A) Approve policy changes, clarifications, and edit revisions to the Lee County Utilities Customer Service Operations Manual.

B) Approve Resolution dissolving existing Connection Fee Hardship Program Resolution #94-06-15, incorporating more detailed Hardship Program language within the Manual.

C) Authorize the Director of Procurement Management, with County Administration approval, to approve Change Orders to the Master Services Agreement with Orcom Solutions LLC dba Vertex Business Services, and to execute any associated documents.

Approve revisions to the Lee County Utilities Customer Service Operations Manual to provide customers and staff with an updated and instructive Manual addressing change in policy and practices.  The Manual was last updated and approved by the BoCC on December 20, 2016.  It now includes an enhanced section on the Connection Fee Hardship Program.

The Board of County Commissioners adopted the Lee County Utilities (LCU) Administrative Manual (“Utilities Operations Manual”) establishing the standards and specifications for the County’s water and sanitary sewer facilities, as well as the fiscal policy relating to Utilities Customer Service (Resolution No. 79-9-18 adopted 9-25-79).

On February 2, 2010 (BS 20100055), the Board divided the LCU Operations Manual into two separate manuals to improve efficiency. The two manuals consisted of Customer Service Operations (sections 1 through 3) and LCU Design Manual (sections 4 through 13).  This change allowed the Public Works Director (Assistant County Manager) to approve modifications to the Design Manual while allowing the Board to continue approving modifications to the Customer Service Operations Manual.  Approval of subsequent Operations Manual modifications are defined in Resolution 10-02-04, Page 1, Section 3:  “Any future changes or modifications to the Customer Service Operations Manual will require approval by the Board.” 

The last revision to the Customer Service Operations Manual was made on December 20, 2016 (BS 20160707), and is posted on the LCU website for easy customer access.   This new group of revisions includes changes in policy and practices prompted by the implementation of the Advanced Metering Infrastructure (AMI) program.  It also includes basic edits and changes based on accumulated input from our customers since the last Manual update, resulting in improved customer service.

Additionally, the Board on November 15, 2015 (BS 20160633) approved custom software modifications to the billing software, as needed to accommodate changes and support efficiencies in business operations, in an amount not to exceed the department’s annual adopted budget.  Motion C, above, includes clarifying language that will enable the Director of Procurement, with County Administration approval, to approve Change Orders  for such changes and efficiencies.

Attachments:

1. Lee County Customer Service Operations Manual (with and without redline)

2. Resolution Dissolving Hardship Program

Primary proposed procedural and policy changes to the new Manual include:

*The existing policy on “no vacation rates” will be expanded to clarify residential base water and sewer charges will apply year-round, which is standard practice among 82% of municipalities surveyed.   Currently, these monthly residential base fees are $20.45 for water and $12.59 for wastewater services.  Water and sewer base charges are intended to fund the day-to-day operations of LCU’s water, wastewater, and field operations.  Seasonal residents temporarily turning off service was resulting in lowered revenues in base charges and adding rate pressures to the rest of the existing customer base.   This policy clarification will update LCU’s turn on/shut off policy, and will make all base charges equitable among residential accounts. It also includes verbiage that base charges will be incurred by the Owner of Record in-between rentals.  This policy change is expected to phase-in beginning winter, 2018 after Public Outreach has been conducted. 

*Dissolves existing Resolution 94-06-15, Hardship Program Policy for Connection Fees, and enhances the Manual’s Hardship Program section to include more policy details from the Resolution.  Previously, the hardship policy was duplicated in the form of a resolution and as outlined in the Operations Manual.  Dissolving the resolution and consolidating our hardship policy into the Operations Manual will make it easier for customers to seek and understand our hardship policy.

*Adds verbiage that account deposits can now go on the first month’s bill for both residential and commercial accounts, rather than payment required upfront.   Additionally, if residential accounts sign up for monthly autopay and paperless billing, their deposit requirement will be waived.

*Introduction of LCU’s uniform sewer credits policy, which standardizes deductions for businesses with water meter usage that is not processed through LCU’s sewer system.

*Added “Soft Disconnect” and “Remote Disconnect” language to accommodate Advanced Metering Infrastructure (AMI) account activity monitoring.  Also includes general AMI-related information on meter readings, water conservation/leak detection, etc.  In order to fully utilize the AMI technology and begin to realize the cost savings of our program, certain operational changes will need to be updated to effectively implement the program, such as soft disconnects. 

Public Outreach will be conducted to notify customers of any substantial changes, by mail, email, and on the LCU website.