Pay for Performance PIT

Utilities - Customer Information and ServicesR19 UTCIS15-1266 - Update on Review of the Inspector General Customer Complaint List

R20 UTCIS15-1271 - Update on Priority Action ListPasco CountyFloridas Premier County1R19 UTCIS15-1266 Update on Review of the Inspector General Customer Complaint List

Pasco CountyFloridas Premier County2Reason for the ActivityUtilities CIS Billing InquiriesInspector Generals Audit Report363 Accounts to be ReviewedUtilities CIS Process and Response

Utilities CIS3Key Findings ofIG Audit Report95% of the water meters tested were accurate and functioning properly. While nine meters (5%) did not meet American Water Works Association (AWWA) standards, it was determined that those nine meters were running slow, and in favor of the customers100% of the tested meter registers agreed with the reads captured with the meter reading equipmentUtilities CIS4The Account Review Process1. A letter has been sent to each customer identified in the report: Communicating the review processSetting expectations for response

Note: Many customers identified in the report have already been contacted by Utilities CIS.

Customer Contact5The Account Review Process2. Identify the billing period(s) in questionReview billing consumption data by month.Review sequence of meter reads (any missed?).Review number of days in the billing period (greater than 32?).Identify the Billing Period(s) in Question

6The Account Review ProcessIdentifying Billing Period(s) in questionIdentify the Billing Period(s) in Question

7The Account Review ProcessIdentifying Billing Period(s) in questionIdentify the Billing Period(s) in Question

8The Account Review Process3. Evaluate account data and information including meter reads, meter profiles, and bill information, to determine the reason(s) for the question/concern.

Check for reading estimationsReview sequence of meter reads (any missed?)Review number of days in the billing period (greater than 32?)Perform a detailed review of customer billsOrder a profile (hour by hour usage) on the account

Evaluate Account Data9The Account Review ProcessReview the Meter Profile

Evaluate Account Data

10The Account Review Process4. Complete the analysis and determine the outcome and/or resolution.

Billing ErrorsNormal/High Usage - ExplainableLeaks VerifiedLeaks UnexplainedHigh Usage - Unexplained

Determine the Outcome and/or Resolution11The Account Review ProcessBilling ErrorsMissed meter readReading errorBilling period more than 32 days

Recommended ResolutionCalculate the correct amount to bill.Apply the appropriate adjustment if required.

Determine the Outcome and/or Resolution12The Account Review ProcessBilling Errors Example Calculation for Missed Read

Determine the Outcome and/or Resolution

13The Account Review ProcessVerified Leaks Accounts that experienced a leak verified by repair receipts.

Recommended ResolutionApply the Billing Adjustment Policy upon receipt of the application.

Determine the Outcome and/or Resolution14The Account Review ProcessExamples of Verified Leaks

Determine the Outcome and/or Resolution

15The Account Review ProcessExamples of Verified Leaks

Determine the Outcome and/or Resolution

Dec. 2014 = 537,000 gallonsJan. 2015 = 508,000 gallons

Max flow = 1420 gph or 23 gpm

Leak was more than 4 months16

The Account Review ProcessExamples of Verified Leaks

Determine the Outcome and/or Resolution17The Account Review ProcessExamples of Verified Leaks

Determine the Outcome and/or ResolutionJune 2015 = 569,000 gallons

Max flow = 1330 gph or 22 gpm

Leak from 5/25 to 6/12/2015

18The Account Review ProcessUnexplained Leaks Accounts where high usage occurs, but the customer can not explain the cause. Continuous flow greater than a 24 hour periodGreater than 120% of customers average monthly bill

Recommended ResolutionApply a one-time only for the life of the account billing adjustment. (Requires Ordinance amendment)

Determine the Outcome and/or Resolution19The Account Review ProcessExample of Leaks Unexplained

Determine the Outcome and/or Resolution

20The Account Review ProcessExample of Unexplained Leaks

Determine the Outcome and/or Resolution

July 2015 = 569,000 gallons

Max flow = 1460 gph or 24 gpm

Leak from 6/30 to 7/18/201521The Account Review ProcessExample of Unexplained Leaks

Determine the Outcome and/or ResolutionFY2014Leak Adjustment for Residential Water and Sewer Account with 3/4" MeterNameCustomer#Account#Meter#09567205 Enter Prior Months ConsumptionsMonth 1 - Billed ConsumptionMonth 1 - Leak Adjustment CreditBill#4682079Bill Date8/7/2014Average Consumption for Adjustment CalculationMonth 115 Bill Period6/27/2014to7/25/2014Month 21 Average Consumption3thousand gallons611 Thousand Galllons @Month 32 Total Billed Consumption (in thousands)614 Average Consumption +20% (in thousands)3 Month 42 UnitsRateUnitsRate$2.559 per 1000 gallonsMonth 52 Water Base Charge $ 7.71 Water Base Charge $ 7.71 TBW Unitary (Bulk) ChargeMonth 61 Tier 1 (1,000 to 6,000 gallons)6 $ 2.65 $ 15.90 Tier 1 (1,000 to 6,000 gallons)3 $ 2.65 $ 7.95 $1,563.55Month 72 Tier 2 (7,000 to 9,000 gallons)3 $ 3.57 $ 10.71 Tier 2 (7,000 to 9,000 gallons)0 $ - $ - Month 82 Tier 3 (10,000 to 15,000 gallons)6 $ 4.51 $ 27.06 Tier 3 (10,000 to 15,000 gallons)0 $ - $ - Water Charge OverageMonth 92 Tier 4 (16,000+ gallons)599 $ 5.44 $ 3,258.56 Tier 4 (16,000+ gallons)0 $ - $ - Month 102 Total Water Charges $ 3,319.94 Total Water Charges $ 15.66 ($3,304.28)Month 112 Month 122 Sewer Base Charge $16.75 $ 16.75 Sewer Base Charge $16.75 $ 16.75 Sewer Charge OverageAverage3Tier 1 (Capped at 10,000 gallons) $ 4.93 $ 49.30 Tier 1 (Capped at 10,000 gallons) $ 4.93 $ 14.79 Avg +20%4Total Sewer Charges $ 66.05 Total Sewer Charges $ 31.54 ($34.51)Average +20% (Rounded Down) 3($1,775.24)Total Water & Sewer Charges $ 3,385.99 $ 47.20 Credit to AccountCredit = $1,774.25 OR adjusted bill = $3,385.99 - $1,774.25 = $1,611.7422The Account Review ProcessUnexplained High Usage Accounts where high usage occurs, where neither the customer nor CIS can explain the cause. Use pattern is not consistent with a leak.Greater than 120% of customers average monthly billRecommended ResolutionApply a one-time only for the life of the account billing adjustment. (Requires Ordinance amendment)

Determine the Outcome and/or Resolution23The Account Review ProcessNormal High Usage - ExplainableUse that can be easily explained by information obtained, such as meter profiles. Common causes include irrigation systems and auto-fill systems used in swimming pools. Recommended ResolutionNo billing adjustmentEducate customer on causes

Determine the Outcome and/or Resolution24The Account Review ProcessExamples Normal High Usage - Explainable

Builders UsageDetermine the Outcome and/or Resolution

25

The Account Review ProcessExamples Normal High Usage - Explainable

New Owners UsageDetermine the Outcome and/or ResolutionOwner had adjusted Irrigation Controller, but did not realize there was more than one program. Chris Dewey from Coop Extension visited premise and found multiple programs were set.26The Account Review ProcessExamples Normal High Usage - Explainable

Determine the Outcome and/or Resolution

27The Account Review Process5. Contact each customer to discuss our findings.Phone calls where possibleLetters/email as necessary

Contact Each Customer to Discuss our Findings.

28The Account Review ProcessStatus of the 363 IG accounts:

363 have received a preliminary review:Identified accounts already in processIdentified simple billing errorsIdentified accounts requiring meter profiles237 have been categorized, if enough info available44 or 19% Two-month Billing Errors44 or 19% Normal Usage due to Irrigation11 or 5% Verified Leaks35 or 15% Unverified/Unexplained Leaks100 or 42% still requiring further analysisNOTE: Goal is to complete by 10/1/15

Status29Ensuring Consistent ProcessesProactive Process Improvement

Identify the Root Cause of IssuesImplement IG RecommendationsDevelop Best-Practice Standard Operating ProceduresTo include improving proactive Customer Communication when exceptions are discoveredProvide Customer/Consumer EducationEnsuring Consistent Processes

30Pasco County OrdinanceRecommendations to address Accounts with Unexplained Leaks and High UsageApply a one-time only for the life of the account billing adjustment using current Ordinance methodology.This method reduces the amount billed to the current Tampa Bay Water Unitary rate of $2.55 per 1000 gallons (compared to $5.53 Tier 4)

Pasco County Ordinance31Pasco County OrdinanceDRAFT proposed verbiage changeSection 114-40, Billing Adjustments(b) Upon application to Utilities Customer Service, for verified leaks and the first-time filling of a new pool, the County Administrator or designee may adjust the water bill of a customer after presentation of original plumbing repair bills, original receipts for materials or parts, a notarized statement of the repair, or permit for pool installation, including the date of the work and the nature of the repair. An adjustment may also be obtained for unexplained leaks or high water usage for a period of more than 24 hours as verified by a meter profile for which the Utilities Director reasonably believes that the water was used unintentionally. Such an adjustment may be obtained only one time per customer account. The high water use will not be forgiven, but shall be paid at the current Tampa Bay Waters unitary rate. High water use shall mean usage from the leak or pool filling, which results in an amount of water used that is 20% over the average usage of the preceding 12 months based on meter readings. Additionally, if the documentation shows that the high water use did not flow to the countys sewer system, the County Administrator or designee may likewise issue a credit to the sewer portion of the bill for the high water use. If a new customer does not have 12 months usage, the county will take the average usage over the entire available period of usage of not less than three months for that customer. The water bill adjustment will only be made for the water used that is 20% over the average usage for the preceding 12 months. The adjustment can only be applied to the customer account active at the time of the leak and will only be applied to the time period of the leak but not to exceed three consecutive months.

Pasco County Ordinance32R20 UTCIS15-1271 Update on Priority Action ListPasco CountyFloridas Premier County33Update on Action PlanHighest priority is to complete the IGs recommendation to review all customer accounts that had contacted the IG regarding high water bills and determine outcomes (update provide in another agenda item).Hire all approved resources as soon as possible. One temporary staff has already been hired and is assisting with item #1 above.In collaboration with EMA, Inc., review and prioritize all tasks on the PAL with an emphasis on the IG recommendations. EMA efforts began and they were onsite from 9-8-15 to 9-11-15 and return on 9-23-15. Develop an Action Plan to address the majority of the IG recommendations by the end of March of 2016.

Pasco County Ordinance34