agenda committee of the board regular meeting of … · regular meeting of the board of directors...

Setting Standards of Excellence in Public Service

AGENDA COMMITTEE OF THE BOARD

REGULAR MEETING OF THE BOARD OF DIRECTORS Wednesday, January 24, 2018 - 3 p.m.

7811 University Avenue, La Mesa, CA 91942-0427

Assistance for those with disabilities: If you have a disability and need accommodation to participate in the meeting, please call Board Secretary Sandra L. Janzen at (619} 667-6232 for assistance so the necessary arrangements can be made.

OPEN MEETING

1. Call Meeting to Order and Roll Call

2. Invocation and Pledge of Allegiance - Director Verbeke

3. Approval of Agenda (Additions and/or Deletions)

PUBLIC COMMENTS

4. Opportunity for Members of the Public to Address the Board on any Item under the Subject Matter Jurisdiction ofthe District

Public Comment Procedure: This is the time set aside for those wishing to address the board on matters not on the posted agenda which are under the subject matter jurisdiction of the district. No action may be taken by the board except to set the matter presented for the next regular board meeting. State your name, topic and provide the secretary with a request to speak form so you can be properly included in the consideration of the item. Please limit your comments to three minutes so all who wish to speak can be heard. The board is not permitted during this time to enter into a dialogue with the speaker.

DISCUSSION

5. Service Award Presentation to Engineering Manager Timothy J. Ross for 10 Years of Service

Introduction: Director of Engineering James A. Tomasulo Background: General Manager Carlos V. Lugo Presentation: Vice President Daniel H. McMillan

Committee of the Board Regular Board of Directors Meeting Helix Water District Wednesday, January 24, 2018- 3 p.m.

6. The Board Receive a Presentation from Probe Research Inc. Consultant Scott Mackay regarding the 2017 Customer Survey Results

ADJOURNMENT

7. President Hedberg Adjourn the Meeting

All public records relating to an agenda item on this agenda are available for public inspection at the time the record is distributed to all, or a majority of all, members of the board. Such records shall be available at the district office located at 7811 University Avenue, La Mesa, California.

Certification of Posting

I certify that on January 18, 2018, I posted a copy of the foregoing agenda near the regular meeting place of the Helix Water District Board of Directors, said time being at least 72 hours in advance of the meeting of the board of directors (Government Code §S4954.2(a)(l)).

Executed at La Mesa, California, on January 18, 2018.

Probe Research, Inc.211-10 Fort StreetWinnipeg, MBR3C 1C4(204) 926-6565

[email protected]

Helix Water District

Customer Survey January 2018

https://www.facebook.com/proberesearch/


https://twitter.com/proberesearch


Customer Satisfaction

Staff Interaction

84% expressed satisfaction with their interactions with staff,

and 47% rated their experience a 10 out of 10

The Value of Water

74% indicated they are receiving excellent or good value for

the price of their household water

Water Quality

63% drink Helix tap water, and 78% indicated they are

satisfied or neutral when asked about water quality. Customers

who are critical of water quality mention “taste” most often

Overall Service

76% say that they are satisfied with the quality of the service

that Helix provides

Key Findings

2

Billing and Communication

Billing

71% are not interested in the district rolling out automated water meters

82% are not interested in changing the billing cycle to a monthly rather than the current bi-monthly interval

Communication

Customers seeking information often are most interested in:

• water quality• the way water costs are derived • the water purification process and • tips and advice on water conservation

Customers seeking information most often:

• go to the district’s website• or to bill inserts and• newsletters mailed with their water bills

3

Key Findings

District Programs

Water Conservation

91% intend to continue to conserve water even if Southern

California's drought has been declared officially over

Water smart landscapes are popular with Helix customers

Customers who haven’t yet converted to more water efficient lawns

and gardens cite cost as a major impediment to changing

Almost 40% have participated in some kind of conservation-related program sponsored by Helix

The Water Conservation Garden

Nearly 40% have visited the Garden and 57% of those customers

acquired information that they were able to put into action in their

own landscapes

Lake Jennings

Nearly 50% have visited Lake Jennings at some point, and 63% of

Division Five customers have visited

4

Key Findings

5

Methodology

6

Methodology

• Helix Water District retained Probe Research Inc. to conduct a customer survey among its residential customers

• Probe Research Inc. designed the questionnaire in close consultation with the Board of Directors and staff of Helix Water District

• All residential customers with valid email contact information were invited to complete the survey via a unique email link. The survey was also available at hwd.com and in paper format in the district’s Administrative Office.

• Customer contact data is subject to strict privacy provisions

• Survey was open for completion November 1-20

7

Methodology

27,000Customers received email invitation to take the survey

53%Of customers responded on a desktop computer

39%Responded on a smartphone

8%Responded on a tablet

2,366Probe Research received responses from 2,366 customers

9% Response rate – 3x national average

2,417 (6% response rate)Survey responses in 2012

2,260 (6% response rate)Survey responses in 2004

1.92% Margin of error, 19 times out of 20

8

Profile of Respondents

Response DistributionBy Director Division

19%17%

22%24%

18%19%17%

21%

27%

16%

Division 1 Division 2 Division 3 Division 4 Division 5

% in Customer Email Database (26,992) % of Respondents (2,366)

9

Profile of RespondentsBy Director Division

*DK/NS removed TOTAL(n=2366)

(%)

Division #1(n=431)

(%)

Division #2(n=376)

(%)

Division #3(n=471)

(%)

Division #4(n=629)

(%)

Division #5(n=375)

(%)Gender

Women 56 57 51 61 53 57Men 44 43 49 39 47 43

Age18-34 11 12 13 10 8 1135-54 37 36 32 42 38 3355+ 53 52 56 47 54 56

Household Income<$50K 16 19 13 18 13 18$50-$99K 37 38 32 40 35 39$100K+ 47 43 56 43 53 43

Valid responses only: Columns may not add to 100% due to rounding10

*DK/NS removed

Valid responses only: Columns may not add to 100% due to rounding

TOTAL(n=2366)

(%)

Division #1(n=431)

(%)

Division #2(n=376)

(%)

Division #3(n=471)

(%)

Division #4(n=629)

(%)

Division #5(n=375)

(%)Ethnicity

White(not Hispanic) 83 85 83 75 85 86

Black(not Hispanic) 2 2 2 5 2 2

Hispanic/Latino 10 8 12 14 8 8Other 5 5 4 7 6 6

Household SizeOne 12 12 13 12 13 11Two 41 41 45 38 42 37Three or more 47 47 42 51 45 51

Home OwnershipOwn 90 88 93 88 90 92Rent 10 12 7 12 10 8

11


*DK/NS removed TOTAL(n=2366)

(%)

Division #1(n=431)

(%)

Division #2(n=376)

(%)

Division #3(n=471)

(%)

Division #4(n=629)

(%)

Division #5(n=375)

(%)Property Size

Standard lot 46 53 42 59 37 4210K-1/2 Acre 41 39 41 37 50 351+ Acres 12 7 14 4 12 18No land/condo 2 3 3 0 1 4

Average Water Consumption per Bill<15 44 42 41 55 42 4015-29 38 43 34 35 37 4030+ 18 16 24 10 20 21

Valid responses only: Columns may not add to 100% due to rounding12


*Represents customers’ average water use, in units, over a 2-month billing period. One unit of water = 100 cubic feet = 748 gallons.

13

Customer Satisfaction

Yes, had contact

29%No contact

71%

Have you interacted with Helix staff in the past 12 months?

Base: All respondents

Q7. “Have you personally had any interaction with the staff at Helix Water District in the past 12 months? These interactions may have been in-person or on the phone? (Check all that apply)”

(n=2366)

14

In-person21%

Over phone60% In-person

and over the phone

19%

15

Have you interacted with Helix staff in the past 12 months?


Q7. “Have you personally had any interaction with the staff at Helix Water District in the past 12 months? These interactions may have been in-person or on the phone? (Check all that apply)”

(n=2366)

Base: All respondents who have had an interaction with Helix staff

5%1% 1% 2%

5%2%

7%

14%16%

47%

1 - Not verysatisfied

2 3 4 5 6 7 8 9 10 - Verysatisfied

How satisfiedwere you withyour most recentinteraction withHelix staff?

Q.8 All things considered, how satisfied were you with your most recent interaction with the staff of the Helix Water District? Please use the 10-point scale below where 1 means you were “not very satisfied” and 10 means

you were “very satisfied”.

(n=685)

16

Neutral: 7%

Dissatisfied: 9%

Satisfied: 84%

Is Helix watera good value?


7%

19%

54%

20%

Poor value Not very good value Good value Excellent value

Q17. “Water from Helix Water District costs less than a penny per gallon. Given this information and compared to other utilities such as gas and electricity, cable or satellite TV, cell phone service and sewer service, do you feel that water is an excellent value, a good value, not a good value or a poor value?”

(n=2366)

Excellent / Good Value: 74%

17

81%

70%

85%

75%

73%

80%

70%

64%

83%

73%

55%

Women

Men

<35 years

35-54 years

55+ years

Standard lot

10K-1/2 acre

1+ acres

Low consumption

Medium consumption

High consumption

Base: All respondents reporting “excellent/good”

value for money

18

Is Helix watera good value?

8%

3%6% 5%

18%

10%

14%16%

8%

12%

1 - Not verysatisfied

2 3 4 5 6 7 8 9 10 - Verysatisfied

How satisfied are you with thequality of Helixtap water?


Q.6 Please indicate how satisfied you are with the quality of your household tap water that you receive from the Helix Water District.

(n=2366)

19

Neutral: 28%

Dissatisfied: 22%

Satisfied: 50%

Why are you not satisfied with the quality of Helix tap water?

50%

18%

13%

9%

9%

8%

7%

6%

5%

5%

2%

Taste

Hard water

Needs to be filtered

Not drinkable

Odor/smells bad

Fluoride/chemicals

Unsafe/unhealthy

Discoloration

Too expensive

Other

Unsure

*All mentions accepted, therefore totals may exceed 100%

Base: Those offering a 1-5 response to 10-point satisfaction question

Q6b. “Why are you less than satisfied with the quality of your water?”

(n= 931)

- Total Mentions* -

20

How satisfiedare you with the overall quality of service Helixprovides?


2%1% 2% 2%

9%7%

14%

23%

16%

23%

1 –Not very satisfied

2 3 4 5 6 7 8 9 10 –Very satisfied

Q.23 How satisfied are you with the quality of service you receive from Helix Water District overall?

(n=2366)

Not Satisfied: 7%

Satisfied: 76%

Neutral: 16%

21

22

Billing and Communication

23Billing

How interestedwould you be in an automated water meter?


46%

25%

9%

15%

6%

Not at allinterested

Not very interested

Unsure Somewhat interested

Veryinterested

Not interested 71%

Interested21%

Neutral9%Q18. “Helix Water District

continues to evaluate options for improving water use efficiency, including automated water meters that would transmit customer water use information automatically to Helix…. How interested would you be in having an automated water meter in your home?”

(n=2366)

24

Would youprefer a monthlywater bill?


Q16. “Would you prefer to receive your water bill every month, or are you satisfied with the current bi-monthly billing cycle?”

(n=2366)

25

Satisfied with currentbimonthly billing

Prefer monthly billing

82%

18%

How do you typically payyour waterbill?

Q14. “How do you typically pay your water bill?”

(n=2366)


33%

28%

23%

10%

3%

2%

1%

Using Auto pay (comes directlyout of your bank account)

On Helix’s website

On your bank’s website

By mail

By text or email

At Helix’s Administration Office in La Mesa

By phone

26

Would you prefera text or emailletting you know your water bill isavailable online?


Q15. “Helix can send you a text or email message to let you know your water bill is available online. Would you prefer to receive your water bill in this way rather than in the U.S. mail?”

(n=2366)

27

No Already get Helix eBills Yes

19%

49%

32%

28Communication

Where do yougo for informationabout Helix?

Q19. “Where do you go for information about Helix? (Check all that apply)“

(n=2366)


49%

35%

28%

14%

9%

6%

5%

3%

17%

Helix’s website at hwd.com

Notices in my water bill

Newsletter in my water bill

Water bill envelope

Customer service

Nextdoor app

News articles at hwd.com

Other

Don't look for information aboutHelix

- Total Mentions* -


29

57%

56%

44%

<35 years

35-54 years

55+ years

30

Customers who prefer our website for information

Customers who prefer our newsletter for information

35%

23%

15%

55+ years

35-54 years

<35 years

Where do yougo for informationabout Helix?

Q19. “Where do you go for information about Helix? (Check all that apply)“

(n=2366)



What wouldyou like to knowmore about?

Q20. “What, if anything, would you like to know more about the Helix Water District and the water it provides to your home? (Check all that apply)”

(n=2366)


42%

32%

32%

26%

26%

22%

22%

21%

14%

11%

5%

Water quality

No specific information

How water costs are derived

Water purification/treatment process

Conservation ideas and programs

Helix operating costs/and budget

Water supply

Classes and events at the WaterConservation Garden

Recreation at Lake Jennings

Construction projects

Board meetings

- Total Mentions* -


31

Have youvisited Helix’swebsite? Why?

Q21. “Have you ever visited the Helix Water District website at www.hwd.com?”

(n=2366)

Q.22 “What was the reason for your last visit to the Helix Water District website? (Check all that apply)”

(n=1930)

Yes82%

No18%

61%

27%

11%

11%

9%

8%

5%

3%

3%

9%

Pay water bill

Info on bill payment options

Drought updates

Contact info

Water conservation info

Water quality info

Water supply info

Read blog article

How to read my meter

Other

32

33

District Programs

34Water Conservation

The drought is over -- now what?

Q1. “Southern California’s

drought was officially declared over in April of this year. Some people think that because the drought is over, it is now OK to increase their household water usage. Other people feel that it remains important to continue to conserve water even if we are not in a drought at this moment. Which view is closest to your own? “

(n=2366)


35

Continue to Conserve Water

91%

OK to Increase Water Use

9%

36

Have notreplaced grass

59%Already installed

low water use landscaping

41%

What is the main barrierto replacinggrass?


Q2. “Does your residence include a yard or garden?”

(n=2366)

Q3. “What, if anything, is the main barrier that would keep you from replacing some or all of your grass with low water use landscaping?”

(n=1315)

Have a Yard/Garden93%

Do Not Have a Yard/Garden7%

What is the main barrierto replacinggrass? 52%

18%

6%

5%

4%

3%

3%

7%

Cost

Prefer look of grass/don't like lookof watersmart landscapes

Rent/not my decision

Knowledge/expertise

Very little grass

Not worth the effort

Time

Other

Base: Customers with yards who have not installed low water landscaping

Q3. “What, if anything, is the main barrier that would keep you from replacing some or all of your grass with low water use landscaping?”

(n=1315)

37

38

Have not participated

63%

Have participated

37%

Which conservationprograms helpedyou conserve?


Base: Those participating in programs

Q4. “Helix offers the conservation programs listed below to help you save water in your home and landscape. Please tell us which of these programs, if any, have helped you to conserve water. (Check all that apply)”

(n=877)

Which conservationprograms helpedyou conserve? 45%

42%

38%

13%

10%

9%

The Water Conservation Garden

Rebates on water saving fixtures anddevices

Newsletter articles andannouncements

WaterSmart landscape designclasses

”How-to” instructions and videos on their website

Free home water use evaluations


Base: Those participating in programs

Q4. “Helix offers the conservation programs listed below to help you save water in your home and landscape. Please tell us which of these programs, if any, have helped you to conserve water. (Check all that apply)”

(n=877)- Total Mentions* -

39

What actionshave you takento conservewater?

47%

41%

39%

30%

22%

14%

13%

10%

5%

3%

Installed water efficient toilets

Installed water efficient clotheswasher

Installed low water use plants

Installed drip irrigation

Installed aerators

Installed rain barrel

Installed rotary nozzles

Installed artificial turf

Installed weather-basedcontroller

Installed gray water system



Q5. “Which specific actions, if any, have you taken to reduce water consumption in your home? (Check all that apply)”

(n= 2366)

- Total Mentions* -

40

75%

73%

64%

62%

60%

60%

51%

51%

44%

37%

36%

26%

19%

5%

2%

Do not let water run

Wash only full loads of clothes

Use a broom instead of a hose on pavedareas

Wash only full loads of dishes

Irrigate during evening/morning hours

Reduce/skip watering

Take shorter showers

Fix indoor leaks (toilet, faucet, etc.)

Fix outdoor leaks (sprinklers, spas, etc.)

Adjust irrigation timer

Removed grass

Collect and reuse water

Check moisture before watering

Use landscape calculator

Home use evaluation

- Total Mentions* -

41

What actionshave you takento conservewater?



Q5. “Which specific actions, if any, have you taken to reduce water consumption in your home? (Check all that apply)”

(n= 2366)

42The Water Conservation Garden

Had you heard about the WaterConservationGarden?

Q9. “Before today, had you ever heard of the Water Conservation Garden?”

(n=2366)


43

Yes, 68%

No, 32%

Have you visited or taken a class at The Garden?Q10. Have you ever visited or taken a class at the Water Conservation Garden?

(n=2366)


44

Yes38%

No62%

46%

31%

22%

45%

40%

40%

33%

31%

54%

44%

32%

55+ years

35-54 years

<35 years

Division 4

Division 5

Division 2

Division 3

Division 1

1+ acres

10K-1/2 acre

Standard lot


…older customers and those with large lots also most likely to have visited or taken a class at the garden

After visitingThe Garden, did you make a change in your own landscape?

Q11. “As a result of your visit to The Water Conservation Garden, did you make a change in your own landscape?”

(n=906)

Base: Those who have visited the Water Conservation Garden

46

Yes57%

No43%

Summary of The Garden’s awarenessand impact


47

Not Aware Of32%

Aware, Not Visited

30%

Visited, No Impact

17%

Made Change Afer Visit

22%

48Lake Jennings

Have youvisited LakeJennings?

Q12. Have you ever personally visited Lake Jennings?

(n=2366)


49

Yes49%

No51%

Customers who have visitedLake Jennings

63%

52%

50%

44%

42%

53%

46%

40%

Division 5

Division 1

Division 2

Division 3

Division 4

55+ years

35-54 years

<35 years


50

How likely is itthat you willvisit or camp atLake Jennings?

Q13. “Now that you know a little bit more about Lake Jennings, how likely is it that you will visit or go camping at some point in the future?”

(n=2366)


51

14%VeryLikely

40%Somewhat

Likely14%Somewhat

Unlikely

23%Very

Unlikely

All Respondents

Unlikely: 37%

Likely: 54%

Don’t Know

9%

36%

21%

46%

33%

17%

31%

25%

19%

30%

28%

25%

23%

18%

Kids at home

No kids at home

<35 years

35-54 years

55+ years

$100K+

$50K-$99K

<$50K

Division 3

Division 4

Division 2

Division 1

Division 552

Respondents who have never been to Lake Jennings How likely is itthat you willvisit or camp atLake Jennings?

Q13. “Now that you know a little bit more about Lake Jennings, how likely is it that you will visit or go camping at some point in the future?”

(n=2366)


Summary of Lake Jennings VisitationBase: All respondents

53

Not Been, Unlikely to Visit

20%

Been, Unlikely to

Visit17%

Unsure if Will Visit

9%

Not Been, Likely to Visit

28%

Been, Likely to Return, 28%

54

How Can Helix Better Serve its Customers?

How can Helixbetter serve itscustomers?

Q24. “What improvements, if any, should Helix Water District make to better serve its customers? Please be as specific as possible.”

(n=2366)


68%

10%

7%

5%

4%

3%

2%

2%

Nothing in particular

Reduce rates

Other

Billing/payment changes

Improve water quality

Better customer service

Reduce overhead

Encourage conservation

- Total Mentions* -


55

Next Steps

56

Action Items

1. Share survey results with customers in March-April newsletter

2. Focus communications on the topics customers said they want to know more about

Focus Areas

Water conservation affordability 26% NEW

Water quality 42%

Cost of water 32%

Continuing Topics

Water conservation ideas 26%

Water supply 22%

The Garden 21%

Lake Jennings 14%

Construction projects 11%

Next Steps

57

4. Provide tools for customers to create an affordable water efficient landscape

Promote rebatesFeature one available rebate in each newsletter

Build our DIY video libraryCreate short how-to videos to show customers easy, low-cost projects

• Convert spray sprinklers to rotating nozzles

• Convert spray sprinklers to drip

• How to apply mulch

• How to adjust your sprinkler timer

• How to turn off or rain delay your sprinkler timer

• How to check your toilet for leaks

Action Items

3. Conduct a 12-month water quality campaign

FindingCustomers are not accessing water quality information on website.

Approach

35% of customers read bill inserts. Use inserts to deliver topics and links

to in-depth information on website

Next Steps

58

Action Items

5. Continue promoting The Garden and Lake Jennings

51% of respondents have not visited Lake Jennings

• Coordinate with lake staff to support marketing, focusing on younger visitors and families

62% of respondents have not visited or taken a class at The Garden

• Film how-to videos at The Garden

6. Board feedback

Probe Research, Inc.211-10 Fort StreetWinnipeg, MBR3C 1C4(204) 926-6565

[email protected]

Helix Water District

Customer Survey January 2018





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