HomeMy WebLinkAbout03.c. Receive customer survey results and trending data Page 1 of 29
Item 3.c.
CENTRAL SAN
Y-109-ITMEN ME
June 18, 2019
TO: ADMINISTRATION COMMITTEE
FROM: EMILY BARNETT, COMMUNICATIONS AND INTERGOVERNMENTAL
RELATIONS MANAGER
REVIEWED BY: PHILIP LEIBER, DIRECTOR OF FINANCE AND ADMINISTRATION
ANN SASAKI, DEPUTY GENERAL MANAGER
KENTALM, DISTRICT COUNSEL
ROGER S. BAILEY, GENERAL MANAGER
SUBJECT: RECEIVE CUSTOMER SURVEY RESULTS AND TRENDING DATA
Central San conducts customers surveys to assess customer awareness, satisfaction, desire to learn
more about the District, and methods to best receive information. Conducting customer surveys is
included in Central San's Fiscal Year 2018-20 Strategic Plan, Goal One: Provide Exceptional Customer
Service and Maintain an Excellent Reputation in the Community, Strategy 1 - Build External Customer
Relationships and Awareness. The statistical information gathered helps create a better understanding of
customers' feelings about Central San and its current plans for the future. It further sheds light on how best
to communicate with customers about the services Central San provides, and what ideas and information
resonate with customers the most.
Attached is the results of information gathered by FM3 Research on March 12-17, 2019.
Strategic Plan re-In
GOAL ONE: Provide Exceptional Customer Service
Strategy 1 - Build external customer relationships and awareness, Strategy 3- Maintain a strong reputation in the
community
ATTACHMENTS:
1. Presentation
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 31 of 67
Page 2 of 29
/ W
CUSTOMER SURVEY AND
TRENDING DATA
EMILY BARNETT
COMMUNICATIONS AND INTERGOVERNMENTAL
RELATIONS MANAGER
6ay�
JUNE 18, 2019
Customer attitudes toward
Central San
• Central San contracted to conduct a customer survey
on March 12-17, 2019
• Margin of sampling error of+/-4.9% at the 95%
confidence interval (industry standard)
•400 telephone interviews with registered voters in the
Central San service area
• Interviews on landlines and cell phones in English and
Spanish
• Some percentages may not sum to 100% due to
rounding
CENTRALSAN1
1
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 32 of 67
Page 3 of 29
7-__k- -
AM-
DO OUR CUSTOMERS
! KNOW US?
FAMILIARITY WITH
CENTRAL SAN
CENTRALSAN
Nearly nine in ten are satisfied with their
wastewater treatment system
Total Total
Very Sat. ■Smwt.Sat. —DK/No Opin. ■Smwt.Dissat. Very Dissat.
Sat. Dissat.
Garbage collection 93% 6%
Drinking water treatment and 90% 6%
service
Park and recreation services 87% 2%
Wastewater treatment
system,including the sewer... 87% 3%
reet maintenance and repair
4CENTRALSAN
h
---
2
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 33 of 67
Page 4 of 29
Perceptions of specific local government services
have not changed greatly in the past few years
(Total Satisfied)
DifferenceServices ®®® 0
Garbage collection 92% 93% +1%
Drinking water treatment and 86% 89% 90% +1%
service
Park and recreation services 92% " 90% 87% -3%
Wastewater treatment system, 84% 83% 87% +4%
including the sewer pipes
Street maintenance and repair 72% 66% 69% +3%
5
A majority cannot name the agency responsible for
collecting and treating wastewater in their area
Do you know the name of the agency responsible for
collecting and treating wastewater in your area?
(Open-Ended)
East Bay MUD 24%
Central Contra Costa Sanitary District/ 17%
Central Sanitation
Other/Don't Know/Nothing/Refused/No 58%
6 '1
it CENTRALSAN
-
3
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 34 of 67
Page 5 of 29
Ability to identify Central San has fluctuated over the
years - likely due to timing of Pipeline mailing
=W. "Wom
East Bay Municipal Utility District 22% 16% 24%
Central Contra Costa Sanitary District/ 17% 7% 17%
Central Sanitation/Central San
Other/Don't
Know/Nothing/Refused/No 57% 67% 58%
7 I
CENTRALSAN
Many say they are unfamiliar with the
work of Central San
How familiar are you with Central San and its work in Contra Costa County?
Very Familiar■Smwt.Familiar N Little Familiar m Not Familiar at All Very/ A Little/DK/NA SmWt. Not
Fam. Fam.
2019 13% 17% 19% 80%
2017 18% 16% 25% 75%
2015 21% 32% 24% 75%
8 '1
CENTRALSAN
4
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 35 of 67
Page 6 of 29
Approximately half are familiar with the
services Central San provides
1'd like to ask you about an agency that serves your community,the Central Contra Costa
Sanitary District or Central San.As far as you know, what services do they provide?
(Open-Ended)
Sewer/waste water treatment 46%
Water services .5%
Pick up garbage ,4%
Sanitary services 4%
Other/Don't know/Nothing/Refused 46%
9 Advil I
CENTRALSAN
As in prior years, approximately half are aware
of the services Central San provides
em
Clean
Manage/Treat 37% water/wastewater, 26% Sewer/waste water 46%
wastewater water purification/ treatment
treatment
Deal with sewage 25% Sewage/sewer service/ 21% Water services 5%
(general) treatment
Garbage disposal 12% Recycle/re-distribute 79/c Pick up garbage 4%
water
Recycling 7% Waste/garbage 69/c Sanitary services 4%
management/collection
Pipe maintenance 5%
1 don't know/ Other/Don't know/
Test/Provide water 4% Not sure/Not familiar/ 51% Nothing/Refused 46/0
NA/Other
Clear street drains 3%
Sanitation 3%
Other/Don't know/ 31%
Nothing
10
CENTRALSAN5
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 36 of 67
Page 7 of 29
Approximately half of voters say they get news about
Central San from Pipeline or agency mailers
How do you get news about Central San?
Central San newsletter,Pipeline 34%
Central San mailers 22%
Local TV news �20%
Local newspapers - 15%
Social media,like NextDoor ■13%
Radio 7%
The Central San website 6%
Other 7%
Don't know/NA _26%
11 I
Nearly half say they have read Pipeline; those
who have broadly find it informative
Have you ever read Central Did you find it
San's newsletter, "Pipeline"? informative?
Refused/NA
7% -
Yes
0
Yes
Don't
know/N
sl—t�
3%
12
CENTRALSAN
6
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 37 of 67
Page 8 of 29
r• -
+ ' ARE CUSTOMERS HAPPY WITH
OUR PERFORMANCE?
SATISFACTION WITH
CENTRAL SAN
1
77 13 I
Description of Central San's work
Each day, the district collects and treats
an average of 44 million gallons of
wastewater from nearly 500,000
residents and over 3,000 businesses in
contra costa county. That's enough water
to fill 66 Olympic-sized pools.
14
7
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 38 of 67
Page 9 of 29
Nearly nine in ten are satisfied with Central San
and a majority are very satisfied
How satisfied would you say that you are with the
services provided by the Central San?
Very Sat. Smwt.Sat. ■Smwt.Dissat. ■Very Dissat. ■DK/NA Total
Sat.
2019 Ir 133-.M87% 2%
2017 29% 84% 2%
2015 33% 91% 2%4M ``
15 I
Satisfaction cuts across
gender and age
Demographic Group PW Very Somewhat
Satisfied Satisfied
Gender
Men 54%
Women 54% 34%
Age
18-49 55% 31%
50-64 52% 41%
65+ 54% 28%
16
r. CENTRALSAN
8
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 39 of 67
Page 10 of 29
Satisfaction cuts across
party affiliation and income
Demographic Group Very Somewhat
Satisfied Satisfied
Party
Democrats 59% 31%
Independents 52% 34%
Republicans 49% 34%
Household Income
<$100,000 54% 38%
$100,000-$250,000 60% 30%
$250,000+ 49% 24%
f Ji 4
17 I
CENT AL SAN
Satisfaction is largely motivated by the sense
that everything is working fine
In a few words of your own, why are you SATISFIED with the District's services?
No problems/everything works fine/ 78%
they do a good job 4
They remove hazardous waste/ 7% It's an important function and they've
sewage is taken care of done it without any major problems in
the last 40 years for me.
Good water quality 7%
Every time I flush the toilet the water
goes down and that all I'm concerned
about.
They treat the water 5%
I haven't had any problems with
° them.
18
CIENTRALSAN
9
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 40 of 67
Page 11 of 29
The few who are dissatisfied say it is because
Central San is inefficient and expensive
In a few words of your own, why are you IISSATISFIED with the Districts services?
Not efficient M42%
Too expensive 31% The cost of the service and
the efficiency of the service.
Refused services 24%
It's too expensive.
Water tastes
funny 100
19 I
Customers are most satisfied with safety, lack of
overflows, and protecting public health
■5(Very Satisfied) ■4 03(Neutral) ■2 ■1(Not at All Satisfied) ■DK/NA Mean
Score
Ensuring safe and reliable collection and 16% 4.2
cleaning of wastewater
Preventing sewer overflows 15% � 12% 4.1
Protecting public health and the environment 17% 1118% 4.1
Protecting water quality in the Bay 21% 1115% 4.0
Distributing recycled water to schools,parks, F
andndbusinesses 29% 27%sinesses 3.7
Providing a place to safely drop off household r—
hazardous waste Ilke paints,cleaners, 23% 13% 7% 3.5
pesticides,and fluorescent lamps
Providing recycled water for residential uses 32% . 24% 3.4
Planning for future environmental 39% ! 31% 3.4
regulations
Lelpingidents learn how to reduce water0 0 0pollution 40/ 11% 10% 3.2
ing bins for proper collection and
disposal of unwanted medication W11% 28% 11% 17% 3.0
20
10
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 41 of 67
Page 12 of 29
Overall perceptions of Central San's
responsibilities are consistent with prior years
Responsibilities
*Ensuring safe and reliable collection and
cleaning of wastewater 4.2
Preventing sewer overflows 4.1 4.2 4.1
Protecting public health and the environment -- 4.0 4.1
*Protecting water quality in the Bay 3.9 4.0 4.0
*Distributing recycled water to schools,parks,and businesses 3.4 3.8 3.7
*Providing a place to safely drop off household hazardous
waste like paints,cleaners, pesticides,and fluorescent lamps 3.5 3.8 3.5
Providing recycled water for residential uses 3.5 3.7 3.4
Planning for future environmental regulations 3.4 3.7 3.4
Helping residents learn how to reduce water pollution 3.4 3.4 3.2
*Providing bins for proper collection and
disposal of unwanted medication. 3.2 3.5 3.0
*Wording Slightly Different in Previous Surveys 21CENTRALSAN
fly
7.
ARE CUSTOMERS MORE AWARE
w, OF RECYCLED WATER?
22 =
11
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 42 of 67
Page 13 of 29
Seven in ten are familiar with recycled water,
but few are "very familiar" with it
How familiar are you with the concept of recycled water?
Very/ Not Too/
■Very Familiar■Smwt.Familiar■Not Too Familiar Not at All Familiar DK/NA Smwt. Not at
Fam. All Fam.
IN MW
2019 46% 19% 69% 27%
2017 48% 16% 71% 28%
2015 50% 1 75% 24%
_ ``
23 I
Customers continue strong support for
increasing recycled water use
Recycled water is wastewater that has been cleaned to a level that is safe for its particular
use. Do you support or oppose increasing the use of recycled water in Contra Costa County?
Strng.Supp. ■Smwt.Supp. ■Smwt.Opp. Strng.Opp. Don't Know Total Total
Supp. Opp.
2019 26% 86% 9%
2017 27% A
91% 6%
2015 24% 91% 6%
24 �l
CENTRALSAN
12
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 43 of 67
Page 14 of 29
Approximately nine in ten find it acceptable for
irrigation and industry, but a slim majority are
comfortable with it as drinking water
■Total Acceptable Total Unacceptable Difference
Irrigation,gardening,and landscaping +88%
Industrial uses
+84%
Advanced treatment to meet safe
drinking water standards +18%
25 I
Views on the acceptable use of recycled water
haven't shifted greatly in the past few years
(Total Acceptable)
Difference
Uses of Recycled Water 2017-2019
A IME
Irrigation,gardening,
a98% 93% 91% 2%
and landscaping
Industrial uses 89% 84% 86% +2%
*Advanced treatment to meet safe 52% 53% 53% 0�°
drinking water standards
26
CENTRALSAN
13
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 44 of 67
Page 15 of 29
With greater detail, a similar number support including
recycled water in the drinking water supply
Recycled water is an important component of California's water supply. Currently,recycled water is
being used predominantly for landscape irrigation. With new technological advances,recycled water
can now receive highly advanced cleaning,bringing it to fresh drinking water standards. Having heard
this,would you support or oppose the use of highly-advanced cleaned recycled water for part of our
drinking water supply?
Strongly support A 27% Total
Support
Somewhat support . 27% 54%
Somewhat oppose 14% 1 Total
Strongly oppose 24% Oppose38%
2017
Don't know/NA 8% Total Support:51%
Total Oppose:40%
Don't Know:9%
27
CENTRALSAN
Support is greatest among
customers under age 50
SupportDemographic Group Total Total Oppose Don't Know/NA
r
54% 41%
Women 54% 35% 12%
18-49 ! 63% 31%
50-64 49% 42% 9%
�+ 47% 43%
Men Ages 18-49 62% 33% 5%
Men Ages 50+ 49% 47% 5%
Women Ages 18-49 64% 28% 8%
Women Ages 50+ 48% 39% 13%
28
14
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 45 of 67
Page 16 of 29
Democrats and Independents are far more
supportive of this approach than are Republicans
Total ••• Total Oppose Don't Know/NA
Democrats 59% 31% 10%
Independents 60% 35% 5%
Republicans Mjj6==jE 39% 52% 9%
<$100,000 61% 36% 3%
$100,000-$250,000 58% 38% 4%
$250,000+ 49% 48% 3%
29himI
More than four in five support
the water exchange
Central San currently has a daily supply of about 20 million gallons of wastewater that can be
cleaned to meet recycled water standards instead of being cleaned and sent to Suisun Bay.
Central San is working with Bay Area water agencies to serve local refineries in their
manufacturing processes with 20 million gallons of recycled water each day,in place of the
drinking water that is currently used for industrial purposes. This savings would mean that
local water agencies would have an additional 20 million gallons a day of drinking water
supply.Having heard this, would you support or oppose this effort to use cleaned recycled
water for manufacturing purposes?
Strongly support '66% Total
Support
Somewhat support . 19% 85/
Somewhat oppose 5% Total
Oppose Those most likely to strongly support
Strongly oppose 5% o this proposal are:underage 40,have
10% a household income of$100K-$250K,
and male.
Don't know 05%
30 h'
15
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 46 of 67
Page 17 of 29
1 �I
SUPPLEMENTAL SURVEY
INFORMATION
31 I
J" P
dd I'
r{ " ATTITUDES TOWARD WIPES
LABELING LEGISLATION
32 =
16
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 47 of 67
Page 18 of 29
Nine in ten who use them say they dispose of the
wipes in the trash can cause sewage issues
How do you typically dispose of wipes? Are you aware that when certain wipes are
(Asked Only of Those Who Use Wipes) flushed down the toilet,they can clog pipes
and cause a sewage overflow in your
home,street or local waterway?
Trash � 90%
Flush down the toilet 15% Yes
Other 2%
Don't know/NA 2% DK/N No
5%
33
More than four in five support labeling
legislation
California legislators are considering a bill in the State Legislature that would
require that all household wet wipes,like personal wipes and facial wipes
containing specific artificial chemicals and materials that do not break down or
decompose in the average sewer system be labeled"non flushable."
Does this bill sound like something you would support or oppose?
Strongly support 167 Total
Support
Somewhat support j 17% 84/
Somewhat oppose ' 3% Total
Oppose
Strongly oppose 7% 10%
Don't know ■ 6%
34 h'
17
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 48 of 67
Page 19 of 29
Customers of all genders and ages offer
strong support
Demographic Group Total Support Total Oppose Don't Know
83% 15% 3%
■
Women 85% 6% 9%
88% 11% 2%
50-64 82% 8% 10%
81% 12% 7%
Lh,
35
PFUUNTIM,M,
Support for the bill cuts
across party lines
Demographic Group Total Support Total Oppose Don't Know
Democrats 87% 7% 6%
Independents 88% 9% 3%
Republicans AM 75% 17% 9%
<$100,000 85% 10% 5%
$100,000-$250,000 93% 6% 1%
$250,000+ 85% 15% 0%
36 I
18
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 49 of 67
Page 20 of 29
Supporters point to the fact that the
wipes clog the sewer
In a few words of your own, why would you SUPPORT this bill?
They clog sewer lines/should not be
43%
flushed
Better for the environment/they're not
19%
biodegradable
More education 18%
It makes sense/general approve 18%
Save time,money and resources 9% `
37 I
CENTRALSAN
Verbatim comments in favor of the
wipes labeling bill
Because its important to not To raise awareness
flush chemicals into the among households It goes into the main
sewer. about the impact of sewer line and clogs it up.
flushing those wipes, It also costs a lot of
so people can be money to unclog it.
informed of what they
are flushing down the
You shouldn't flush that toilet and helps the
stuff down the toilet. environment. Because it is expensive
to clean out those
things from the pipes.
I completely agree with it they Central San should not be spending all their time
unclogging pipes,toilets,and sinks.
38
CENTRALSAN
19
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 50 of 67
Page 21 of 29
Those opposed point to excessive
government control
In a few words of your own, why would you OPPOSE this bill?
Too much government control MW 51%
Should be common sense/not necessary 23%
1 don't want the
They should be biodegradable 7% government telling me
what to do.
Waste of money/don't want wipe prices
7%to go up
Its government
They already put a label 5% overreach and a law
that doesn't need to
be made.
Supporting statement 3%
39
,. CENTRALSAN
After hearing more information on the issue,
support intensifies
say that many common household wipes, including personal wipes, are often labeled
"flushable" However, this can be misleading because many of these wipes contain synthetic
materials that do not break down in the average sewer system in the same way that toilet paper
does and can cause sewage overflows. In Central San's District alone, these wipes have cost the
agency a substantial amount of money in pipe and pump cleaning,to pull wipes out of the sewer
system each year. This bill would require that any wipes that do not effectively break down and
that contain synthetic materials be labeled "non-flushable" so that consumers can have a better
understanding of what can and cannot be safely flushed down the toilet.
Initial Suppo l After Positive Message
Total Total
Strongly support 67% Support 71% Support
Somewhat support- 17% ] 84% - 15% ] 87%
Somewhat oppose 3o Total 1% Total
Strongly oppose,7%] Oppose10% 69,] O 7%se
n't know,6% j7%
40 '
20
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 51 of 67
Page 22 of 29
A majority say they would like to learn more
about this issue from the wipes packaging
How would you like to learn more about this
issue,from wipes packaging or Central San? 50%of Electorate 20%of Electorate
Independent Women Ages 75+
Ages 50-64 HH Income
Packaging 50% $100,000 or Less
Independents Ages 40-49
Women Ages 18-49 Ages 65+
HH Income$250,000+ Democratic Men
Central San 20%
HH Income Democrats
$100,000-$250,000
Women Republican Women
Ages 18-49 Democratic Women
Don't
know/NA 31% Women Ages 50+ Ages 65-74
Republican Women Men Ages 50+
Republicans
Al I
CONCLUSIONS
✓ As in past years,familiarity with Central San continues to remain low,although
voters are highly satisfied with the service they receive.
✓ In fact,four in five say that what they pay for water and wastewater service is
fair.
✓ While a majority supports a rate increase, regardless of how it is framed,
voters are more likely to view it as fair when it is is framed in dollar amounts,
rather than a percentage increase.
• Those who view a rate increase as fair have a positive opinion of Central San and do not see
the increase as being very significant.
✓ After voters learn more about the possible rate increase,the perception of the
fairness of the$31 increase grows,while that of the 5%increase does not
change.
• The messages focused on the environment and on infrastructure investments are especially
convincing.
✓ When it comes to a proposed wipes-labeling bill,voters report high rates of
awareness that these wipes can cause issues in the wastewater system.
✓ More than four in five say they would support a "non-flushable"wipes labeling
bill.
• This support cuts across major demographic groups in Central San's service area.
■ Support is largely motivated by the sense that the wipes cause unnecessary damage and that
is bill would protect the environment.
42
21
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 52 of 67
Page 23 of 29
p
THE FOLLOWING SLIDES WERE
PREVIOUSLY PROVIDED AT THE
FY 2019-20 - FY 2022-23
SEWER SERVICE CHARGE
RATE HEARING ON APRIL 18, 2019
- 43
Customer attitudes toward potential
rate increases
• Central San contracted to conduct a customer survey
on March 12-17, 2019
• Margin of sampling error of +/-4.9% at the 95%
confidence interval (industry standard)
•400 telephone interviews with registered voters in the
Central San service area
• Interviews on landlines and cell phones in English and
Spanish
• Some percentages may not sum to 100% due to
rounding
44 '1
22
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 53 of 67
Page 24 of 29
Most customers are uncertain what they
pay per year for their service
$0 N
15%
Mean
$200 or less 6%
$225.30
J
Over$200 11%
Don't know/ 68%
Refused
45 I
Four in five say what they currently pay for
central san's services is fair
Very fair 499/6Total
Fair
Somewhat fair 33% 82%
Somewhat unfair ■ Unfair 6% Total 2017 Responses
Very unfair a 4% 9% Total Fair: 77%
Total Unfair: 11%
Don't know/NA =9% Don't know: 12%
46
CENTRALSAN
23
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 54 of 67
Page 25 of 29
Customers tend to view the increase stated in
dollars as fairer than stated in percentages
■Very Fair ■Smwt.Fair ■Smwt.Unfair VeryUnfair ■DK/NA
Total Total
Fair Unfair
$31 per Year 36% 13% 69% 25%
5%per Year 1 37% J16%. 50% 41%
t6 . ,
47 I
The dollar increase receives stronger and more
consistent support across party and income
—�31 per Year "'qW5Yper Year—V'
Demographic Group
Total Fair Total Unfair Total Fair Total Unfair
Democrats 73% 63% 22% -
Independents 64% 26% 42% 50%
Republicans F 68% 32�E 37%
<$100,000 65% 33%]K 41% 58%M
$100,000-$250,000 69% 26% 53% 36%
$250,000 &h83% 13%on 52% 427.
48
24
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 55 of 67
Page 26 of 29
Reasons given by customers
who say it is fair
It's an Important Service/ 31%
Worth the Money
Inflation 28%
It's not that Expensive/It's Reasonable 21%
They do a Great Job/ 0 7%
Keep the Environment Clean
More People Leads to More Waste 5%
To Prevent and Repair/Infrastructure 4%
49 I
CENTRALSAN
Verbatim comments in favor
of the increase
They are very necessary
General inflation of
services.These are fair
prices and it is important the economy.
to the environment. Its been awhile
since they
increased rates
Thirty-one dollars isn't that Because that and they also
much money,no other increase will have more
reason. improve restrictions now.
infrastructure.
I want these services to continue. I wouldn't want to pay much more than
that.The cost of living wage increase always seems so little compared to the
actualincrease. `
50 == I
CENTRAL SAN
25
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 56 of 67
Page 27 of 29
Customers who think it is unfair say the
amount is too great
5%is unfair/too high ■33%
Can't afford it/too expensive/ 7 . 31%
already pay enough
Charged for services not received/ 10%not efficient
They have enough money 9%
Too many taxes 6%
Waste of money/could go to
better things 4%
Don't know where the money goes 4%
Bad water quality 1%
fth, 51
Verbatim comments in opposition
to the increase
Everything is going up and some
people like us who are on a fixed Personally, I can afford it but to other people
income are not being able ix that is unfair.That is a 20 percent jump in 4
years and that is quite a bit of a burden.
afford to pay for things.
We pay enough taxes on everything else,everything is going They get enough
up,but I'm sure the will do it anyways. money out of us.
I think they already charge i
I was not even aware of how much we pay
enough. and I am not up for upping the prices.
52 �l
CENTRALSAN
26
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 57 of 67
Page 28 of 29
Customers' highest priorities
■Total Highest Priority I Total Lowest Priority Difference
Maintaining,enhancing or replacing aging +73%
equipment,pipelines,facilities,and buildings
Maintaining sewer service reliability +68%
Increasing the use of recycled water +65%
Meeting increased state and federal health, +56%
safety,and environmental regulations
Improving sewer service reliability no +56%
Reducing District energy consumption +43%
Preparing for the future of communities in
central Contra Costa County +42%
Reducing greenhouse gas emissions +36%
Preparing for changes related to climate
change +32%
53 ddtjjftI
,. CENTRALSAN
After hearing a series of messages, support for the
$31 per year proposal increases, while perceptions
of the 5% increase remain the same
■Very Fair ■Smwt.Fair ■Smwt.Unfair VeryUnfair ■DK/NA Total Total
Fair Unfair
Initial Support 36% hm 69% 25%
$31 per
Year
After Messages 34% 77% 16%
Initial Support 37% 50% 41%
5%per
Year After Messages FO', 51/0 o 38/o°
54 '1
CENTRALSAN
27
June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 58 of 67
Page 29 of 29
Messages in favor of increasing rates
(Ranked by%Very Convincing)
(ENVIRONMENT) These rate increases will enable Central San to continue protecting our
environment by expanding household hazardous waste collection and keeping over 2 million
pounds per year of hazardous products out of our waterways, recycling water to save local
drinking water and support regional water resiliency, and collecting and safely disposing of
tens of thousands of pounds of unwanted medications each year.38%
(INFRASTRUCTURE)These rate increases will be used to complete nine major projects that
will repair and replace aging facilities at the sewage treatment plant and replace over
28 miles of sewer pipe in Contra Costa County.35%
(MASTER PLAN) These rate increases will help Central San prepare for the future. In 2017,
Central San began implementing a 20-year detailed master plan that is focused on four major
factors: replacing aging infrastructure — including aging sewer pipes and flood levees,
meeting new regulatory requirements,and ensuring sustainability.33%
Over the last five years,Central San's operating budget has not grown.
The District is committed to reducing it by$2 million next year. These rate increases will be
utilized to repair, replace,and re-invest in services that directly benefit customers.24%
55 I
�. CENTRALSAN
Messages focused on the environment,
infrastructure needs, and the
master plan all resonate
■Very Convincing Somewhat Convincing
Environment 37% 75%
Infrastructure ® 43% a 78%
Master Plan 48% "s 81%
Operating Budget 44% —A 68%
56Zvi]
��_ f- CENTRAL SAN
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June 18, 2019 Regular ADMIN Committee Meeting Agenda Packet- Page 59 of 67