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Effectively Managing Your Utility Into The FutureWhat is EUM and how can you implement the process at your utility?
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Presenter Introductions• Craig Calvert
Senior Business Analyst, RA ConsultantsB.S. Finance, Indiana University SoutheastLean Six Sigma Green Belt
• Darren Gore, PECity of Murfreesboro, Asst. City Manager – Utility EnterprisesBachelors & Masters in Engineering Georgia Tech Professional Engineer licensed in TN, KY and AL
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What is Effective Utility Management (EUM)• EUM helps you take a 360-degree look at your utility and then set priorities
that work for you and your community.
• It helps you protect your current infrastructure investments and ensure that your workforce is motivated and able to address the challenges that they face every day.
• It moves you from reacting only to the “hot priorities” of the day to proactively planning for the future.
• It helps you engage your staff in the process of assessing and charting your own course for the future.
• It is simple, actionable, affordable, and scalable to meet the needs of all utilities.
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Organizations Involved
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10 Attributes of an Effectively Managed Utility
Utility Management
Product Quality
Customer Satisfaction
Employee Leadership & Development
Operational Optimization
Financial Viability
Infrastructure Stability
Operational Resiliency
Community Sustainability
Water Resource Adequacy
Stakeholder Understanding
& Support
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Where To StartProduct Quality• Meets or exceeds regulatory and reliability
requirements.
• Operates consistent with customer, public health, economic, and ecological needs.
Financial Viability• Understands and plans for full life-cycle cost of utility.
• Effectively balances long-term debt, asset values, operations and maintenance expenditures, and operating revenues.
• Sets predictable and adequate rates to support utility current needs and plans to invest in future needs, taking into account affordability and the needs of disadvantaged households when setting rates.
• Understands opportunities for diversifying revenue and raising capital.
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Sample EUM Dashboard
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Product Quality
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Product QualityDegree of Success in Achieving Target WTER1 of 3
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Product QualityDegree of Success in Achieving Target WTER2 of 3
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Product QualityDegree of Success in Achieving Target WTER3 of 3
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Financial Viability
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Financial ViabilityPercentage of Revenue Available for Capital Spending
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Financial ViabilityPercentage of Revenue Available for Capital Spending
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EUM ResultsBenefits Noticed• Improvement in 7 of 9 attribute areas
• Broke down silos of communication
• Better understanding of correlation between business areas
• Company Goals became clear
• Asset Management Planning nearly completed through EUM Efforts
• EUM became basis of Sustainability Planning
Chain reactions• Deep dive analysis of electric bills
• Further review of contractor invoices
• New method of tracking company goals
• Alignment with strategic planning
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How can you get started?
The EUM Primer is a “How-To” document for everything EUM
Great resources including the primer can be located on the EPA website
https://www.epa.gov/sustainable-water-infrastructure/tools-effective-water-and-wastewater-utility-management
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ACWA Excellence in Management
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Water WastewaterResidents Served 78,000 130,000Lines 442 mi. 646 mi.Plant Capacity 20 mgd 24 mgd
Water Supply: East Fork Stones River andPercy Priest ReservoirReceiving Stream: W. Fork Stones River
Last WTP Expansion 2010Last WWTP Expansion Fall 2017
SYSTEM PROFILE
2016Receives “Utility
of the Future: Today”
Recognition
2017Receives
NACWA’s Gold Peak
Performance Award
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Utility of the Future Today
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IT Master PlanResulted by Focusing on
Customer Satisfaction in EUM Self-Assessment
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AWWA BENCHMARKING SURVEY PARTICIPATIONResulted from EUM-Self Assessment
3222 MWRD
5761Top
Quartile
3777Median
2705BottomQuartile
1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 5,000 5,500 6,000
Average Calls per Rep (Benchmark)
Average Calls per Rep MWRD
3.2% MWRD
11.9%BottomQuartile
6.4%Median
3.4%Top
Quartile
0.00% 2.00% 4.00% 6.00% 8.00% 10.00% 12.00% 14.00%
Abandoned Call Ratio (Benchmark)
Abandoned Call Ratio MWRD
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0
1000
2000
3000
4000
5000
6000
7000
8000
Dec
-11
Jun-
12D
ec-1
2Ju
n-13
Dec
-13
Jun-
14D
ec-1
4Ja
n-15
Feb-
15M
ar-1
5Ap
r-15
May
-15
Jun-
15Ju
l-15
Aug-
15Se
p-15
Oct
-15
Nov
-15
Dec
-15
Jan-
16Fe
b-16
Mar
-16
Apr-
16M
ay-1
6Ju
n-16
Jul-1
6Au
g-16
Sep-
16O
ct-1
6N
ov-1
6
CASHIER PAYMENTS
Walk in and drive through transactions are down 27.7% (~2100 per month)
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0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000MAILED AND DEPOSITED PAYMENTS
MAIL NIGHT DEP
Night deposits (drop box) are down 46.7% (~900 per month)Receipts by mail are down 32.4% (~2500 per month)
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02000400060008000
10000120001400016000
ELECTRONIC PAYMENTS
ACH ELECTRONIC ONLINE/IVR
Electronic bill payments are up 56.6% (~1000 per month), currently serving ~10% of our customer base and growing
Online and IVR transactions are trending strongly upward and currently stand at ~4800 per month, serving ~18% of our customer base
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Infinity.Link On-line CIS Portal
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AMI Portal – Early Leak Notification & Water Budgeting
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Annual Budget
Revenue Sales
O&M Expenses
Debt Funded Capital Outlay
Rate Funded CapEx
Reserve Funded Working Capital
ContinuousFinancial Planning
Pro Forma
Rate Design
Cost of Service Study
Capital Improvements
Plan
ContinuousStrategic Planning
Trends and Strategic
Planning Issues
Effective Utility
Management
Information Technology Master PlanEUM &
Strategic Planning
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Current & Target
Performance2017 Targets
2017 Performance
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Where is MWRD Focused Next?EMPLOYEE LEADERSHIP & DEVELOPMENT
8.9%8.1%
10.6%
11.1%11.8%
6.0%
7.0%
8.0%
9.0%
10.0%
11.0%
12.0%
13.0%
2011 2012 2013 2014 2015 2016 2017 2018
AWWABenchmark
MWRD
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Gaps in Years of Service (5-10yrs) – Why?
$22.51
$21.87
$21.87
$21.87
$21.87
$21.87
$21.87
$21.87
$22.42$22.42$22.42$22.98$22.98
$22.98
$28.98
$26.75
$24.75
$30.94
$25.25
$27.46
$25.80$26.00
$26.20
$26.40$27.00$27.25
$28.42
$28.42
$33.75
$29.00
$33.75 $33.75 $33.75
$21.00
$23.00
$25.00
$27.00
$29.00
$31.00
$33.00
$35.00
0%10%20%30%40%50%60%70%80%90%
100%110%120%130%
0.00 5.00 10.00 15.00 20.00 25.00 30.00
Years of Service
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M’boro Job Class
6 Pay Grades 5 Steps @ 2.5% &
1.5% Adjustment each Year 21.9% Min to Mkt
Mkt Max
Entr
yN
ovic
eIn
term
edia
te
Adva
nced
Expe
rt
Min.
Open frameworkMkt to Max
45.0% Min to Max
Yr1 Yr2 Yr3 Yr6 On
Appr
entic
e
Yr4
New Pay Plan Strategy
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Maintenance Tech (Basic Skills)
Maintenance Tech I (1+ yrs w/ Class I Certification)
Maintenance Tech II (3+ yrsw/ Class II Certification)
Lead Maintenance Tech (5+ yrs w/ Class III Certification)
Maintenance Supervisor (1st
Tier Supervisor; 5+ yrs w/ Class III & Electrician License)
Asst. Plant Manager (2nd
Tier Supervisor)
MAINTENANCE TECH “Job Family” Water Plant & WRRF
Competency-based Grade Increases
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Murfreesboro Water and Sewer DepartmentMaintenance Levels
Maintenance Technician
Maintenance Technician I
Maintenance Technician II
Lead Maintenance
TechnicianMaintenance
SupervisorExperience Requirement 1+years 3+years 5+years 5+yearsBasic Skills X X X X XMECH 1100 Electronic Components X X X XMECH 1200 Mechanical Components and Motors X X XMECH 1300 Pneumatic and Hydraulic Control Circuits X X XMECH 1500 Digital Fundamentals and PLCs X XMechatronics Technology Certificate of Credit X XLevel 1 Certification Exam - Siemens Mechatronics System Assistant XMECH 2400 Motor Control XABC Plant Maintenance Technologist Class I Certification XABC Plant Maintenance Technologist Class II Certification XABC Plant Maintenance Technologist Class III Certification X XElectrician License (LLE) X
Competency-based Grade Increases
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Annual Budget
Revenue Sales
O&M Expenses
Debt Funded Capital Outlay
Rate Funded CapEx
Reserve Funded Working Capital
ContinuousFinancial Planning
Pro Forma
Rate Design
Cost of Service Study
Capital Improvements
Plan
ContinuousStrategic Planning
Trends and Strategic
Planning Issues
Effective Utility
Management
Information Technology Master Plan
10-20 Year Service
Area Planning
Water Resource Integration Plan
Murfreesboro 2035
BiosolidsMaster Plan
EUM & MWRD’s
Vision of the Future
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Water Resource Integration Plan, 2018
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Cultural Goal
The Iceberg Concept
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Change is the Only Constant• I used to say Learning Organizations are “change-
ready” and embrace change• But I recently read “reinvention is taking control of change”
• So I think MWRD is going to change this mantra to state Learning Organizations are reinventors, or Learning Organizations take control of change.
• MWRD’s WRIP is that attempt – to reinvent conventional water resources services and take control of the change that water resource providers must make to serve our growing communities.
• EUM focused MWRD on this new paradigm
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Questions?