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 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
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
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 ($) = Consumption (HCF) X Rate ($)
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
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. •
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.
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 8 Sept. 30, 2014
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
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 10
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
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
wastenowater.org
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.
Questions ? Customer Advocate Contact Info: David F. Akin DAkin@sandiego.gov DAkin@sandiego.gov (619) 533-4275
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