Okaloosa County BOCC — August 1, 2016 — Water and Sewer PBB

BOARD OF COUNTY COMMISSIONERS OKALOOSA COUNTY, FLORIDA SERVICE AREA: PHYSICAL ENVIRONMENT DEPARTMENT/PROGRAM: WATER & SEWER ENTERPRISE FUND/ADMINISTRATION (I.T., CUSTOMER SERVICE, FINANCE & SUPPLY) PROGRAM DESCRIPTION: This program is responsible for the administrative functions of the department. Responsibilities include accounting, billing, customer service, debt collection, IT, SCADA (supervisory control and data acquisition), logistics, project and maintenance costing, contract and grant administration, personnel functions, and budget administration. REVENUE: The Water & Sewer enterprise fund receives revenue through monthly customer billings, capacity expansion charges and related ancillary charges for use of both the Water and Sewer systems within the Okaloosa County service area. The funds customer base is currently in excess of 37,000 water service and 34,000 sewer service connections both residential and commercial. MAJOR ACCOMPLISHMENTS LAST YEAR:  Continued to promote green options including e-billing and e-payments resulting in a reduction in the number of paper bills mailed each month.  Continued to provide multiple options for payment of water & sewer bills including online and via the IVR (Integrated Voice Response) system, including online check payments.  Maintained an extremely low level of bad debt write offs (below 1% of revenue).  Migrated additional physical servers to the virtual environment within IT and SCADA to replace outdated servers. Continue green movement that decreases the number of physical servers needed.  Continue to increase SCADA communications dependability by adding a T1 dedicated IP circuit to handle remote communications from the Verizon and Sprint private networks.  Implemented inventory custody and controls as well as segregation of duties based on independent auditors recommendations. This includes fencing and securing of materials and separating duties and functions of the Logistics Division into two separate divisions; Finance Division and Logistics Division.  Implemented a water distribution backup system to handle network traffic and remote viewing in the event of a T1/ISP network outage. (SCADA)  Continued improvement of network security at router and switch level.  Continued development of Wonderware 2014 Application.  Assigned wireless modems to SCADA application users providing mobile connectivity.  Completed the Windows XP to Windows 7 migration.  Assisted with the VGB implementation in the Newcastle and Shalimar areas by creating new routes, processing meter exchanges, and providing technical assistance with the interrogators.  Worked with Sensus to seamlessly convert from radio read’s to VGB while the Bluewater Bay tank was undergoing maintenance and back to radio on completion.  Worked with Electricians to wire and network the new supply office.  Worked with Warren Hollow (vendor), Judicial, and Sheriff Department IT to retrofit the 4th floor doors to a secured entry system and facilitate housing of network equipment in the IT server room.  Established initial documentation of accounting procedures and processes department wide, including steps for year-end processing. PROGRAM GOAL: To provide the administrative support necessary to operate these “back office” services, including all OCWS purchasing and inventory. To provide excellent customer service to our rate payers through all available means, including face to face, via telephone or internet. To also provide a high level of “internal customer service” as it relates to other departments within the water & sewer fund. KEY OBJECTIVES: 1. Meet staffing challenges, such as recruiting, hiring, and retaining employees within the program. 2. Replace equipment that is past its useful life to prevent wasted man hours and poor customer service due to equipment failures and time needed for repair. 3. Ensure budg