HomeMy WebLinkAbout2021-03-11 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 11, 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
Committee Member Mark Smith
Raftelis Consultant Josh Rauch
Director of Communications Joshua Lee
Chief Information Officer Daniel McGhinnis
HR Assistant Director LaRae James
Utility Billing Manager Nancy Massey
Executive Assistant Melanie Lawson
Utility Billing Assistant Manager Dara Eng
CONSENT AGENDA;
I. Approval of March 4, 2021 & March 8, 2021 Minutes: Chairman Stephen Saboe
Upon motion by Committee Member Julie Ward, seconded by Committee Member Ralph
King, after full discussion and the question being put to the Committee, the Advisory Committee
voted unanimously to approve minutes for March 8, 2021.
Minutes from March 8, 2021 was tabled to be reviewed and discussed at the next meeting.
II. Comments from Mayor Cole;
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 12, 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.
ii. Recommendation 8: Implement a streamlined meter -to -cash process.
iii. Recommendation 11: Create designated morning and afternoon call -
takers to streamline CSR workload.
iv. Recommendation 16: Continue engaging Tyler Technologies to resolve
inefficiencies and errors in New World.
Chairman Saboe recognized Mr. Josh Rauch who presented to and reviewed with the
Advisory Committee recommendation 16 from the Raftelis report. Ms. Nancy Massey discussed
the memo regarding Tyler Technologies' uses, disruptions, workarounds and system
improvements.
Upon motion by Committee Member Ralph King, 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 16 in the Raftelis Report.
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.
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.
V. Input, Discussion, and Possible Action (Time permitting);
a. AMI — Further discussion of the AMI project implementation plan.
Chairman Saboe recognized Committee Member Ralph King who presented to and
reviewed with the Advisory Committee the Meter Basics and Failure Modes. Mr. Ralph King
discussed the importance of creating a successful dialogue between staff and residents regarding
the capabilities of the new meters. Mr. King states there are suspicions of the design of the meters
which utilize pulsed ultrasonic signals that submits the sound of a chirp to measure velocity.
Utility Billing Advisory Committee Regular March 12, 2021
Meeting Minutes
Committee Member Jimmy Davis suggested the AMI system create a proactive method to notify
residents when water usages appear higher than normal. Mayor Cole discussed an option for
individuals to set parameters and thresholds in the AMI system but stated more information would
come. Ms. Nancy Massey added an overview of the AMI system is expected to be discussed in
a later meeting. Discussion ensued. Committee Members Julie Ward and Jennifer Sheffield
provided support in seeking a proactive step to understanding the capabilities of the new meter
and providing a solution for customers shown to have high unexplainable consumptions.
Committee Member Patrick O'Day discussed the implications of addressing high consumption
accountability between possible meter mode failure or a resident's actual usages. Chairman
Saboe offered a solution such as creating a simple checklist to determine the accountability of
water usages. Chairman Saboe stated the process would help thoroughly evaluate all scenarios
leading the impact of water usage and/or meter capability issue.
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 Monday, March 15, 2021 at 4 p.m.
ADJOURNMENT
Meeting was adjourned at 6:11 p.m.
Utility Billing Advisory Committee Regular March 12, 2021
Meeting Minutes