Customer Feedback Leads to Improvements
Utility Systems
Utilizing data is vital to making decisions that can impact residents . However , as the Utility Systems Department demonstrated this year , it ’ s also critical to listen to what those residents have to say and incorporate data and anecdotal evidence into the decision-making process .
Utility Systems routinely monitors for contaminants in our drinking water to ensure it meets federal and state requirements . And while the collected data showed all the requirements were being met , the City was receiving an increasing number of complaints about odors in the drinking water . Testing also showed decreased residuals of chlorine , which helps protect against germs and bacteria as water flows from the treatment plant to consumers ’ taps .
As a result , Utility Systems implemented a two-week “ free chlorination conversion ,” an industry standard used to eliminate non-harmful but unpleasant germs and bacteria in the distribution system . By using data and input from residents , Utility Systems was able to resolve the existing issue while recognizing the need to make this an annual preventive maintenance practice .
That same commitment to utilize data for process improvement helped reduce wait times for septic-to-sewer conversions . By reviewing data and analyzing the process , department staff was able to find inefficiencies and streamline the system .
An electronic spreadsheet was developed that documents each step of the conversion process , from the initial application to completion , allowing Utility Systems to track the workflow . The new system has reduced residential septic-to-sewer conversion wait times from 40-44 weeks at the height of demand to approximately 8-10 weeks .
1,840
Projected new construction sewer installations for 2023 / 24 .
500
Projected septic-to-sewer conversions for 2023 / 24 .
2023 City Manager ’ s Annual Report | 21