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

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  Migrated additional physical servers to the virtual environment within IT and SCADA to replace outdated servers.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 budgetary, personnel, customer service and purchasing functions comply with County policies and procedures. 4. Maintain and extend the useful life and utility of OCWS IT & SCADA infrastructure. 5. Reduce overall per capita consumption through the promotion and utilization of conservation techniques. 6. Ensure the preservation and safe operation of all work related equipment. 7. Provide accurate and timely customer billing. 8. Provide prompt and courteous customer service. 9. Provide all required computer support for the department. 10. Provide budgetary guidance and support to the department. 11. Increase awareness of conservation strategies and reduce energy costs throughout the department. 12. Continue to maintain annual bad debt write offs at a level of less than 1% of yearly billings. The following projects are planned for FY2017:  IT continues to fine tune the website to meet customer and county requests.  We will be deploying OSTicket, which is an open source ticketing system, allowing IT to better visualize the volume of support requests handled.  Billing will be transferring from a physical hardware based solution to a cloud based solution for our Flexnet radio read system.  Assist with the mass meter switch out for meter entry and work orders.  Continue to assist with the large meter switch out.  Continue to assist with personnel relocation and associated IT assets.  IT will be increasing total storage capacity for the department with an upgrade from a 4TB storage system to a 14TB system. This upgrade will facilitate expected future expansion into digital document retention.  Deploy ruggedized laptops for field operation personnel.  Deploy the Fusion / Converge module to facilitate mobile payments.  Upgrade the virtual environment from VMWare ESXI 5.5 to ESXI 6.  Upgrade the AMR software to remediate an upcoming end-of-life issue with the current software.  SCADA plans to implement a new virtual system to be located at APWRF as well as implement a Disaster Recovery solution.  Upgrade APWRF’s software packages to expand capabilities to the entire SCADA system, Mtelligence & CMMS software.  Combine existing Wonderware systems, APWRF, Bob Sikes, and TESCO into latest iteration of Wonderware 2014.  Convert remaining proprietary automation control systems to Allen Bradley.  Add Meigs Seminole and Blueberry Tank to the SCADA system.  Review and update the physical restructuring of the warehouse done in FY 2016 to be sure all relevant goals have been achieved.  Continue to fine tune and update appropriate documentation of accounting procedures and processes department wide. PERFORMANCE MEASURES: Actual Approved Proposed Performance Measures FY14/15 FY15/16 FY16/17 Bad debt written off as a % of annual billings <1.0% <1.0% <1.0% Customer Service Personnel Managing/FT-PT 13-1 13-2 13-2 Efficiency Water & Sewer accounts 34,000 35,000 37,000 Number of new accounts set up - Water 8,988 9,200 9,500 Number of new accounts set up - Sewer 7,527 7,800 8,000 Number of Cut offs processed 6,324 6,500 6,800 Total full-time positions in the department 122 126 128 Vacant positions in the department 6 14 TBD Workforce vacancies (vacancies / total) 5% 11% TBD Effectiveness Leadership positions in the department 19 20 20 Leadership vacancies or new personnel 5 9 TBD Leadership turnover (vacancies or new / total) 26% 45% TBD Total Bills processed monthly 29,720 30,000 31,000 Average number of monthly e-bills sent 2,415 3,000 3,200  BOARD OF COUNTY COMMISSIONERS OKALOOSA COUNTY, FLORIDA SERVICE AREA: PHYSICAL ENVIRONMENT DEPARTMENT/PROGRAM: WATER & SEWER ENTERPRISE FUND/WATER OPERATIONS PROGRAM DESCRIPTION: This program is responsible for assuring that safe and adequate water supplies are provided to users of the County water system. This is accomplished through a network of 21 wells, 20 water tanks, 746 miles of water distribution mains, 53 miles of water service lines, and 3,980 fire hydrants. Read in excess of 33,000 meters each month and maintain backflow preventer program. MAJOR ACCOMPLISHMENTS LAST YEAR:  Continued large meter testing & replacement program, and instituted additional checks and balances for large meter sets. In the past 12 months, for meters 3” and larger, 29 were replaced/set and 26 were tested for calibration.  Brooks Bridge Water Main Bore (alternatives analysis) – install a second water supply line to Okaloosa Island, which would then serve as the primary water source to Okaloosa Island (main on bridge would serve as backup). This project is partially funded by a state appropriation administered by a FDEP Grant Agreement.  Future Water Supply (planning) – continue with Implementation Plan to ensure the sustainability of a safe, reliable, and adequate water supply in the future, with efforts focused along the Shoal River for an offline reservoir. Partnered with the U.S. Army Corps of Engineers on a future water supply alternatives analysis. Completed Shoal River Reservoir Land Acquisition – two purchases, totaling 641 acres of land, for a future off-line reservoir, surface water treatment plant, and supporting infrastructure. Land acquisition was partially funded by a Defense Infrastructure Grant.  Mid County Tank #4 (land acquisition & design) – a second elevated water tank near the Bob Sikes Industrial Park would provide for increased storage, reliability, and redundancy for the potable water and fire suppression systems. This project is partially funded by a Northwest Florida Water Management District grant. Approximately 1.1 acres of land was acquired for the tank and associated infrastructure.  Newcastle Area Water System Improvements (construction) – provide new, larger water mains to the area, along with water meters and fire hydrants to provide increased fire protection and ensure the reliability of the system. This project was partially funded by a Florida Department of Economic Opportunity Community Development Block Grant.  Poquito Bayou Water Main & Force Main Bores (construction) – replace the aging, deteriorated mains under Poquito Bayou with new directional bores.  Replaced approximately 150 aging water meters in hard-to-read locations in the Shalimar area with new, modern meters with transmitters. PROGRAM GOAL: Provide safe, adequate and affordable water supplies to users of the County water system. Provide seamless addition of new water customers. Repair & maintain water wells, tanks, and potable water booster pump stations. Maintain backflow preventer program. Read in excess of 33,000 meters each month and perform all account turn on and turn offs. Maintain the highest standard as it relates to all facets of the customer service function including new service set up, billing and collections. Insure strict compliance with ALL Federal and State requirements through periodic sample testing and constant monitoring. KEY OBJECTIVES: 1. Meet staffing challenges, such as recruiting, hiring, and retaining employees in 2 primary areas: meter readers (high turnover) and