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Home My WebLink About09.d. Receive update on customer survey results and trending data Page 1 of 29 Item 9.d. ,ek CENTRAL SAN SANITARYCENTRAL CONTRA COSTA , . July 11, 2019 TO: HONORABLE BOARD OF DIRECTORS FROM: EMILY BARNETT, COMMUNICATIONS AND INTERGOVERNMENTAL RELATIONS MANAGER REVIEWED BY: PHILIP LEIBER, DIRECTOR OF FINANCE AND ADMINISTRATION ANN SASAKI, DEPUTY GENERAL MANAGER ROGER S. BAILEY, GENERAL MANAGER SUBJECT: RECEIVE UPDATE ON CUSTOMER SURVEY RESULTS AND TRENDING DATA Central San conducts customer surveys to assess customer awareness and satisfaction, as well as their desire to learn more about the District, and the best methods for receiving 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 are the results of information gathered by FM3 Research from March 12-17, 2019. This information was presented to the Administration Committee on June 18, 2019. Strategic Plan Tie-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 July 11, 2019 Special Board Meeting Agenda Packet- Page 193 of 241 Page 2 of 29 06/28/19 / W CUSTOMER SURVEY AND TRENDING DATA EMILY BARNETT COMMUNICATIONS AND INTERGOVERNMENTAL RELATIONS MANAGER 6ay� JULY 11, 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 194 of 241 Page 3 of 29 06/28/19 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% Lreetmaintenance and repair4CENTRALSAN 2 July 11, 2019 Special Board Meeting Agenda Packet- Page 195 of 241 Page 4 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 196 of 241 Page 5 of 29 06/28/19 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 0 Smwt.Familiar m A Little Familiar Not Familiar at All Very/ A Little/DK/NA Smwt. Not Fam, Fam. 2019 13°/� ■xw.VM 19% 80% 2017 18% 16% 25% 75% 2015 21% 32% 24% 75% 8 0 '1 CENTRALSAN 4 July 11, 2019 Special Board Meeting Agenda Packet- Page 197 of 241 Page 6 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 198 of 241 Page 7 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 199 of 241 Page 8 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 200 of 241 Page 9 of 29 06/28/19 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% 0 84% 2% 2015 33%046 44 91% 2%`` I Satisfaction with services cuts across gender and age LDemographic Group 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 201 of 241 Page 10 of 29 06/28/19 Satisfaction with services cuts across party affiliation and income Very Somewhat IM Demographic Group 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% 17 0010& CENTRALSAN Service 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 I CENTRAL SAN 9 July 11, 2019 Special Board Meeting Agenda Packet- Page 202 of 241 Page 11 of 29 06/28/19 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 10% 19 I Customers are most satisfied with reliability and protecting public health and environment ■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 like 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 203 of 241 Page 12 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 204 of 241 Page 13 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 205 of 241 Page 14 of 29 06/28/19 Approximately nine in ten find recycled water 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% 25CENTRALSAN I Views on the acceptable use of recycled water has not shifted greatly in the past few years (Total Acceptable) Difference Uses of Recycled Water IME 2017-2019 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 206 of 241 Page 15 of 29 06/28/19 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% ftb 27 Support for direct potable reuse (DPR) is greatest among customers under age 50 Demographic Group Total Support Total Oppose Don't Know/NA i 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 207 of 241 Page 16 of 29 06/28/19 Democrats and Independents are far more supportive of DPR this approach than are Republicans TotalDemographic Group ••• Total Oppose Don't Know/NA Democrats 59% 31% 10% Independents 60% 35% 5% Republicans MJ16==,E 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 project 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 —1 5% Total Oppose Those most likely to strongly support Strongly oppose id 5% o this proposal are:underage 40,have 10% a household income of$100K-$250K, and male. Don't know 05% 30 h' CENTRALSAN 15 July 11, 2019 Special Board Meeting Agenda Packet- Page 208 of 241 Page 17 of 29 06/28/19 1 �I SUPPLEMENTAL SURVEY INFORMATION 31 I J" P dd I' r{ " ATTITUDES TOWARD WIPES LABELING LEGISLATION 32 = 16 July 11, 2019 Special Board Meeting Agenda Packet- Page 209 of 241 Page 18 of 29 06/28/19 Nine in ten who use wipes say they dispose of them in the trash and understand they can cause sewage overflows 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 r CENTRALSAN More than four in five support wipes 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 210 of 241 Page 19 of 29 06/28/19 Customers of all genders and ages offer strong support for wipes labeling legislation Demographic Group Total Sup•• Total Oppose Don't Know Men 83% 15% 3% Women 85% 6% 9% 665+ 9 88% 11% 2% 4 82% 8% 10% 81% 12% 7% 35 - IBM— CENTRALSAN Support for the wipes labeling legislation cuts across party lines Demographic Group ITotal SupportTotal Oppose Don't Know Democrats 87% 7% 6% Independents 88% 9% 3% Republicans 0M 75% 17% 9% <$100,000 85% 10% 5% $100,000-$250,000 93% 6% 1% $250,000+ 85% 15% 0% .......... 36 �l Rum-WfRo18 July 11, 2019 Special Board Meeting Agenda Packet- Page 211 of 241 Page 20 of 29 06/28/19 Supporters point to the fact that the wipes clog the sewer In a few words of your own, why would you SUPPORT this[wipes labeling]bill? They clog sewer lines/should not be ■ flushed 43% Better for the environment/they're not biodegradable 19% 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 212 of 241 Page 21 of 29 06/28/19 Those opposed point to excessive government control In a few words of your own, why would you OPPOS, this[wipes labeling]bill? Too much government control 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% 16 39 After hearing more information on the wipes labeling issue, support intensifies Supporter 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 213 of 241 Page 22 of 29 06/28/19 A majority say they would like to learn more about wipes labeling 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 214 of 241 Page 23 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 215 of 241 Page 24 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 216 of 241 Page 25 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 217 of 241 Page 26 of 29 06/28/19 Reasons given by customers who say rate increase 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 rate 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 218 of 241 Page 27 of 29 06/28/19 Customers who think it is unfair say the rate increase is too great 5%is unfair/too high -33% Can't afford it/too expensive/ ■ 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 rate 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 219 of 241 Page 28 of 29 06/28/19 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 July 11, 2019 Special Board Meeting Agenda Packet- Page 220 of 241 Page 29 of 29 06/28/19 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 � 81% Operating Budget 44% 68% 56 CENTRALSAN - 28 July 11, 2019 Special Board Meeting Agenda Packet- Page 221 of 241