HomeMy WebLinkAbout03.a. (Handout) Add'l Written AnnouncementsL NAndou) 3.a. Board Meeting of April 14, 2011 Additional Written Announcements General Updates a) User Feedback Survey Customer Complaint On March 29, 2011, the District received a User Feedback Survey reporting poor customer service in responding to a sewer cleaning activity that took place on February 7, 2011. The customer called and reported to the dispatcher a blowout from a high pressure cleaning in a nearby sewer main on North Main Street, Walnut Creek. The dispatcher recorded the name, address, and contact phone number of the customer; and the dispatcher informed the nearest field crew to investigate. Upon arrival at the address, the field crew found a vacant business front with nobody present. Both the dispatcher and the field crew tried to phone the customer and were unsuccessful. The phone number and address were not correctly transcribed. Approximately four hours later, the customer called back to confirm the number and address. At that time, the dispatcher apologized for the errors and offered to resend the field crew, however the customer refused. Unfortunately, this information was not forwarded to the management team. Upon receiving the User Feedback Survey, Field Operations Superintendent Bill Echols arranged and met with the customer. Mr. Echols stressed our commitment to correct errors, and to provide exceptional customer service. He informed the customer that the District has taken measures to reduce the chances of another toilet blowout. Staff is working on several corrective actions: 1. A formal Dispatch Log Form has been developed requiring that specific information be recorded including multiple contact numbers and defining the location as a residence or business. 2. To incorporate a method to record all incoming calls to Dispatch. 3. A note to reduce cleaning pressure has been included in the computerized cleaning scheduling program; and to notify the customer in advance of any cleaning activities that will take place in pipe segments. 4. Dispatch and field crew will inform Supervisors and /or Superintendents immediately of any issues. Additional Written Announcements April 14, 2011 Page 1 of 2 b) South Orinda Sewer Renovation Project, Phase 5 - Public Workshop The District will host a public workshop on Tuesday, April 19 from 7:00 to 8:00 p.m. in the Orinda Community Center's Founders Auditorium (28 Orinda Way). The project will replace /rehabilitate approximately 11,000 feet of 6 and 8 -inch sewer pipe at several different sites in Orinda using open cut and pipe- bursting methods. Staff has spoken to 49 residents who will be affected by easement work on their property. c) Advertisement on April 14 and 19, 2011 of the South Orinda Sewer Renovations (Phase 5), District Project 5989 South Orinda Sewer Renovations, Phase 5 is part of the ongoing Collection System Renovation Program. The project will install approximately 11,000 linear feet of 6 -and 8 -inch sewer lines within public right -of -way and easements by using horizontal directional drilling, pipe burst and open cut methods. Included in the project is the easement sewer construction at Camino Encinas, which was removed from the Hall Drive project last year due to right -of -way issues. This project will be advertised on April 14 and 19, 2011. Bids will be opened on May 3, 2011. The construction cost is currently estimated at $2,311,000. More information will be presented when the Board is asked to approve the construction contract on May 19, 2011. Additional Written Announcements April 14, 2011 Page 2 of 2