general manager’s report...dec 16, 2015 · infrastructure asset management water &...

General Manager’s Report

December 16, 2015

Table of Contents

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Products and Services Contact Center Operations ................................................................................................... 1 Percent of Calls Answered Within 180 Seconds Chart ....................................................... 1 Interactive Voice Response System (IVRS) ........................................................................ 2 Delinquent Accounts Chart .................................................................................................. 2 Water Production Chart ....................................................................................................... 3 Wastewater Treatment Chart ............................................................................................... 3 Customer Assistance Program Update ................................................................................ 4

Infrastructure Asset Management Water & Wastewater Permit Compliance ............................................................................ 5 Potomac Filter Unit No. 30 Failure ..................................................................................... 5 Strategic Energy Plan Implementation ................................................................................ 5 WSSC Clearwater Pilot Program ......................................................................................... 5 Sewer System Overflows Chart ........................................................................................... 6 Basement Backups Chart ..................................................................................................... 6 Water Main Breaks / Leaks by Pipe Material & Size Chart ................................................ 7 Water Main Breaks / Leaks Reported by Age Chart ........................................................... 7 Water Main Breaks and Leaks Chart ................................................................................... 8 Water Main Reconstruction Charts ..................................................................................... 9 Sewer Main Repair & Replacement Charts ....................................................................... 10 Sewer Lateral Lines Charts ................................................................................................ 11

Budget Budget Charts .................................................................................................................... 12

Workforce Management Vacancies vs. Active Recruitments Chart .......................................................................... 14 Recruitment – October 2015 Average Time to Fill Vacancies Chart ................................ 15 Recruitment – Cumulative Average Year-to-Date time to Fill Vacancies Chart .............. 16 Voluntary and Involuntary Separations Chart ................................................................... 16 Eligible Retirements Chart ................................................................................................. 17 Retirement Eligibility Projections Chart ............................................................................ 17

Small, Local, Minority Business Enterprise Disparity Study .................................................................................................................. 18 SLMBE Program Performance Report .............................................................................. 18 SLMBE Outreach .............................................................................................................. 18 SLMBE Dashboard ............................................................................................................ 19

Accomplishments and Community Outreach #H2O People ...................................................................................................................... 21 Can the Grease and Winter Ready Campaigns Airing on Cable Television ..................... 21 Canned Food Drive ............................................................................................................ 21 Community Outreach Events ............................................................................................. 21

Products and Services Contact Center Operations In November 2015, the Contact Center answered 94% (52,266) of the 55,479 calls received. The average monthly answer rate to-date this fiscal year is 93% (55,149 calls answered). This compares to 86% (52,743) for the same period in FY 2015 and 88% (53,316) in FY 2014.

The Service Level Percent chart reports the percent of calls answered within 180 seconds. The goal is to answer 80% of incoming calls within 180 seconds (80/180). In November 2015, the Service Level was 81.9/180.

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Products and Services Interactive Voice Response System (IVRS) In November 2015, the IVRS processed 12,054 payments, for a total of $2,539,114.94, compared to 9,739 payments in November 2014.

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Total Government 1,433,484.99$ 463,169.82$ 212,663.35$ 1,028,542.19$ 2,309,670.52$ -$ -$ -$ -$ -$ -$ -$ Commercial 1,274,605.21$ 1,351,877.89$ 1,254,488.74$ 1,393,913.90$ 1,380,689.77$ Multi-Family Units 390,658.17$ 473,239.93$ 424,439.75$ 515,109.91$ 464,922.79$ Residential 8,667,451.52$ 8,410,613.29$ 8,396,304.23$ 8,797,645.44$ 9,149,654.61$ TOTAL FY 2016 11,766,199.89$ 10,698,900.93$ 10,287,896.07$ 11,735,211.44$ 13,304,937.69$ -$ -$ -$ -$ -$ -$ -$ FY 2014 8,744,971.79$ 8,026,061.98$ 8,294,378.68$ 8,467,200.55$ 8,364,636.86$ 9,623,591.51$ 9,807,054.78$ 9,158,141.66$ 8,741,556.03$ 7,871,618.75$ 7,600,456.06$ 10,757,697.10$ FY 2015 9,989,683.50$ 9,354,541.08$ 9,589,551.52$ 9,566,084.14$ 9,114,465.72$ 10,507,512.64$ 10,989,394.04$ 10,892,059.19$ 9,985,262.71$ 10,239,542.18$ 10,445,070.18$ 11,499,519.96$

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Products and Services

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Products and Services

Customer Assistance Program Update On July 1, 2015, WSSC initiated its new customer assistance program (CAP) which provides a credit for the two components of the Ready-To-Serve Charge fixed fees for low income residential customers. Overall, WSSC has provided approximately $333,000 in reduced bills to low income customers through its new CAP in the first four months of the fiscal year: $193,000 in Ready-To-Serve credits and another $140,000 in Chesapeake Bay Restoration Fund Fee (BRF) exemptions. This represents a significant savings to those customers most in need and reflects the Commission’s commitment to the success of this program. Eligibility for CAP is based upon participation in the Maryland Office of Home Energy Program (OHEP), which is valid for each fiscal year (July 1-June 30). WSSC staff worked with the Maryland Department of the Environment to extend the BRF exemption program to all CAP enrollees. As of October 31, 2015, there are 2,252 customer accounts enrolled in the WSSC CAP for FY 2016 (or 41% of the total OHEP enrollees), of which 1,885 accounts were certified by OHEP in the previous fiscal year. There are over two thousand accounts with addresses that we are unable to match to our database. The Customer Relations Team has assigned staff to review the files and assess whether these residents are eligible for the CAP.

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Infrastructure Asset Management Water & Wastewater Permit Compliance In the month of November there were zero violations for both drinking water quality permits and wastewater effluent permits. Potomac Filter Unit No. 30 Failure On November 10, 2015, the underdrain of Filter Unit No. 30 failed during a high rate backwash. There was no prior indication of excessive pressure build up in the filter media support cap. The failure was likely due to chronic weakening of the underdrain grout, which occurred over time. This is the seventh such failure since 2006. Three of the other 32 filters at the Potomac WFP are also currently out of service awaiting media restoration after underdrains were repaired in late September. As a result the filter rates of the remaining filters will be higher, which results in more frequent backwashes. Additionally, there is a lessened capability to quickly restore storage levels in the distribution system after an emergency event. Strategic Energy Plan Implementation On November 12, 2015, WSSC met with consultant Black & Veatch to discuss Task 1 elements: electricity price forecasts, renewable energy pricing forecasts, and components of the RFP structure. Black & Veatch is forecasting a 2.5% increase ($525,000) on average for electricity over the next 20 years, partially due to a projected cap and trade program expected in 2020 which will increase unit pricing. WSSC Clearwater Pilot Program The Engineering & Construction Team is continuing to work on the Clearwater Program to reduce sewer system Inflow and Infiltration from public and private sources under two tracks. On the public track, WSSC is continuing its work on mainline sewer pipeline renewal. Additionally, final revisions to the Development Services Code are currently under review by the General Counsel’s Office to allow developers to receive credit for public side sewer rehabilitation work in lieu of wet weather capacity improvements. On the private track, similar Code changes for developers are under review by the General Counsel’s Office for private side rehabilitation credits. Those Code changes are expected to be finalized in early 2016. Work is progressing towards the implementation of a WSSC private side Clearwater Pilot Program. A detailed Project Management Plan will be developed in early 2016 and field investigations are anticipated to commence in summer 2016.

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Infrastructure Asset Management

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There were 178 breaks and leaks reported in the month of November. The data shows that 89 percent (159) of the breaks and leaks resulted from pipes made of cast iron material and 92 percent (164) of the pipes were less than 12 inches in diameter.

There were 178 breaks and leaks reported in the month of November. The data shows that 50 percent (89) of the breaks and leaks reported, occurred in pipes 25-50 years old.

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Budget Report

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Budget Report

Monthly Status Report – October 2015 See attached report.

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MONTHLY STATUS REPORT ADDRESS LIST LETTER DATED DECEMBER 9, 2015

The Honorable Isiah Leggett cc: Mr. Matt Schaeffer, Management and Budget Specialist Montgomery County Executive Montgomery County Office of Management and Budget Executive Office Building 101 Monroe Street, 2nd Floor Mr. David Lake, Special Assistant for Water and Wastewater Policy Rockville, MD 20850 Montgomery County Department of Environmental Protection The Honorable Nancy Floreen cc: Mr. Stephen Farber, Council Administrator President Montgomery County Council Montgomery County Council Stella B. Werner Office Building Mr. Keith Levchenko, Legislative Analyst 100 Maryland Avenue Montgomery County Council Rockville, MD 20850 The Honorable Rushern L. Baker, III cc: Mr. Brent Johnson, Budget Management Analyst Prince George's County Executive Prince George's County Office of Management and Budget County Administration Building 14741 Governor Oden Bowie Drive Ms. Dawn Hawkins-Nixon, Section Head for Regulatory Program Upper Marlboro, MD 20772 Prince George’s County Department of Environmental Resources The Honorable Derrick Leon Davis cc: Mr. Robert Williams, Council Administrator Chair Prince George's County Council Prince George's County Council County Administration Building Ms. Hawi Sanu, Committee Director 14741 Governor Oden Bowie Drive Prince George’s County Transportation, Housing, and The Upper Marlboro, MD 20772 Environment Committee

Mr. Patrick Pope, Legislative Auditor Prince George’s County Office of Audits and Investigations

Workforce Management

Vacancies vs. Active Recruitments There were 154 total vacancies across the Commission at the end of October 2015. Seventy-two percent (111) of these positions are actively being recruited.

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunTotal Vacancies 182 168 157 154Active Recruited Vacancies 111 91 102 111Recruited Vacancies On Hold 4 4 1 3Not Recruited Vacancies 67 73 54 40% Active Recruited Vacancies 61% 54% 65% 72%% Recruited Vacancies On Hold 2% 2% 1% 2%% Not Recruited Vacancies 37% 43% 34% 26%FY 16 Authorized Positions 1747 1747 1747 1747 1747 1747 1747 1747 1747 1747 1747 1747

FY 2016 Vacancies vs. Active Recruitments

Note: The Human Resources Office places a position ‘on hold,’ with manager notification, for various reasons. Most often, positions are placed on hold due to inactivity. Hiring managers are given 30 days to act upon candidate lists provided for their jobs. The position is placed on hold until the hiring manager is ready to begin the process.

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Recruitment – October 2015 Average Time to Fill Vacancies The average time to fill the eighteen positions below was 60 days, which includes an average of 58 days with hiring managers, an average of two days with HR, as well as the time it takes for an applicant to make a decision to accept or decline an offer.

Below is a summary for the positions that took over 90 days to fill: • Learning & Development Specialist II – TTF was 169 days. Interviews had been delayed

and postponed due to scheduling challenges with the panel members. As a result a new panel was engaged. The second panel was quickly convened and selected a candidate.

• Group Leader, Occupational Health & Safety Services - TTF was 171 days. The Team Chief placed this position on hold from May 22 to September 1, 2015, due to other competing priorities.

• Facility Technician I - TTF was 95 days. It took several rounds of interviews of many candidates to identify a candidate with the appropriate mix of electrical and mechanical experience needed to support the plant.

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Recruitment – Cumulative Average Year-to-Date Time to Fill Recruited Vacancies Twenty positions were filled in the month of October 2015. The cumulative average time-to-fill was 48 days.

Voluntary and Involuntary Separations In October 2015, there were eleven separations comprised of two retirements, seven other voluntary separations, and two involuntary separations.

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Eligible Retirements

Retirement Eligibility Projections As of October 2015, 52% of WSSC employees are eligible to retire in five years, including full and early retirement.

Eligible Now Eligible Within 1 YearEligible Within 3

YearsEligible Within 5

YearsFull Retirement 78 114 212 334Early Retirement 536 546 538 489Full Retirement % 4.9% 7.2% 13.4% 21.1%Early Retirement % 33.9% 34.5% 34.0% 30.9%Total WSSC Workforce

Oct

ober

201

5

1581

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Small, Local and Minority Business Enterprise Office

Disparity Study The new SLMBE Project Manager continues to hold weekly meetings with the consultant MGT. The Executive Steering Committee had a meeting on November 13, 2015 to continue oversight of the Disparity Study. All Community Meetings have concluded, and the deadline for public comments to MGT was November 30, 2015. FY 2015 SLMBE Program Performance Report The FY2015 SLMBE Performance Results report was reprinted with non-material revisions and was delivered to the Legislature on December 3, 2015. SLMBE Office Outreach WSSC was involved in the following special outreach events in an effort to increase vendor participation in WSSC’s solicitations. • On November 5, 2015, the SLMBE Office attended the 2015 Women Presidents’

Educational Organization (WPEO) DC Annual Breakthrough Breakfast and Procurement Fair. The event was held at the Mayflower Hotel in Washington, D.C. The SLMBE Office also exhibited in the Procurement Fair. There were over 200 attendees.

• On November 17, 2015, the SLMBE Office hosted classes to train prime, minority and small business vendors, as well as internal stakeholders. The vendors were trained on how to enter invoices and payments in WSSC’s web-based compliance system. Internal stakeholders were trained on how to best utilize and operate the system to effectively monitor and track contract performance and payments.

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Small, Local and Minority Business Enterprise Office

SLMBE Dashboard The SLMBE dashboard is not available this month due to data management problems associated with new software.

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Accomplishments and Community Outreach

#H2OPeople WSSC’s employee engagement campaign #H2OPeople is currently recruiting volunteers to serve as #H2OPeople Ambassadors. The role of the Ambassadors is to act as a liaison between our employees throughout the Commission, and the Steering Committee to help shape the future direction of #H2OPeople and to promote the goals of the program. “Can the Grease” and “Winter Ready” Campaigns Airing on Cable Television WSSC ads/public service advisements (PSAs) have begun to air on various cable TV stations throughout the region. The ads encourage WSSC customers to “Can the Grease” as well as to prepare for the winter season. The cable channels running our ads include the Animal Planet, BET, Bravo, CNN, DIY, E!, ABC Family, Food Network, Hallmark Channel, HGTV, Lifetime, Lifetime Movie Network, MTV, OWN, Oxygen, TLC, TruTV, TVOne, TVLand, VH1, and CSV. In addition to the ads, WSSC has sponsored a Weather Channel winter prep spot. Canned Food Drive WSSC Community Outreach and volunteers have launched the WSSC canned food drive to help support families in need this holiday season. The food drive will be collecting non-perishable food items through December 21, 2015 at all WSSC locations. Items collected will be donated to food pantries in Prince George’s and Montgomery counties. Toys for Tots Drive The Patuxent Plant is once again supporting the Marine Toys for Tots Foundation in collecting new, unwrapped toys to distribute as Christmas gifts to needy children. With 16 million children living in poverty, millions of families will struggle to make ends meet this Christmas. Through the gift of a new toy, employees can help bring the joy of Christmas and send a message of hope to our nation’s less fortunate children. Employees were asked to consider donating a toy that is new and suitable for a child newborn to 17 years old. Toys for Tots barrels are set up at the Patuxent Plant and RGH Building (main lobby and underground garage entrance). Deadline for picking up the barrels will be Thursday, December 17, 2015. Toys will be distributed in Prince George’s and Montgomery counties on Friday, December 18, 2015. Community Outreach Events November 20, 2015 Environmental Stewardship Presentation College Park, MD

WSSC Environmental Scientist, Ed Dress presented to Paint Branch Elementary School students how individuals can take responsibility for the environment.

November 20, 2015 Supplee Lane Recreational Site Cleanup Laurel, MD Students from St. Vincent Pallotti High School (Pallotti), along with WSSC Community Outreach and Watershed staff, cleaned up the recreational area and woodland trails at the Supplee Lane Recreational Site. The Pallotti track team commonly uses the trails for their training and volunteer to clean up the area several times a year.

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Accomplishments and Community Outreach

November 21, 2015 Civic Leaders Breakfast Laurel, MD WSSC Public Affairs Manager, Jerry Irvine, presented at this breakfast, at the request of Prince George’s County Councilmember Lehman's office. The presentation focused on how to prepare for the winter months and what processes and procedures to follow in case of an emergency.

November 24, 2015 Journeys to Success Silver Spring, MD WSSC Communications Project Manager, Melanie Deggins, led a discussion on careers for an after school program at Francis Scott Key Middle School.

November 27, 2015 ATLAS (Advancing Tomorrow’s Leaders) + STEM Largo, MD

WSSC participated in the ATLAS symposium at Prince George’s Community College in Largo, MD. The program is geared for high school juniors/seniors and college undergraduates, and specifically reaches out to minority students and groups underrepresented in STEM fields. The event brings about 800 students together, approximately 91 percent of whom are minorities and 63 percent are female. The November symposium was the fourth event in a series that WSSC has sponsored, tabled and provided speakers.

December 1, 2015 Career Day Gaithersburg, MD

WSSC Photographer, Ronald Williams, led a discussion on careers for students at Brown Station Elementary School.

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general manager’s report...dec 16, 2015 · infrastructure asset management water &...

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