HomeMy WebLinkAbout03.a. (Handout) 2011 Presentation to CCWD Board.pdf Item 3.a.
(Committee Handout)
A (CCWD Presentation)
TA
CONTRA COS
WATER DISTRICT CUSTOMER SERVICE ENHANCEMENTS
a
Key Messages
• Board approved agreement with HomeServe USA in
January 2011 as part of ongoing effort to enhance
customer service
• Provides residential customers option to voluntarily
purchase emergency water service line protection
o Customer participation at 13,000 (24%)
• Enhancement proposed to include optional Sewer/Septic
Line Protection
• Reviewed with Finance Committee on January 25th
FEBRUARY 15, 2017 BOARD OF DIRECTORS MEETING PAGE 1
oma CONTRA COSTA
- CUSTOMER SERVICE ENHANCEMENTS
� P WATER DISTRICT
Water Service Line Pro ram Covera e
Coverage applies to emergency water service line
repairs located between the District's meter and the
customer's residence
o Includes damage caused by expansive soils
Covers a maximum of $ 12,000 per year, for unlimited
repairs
New customers pay $5.25 per month for coverage
Rate adjustment has been 6% over five years
Billed by the District on their bi-monthly water bills
FEBRUARY 155 2017 BOARD OF DIRECTORS MEETING PAGE 2
CONTRA COSTA
-� CUSTOMER SERVICE ENHANCEMENTS
WATER DISTRICT
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FEBRUARY 155 2017 BOARD OF DIRECTORS MEETING PAGE 3
CONTRA COSTA
- CUSTOMER SERVICE ENHANCEMENTS
WATER DISTRICT
Customer Satisfaction
• HomeServe provides quarterly quality assurance reports
o Number of repairs, claims denied, survey results
• 98% of District customers report excellent customer
service
Timely, professional response and workmanship
2% include challenges with pre-existing conditions or
breaks within the initial 30-day waiting period
FEBRUARY 155 2017 BOARD OF DIRECTORS MEETING PAGE 4
CONTRA COSTA
WATER DISTRICT CUSTOMER SERVICE ENHANCEMENTS
HomeServe is the Bav Area Provider of Choice
• Local participants include:
Diablo Water District Alameda County Water District
Dublin San Ramon Services District California Water Service Co.
Great Oaks Water Company San Jose Water Company
• District-formed Bay Area user group allows local
participants to share knowledge and experience on a
quarterly basis
FEBRUARY 15, 2017 BOARD OF DIRECTORS MEETING PAGE 5
CONTRA COSTA
- CUSTOMER SERVICE ENHANCEMENTS
WATER DISTRICT
Proposed Expansion into Sewer/Septic Line Protection
•
Staff met with City of Concord regarding potential for
City to offer sewer line protection either independently or
via partnership with District
• City considered initiative in 2016 through its
Infrastructure and Franchise Committee
City decided not to participate, but has no concerns with
District offering this as an optional program
• District has briefed Central Contra Costa Sanitary
District and the other cities within the treated water
service area; no concerns noted
FEBRUARY 15, 2017 BOARD OF DIRECTORS MEETING PAGE 6
CONTRA COSTA
WATER DISTRICT CUSTOMER SERVICE ENHANCEMENTS
Sewer/Septic Line Program Coverage
• Coverage applies to leaking or permanently blocked
exterior sewer/septic lines
• Covers a maximum of $12,000 per year
o Covers hotel/kennel costs for repairs requiring over 24
hours to complete
• Cost of coverage $ 10.99 per month
• Due to significantly higher excavation, repair costs
• Billed by the District on their bi-monthly water bills
FEBRUARY 15, 2017 BOARD OF DIRECTORS MEETING PAGE 7
CONTRA COSTA
WATER DISTRICT CUSTOMER SERVICE ENHANCEMENTS
Fiscal Impact
• Primary goal to provide added value for customers
• District retains 10% of the premiums for administrative
oversight and billing
Annual revenues $79,000 for 13,000 water service line
customers
o Estimate for 2,000 sewer/septic policies in first year,
$26,000 in revenue
• 100% of postage, marketing costs paid by HomeServe
o Marketing would be offered in conjunction with current
Service Line Protection Program
o Customers have option to opt out from marketing
FEBRUARY 15, 2017 BOARD OF DIRECTORS MEETING PAGE 8