General Manager s Report

Transcription

1 General Manager s Report July 19, 2017

2 Table of Contents Customer Service Customer Service... 1 HomeServe USA Update... 2 Contact Center Operations Percent of Calls Answered Chart... 3 Percent of Calls Answered Within 180 Seconds Chart... 3 Delinquent Accounts Chart... 4 epermitting Transaction Report... 5 Infrastructure Water & Wastewater Permit Compliance... 6 Potomac Plant Production Flows... 6 Potomac Underdrains... 6 WSSC Seasonal Los ph Enhanced Coagulation Program... 6 PJM Load Curtailment Test... 6 WSSC and MCDHHS Response Plan for New Water Quality System... 6 Wastewater Treatment Plant Tours... 6 WSSC Recognition at ACE Water Production Chart... 7 Wastewater Treatment Chart... 7 Sanitary Sewer Overflows Chart... 8 Basement Backups Chart... 8 Water Main Breaks and Leaks Charts... 9 Cumulative Water Main Reconstruction Chart Cumulative Water Lateral Line Replacements Chart Cumulative Sewer Main Repair & Replacement Chart Cumulative Sewer Lateral Lines Chart Financial Stewardship Budget Charts Employee Matters Vacancies vs. Active Recruitments Chart Recruitment May 2017 Average Time to Fill Vacancies Chart Recruitment Cumulative Average Year-to-Date time to Fill Vacancies Chart Voluntary and Involuntary Separations Chart Eligible Retirements Chart Retirement Eligibility Projections Chart Stakeholders Supplier Diversity and Inclusion (SDI) SDI Outreach SDI Dashboard Events and Community Outreach External/Internal Communications Community Events Major Upcoming Events i

3 Customer Service Delivering Excellent Customer Service is a strategic priority for WSSC. As such, transforming WSSC to a customer-centric culture is a key initiative for fiscal year Following is the Customer Service team report of customer service improvement actions taken during the month of June Customer Service Strategy: Benefit: Sustained delivery of outstanding customer experience by designing experiencefocused value propositions for each customer type. Customer Service leadership attended the first in-person Customer Feedback Community (CFC) that was held on June 1, 2017 with the GM/CEO and Communications staff. 2. People/Staffing: Benefit: Improved customer experience by having skilled, engaged, customer centric employees. A. Staffing Recruitment update. 1) Interviews in process - seven positions 2) Offers pending one position 3) Offers accepted six positions B. Professional Development/Training 1) Employees in the Customer Care Division attended IssueTrakr training. 2) Bill Pay cross-training began three employees. 3) Managers attended EEO update session. C. Employee Engagement/Recognition 1) Path Forward Road Show update; all employee meetings to update staff on initiatives, projects, etc. within and that affect the department. 2) Supported Rate Structure Alternative public meetings and staff onsite to assist with individual customer s billing related questions. 3) Held end of [fiscal] year departmental celebration. Process Improvements: Benefit: Consistency and increased accuracy of information provided to customers. Centralized workforce management responsibilities for call centers to improve consistency of methodologies and better utilization of staff. Field Service system process analysis and recommendations completed. 3. Tools/Technology: Benefit: Customer has access to information 24/7 that is consistent, accurate and easier to navigate. A. Held first monthly All Hands Meeting with all business units to ensure appropriate representation, communication and accountability across the stakeholders impacted by the CC & B project. B. Pivot analyses of CC&B v2.6 and CRM completed by the CC & B project team. 1

4 Customer Service 4. Other: Benefit: Customer experience/feedback drives continuous improvement actions. A. Account Services 1) 1,259 adjustments processed; 9% decrease over previous month 2) 6,636 field services activities processed; 147% decrease over previous month (Note: previous volumes were result of backlog) B. Returned mail 1) Collections for the month = $18,461; 60% decrease over previous month 2) FY 2017 year-to-date total collection = $302,125 C. s and Faxes 1) s A. 4,280 processed; 70% increase over previous month 2) Faxes (represents those processed by the Investigations unit) A. 86 processed; 6% decrease over previous month D. One Stop Shop (walk in center) 1) June = 460 customers; 20% decrease over previous month 2) Year-to-date = 6,248 HomeServe USA Update In July 2016, WSSC launched an agreement with HomeServe USA as part of our ongoing commitment to customer service. Our agreement with HomeServe USA provides customers with an opportunity to purchase optional, affordable service plans that will protect them against unforeseen and costly repairs in the event of a failure of the water or sewer line on their property. The program also helps us to educate and inform homeowners about responsibility for water or sewer line repairs. Below are HomeServe USA enrollment statistics for fiscal year-to-date for month ending May 31, 2017: Claims/ Customers Enrolled* Total Contracts* Customer Satisfaction Repairs Completed Average Job Cost Customer Savings 63,797 91,798 92% See note See note See note * Does not include customers/contracts within the initial 30-day review period. Note: Numbers currently available due to technical issues. Customer Service Performance June 2017 Performance stats submitted via separate spreadsheet. Key performance indicators and results will be incorporated into one monthly report starting FY18.

5 Customer Service Contact Center Operations In June 2017, the Contact Center answered 95.5% (62,866) of the 65,779 calls received. The average monthly answer rate to-date this fiscal year is 93%. This chart reports the percent of calls answered within 180 seconds. The goal is to answer 80% of incoming calls within 180 seconds (80/180). In June 2017, the Service Level was 84/180.

6 Customer Service

7 Customer Service

8 Water & Wastewater Permit Compliance Infrastructure In the month of June there were zero violations for both drinking water quality permits and wastewater effluent permits. Potomac Plant Production Flows During June, the Potomac Plant provided roughly 72% of the 5.3 billion gallons of treated water delivered to the 1.8 million customers served by the WSSC Water System. The billion gallons treated at Potomac was the highest monthly total since July of Potomac Underdrains Two additional filters at Potomac, Nos. 2 and 4, were returned to service this month following complete rehabilitation. This brings the total number of filters with new stainless steel underdrains installed to fourteen (14). We continue to experience failures of the original filter units as filter No.10 failed during high rate filter backwash on June 4. This failure brings the total number of filters out of service to three, however two of them are expected back this month. WSSC Seasonal Low ph Enhanced Coagulation Program The seasonal Low ph Enhanced Coagulation Program at the Potomac Plant began on Monday June 12th. A ph of 6.5 is optimal for coagulation and has proven to be an effective method of reducing the level of the disinfection byproducts (DBP s) total trihalomethanes (TTHM) and haloacetic acids (HAA5) in our distribution system. This program typically continues until late September or early October when water temperatures begin to moderate. PJM Load Curtailment Test The Potomac Plant successfully reduced the power draw to below the firm service agreement level of 6,000 kw for the one-hour test period on Thursday June 22nd. This effort has the potential to save the Commission about $100, if there are no actual emergency demand response events called for this summer. No events were called last Summer, however WSSC received $86,000 based on last June s Emergency Demand Response test. WSSC and MCDHHS Establish Response Plan for New Water Quality System Members of WSSC s Water Quality Section (WQS) met with Montgomery County Department of Health and Human Services (DHHS) to discuss public health surveillance components of the Water Quality Surveillance and Response System. WQS and DHHS established mutual notification in case of public health outbreaks. WSSC Receives National Recognition at ACE17 At the ACE17 Conference in Philadelphia, the Partnership for Safe Water recognized WSSC s Potomac WFP for receiving the 5 year Directors Award for filter optimization.

9 Infrastructure

10 Infrastructure 8

11 Infrastructure There were 54 breaks and leaks reported in the month of June. The data shows that 42% of the breaks and leaks reported, occurred in pipes years old.

12 Infrastructure 10

13 Infrastructure 11

14 Budget Financial Stewardship

15 Financial Stewardship CFO Monthly Status Report May 2017 See attached report. 13

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34 Vacancies vs. Active Recruitments Employee Matters There were 165 total vacancies across the Commission at the end of May Seventy-two percent (118 vacancies) of these positions are actively being recruited. Note: The Human Resources Office places a position on hold, with manager notification, for various reasons. Most often, positions are placed on hold due to inactivity. Hiring managers are given 30 days to act upon candidate lists provided for their jobs. The position is placed on hold until the hiring manager is ready to begin the process.

35 Employee Matters Recruitment May 2017 Average Time to Fill (TTF) Vacancies The average time to fill the 12 positions below was 60 days, which includes an average of 56 days with hiring managers, an average of four days with HR, as well as the time it takes for an applicant to make a decision to accept or decline an offer.

36 Employee Matters Recruitment Cumulative Average Year-to-Date Time to Fill Recruited Vacancies Twelve positions were filled in the month of May The cumulative average time-to-fill was 55 days. Voluntary and Involuntary Separations In May 2017, there were 15 separations comprised of five retirements, eight voluntary separations and two involuntary separations.

37 Employee Matters Eligible Retirements Retirement Eligibility Projections As of May 2017, approximately 45% of WSSC employees are eligible to retire in five years, including full and early retirement.

38 Stakeholders Office of Supplier Diversity & Inclusion ( OSDI ) Outreach WSSC s Office of Supplier Diversity & Inclusion ( OSDI formerly the SLMBE Office) participated in the following outreach events in an effort to increase supplier/vendor participation in WSSC s contracting opportunities and processes: On June 2, 2017, OSDI co-hosted the Small Business Development Center (SBDC) Business Acceleration and Growth Program Presentation. The program discussed SBDC s partnership with State Highway Administration (SHA) to provide business acceleration and capacity building to Disadvantaged Business Enterprises (DBEs) in the state of Maryland. There were approximately 38 attendees. On June 6, 2017, OSDI and Procurement Office facilitated the Office Supplies Special Outreach Event. The event provided information to attendees on the imminent Request for Proposal (RFP) for Office Supplies. There were 16 attendees. On June 7, 2017, OSDI attended the Rockville Economic Development, Inc. (REDI) 20th Anniversary Luncheon in Rockville, Maryland. REDI is a public-private partnership formed in 1997 to strengthen & broaden the city s economy through entrepreneurship, expansion, retention, & recruitment programs. There were approximately 150 attendees. On June 12, 2017 and June 21, 2017, OSDI hosted its Understanding the Appendix A for the MBE and SLBE Programs and the Good Faith Efforts (GFE) Guide Workshops via Webinar. There were seven (7) attendees for these trainings. On June 12, 2017, OSDI participated in the Capital Region Minority Supplier Development Council s (CRMSDC) Annual Business Network and Golf Experience at The Woodmore Country Club in Woodmore, Maryland. The event provides an opportunity for Corporations and Minority Suppliers to meet and network. OSDI participated in a round table business-to-business networking and provided upcoming contracting opportunities information to diverse suppliers. There were approximately 120 attendees. On June 14, 2017, OSDI participated in the DC Procurement Technical Assistance Center (DC PTAC) 2017 Small Business Summit in Washington, DC. The DC PTAC is a program within the District of Columbia Department of Small and Local Business Development (DSLBD). DC PTAC works to help businesses successfully compete in the federal, state, and local government marketplace. OSDI participated in the Matchmaking session and as exhibitors. There were approximately 100 attendees. On June 20, 2017, OSDI participated in the 2017 WMATA Back2Business Procurement Fair at the Walter E. Washington Convention Center in Washington, DC. The summit gave the vendor community an opportunity and access to agency leaders and procurement decision makers. OSDI participated as an exhibitor. There were approximately 500 attendees. 18

39 Stakeholders On June 20, 2017, OSDI hosted its monthly Web-Based Compliance System Training Workshops in person and via Webinar. There were three (3) attendees. On June 22, 2017, OSDI exhibited at the Maryland Washington Minority Companies Association (MWMCA) Maryland Live! Minority Outreach Fair in Hanover, Maryland. OSDI met with 90 firms that were seeking to do business with WSSC. There were approximately 500 attendees. On June 23, 2017, Montgomery County Commissioner, Fausto Bayonet, attended the Greater Washington Hispanic Chamber of Commerce (GWHCC) 41st Annual Gala: A Toast to Latino Leadership in Washington, DC. The Gala serves as an opportunity for the Chamber to highlight the importance and influence of the Hispanic business community in the DC Metropolitan. There were approximately 500 attendees. On June 26, 2017, OSDI hosted the Small Local Business Enterprise (SLBE) Clinic. The clinic provided small local businesses with information on the approval process for the SLBE Program; how to leverage the Supplier Portal Registration system; and information on how to do business with WSSC. There were 10 attendees. On June 28, 2017, OSDI hosted the Access to Capital, Insurance and Bonding Special Outreach event. OSDI gathered local and regional experts from various public and private organizations to provide attendees with information on access to capital, insurance, bonding and other business operational support services. The program featured WSSC s Business Investment and Growth (B.I.G) Program. There were 60 attendees. 19

40

41

42 Stakeholders External/Internal Communications WSSC and DNR team up for Friday Family Fun o News release o Social media o Event postponed but continued promotion on social media for makeup date. New Chair and Vice Chair announcements Commissioners Special Meeting on Rate Structure announcement Major construction announcements WSSC and Town Damascus partnership o News release o Social media o Media interviews Silver Spring construction project community meeting Camp Springs tank rehab community meeting H20 Connect Continue internal awareness of team building activities Community Events June 2017 o Educational outreach programs: 2 o Community Fairs: 5 o Sponsored Events: 2 o Major Events: + LGBTQ+ Pride Month Internal Lunch and Learn June 22 + Family Fun on the Watershed June 23 + Caribbean American Heritage Month internal celebration June 28 July 2017 o Educational outreach programs: 2 o Environmental Cleanup: 1 o Community fairs: 2 o WWTP Tours: 2 + Parkway WWTP staff conducted two (2) Plant Tours on 06/13 and 06/19. Tours involved a group from Lynch Homeschool, and WSSC summer interns from our IT section. Major Upcoming Events o Young Science Explorers Club Sewer Science Session July 19 o WSSC Employee Service Awards July 27 o YMCA Thingamajig July 27 o Montgomery County Fair August o Maryland Association of Counties Conference (MACo) August