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Home My WebLink AboutUtility Presentation Q4 2017Utility SBStat December 7, 2017 Department Strategic Plan Wastewater Treatment Plant Digester No. 2 Upgrade and Digester Gas Cleaning •Designer: Greeley and Hansen •Contractor: Grand River Construction •Cost of Construction: $5,930,037 •Project Description: •Upgrade Digester No. 2 at WWTP •Digester Gas Cleaning System •Updated Mechanical Piping and Equipment •Automation with Supervisory Control and Data Acquisition (SCADA) system Wastewater Treatment Plant Digester Gas Utilization (Construction) •Designers: Greeley and Hansen •Contractor: ThienemanConstruction •Cost of Construction: $754,000 •Project Description: •Mechanical Piping •Connect Cleaned Digester Gas to Raw Sewage Pump Engine #1•Connect Cleaned Digester Gas to CNG Fuel Station •Storage / Buffer Tank•Automation with Supervisory Control and Data Acquisition (SCADA) System Project Updates Overview: Organic Resources •The Q3 2017 Utility SB Stat meeting focused on cost recovery in the Organic Resources Department •These categories were researched as follow up: •Mulch dying •Mulch and compost bagging •Partnerships •Fee Structure •Inter-departmental use Project Updates: Mulch Dying •Unit cost: $15,000 •Water and electric source needed •Colorant cost per tote: $1,625 •Tote produces ~625 per cubic yard (CY) •Cost per CY to dye: $2.60 •Excludes recovery cost Mulch Dying Continued •Mulch dying is a viable option •Recovery cost + cost to dye: $10.18 per CY •Excludes water and electricity sources •Average cost dyed: $32.57 per CY Project Updates: Bagging Mulch/Compost •No go from discovery process •Current recovery cost: $7.56/CY or $0.28/CF(Cubic Foot) •Average 2CF bag cost online = $3-5 •Assume we sell 2CF bag at $4 = $54/CY •Our cost without shipping and startup costs = $25/CY Project Updates: Bagging Mulch/Compost •1 quote obtained from bagging company •$1.25/bag •Delivery in Michiana area = $400 for a four-pallet order of bags •Warehouse inventory included Ideas Being Considered •Notre Dame Partnership •Interest in purchasing mulch for campus •Mulch for lead poisoning pilot •Changing fee structure in 2018 •Inter-departmental use Utility Topics to Assess •How do people pay their bill? •Who calls 311? •What do they call about? Payment •One of the main things people want to do regarding the Utility is pay their bill •This is also one of the main things we want them to do •There are many options for payment •We know that these options have different costs to us and the customer Batch Type Descriptions BD AUTOMATIC BANK DRAFT FROM CHECKING OR SAVINGS ACCOUNTS DU CASH, CHECK OR CREDIT CARD PAYMENTS MADE AT CUSTOMER SERVICE OFFICE DRIVE-THROUGH ET FUND TRANSFER PAYMENTS THROUGH CUSTOMERS' BANKS, INCLUDING SOME WIRE TRANSFERS EX CHECK PAYMENTS MAILED TO BANK FOR LOCKBOX PROCESSING BUT RETURNED TO CUSTOMER SERVICE OFFICE FOR PROCESSING FC CASH, CHECK OR CREDIT CARD PAYMENTS MADE AT CUSTOMER SERVICE OFFICE FRONT COUNTER IN CREDIT CARD PAYMENTS MADE THROUGH UTILITY'S ONLINE PORTAL LB CHECK PAYMENTS MAILED TO AND PROCESSED BY BANK MA CHECK PAYMENTS MAILED TO AND PROCESSED BY CUSTOMER SERVICE OFFICE ND CHECK PAYMENTS LEFT IN NIGHT DROP DEPOSITORY TX CREDIT CARD PAYMENTS MADE OVER THE PHONE Payment Batch Types 2014-2017 data Tender Method Jan. 2017-Oct. 2017 data Tender Method Jan. 2017-Oct. 2017 data Explanation of Maps Hot/Cold Spot Map •Cold spot (blue)= Spatial distribution of data is more dispersed, statistically significant clusters of low values •Hot spot (red)= High spatial clustering, statistically significant clusters of high values •Not significant (white) = random distribution Heat Map •Visualizes density of points •Blue and purple colors signify low density of points •Yellow and red colors signify high density of points •Does not demonstrate statistical significance Tender Method/Batch Type Heat Maps Cash Payment 2016 Tender Method/Batch Type Heat Maps Credit Card GovNow (Online) Payment 2016 Tender Method/Batch Type Heat Maps Credit Card IVR Payment 2016 Tender Method/Batch Type Heat Maps Credit Card In-Office Payment 2016 311 Calls •What do people ask for help with? •311 is one of the main ways utility customer contact us •Many calls are account-related •Understand patterns •Understand the customer experience better CRM Call Types Oct. 2016-Sept. 2017 data 311 Utility Calls in CRM CRM is the system used by 311 to record calls Naviline Utility Calls Naviline is the Utility’s system of record and was also used by 311 prior to 2016 Naviline Utility Calls Unique Callers to 311 2015 16,830/46,070= 36.5% of unique customer IDs 2016 17,020/44,658= 38.1% of unique customer IDs 2017 7,192/42,828= 16.8% of unique customer IDs Caller Frequency Distribution High Volume Callers •2014-2017 data Low Volume Callers Repeat Callers Hot Spot Map Hot spot map of locations with greater than 3 calls for 2016 Repeat Callers Hot Spot Map Hot spot map of locations with greater than 3 calls for Jan.- Sept. 2017 Prospective Projects Analyzing Cost and Benefits of Payment Options •Customer service office •IVR •Online •Lockbox •Electronic Incoming ACH Resident Feedback •311 survey when resident calls •Upcoming City-wide survey Celebrating Our Values Excellence & Accountability •Delivering lead free water to customers and being in compliance with the Safe Drinking Water Act •Utility outreach to empower residents and schools to take steps to minimize exposure to lead