ncawwa-wea finance and management committee billing and ... · • 3 water treatment plants, 5...
TRANSCRIPT
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NCAWWA-WEA Finance and Management Committee
Billing and Collection Systems
February 27, 2013
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Background - CMUD Facts
• Serves City of Charlotte, Towns in Mecklenburg County (272,000 metered accounts)
• City of Charlotte enterprise fund – customer-funded, not taxpayer-funded
• 746 employees serve ~ 796,000 people
• 3 Water Treatment Plants, 5 Wastewater Treatment Plants – Treat, deliver 100 MGD drinking water
– Treat, recycle 76 MGD wastewater
• Maintain over 4,000 miles of distribution – and over 4000 miles of collection pipe
• Water Intakes at Lake Norman & Mountain Island Lakes
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Monthly Data
• 3 billion gallons (100 MGD) of water used
• 450 water line leaks & main breaks repaired (~15/day)
– Approx. 30% of repairs are classified as emergency priority & fixed w/in 24 hrs. or less.
• 2.3 billion gallons (76 million gallons per day) of wastewater collected & treated
– 23 sewer overflows cleaned up & remediated (less than 1/day).
– Average sewer overflow response time is less than one hour.
• CharMeck 311 processes 40,000 citizen calls for Utility issues
• 24,000 field service orders performed by staff
• 272,000 meters read and billed
What We Do?
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How we got to current state…
• Pre-AMR there were challenges – 5% growth rate per year – 102% turnover rate for
meter readers
• Began transition to AMR in 2002
• Currently read 272,000 meters – With 3 full time and 1 part
time readers – Perform 13,000/mo. meter
reading related service orders
AMR: Background/Going Forward
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What Changed in 2010?
AMR: Background/Going Forward
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Rate Increase
Citizen Taskforce Formed
Evaluation 40-Point
Plan Meter Audit
July 2009 Dec. 2009 Jan. 2010 Sept. 2010 Oct. 2010
• 2009 – Internal process
transitions & conflicts; Drought ends & watering allowed; Rate increase; Customer complaints
• City Manager evaluation in
January 2010 leads to cross departmental team and 40-Point Improvement Plan
AMR: Background/Going Forward
High Bill!
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CMUD’s Residential Meters
• 5/8-inch Disc Meter
– Pulse registers
– Absolute encoded registers (2011)
AMR: Background/Going Forward
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Why do we use these meters?
• Analyzing the industry studies of metering technologies has shown that the positive displacement measuring element is the most accurate instrument marketed
AMR: Background/Going Forward
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Study shows that all meters are not created equally…
Water Research Foundation Study
AMR: Background/Going Forward
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AMR: Background/Going Forward
Nutating Disc 30 30 100% 27 90% 30 100%
Oscillating Piston 48 37 77% 43 90% 48 100%
Multi-Jet 42 32 76% 37 88% 38 90%
Single-Jet 24 18 75% 18 75% 18 75%
Fluidic Oscillator 6 6 100% 6 100% 6 100%
Overall 150 123 82% 131 87% 140 93%
Meter TypeMinimum Intermediate Maximum
Number of Meters Meeting AWWA Flow Accuracy StandardNumber
Study Details
• Research Components – 18 U.S. Manufacturers – New Meter Accuracies – Low, Intermediate and High Flow Rates
Tested
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Why do we use these meters?
• Analyzing the industry studies of metering technologies has shown that the positive displacement measuring element is the most accurate instrument marketed
• This technology allows CMUD to have confidence in the recorded consumption and submit accurate bills to customers
AMR: Background/Going Forward
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#1 #2 #3
AMR: Background/Going Forward
Which do you prefer?
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What is next?...2012-2014
• Currently CMUD is in a RFI/RFP process to obtain more information for the future of our metering system
• Using the 40-Point Plan as a road map, we will continue to strive to implement new and efficient methodology to our metering and billing processes
• This will allow us to further strengthen our customer partnerships, thereby instilling confidence to our infrastructure and business practices
AMR: Background/Going Forward
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RFI Solution Questions 1) Customer – Assurance that CMUD’s customer would have easy access to monitor and
manage water usage
2) Cost – A system that has the most responsible total cost of ownership
3) Data Access – Ease of use for data analysis and reporting
4) Terms and Conditions/Service Provider Relationship – Defined commitment to share risk and accountability
5) Technology – Integrated, flexible and scalable solution that adheres to City standards and is feature-rich
6) Reliability – A system that is accurate and dependable in field conditions to support a trustworthy billing process
7) Ease of Use – Intuitive system for all users
8) Migration – Lifecycle management approach that allows timely and affordable strategic transitions
9) Configurable and Compatible – Reporting and user interface
10) Gallons and not CCF – Reporting usage in gallons instead of the current hundred cubic feet (CCF) is desirable
11) Accessibility – Reporting consumption to a future web portal or similar online interface, along with compatible methods to access data internally at CMUD
AMR: Background/Going Forward
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• 2009 to 2011
– 40-Point Plan development - Improvements made!
– Visits to other utilities including Durham, Clayton County Georgia, Chesterfield, SC, etc.
• 2011 to 2012
– Internal Stakeholder meetings; Pilot Studies of Available Technology
– Meter Route/Billing Cycle Re-sequencing – begin analysis
– RFI and initial Upgrade Program vision development
– Issue RFI - May 2012 (8 Responses)
– Vendor presentations - July 2012 to Dec 2012 (5 Demos)
• 2013
– More research
– January to March – develop meter requirements
– February – internal presentation of research/seminar
– March to June – develop technology requirements
– April – presentation at Technology Summit
– May – first draft of scope of services
– Issue RFP to begin Selection Process - Summer 2013
– Current contracts end - December 2013
AMR: Background/Going Forward
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Topics Included:
• Metering and Water Resource Management
• Conservation Impacts
• Non-Revenue Water
• Laws
• Working with other Utilities
• Case Studies
• CMUD metering today
• Potential metering strategies of the future
• Quality Assurance and Performance Management
• Questions
Water Metering Upgrade Program Seminar Day
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• 2009 to 2011
– 40-Point Plan development - Improvements made!
– Visits to other utilities including Durham, Clayton County Georgia, Chesterfield, SC, etc.
• 2011 to 2012
– Internal Stakeholder meetings; Pilot Studies of Available Technology
– Meter Route/Billing Cycle Re-sequencing – begin analysis
– RFI and initial Upgrade Program vision development
– Issue RFI - May 2012 (8 Responses)
– Vendor presentations - July 2012 to Dec 2012 (5 Demos)
• 2013
– More research
– January to March – develop meter requirements
– February – internal presentation of research/seminar
– March to June – develop technology requirements
– April – presentation at Technology Summit
– May – first draft of scope of services
– Issue RFP to begin Selection Process - Summer 2013
– Current contracts end - December 2013
AMR: Background/Going Forward
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What does the future look like?
Metering Strategies–Future State
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Key Drivers & Inhibitors
• Historical performance of our current system
• The need for faster and more efficient meter readings, leak detection, faster reporting of consumption data
• Reductions in field visits, enhanced customer service
• High costs, prolonged return on investment, availability of infrastructure
• Undeveloped technology
Metering Strategies–Future State
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Measuring Reliability
• Ongoing meter audits from random sampling
• Field investigations when meter readings fail validation
• Performance measures to be developed from current state baseline
Metering Strategies–Future State
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Technology Integration
• Challenge of maintaining new and existing technologies AMR vs. AMI (How to interface /Advantage)
• New technologies lend to more integration between multiple systems (SCADA, Web portals, Advantage CIS, Service Suite
Metering Strategies–Future State
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Water Bills… What are the possibilities?
Metering Strategies–Future State
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0102030405060
Ccf
Water Usage for 13 Months
02/05/13 02/25/13
$0.00 $545.98
$545.98
123456789 Dec 31 900 Jan 31 956 56 31
$66.98 66.98
281.96
241.92
4.81
6.92
10.37
0.00
545.98
545.98
01/05/13 – 02/05/13 = 33 Days.
704-555-5555
02/25/13
02/05/13
$545.98
Joe Schmoe
12345 Alphabet Street Charlotte, NC 28202
12345 Alphabet Street Charlotte, NC 28202
12345-123456
12345-123456
123-456-78
123-456-78
0
0.1
0.2
0.3
0.4
Ccf
LEAK ALERT - Jan 22nd
0102030405060
Ccf
Water Usage for 13 Months
02/05/13 02/25/13
$0.00 $545.98
$545.98
123456789 Dec 31 900 Jan 31 956 56 31
$66.98 66.98
281.96
241.92
4.81
6.92
10.37
0.00
545.98
545.98
01/05/13 – 02/05/13 = 33 Days.
704-555-5555
02/25/13 02/05/13
$545.98
Joe Schmoe
12345 Alphabet Street Charlotte, NC 28202
12345 Alphabet Street Charlotte, NC 28202
12345-123456
12345-123456
123-456-78
123-456-78
0
1
2
3
4
5
6
1-Jan 8-Jan 15-Jan 22-Jan 29-Jan
Ccf
January 2013 Consumption
Your usage indicates that a leak may be present at your
location. Please see the charts below for more information.
Current Services Bill-Bill of Future
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Customer Service Division Mission Statement “We commit to provide quality and responsive customer care through
seamless account management delivered by knowledgeable and valued employees"
Thank you
Steve Miller (704) 399-2221