Public Utilities Customer Services Overview Overview A - - PowerPoint PPT Presentation

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Mar 01, 2024 517 likes •682 views

Miramar North Planning Committee Public Utilities Customer Services Overview Overview A Conversation with the Customer Advocate David F. Akin, Esq. 3-3-15 Customer Advocate Who is the Customer Advocate? David F. Akin Active member

SLIDE 1

Public Utilities Customer Services Overview

Miramar North Planning Committee

Overview

A Conversation with the Customer Advocate

3-3-15

David F. Akin, Esq.

SLIDE 2

Customer Advocate

Who is the Customer Advocate?

David F. Akin

– Active member California State Bar

– 17 years Public/private utility management – 8 years advocacy experience - California attorney – 8 years advocacy experience - California attorney

What is the Customer Advocate’s role?

Focus on entire customer experience
Help navigate complex procedures/organization
Cross functional go-to person
Engage, facilitate and expedite resolution of customer

service issues

SLIDE 3

Public Utilities Is a Big Department

Customer Service
Lakes and Reservoirs

– 28 water distribution reservoirs – 9 lakes for boating and fishing

Water treatment plants
Water treatment plants

– 3 Potable, 2 recycled and 3 sewer

Water mains

– 3,193 miles for potable water – 96 miles for recycled water – 2,543 miles for sewer collection

SLIDE 4

Your Utility Bill

Water Portion Consumption – volume of service used

– Measured in Hundred Cubic Feet (HCF) – 1 HCF = 748 gallons

Base Fees - recover fixed costs Base Fees - recover fixed costs

– Flat fee based on size of service/meter

Rate – price per unit of service

– Four rate tiers for (residential - promotes conservation)

Water Used Fee – recovers variable costs

– Amount ($) = Consumption (HCF) X Rate ($)

SLIDE 5

More Information From Your Bill

Wastewater Portion Base Fees - flat fee Service Fee – recovers variable costs

– Assumes % of water used is returned – Assumes % of water used is returned as wastewater – Individualized fee for residential customers

Adjusted annually (July)
Based on lowest water consumption during winter period

(Dec-Mar) when indoor use is highest percent of use

Opportunity every winter to lower sewer charges

SLIDE 6

Ever Get a Bill That Was Higher Than You Expected?

The are just three reasons for your bill to be higher:

Higher Consumption - used more water
A Leak in the customer’s water system
There was a meter reading error.

SLIDE 7

How Can I be Sure the Read is Right?

Read the meter yourself:

Odometer style register

like your car

Measures in hundred
Measures in hundred

cubic feet

Cubic feet versus gallons

– 100 cubic feet = 748 gallons

Compare your read to the read on the bill.
If your read is lower than the billed read, call

it in. We will correct your bill using your read.

SLIDE 8

State Drought and Supply Conditions

Intensity: Abnormally Dry Moderate Drought Severe Drought Extreme Drought Exceptional Drought

State Water Project Deliveries Will Be a Record Low in 2014 (5% of Contract Requests)

U.S. Drought Monitor

Sept. 30, 2014

SLIDE 9

5 Levels of Drought

Water Waste Prohibitions (Permanent)
Level 1 – Drought Watch Condition (Voluntary)
Level 2 – Drought Alert Condition
Level 2 – Drought Alert Condition
Level 3 – Drought Critical Condition
Level 4 – Drought Emergency

SLIDE 10

Background

City created Permanent Water Use Restrictions

in 2011

Governor declared statewide drought on

January 17, 2014 as winter months brought January 17, 2014 as winter months brought very little precipitation

City of San Diego implemented the Drought

Watch Condition in July (Level 1)

City Council Declared Drought Alert (Level 2)

restrictions effective November 1, 2014

SLIDE 11

Water Conservation Programs

Manage Water Waste complaints
Residential Water Survey Program
Multi-family Survey Program
Commercial Landscape Survey Program
Commercial Landscape Survey Program
Water-wise Business Survey Program
Rebate programs
Outreach
Education / classes

SLIDE 12

Jump Online for Quick Self-help

A wealth of information at your fingertips
Customer Portal – (Secure, open 24/7)

– Go Green! Receive your bill online – Pay your bill on time…electronically – Pay your bill on time…electronically – Open/Close your account with ease – Review your consumption

Landscape Water Calculator
And much, much more

Log on: www.sandiego.gov/water

SLIDE 13

wastenowater.org

SLIDE 14

Customer Care Team

Call when self-service options don’t get you

what you need

Call to report emergencies:

– Water main break – Car struck fire hydrant – Sewer spill

Customer Care Team

is here to assist you

(619) 533-3500
Call volume varies
If volume is high, try again later.

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