General Manager s Report

Size: px

Start display at page:

Download "General Manager s Report"

Gregory Fleming
5 years ago
Views:

1 General Manager s Report October 19, 2016

2 Table of Contents Customer Service Contact Center Operations Percent of Calls Answered Chart... 1 Percent of Calls Answered Within 180 Seconds Chart... 1 Delinquent Accounts Chart... 2 Infrastructure Water & Wastewater Permit Compliance... 3 Potomac Underdrain Issues... 3 Facilities Maintenance Group... 3 Third Quarter 2016 UMCR3 Test Results... 3 Water Production Chart... 4 Wastewater Treatment Chart... 4 Sewer System Overflows Chart... 5 Basement Backups Chart... 5 Water Main Breaks / Leaks Reported by Age Chart... 6 Water Main Breaks and Leaks Chart... 6 Cumulative Water Main Reconstruction Chart... 7 Cumulative Water Lateral Lines Chart... 7 Cumulative Sewer Main Repair & Replacement Chart... 8 Cumulative Sewer Lateral Lines Chart... 8 Financial Stewardship Budget... 9 Employee Matters Workforce Management Vacancies vs. Active Recruitments Chart Recruitment August 2016 Average Time to Fill Vacancies Chart Recruitment Cumulative Average Year-to-Date time to Fill Vacancies Chart Voluntary and Involuntary Separations Chart Eligible Retirements Chart Retirement Eligibility Projections Chart Stakeholders Small, Local, Minority Business Enterprise SLMBE Outreach SLMBE Dashboard Events and Community Outreach Customer Service Week WSSC United Way / Water Fund Campaign Avance Health Conference Girl Scouts Wonders of Water Journey Community Service Week Prince George s County Snow Summit October - November Community Outreach Events i

This compares to 92% (47,205) for the same period in FY 2016 and 83% (45,600) in FY 2015.

3 Customer Service Contact Center Operations In September 2016, the Contact Center answered 91% (59,684) of the 65,590 calls received. The average monthly answer rate to-date this fiscal year is 86% (58,772 calls answered). This compares to 92% (47,205) for the same period in FY 2016 and 83% (45,600) in FY This 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 September 2016, the Service Level was 72/180. 1

4 Customer Service Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Government $ 678, $ 587, $ 774, $ - $ - $ - $ - $ - $ - $ - $ - $ - Commercial $ 1,688, $ 1,800, $ 1,687, $ - $ - $ - $ - $ - $ - $ - $ - $ - Multi-Family Units $ 844, $ 827, $ 664, $ - $ - $ - $ - $ - $ - $ - $ - $ - Residential $ 9,350, $ 8,869, $ 9,097, $ - $ - $ - $ - $ - $ - $ - $ - $ - FY 2017 TOTAL $ 12,562, $ 12,085, $ 12,224, $ - $ - $ - $ - $ - $ - $ - $ - $ - FY 2016 TOTAL $ 11,766, $ 10,698, $ 10,287, $ 11,735, $ 13,304, $ 12,427, $ 13,036, $ 12,916, $ 11,526, $ 11,687, $ 11,253, FY 2015 TOTAL $ 9,989, $ 9,354, $ 9,589, $ 9,566, $ 9,114, $ 10,507, $ 10,989, $ 10,892, $ 9,985, $ 10,239, $ 10,445, $ 11,499,

Water & Wastewater Permit Compliance Infrastructure In the month of September there were zero violations for both drinking water quality permits and wastewater effluent permits.

5 Water & Wastewater Permit Compliance Infrastructure In the month of September there were zero violations for both drinking water quality permits and wastewater effluent permits. Potomac Underdrain Issues On September 16, 2016 an additional filter underdrain failure occurred at the Potomac Plant bringing the total to eleven of 32 total filter units, nine on the East side and two on the West side. As of the latest failure, plant treatment capacity is limited to about million gallons of water a day to the WSSC System. We expect to have two of the new filters by the end of October 2016; three additional new filters by Thanksgiving, and another three filters, for a total of eight, by the end of December Additionally, Unifilt Corporation is making rapid progress on returning Filter No. 17 to service by making spot repairs and replacing the filter media caps with graded gravel. This filter is expected to be available for service by the third week in October. Facilities Maintenance Group In an effort to address an organizational gap identified by the General Manager s Office, the Industrial Assets Management Group (Production Team) merged with the Property Management Group (Logistics Team) to create the new Facilities Maintenance Group. This new group is responsible for the maintenance of all WSSC facilities. Third Quarter 2016 UMCR3 Test Results The third quarter 2016 UMCR3 testing results were received, and for the first time, an organic chemical, called 1,4-dioxane was detected in WSSC s system at the Potomac Water Filtration Plant. A treated tap water sample contained µg/l (parts per billion) of the chemical, above the analytical reporting limit of 0.07 µg/l. The detected compound is a synthetic industrial chemical found in products such as paint strippers, dyes, and varnishes. The EPA has proposed a health advisory for a level of 3.0 µg/l for tap water. 3

6 Infrastructure 4

7 Infrastructure 5

8 Infrastructure There were 65 breaks and leaks reported in the month of September. The data shows that 52 percent (34) of the breaks and leaks reported, occurred in pipes years old. 6

9 Infrastructure 7

10 Infrastructure 8

11 Financial Stewardship Budget 9

12 Financial Stewardship CFO Monthly Status Report June 2016 See attached report. 10

31 Employee Matters Vacancies vs. Active Recruitments There were 136 total vacancies across the Commission at the end of August Sixty-four percent (87 vacancies) of these positions are actively being recruited. FY 2017 Vacancies vs. Active Recruitments Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total Vacancies Active Recruited Vacancies Recruited Vacancies On Hold 2 1 Not Recruited Vacancies % Active Recruited Vacancies 84% 64% % Recruited Vacancies On Hold 2% 1% % Not Recruited Vacancies 14% 35% FY 17 Authorized Positions 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. 11

32 Employee Matters Recruitment August 2016 Average Time to Fill (TTF) Vacancies The average time to fill the thirteen positions below was 67 days, which includes an average of 63 days with hiring managers, an average of four days with HR, as well as the time it takes for an applicant to make a decision to accept or decline an offer. Below are explanations for the two positions that took over 90 days to fill: Sr. Civil Engineer TTF was 168 days. This position required applicants to possess specific skill sets, which made it more difficult to fill. Temporary Plumbing Inspector TTF was 159 days. The recruitment efforts for this temporary position only began after two staff members left the Commission. Business Improvement Manager TTF was 113 days. There was a delay in hiring this position due to organizational changes. Group Leader, Development Services. TTF was 96 days. The first candidate chosen declined the offer and the second offer was delayed. 12

33 Employee Matters Recruitment Cumulative Average Year-to-Date Time to Fill Recruited Vacancies Fourteen positions were filled in the month of August The cumulative average time-tofill was 67 days. Voluntary and Involuntary Separations In August 2016, there were seven separations comprised of two retirements, two voluntary and three involuntary separations. 13

Employee Matters Eligible Retirements Retirement Eligibility Projections As of August 2016, approximately 48% of WSSC employees are eligible to retire in five years, including full and early

34 Employee Matters Eligible Retirements Retirement Eligibility Projections As of August 2016, approximately 48% of WSSC employees are eligible to retire in five years, including full and early retirement. August 2016 Eligible Now Eligible Within 1 Year Eligible Within 3 Years Eligible Within 5 Years Full Retirement Early Retirement Full Retirement % 4.2% 6.0% 11.5% 18.6% Early Retirement % 31.2% 32.1% 32.1% 29.5% Total WSSC Workforce

35 Stakeholders Small, Local and Minority Business Enterprise Office SLMBE Office Outreach WSSC s SLMBE Office participated in the following outreach events in an effort to increase supplier/vendor participation in WSSC s contracting opportunities and processes: August 30 - September 4, the SLMBE Compliance Team attended the 2016 American Contract Compliance Association (ACCA) National Training Institute Conference in Chicago, IL (approximately 500 attendees). September 13, IMPACT - Society of Marketing Professional Services (SMPS) Maryland's Kick-off Event in Baltimore, MD (approximately 200 attendees). September 14-15, DiversityMBA 10th Annual National Business Leader Conference and Top 100 Business Leaders under 50 Awards Gala in Lisle, IL. The SLMBE Director was among the awardees honored at this event (approximately 300 attendees). September 15, hosted the Understanding the Appendix A for MBE/SLBE/SLMBE Programs and the Good Faith Efforts (GFE) Guide Workshop (eight attendees). September 16, hosted the Special Outreach Event and Pre-Bid Meeting for Request for Qualifications solicitation number 382: On-Call Emergency Plumbing Services (twenty attendees). September 16, the Congressional Black Caucus Foundation (CBCF) 46th Annual Legislative Conference (ALC) Small Business Forum in Washington, D.C. (approximately 9,000 attendees). September 20, the Eastern Minority Supplier Development Council (EMSDC) 2016 Return on All Relationships (R.O.A.R) Conference and Business Exchange Program in Philadelphia, Pa. WSSC s Chief Procurement Officer was one of the speakers at the event (approximately 500 attendees). September 20, 2016 hosted the monthly Web-Based Compliance System Training Workshop for internal and external stakeholders (17 attendees). September 22, hosted a Special Outreach Event and Pre-Bid Meeting for IFB 7055 Staff Augmentation for the Inspection Services Group (57 attendees). September 22, the 2016 Montgomery County Executive Hispanic Gala in Silver Spring, Md. WSSC presented two Mechanical Engineering Students with Scholarships at the event (approximately 500 attendees). 15

36 Stakeholders September 30, the Capital Region Minority Supplier Development Council, (CRMSDC) 35th Annual Leaders & Legends Awards Ceremony and featuring the 2016 Top 100 MBEs (over 300 attendees). September 30, the 6th Annual Disadvantaged Business Enterprise (DBE) Summit and Networking Symposium (over 300 attendees). 16

37 WSSC SLMBE Dashboard SEPTEMBER 2016 MWBE TOTAL CONTRACT PAYMENT AND AWARD DATA Summary - Total Contract Payments to MWBE Firms Fiscal Year-To-Date Contracting Area M/WBE$** M/WBE%** MBE $ WBE $ Majority $ Total Contract Payments A/E Services $ 2,982,370 28% $ 2,982,370 $ - $ 7,700,883 $ 10,683,253 Construction Services $ 9,773,951 11% $ 9,773,951 $ - $ 77,840,905 $ 87,614,856 Goods and Services $ 8,138,114 24% $ 5,568,393 $ 2,569,721 $ 25,242,825 $ 33,380,939 Professional Services $ 3,745,846 31% $ 2,884,607 $ 861,239 $ 8,293,255 $ 12,039,101 Totals $ 24,640,281 17% $ 21,209,321 $ 3,430,960 $ 119,077,868 $ 143,718,149 Note: numbers are rounded to the nearest whole dollar FISCAL YTD M/WBE VALIDATED SUBCONTRACT PAYMENTS: $1,745,614 in A&E Payments; $1,934,477 in Construction Payments; $750,238 in Goods and Services Payments; and $542,853 in Professional Services Payment **M/WBE includes Certified-MBE and WBE firms (displayed for reporting purposes only.) The Total Contract Payments FYTD is $143,718,149 of which $4,973,182 is FYTD M/WBE validated Subcontract Payments. These validated M/WBE Subcontract Payments have been subtracted from the Majority Contract Payments and added to the M/WBE Prime Contract Payments ($19,667,100) to ensure that they are not double counted. The Majority Contract Payments depicted in the table above have been adjusted to reflect the subtraction. The following equation has been applied to the Total Contract Payments to determine the M/WBE percentage of Contract payments: M/WBE$ (excluding Subcontract Payments) + Majority$ = Total Payments. The Total M/WBE$/Total Payments = Total M/WBE%. Note: M/WBE$ (excluding Subcontract Payments) + Majority$ = Total Payments. The Total M/WBE$/Total Payments = Total M/WBE% Summary - MWBE Total Contract Award Dollars* Fiscal Year-To-Date Contracting Area M/WBE$** MWBE%* WBE $ MBE $ Majority $ Total Contract Awards A/E Services $ 5,590,094 23% $ - $ 5,590,094 $ 18,763,382 $ 24,353,476 Construction Services $ 14,911,233 37% $ - $ 14,911,233 $ 25,228,898 $ 40,140,131 Goods & Services $ 28,102,284 48% $ 10,980,859 $ 17,121,425 $ 30,038,777 $ 58,141,061 Professional Services $ 13,384,277 68% $ 4,227,793 $ 9,156,484 $ 6,173,566 $ 19,557,843 Totals $ 61,987,888 44% $ 15,208,652 $ 46,779,236 $ 80,204,623 $ 142,192,511 Note: numbers are rounded to the nearest whole dollar MBE Subcontract Awards FYTD: $5,207,794 in A&E Awards; $4,571,713 in Construction Awards; $1,552,843 in Goods & Services Awards; $698,242 in Professional Services Awards *MBE and WBE Award Dollars include Prime and Subcontract Award Dollars. Majority Award Dollars are adjusted to exclude the amount proffered to Subcontractors. Note: Majority Prime Award Dollars - Subcontract Award Dollars proffered to M/WBE = Majority$. M/WBE Prime Award Dollars + Subcontract Award Dollars proffered to M/WBE = M/WBE$ 17

38 A/E Services WSSC SLMBE Dashboard SEPTEMBER 2016 Contracting Area *Total MWBE% WBE $ MBE $ Majority $ Construction Services Goods & Services Professional Services Totals Note: numbers are rounded to the nearest whole dollar *Total MBE% and MBE$ includes MBE and WBE Payments SLBE TOTAL CONTRACT PAYMENT AND AWARD DATA Total Contract Payments to SLBE Firms Fiscal Year-To-Date The Total Prime and Subcontract Payments to SLBE firms FYTD for September 2016 is $7.3M Total Contract Payments 100% $ - $ 19,799 $ - $ 19,799 20% $ 844,633 $ 398,071 $ 4,865,014 $ 6,107,718 0% $ - $ - $ 697,909 $ 697,909 15% $ - $ 72,833 $ 418,691 $ 491,524 18% $ 844,633 $ 490,703 $ 5,981,614 $ 7,316,950 Note: Majority refers to approved SLBEs that have not been identified as either a MBE or WBE. The SLBE Program is a race/gender neutral Program. A/E Services Construction Services Goods & Services Professional Services Contracting Area Total Contract Awards to SLBE Firms Fiscal Year-to-Date *Total MWBE% WBE $ MBE $ Majority $ Total Contract Awards 100% $ - $ 4,054,235 $ - $ 4,054,235 59% $ - $ 3,631,388 $ 2,500,000 $ 6,131,388 74% $ - $ 691,290 $ 245,000 $ 936,290 36% $ - $ 869,946 $ 1,570,000 $ 2,439,946 Totals 68% $ - $ 9,246,859 $ 4,315,000 $ 13,561,859 Note: numbers are rounded to the nearest whole dollar The Total Prime and Subcontract Awards to SLBE firms FYTD for September 2016 is $13.5M *Total MBE% and MBE$ includes MBE and WBE Awards Note: Majority refers to approved SLBEs that have not been identified as either a MBE or WBE. The SLBE Program is a race/gender neutral Program. Registered Vendors WSSC SUPPLIER PORTAL SYSTEM (FORMALLY:CENTRALIZED BIDDER REGISTRATION (CBR) SYSTEM) Aug-16 Sep-16 FYTD 2017 SLMBE % of YTD Registered Total Vendors % Total SLMBE Vendors % Total MBE Only Vendors % Total SLBE Only Vendors % Total Combo MBE/SLBE Vendors % CBR vendor registration officially began on December 3, Effective November 1, 2015, WSSC launched the WSSC Supplier Portal System which will be the new Bidder Registration System. As of September 30, 2016, the total number of registered firms were 4,661. PLEASE NOTE: The numbers reflected above are tentative and are subject to change 18

39 Stakeholders Events and Community Outreach Customer Service Week From October 3 7, 2016, WSSC celebrated Customer Service Week by recognizing and highlighting Service Champions throughout the week. Service Champions are those who go above and beyond to provide excellent service to internal and external customers. To further highlight the WSSC strategic priority, Deliver Excellent Customer Service, we want to acknowledge individuals who continuously serve co-workers and staff with excellence. Employees were nominated by co-workers, staff members, direct reports and managers. Thirty-six Service Champions were chosen, including the 9-member Accounts Payable team, and six of them were recognized each day of Customer Service Week. In addition to celebrating our #H2OPeople who exemplify customer service, a Customer Service Town Hall was part of the week-long activities. Employees and senior leaders including GM/CEO Carla Reid participated in the productive discussion. WSSC United Way/Water Fund Campaign On October 4, 2016, WSSC kicked off its annual United Way/Water Fund employee fundraising campaign, with the goal of raising $70,000. This year s goal is up from the $65,000 goal of 2015, which was surpassed by almost $2,000. As a long-time United Way campaign participant, WSSC is receiving special recognition: One of our Fleet Services employees, Andrew David Russell is featured in the workplace campaign brochure, which includes his photo and a message on how he benefitted as a young man from the United Way. As an incentive to encourage donations, participants who meet the donation criteria are entered into the United Way s Sweepstakes. Last year s Grand Prize Sweepstakes winner was WSSC employee Bryan Williams from the Accounting Group. To add excitement and additional encouragement to give, the United Way and GM/CEO Carla Reid presented Bryan with his brand new Fiat during the kickoff event. Avance Health Conference: Advancing Health Equity for Latino Youth and Families WSSC s Communications and Community Relations Office partnered with Avance, for its Annual Health Conference in Washington, DC. Avance is a group from George Washington University focused on encouraging Langley Park Latino families to choose healthy food options. WSSC formed part of the panel discussing access to healthy beverages and drinking water in Langley Park. WSSC provided information in English and Spanish about the safety and value of WSSC s water, helping debunk Latino families belief that tap water may not be safe. Girl Scouts Wonders of Water Journey On October 15, 2016, WSSC staff and volunteers assisted 75 Girl Scouts from the National Capital region in achieving four badges within a water theme. Known as the Wonders of Water Journey, this day-long event focused on environmentalism, the watershed and women in water careers. The girls learned about water use around the world, the water cycle, pollution sources and impacts on the watershed. 19

40 Stakeholders Community Service Week Community Service Week is celebrated this week, October Two groups of WSSC employee-volunteers coordinated two different service projects providing in-kind services to organizations in WSSC s service area. One group worked with A Wider Circle in Montgomery County to collect, clean, sort and store furniture. This organization helps with lifting people out of poverty. The second group worked with Prince George s County Salvation Army to organize information and data for the upcoming Angel Tree program. Prince George s County Snow Summit In preparation for the winter months, WSSC partnered with Prince George s County for this year s Snow Summit events taking place on October 17, 18 and 20. WSSC s Communications and Community Relations Office joined county representatives from the County Executive s Office, Police and Fire Departments, Office of Emergency Management, Department of Public Works and others to present winter planning and educate residents on what to do and what to expect during snow events. WSSC provided brochures and presented what customers can do to protect their home s pipes as well as information about water storage in case of water main breaks. October November Community Outreach Events October 19, 2016 Seneca WWTP Tour Gaithersburg, MD WSSC will host a tour of the Seneca Wastewater Treatment facility for students from Gaithersburg s Quince Orchard High School. October 22, 2016 Watershed Stewardship Project Laurel, MD WSSC will host a cleanup activity for employees and the public along the trails at the Supplee Recreational site. October 22, 2016 Watershed Hike Laurel, MD WSSC staff will lead a tour of the watershed area around Brighton Dam for a local Montgomery County Girl Scout troop. The scouts will learn about the watershed and how they can protect it. October 22, 2016 West Lanham Hills 75 th Anniversary Lanham, MD WSSC will staff a table at this family-oriented event celebrating the anniversary of this vibrant local community. 20

41 Stakeholders October 23, 2016 New Americans Expo Silver Spring, MD WSSC will speak about the quality of our water and staff a table at this unique event to provide information about Montgomery County resources and services for new residents of the country and the county. The event, hosted by the Montgomery County Office of Community Partnerships, is designed to assist immigrants with ways to better navigate American society. October 26, 2016 Seneca WWTP Tour Gaithersburg, MD WSSC will host a tour of the Seneca Wastewater Treatment facility for students from Silver Spring s Montgomery Blair High School. October 26, 2016 Seneca WWTP Tour Laurel, MD WSSC will host a tour of the Parkway Wastewater Treatment facility for students from Bladensburg s Portstown Elementary School. October 29, 2016 Halloween Hustle 5K Montgomery Village, MD WSSC will staff a table at this event sponsored by Family Services, Inc., to provide resources, information and fun for families in Montgomery County. 21

General Manager s Report

1 General Manager s Report April 2018 Students engage in hands-on activities during WSSC s Water Works STEM session 3 50% in lost workday cases 65% in lost work days 54% in workers compensation costs Lyles