AGENDA WEDNESDAY, NOVEMBER 03, :00 AM

Transcription

1 AGENDA REGULAR STUDY SESSION WEDNESDAY, NOVEMBER 03, :00 AM DIRECTORS PRESENT: Guglielmana Lloyd Ryan Wicke Williams PUBLIC COMMENTS DISCUSSION ITEMS 1. Introduction of New & Promoted Employees 2. Migrating to 12 Billing Cycles 3. Elsinore Water District Action Update 4. Project Updates 5. Board Committee Updates 6. Adjournment To request a disability-related modification or accommodation regarding agendas or attendance, contact Terese Quintanar, at (951) , extension 8223 at least 48 hours before the meeting. Posted Chaney Street 10/27/10 12:00 PM Lake Elsinore, CA 92530

2 Introduction of New and Promoted Employees (Human Resources) New Employees: Jose Carvajal, Jr.-Public Affairs Representative, start date 10/12/2010 Item #1. -1-

3 STUDY SESSION DISCUSSION OUTLINE Date: 11/03/10 Originator: Subject: Brian Crawford- Customer Service Migrating to 12 Bill Cycles The District currently bills all customers in one of 4 bill cycles. Staff will present information to the Board for a plan to migrate to 12 bill cycles. Migrating to 12 bill cycles will accomplish the following: Increase service to customers by spreading inbound call and lobby traffic over all days of the week Make reading cycles more manageable Produce bills will read dates closer to the actual bill date -2- Item #2.

4 Migrating to 12 Billing Cycles Presented by Brian Crawford Current Environment 4 Bill Cycles Average of 10,000 meters per cycle Billed on each Monday of the month Due date 21 days later on a Monday 7 business day reading and bill editing period per cycle Customers notified delinquent interruption will be Tuesday, but high volume requires spreading over 3 days Item #

5 Current Environment 4 Bill Cycles Resulting Workload o Call volume heavier at beginning of week: % of Total Calls Offered % of Calls Answered 30% 80% 25% 20% 70% 60% 50% 15% 40% 10% 5% 30% 20% 10% 0% Monday Tuesday Wednesday Thursday Friday 0% Monday Tuesday Wednesday Thursday Friday Current Environment 4 Bill Cycles Resulting Workload: o Other increased load at beginning of week: Lobby traffic Mail payments Production of large bill files for Monday Delinquent account processing o Cycle Reading: Started 7 business days before bill calculation due to volume of reading and bill editing required -4- Item #2. 2

6 New Environment 12 Bill Cycles Average between 2,700 to 3,700 meters per cycle Bills produced on Monday, Tuesday and Wednesday Due dates 21 days later on Monday, Tuesday and Wednesday 4 business day reading and bill editing period per cycle Delinquent interruptions completed on Tuesday, Wednesday and Thursday New Environment 12 Bill Cycles Even out workload to improve level of service to customers: o Increase customer calls answered daily o Decrease heavy lobby traffic o Meter read date closer to actual bill date Increase field staff efficiency: o Meter reading areas smaller & more manageable o Smaller area to complete delinquent interruptions Item #

7 One Time Impact to Customers Minimal movement of customers from one billing week to another New cycles are as close to current situation as possible May result in some customers getting one shorter or longer billing period One Time Impact to Customers o Example 1: Customer in Week 2 moved to Week 3, Bill Month Current Cycles Cycle Transition Dec 2010 Read Date 12/03/10 12/03/10 Jan 2011 Read Date 01/07/11 01/19/11 Days in Billing Period 35 Days 47 Days o Example 2: Customer in Week 4 moved to Week 3, Bill Month Current Cycles Cycle Transition Dec 2010 Read Date 12/17/10 12/17/10 Jan 2011 Read Date 01/21/11 01/19/11 Days in Billing Period 35 Days 33 Days -6- Item #2. 4

8 Managing Customer Impact Customer Outreach: o Billing insert explaining the transition to customers o Information on website Reduce Financial Burden: o Identify customers that have moved from one billing week to another, with billing periods greater than 35 days, to proactively offer payment arrangements Project Schedule Task Define geographic areas of new routes and cycles Produce and test uploadfile to billing system and reading software Customer outreach Due June 2010 October 2010 November2010 Transition Begins January 5, 2011 Firstbill date using new schedule January 17, 2011 Item #

9 Conclusion o Questions and Comments? -8- Item #2. 6

10 STUDY SESSION DISCUSSION OUTLINE Date: November 3, 2010 Originator: Subject: Norris Brandt - Administration ELSINORE WATER DISTRICT ICT ACTION UPDATE BACKGROUND AND RECOMMENDATION Information which will be provided to the Elsinore Water District Board on November 2 will be presented for review and discussion at the meeting. ENVIRONMENTAL WORK STATUS Not applicable. FISCAL IMPACT Within Budget - Not determined at this time. Attachments: None at this time. Item #3. -9-