Page 231 - FY 19 Budget Forecast 91218.xlsx

CUSTOMER SERVICES DEPARTMENT
FIELD SERVICES DIVISION (200-710-70)

DEPARTMENT DESCRIPTION:
The Customer Service/Field Services Division is responsible for field activities for utility billing duties. Included within
these activities are the meter reading, customer connects and disconnects, customer transfers, and investigations of
billing inquiries. The Field Services Division is also responsible for new meter installation and meter maintenance.
Included within these activities are new meter sets, state mandated testing and replacement programs, electronic
troubleshooting and meter box replacement and maintenance.

DEPARTMENT/DIVISION GOALS:
1. Continue to provide timely and efficient customer service.
2. Maintain meter reading accuracy rate of at least 99.9% of total meters read by ensuring that meters are in proper
working order, and utilizing automated meter reading technology.
3. Minimize water losses by identifying slow and stopped water meters, with timely investigation and/or meter
replacement.
4. Assist and educate customers with respect to water conservation.
5. Maintain radio (wireless) meter reading.
6. Meter replacement program average 1,600 per year, per conservation ordinance.
7. Continue to promote safety awareness (goal to be accident free)

DEPARTMENT/DIVISION OBJECTIVES:
1. Utilize paperless work system using STW software and Tablets.
2. Continue to promote error free environment.
3. To continually learn and adopt current best practices within Field Services.
4. Continue to promote a safe and healthy work environment for employees to experience job satisfaction in their
achievements and contributions to the City's vision.

SERVICE LEVEL ANALYSIS:
FY 2018-19
FY 2016-17 FY 2017-18 FY 2017-18 Adopted
SERVICES PROVIDED Actual Budget YE Proj. Budget
Customer meter reading routes maintained 70 70 70 70
Service calls made to customers (including
re-reads) 3,646 4,000 3,981 4,200
Total water meters read (monthly average) 15,522 16,000 15,800 16,000
Work orders completed 22,646 14,000 25,011 25,000
Annual meter exchanges 1,516 1,600 1,600 1,600
Annual new meter sets 196 300 200 200

PERFORMANCE INDICATORS
Billing cycles read on schedule 100% 100% 100% 100%
Meter reading accuracy rate 99.90% 99.90% 99.90% 99.90%
Average hours to read a billing cycle 24 24 24 24
Manual re-reads as a % of total meter reads 0.02% 0.03% 0.02% 0.02%

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