HomeMy WebLinkAbout2021-03-08 CITIZENS UTILITY BILLING REVIEW AD HOC ADVISORY COMMITEE MEETING MINUTESMINUTES OF A REGULAR MEETING OF THE CITIZENS UTILITY BILLING REVIEW
ADVISORY COMMITTEE OF THE CITY OF PEARLAND, TEXAS, HELD ON THURSDAY,
March 8, 2021, VIA TELEPHONE/VIDEO CONFERENCE AT 4:00 P.M.
Residents may watch this meeting online within 72 hours post meeting at:
https://www. pearlandtx.gov/departments/water-billing/utility-bill i nq-advisory-committee
CALL TO ORDER
Chairman Saboe called the meeting to order at 4:04 p.m.
ROLL CALL AND CERTIFICATION OF QUORUM;
Mayor Kevin Cole
Chairman Steve Saboe
Committee Member Jimmy Davis
Committee Member Ralph King
Committee Member Julie Ward
Committee Member Patrick O'Day
Committee Member Jennifer Sheffield
Raftelis Consultant Josh Rauch
Raftelis Consultant Seth Garrison
Chief Information Officer Daniel McGhinnis
HR Assistant Director LaRae James
Utility Billing Manager Nancy Massey
Budget Officer Erick Roche
Utility Billing Assistant Manager Dara Eng
CONSENT AGENDA;
I. Approval of March 4, 2021 Minutes: Chairman Stephen Saboe tabled the minutes to be
discussed at the next meeting.
II. Comments from Mayor Cole; Mayor Cole discussed the upcoming plans for a townhall
meeting focused on bettering the communication with residents. Mayor Cole explained the
purpose of the meeting is to engage with residents by acknowledging the issues, providing
solutions, and sharing the future plans of Water Billing. Department staff will also be in
attendance with devices to assist with questions on individual water accounts. Mayor Cole
expressed his appreciation of staff and the Committees' camaraderie in pushing forward
to gain the community's trust back.
III. Input, Discussion, and Possible Action; Initial recommendations were presented at the
February 22, 2021 Council Meeting.
a. Agreed, already underway
i. Recommendation 1: Foster a culture of engagement and continuous
improvement
Utility Billing Advisory Committee Regular March 4, 2021
Meeting Minutes
ii. Recommendation 2: Establish formal performance measures to track
service delivery
iii. Recommendation 3: Review and update written standard operating
procedures (SOPs) regularly.
iv. Recommendation 4: Develop an enhanced training program.
v. Recommendation 7: Synchronize meter reading and billing cycles
vi. Recommendation 13: Adjust staffing to reflect short-term needs and
prepare for AMI implementation.
vii. Recommendation 15: Create an inclusive AMI Implementation Team
b. Agreed, with caveats; Chairman Saboe recognized Josh Rauch who presented
to and reviewed the recommendations provided in the Raftelis Report.
i. Recommendation 5: Improve external communication plans for meter -to -
cash activities.
Chairman Saboe elaborated on the essential responsibilities of the Advisory Committee
as being the focus group for Water Billing. Chairman Saboe emphasized the purpose of the group
having to build trust and supported Committee Member Ralph King and Jimmy Davis on the need
for repetition, consistency, and accuracy of messages.
ii. Recommendation 8: Implement a streamlined meter -to -cash process.
Chairman Saboe inquired on the plan to share the AMI process such as providing a media
format. Ms. Nancy Massey assured the Committee of ongoing meetings between Public Works,
Director of Engineering, and Water Billing discussing the process of providing resources to the
public. Ms. Massey stated the strategy to create a webpage is in process to provide details of the
AMI, how the meters works, how the meters are read, and how to access the portal. Ms. Massey
also shared the City's plan to contract a public relation expert for community engagement and
outreach.
Upon motion by Committee Member Ralph King, seconded by Committee Member Jimmy
Davis, after full discussion and the question being put to the Committee, the Advisory Committee
voted unanimously to approve Recommendation 5 & 8 in the Raftelis Report.
iii. Recommendation 11: Create designated morning and afternoon call -
takers to streamline CSR workload.
Upon motion by Committee Member Jimmy Davis, seconded by Committee Member Julie
Ward, after full discussion and the question being put to the Committee, the Advisory Committee
voted unanimously to approve Recommendation 11 in the Raftelis Report.
iv. Recommendation 16: Continue engaging Tyler Technologies to resolve
inefficiencies and errors in New World.
c. No Opinion Put Forth; There was no discussion or decision made on this item.
i. Recommendation 9: Reorder billing cycles
ii. Recommendation 12: Transition to a centralized staffing structure over
time.
Utility Billing Advisory Committee Regular March 4, 2021
Meeting Minutes
IV. Input, Discussion, and Possible Action; There was no discussion or decision made on
this item.
a. Disagree
i. Recommendation 10: Enhance delinquent account communications
ii. Recommendation 14: Pilot a 4-10 schedule for meter -to -cash staff.
b. No Opinion Put Forth
i. Recommendation 6: Consider alternative options to the 32-30 Plan.
V. Input, Discussion, and Possible Action (Time permitting);
a. AMI — Further discussion of the AMI project implementation plan.
b. Recommendation 6; Consider alternatives to the 32-30 Plan.
VI. Input, Discussion, and Possible Action: Information requests, set next meeting goals,
date/time and agenda.
a. Information requests from the Committee may require external or extraordinary
resources, with related costs; discuss process for Council / staff review and
approval of these resources.
Chairman Saboe moved the continued discussion on the Raftelis' report for the Advisory
Committee meeting to be held on Thursday, March 11, 2021 at 4 p.m.
ADJOURNMENT
Meeting was adjourned at 6:05 p.m.
Utility Billing Advisory Committee Regular March 4, 2021
Meeting Minutes