlo ~ ~c.t<ln mey be 111 edO/UonQI ruponai>lly olh hom-llLIIt no! included In IHa COVt!II(IO eowr.galnCU!HIIle elllema ~line llLI exd..Ges tiTY rep41it 'Mrt neodod an )'OUt lqlklonk ot I<Khi>g field a.
Take A Look At The Benaflta You'll Receive
1. Up to SX.XXX of Annual Ccwo111gt- 'Mlh as m&ll'f setvice ca!s os you need lot covered rcplllrs
• Our PratMio 10 You - II you are •- dissa~d wlh E>orerlor Sower/Se~llc Lint Covera.,e, simply c.o I HomeS'""" loll-/roo 1·XXX·XXX·lOClOC, and yO'Jr c:overage -.11 be d!Jcontn.od •• your rcquesl
Extorfor s-er/SepUc Line Coverage
../
../
Call TOLL-FREE 1-BXX-XXX-XXXX to protect your sewer/septic service line! ,w.'•1.lLh· ,,f-:•·- 1- nS.lm·~r,l 1 ::>-t 1 ~!-,., 11pn1 E:.,T
I authorize HomeScrw to Cllarge my f11st and au future payments for Exterior Sewef/Septic Sefvlce Line Coverage to my credit/ debit catd at tho frequency specilled.l understood that, re~ardless or the payment frequency I select, my optional coverage 1s based on an annual contract and wiD bo renewed annually on tile same payment terms selected at the thon·currenl renewal price. I have the optJon to cancel this contract at any Umo without additional cost to me by c:<~lllng 1-SXX-XXX-XXXX. I conr.-m that I am the homeowner and have read tho information in this pac.kage and meet the aftgibi!ity raqlirements for this cowrage.
G;natu ro hi)]> <till
C. ONE-TIME CHECK OR MONEY ORDER
1 tulve enclosed my check or money oroer tor my payment of ~X.XX «including sales tax» for optional Exterior Sewer/ Septic SeMoe Uno Ccverage. I confirm that I am the homeowner and haw read the lnfonnatlon In this package and meet the elllllblltY reqUiremeniS tor this coverage.
I Slgnaturo '"~~""•en I y..
0 «M_PR,.> per month 0 «Q_PR» per quarter 0 «A_PR» per year
«Pr1ces lnOJde sales tax and addillonaJ local tax may apply.» \liSA MASTERCARD JIMEX DISCOVER 0 0 0 0
Elcp!ratlon Dale;
00/00 card Nutrber:
000000000000000
·~
,-----------, I l
I I , ___________ .,
··-.. ............... _ _ ______ · -
L)1 •
m1~
~ ~
iDOA 'fU81I.L
BUSINESS REPLY MAIL FIRST-ClASS I.WL PERMIT NO. 357 LANCASTER PA
POSTAGE WilL BE PAID BY ADDRESSEE
PLAN ADMINISTRATOR PO BOX2751 COLUMBIA SC 29201-9211
Billing: o Is sent separately from the City’s water/sewer bill o customers can choose monthly, quarterly or annual pricing.
Claims: o Customer Service provided by a toll-free number 24 hours a day, 7 days a week. o Homeserve contacts the customer to complete a survey about the entire Homeserve interaction
once repairs are completed. o Emergency situations –
Homeserve schedules repairs within 1 hour, dispatch jobs to the network of service providers operating with the given locale, and will be on site within 3 hours of receipt.
o Non-emergency situations – Most repairs are completed within 48 hours. Contractors are required to contact the customer within 1 hour to confirm location,
nature of job, announce who will be arriving at the customer’s home, and agree on an arrival time.
Contractor Vetting: o Homeserve identifies contracting firms using trade association directories, government
registries of Certified Minority and Woman Business Enterprises, and City of Columbia input, if desired.
o Area Network Managers then recruit new contractors through a comprehensive vetting process which includes:
Comprehensive assessment for competence, quality, and customer service skills Evidence of the appropriate trade qualifications to provide a service within the
communities served (this will include any requirements or approval specified by City of Columbia)
Evidence of licensing (including county and state licensing), bonding, and liability, workers compensation and motor vehicle insurance.
Certification by the contractor that their employees are legally able to work in the US. Drug screening and state background checks. References of previous jobs they have completed for residential customers.
o Contractors who are accepted into the network must sign an agreement with Homeserve that stipulates performance standards, code of conduct and more.
o Six (6) Area Network Managers (assigned to various regions of the USA) ensure work is compliant with all local codes, regulations and permits requirement and handles quality control.
o Homeserve always uses local contractors to provide services/repairs. o Homeserve will try to honor any contractor request received during a claim call as long as the
requested contractor is available and in their network. o Homeserve currently has an established relationship with Apple Services, Inc. with headquarters
in Irmo, SC.
Measuring Performance: o Repairs are guaranteed against defects in materials and workmanship for one (1) year. o Surveys are conducted to measure customer satisfaction from initial call through service
completion. Responses are cross-referenced to the representative and contractor, providing feedback to both regarding their performance. Contractors that score better get more opportunities for work. Contractors that are not responsive, pass on job opportunities, perform poorly, or have lower scores are dropped from the network. Data from the survey is provided to partners as part of monthly reporting.
Marketing: o Marketing the program:
Homeserve suggests a minimum of 5 mail windows per year.
Homeserve would like to provide additional marketing (at their expense) with postcards, engaging local media and newspapers, and utilizing the City’s website.
Typical time to market is 8-10 weeks from when the agreement is signed. o Customer enrollment is easy – requires the submittal of a simple application by mail, over the
phone through a call to their customer service line, or via a cart checkout on a web page. Once enrollment is processed, a kit is sent to the customer to keep for their records.
Coverage and Cost to Homeowner: o WATER
$4.99 / month Coverage includes unlimited service calls and claims on the entire portion of the service
line to the connection point for internal plumbing even if that is inside the home. Payment of up to $1,250 for any hotel accommodation (room only) expenses incurred if
a contractor is unable to carry out the covered repair within 24 hours and customers will be left completely without water or sewage service.
Payment of up to $500 for pet accommodation expenses incurred if a contractor is unable to carry out the covered repair within 24 hours and customers will be left completely without water or sewage service.
No pre-inspection, deductible or call-out fees. Provides basic restoration of ground surface features after excavation for service line
repair. o SEWER
$8.99 / month Coverage is $10,000 annually with unlimited service calls on the entire portion of the
service line including the connection to internal plumbing inside the homes. Payment of up to $1,250 for any hotel accommodation (room only) expenses incurred if
a contractor is unable to carry out the covered repair within 24 hours and customers will be left completely without water or sewage service.
Payment of up to $500 for pet accommodation expenses incurred if a contractor is unable to carry out the covered repair within 24 hours and customers will be left completely without water or sewage service.
Covers failures due to fats, oils and grease (FOG) and roots at no additional charge. No pre-inspection, deductible, or call-out fees. Provides basic restoration of ground surface features after excavation for service line
repair.
Cost Benefit to the City – o $55,000.00 up front payment (this is not an advance against commissions) o 7% commission on policy sales paid monthly (for life of contract and all renewals) o 7% Commission on existing Homeserve policies in Columbia. o $10,000 per year for Hardships – This can be allotted toward a City Residential Assistance
Program OR in goodwill repairs to provide service to those who are not able to afford the cost of a policy or home repair.
A Professional Services Agreement has been drafted. The Selection Committee would like to proceed with
submitting this Agreement to the full City Council for approval once the Legal Department reviews and approves the language.
The Proposed Assistance Program “Change Up Columbia” was discussed at the last Environment & Infrastructure Committee Meeting. This Program is a proposed City run program that would help utility customers in financial crisis pay their past due water/sewer bills. City customers would have the option of rounding up their water/sewer bill to the nearest dollar and allowing the change to go into a fund designated for Residential Assistance. It was mentioned at the last meeting that we would wait and review what the Water and Sewer Line Repair Warranty Program proposals
included prior to recommending a portion of any monies received to be applied to the startup needs for the Change Up Columbia Program.
Cc: Ms. Melissa A. Smith Gentry, P.E., Assistant City Manager for Operations Mr. Joseph D. Jaco, P.E., Director of Utilities & Engineering
Ms. Dana R. Higgins, P.E., LEED AP, City Engineer WarrantyProgram_CouncilBriefing6-24-14.mem/ssl
