HomeMy WebLinkAboutADMINISTRATION ACTION SUMMARY 04-21-1411 Central Contra Costa Sanitary District
SPECIAL MEETING OF THE
CENTRAL CONTRA COSTA
SANITARY DISTRICT
ADMINISTRATION COMMITTEE
ACTION SUMMARY
Chair McGill
Member Williams
Monday, April 21, 2014
8:00 a.m.
Executive Conference Room
5019 Imhoff Place
Martinez, California
BOARD OF DIRECTORS:
DAr1DR. Wa.LMUS
President
MICHAEl, R. MCG /LL
Presideni Pro dew
PAUL H. CAUSEY
JAMES A. NEJEDLY
1'ADJ. P1t.ECK1
PHONE: (925) 228 -9500
FAX. (925) 372 -0192
www.centralsai7.org
PRESENT: Chair Mike McGill, Member David Williams, General Manager Roger Bailey,
Secretary of the District Elaine Boehme, Communication Services Manager Michael
Scahill, Safety and Risk Management Administrator Shari Deutsch (for Item 3.), Assistant
to the Secretary of the District Donna Anderson, Consultant Sherri Petro of VPI Strategies
(for Item 4.), Senior Principal of Consultants to Management, Inc. Larry Bienati, Ph.D. (for
Item 5.)
1. Call Meeting to Order
Chair McGill called the meeting to order at 8:05 a.m.
2. Public Comments
None.
3. Risk Management
a. Review Loss Control Report and discuss outstanding claims
Safety and Risk Management Administrator Shari Deutsch explained the
claim from Chubb Group of Insurance Companies on behalf of their insured
Earl W. Sealy, stemming from a sewer overflow where no overflow
protection device was in place.
Administration Committee Action Summary
April 21, 2014
Page 2
COMMITTEE ACTION: Received the information and discussed
outstanding claims.
b. Discuss new claims, if any
COMMITTEE ACTION: There were no new claims.
*4. Receive presentation from consultant Sherri Petro of VPI Strategies regarding
upcoming customer service survey
General Manager Roger Bailey said the information being presented by Ms. Sherri
Petro of VPI Strategies was in furtherance of the Board's desire expressed at the
October 2013 Board Workshop to conduct a customer service survey of the
District's ratepayers. Ms. Petro presented information on the parameters for such
a survey, which she prepared after one -on -one interviews with Board Members.
She also presented a preliminary draft survey, which was discussed with the
Committee. Among the topics discussed were desired outcomes, the method and
timing of the survey, the benefits of defining various industry terms, the anticipated
methods for processing the survey results, how the results might be useful for
trending analyses over time, and the benefits of conducting the survey concurrently
with developing the District's strategic plan. Ms. Petro said she would refine the
draft survey based on the Committee's feedback.
COMMITTEE ACTION: Received presentation and provided direction to staff
and consultant Sherri Petro.
5. Begin reviewing the draft 2014 Strategic Plan with consultant, Larry
Bienati, Senior Principal of Consultants to Management, Inc.
Member Williams said a strategic plan need not be overly complicated, but it is
important to define the District's goals and how they are being implemented. He
said the draft presented was good in terms of format, strategy and initiatives. He
expressed the strong belief that, while the Board should approve the goals, it
should only receive or accept the rest of the strategic plan, because the plan for
achieving the goals falls under the purview of staff and, specifically, the General
Manager. Chair McGill agreed.
Larry Bienati, Senior Principal of Consultants to Management, Inc., said that once
the goals are finalized, there needs to be another look at the mission and values
statements to be sure they remain aligned with the goals. Mr. Bailey said that
once the strategic plan is finalized, he planned to bring the mission and values
statements as well as the goals to the Board for adoption. At the same time, he
Administration Committee Action Summary
April 21, 2014
Page 3
will ask the Board to accept the final strategic plan. The Committee Members
concurred with this approach.
A discussion took place during which the Committee Members provided specific
feedback on the draft strategic plan, including support for using the "Effective Utility
Management (EUM) Model" as the framework to develop the plan, incorporating
sustainability in the mission statement, and creating a separate goal regarding
infrastructure. The Committee Members also agreed with Secretary of the District
Elaine Boehme's suggestion to incorporate the concept of transparency in the
values statement.
Communication Services Manager Michael Scahill said comments will be
incorporated in the next iteration of the draft strategic plan to be reviewed at the
Committee meeting scheduled for May 13, 2014.
COMMITTEE ACTION: Discussed and provided direction to staff and
consultant Larry Bienati.
6. Announcements
a. Next meeting scheduled for Tuesday, May 13, 2014 at 8:00 a.m.
(Special meeting to discuss Strategic Plan with consultant, Larry Bienati).
b. Mr. Bailey introduced the newly -hired Director of Administration,
David Heath.
C. Mr. Bailey announced that a computer virus had corrupted certain District
files in the Human Resources Department that morning and the IT staff was
in the process of addressing the issue.
COMMITTEE ACTION: Received the announcements.
7. Suggestions for future agenda items
Member Williams asked for staff to share its list of future agenda items so
Board Members can see when various reports will be presented to the Board.
8. Adjournment — at 10:00 a.m.
* Attachment
I
VPI Strategies
Sherri Petro
In conjunction with Dr. Larry Bienati,
Consultants to Management VP i STRAI EG € S
• Customer survey project parameters
• Board interview results
• Suggested data - gathering vehicles.
• Sample survey so far
• Next steps
CIF
4/21/2014
E
A
Customer Survey Project
• Discovery Phase
• Review current strategic planning efforts
• Pull questions from like projects
• Attend meeting with Executive Committee to
determine goals
• Interview board members for expectations and
knowledge desired about customers
• Present question concepts, timeline and format
• Outcomes
Project plan, query strategy, summary notes
V
Customer Survey Project Parameters
• Design Phase
Refine question concepts
• Write exact questions
• Identify best incentive structure
• Create comprehensive communication plan
• Work with staff to design outreach materials
• Author scripts for messaging
• Outcomes
Survey and other vehicles, communications plan
and launch -ready materials
4/21 /2014
K
• Delivery Phase
• Launch survey
• Reminder sent
• Stakeholder interviews w /summary notes
• Facilitate discussions
• Outcomes
• Survey to market
• In -depth stakeholder themes
• Facilitated discussion highlights
Board Interview Results
• Spoke to four of five
• A lot of issues expressed
Organizational identity
Services
Marketing
Hot topics
• Recycled water
• Farming
• Unfunded liability
4/21/2014
3
Survey
• Organizational identity
• Services
• Marketing
• General knowledge about hot topics
Facilitated discussions and stakeholder
interviews
Hot topics
4/21/2014
2
Next Steps
• Determine timeline
• Take plan to full board
• Get ready for Phase Two
4/21/2014
1. Please indicate your zip code (#6?a4
ZIP:
2. Please indicate where your birth year falls.
OBefore 1925
O1925 -1945
O1946 -1964
O1965 -1980
O1981 -1996
3. How long have you lived in Contra Costa County?
OLess than 5 years
OBetween 5 -10 years
OBetween 11 and 20 years
OOver 20 years
*4. What are the top three community issues you care about?
1
2
3
Fire and emer9ency
O
O
O
medical service
Parks and recreation
O
O
O
Planning and zoning
O
O
0
Police
O
O
O
Public schools
O
O
Q
Public works (streets, storm
O
O
O
drains, maintenance of
public buildings)
Sanitary sewers
O
O
a
Waste water
O
O
O
Water
O
O
0
Other (please specify)
f
9
5. If you saw or experienced a sewer overflow or backup, which agency would you call?
ElFire department
Sanitation district
F1Water district
ElPolice department
Other (please specify)
6. Who collects and treats your wastewater?
0 Contra Costa County
0 Central Contra Costa Sanitary District
0 Contra Costa Water District
0 East Bay Municipal District
0 My city
0 1 don't know
7. What do you think is the purpose of Central Contra Costa Sanitation District?
8. How are you billed for sewer /wastewater at your home?
Monthly
Every other month
Annually by the sanitation district
n Annually in my property tax bill
1 am not sure
9. If you have had the opportunity to interact with the Central Contra Costa Sanitation
District, on a scale from 1 -10 with 10 being best, how would you rate your interaction?
I have not
1 2 3 4 5 6 7 8 9 10 interacted
with CCCSD
0 0 0 0 0 0 0 0 0 0 0
f
e
10. Are you aware or have you used any of the pollution prevention services offered by
Central Contra Costa
Sanitation District?
Unaware
Aware
Used
Have not used but know how
to use
Household Hazardous
El
F
El
F
Waste Collection Facility
Pharmaceutical Disposal
E
❑
El
Program
FOG (Fats, Oils and
El
F-1
F
Grease) Program
Overflow Protection Device
El
F-1
1-1
El
Program
Treatment Plant Tours
Speaker Bureau
F1
School Programs
F-1
F
FI
Recycled Water
F-1
F
Earth Day /Environmental
FI
El
F�
F
Events
11. What do you expect from a wastewater district?
12. What to do you think about the quality of water of wastewater /sewer service that is
provided to your residence?
OSatisfied
OSomewhat satisfied
OSomewhat dissatisfied
ODissatisfied
13. What is your first source for news?
OInternet
ONewspaper
ORadio
OOther (please specify)
I— �
19. please indicate your agreement or disagreement about rates.
Yes
No
I think $1•.20 a day or $439
O
O
a year is reasonable for
sewer service.
I know that these rates are
O
O
below the average of sewer
agencies in the local area.
If it were clearly
O
O
communicated why
sanitation services were at
risk, t would consider
paying more to correct the
conditions that pose: that
risk.
Why?
20. Given a clear and valid reason, what percentage of increase in sewer service charges
is reasonable?
OMore than 20% or over $88 a year
O20% or $87.80 a year
O15% or $65.85 a year
O10% or $43.90 a year
O5% or $21.95 a year
ONo amount of an increase is reasonable.
Comments:
24. Did you know..,.
Yes, I did know that.
No. I did not know that.
CCCSD's treatment plan
a
O
uses 400 million gallons of
recycled water each year to
run the plant?
Recycled water is in the
O
O
mission of other local
organizations also?
35-40 million gallons of
O
O
treated water is released
into Suisin Bay daily?
CCCSD has had 16 years of
O
O
regulatory compliance?
Comments: