04-25-2016 BPU RPT 05 - Laserfiche WebLink

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W A T E R I E N E R G Y I L I F E RIVERSIDE PUBLIC UTILITIES 61& Board Memorandum P U B L I C U T I L I T I E S BOARD OF PUBLIC UTILITIES DATE: APRIL 25, 2016 ITEM NO: 5 File ID — 16 -1238 — Discussion SUBJECT: HOMETOWN CONNECTIONS ORGANIZATIONAL ASSESSMENT OF RIVERSIDE PUBLIC UTILITIES ISSUE: The issue for the Board of Public Utilities is to receive and file the Organizational Assessment report from Hometown Connections, a utility services subsidiary of the American Public Power Association (APPA). RECOMMENDATION: That the Board of Public Utilities receive and file the Organizational Assessment by Hometown Connections. BACKGROUND: Hometown Connections is a utility services subsidiary of the American Public Power Association (APPA). APPA is the national service organization representing the nation's more than 2,000 community- and state -owned electric utilities. Since 1998, Hometown Connections has worked with over 800 public power utilities, joint action agencies and state associations across the U.S., giving the staff unique insights into the operations of an enormous variety of public power organizations. Riverside Public Utilities (RPU) engaged Hometown Connections to prepare a review of its electric utility operations, with a focus on areas including: customer service; customer outreach and education; utility programs; power supply; distribution operations; employee safety; governance; strategic planning; rates; administration, accounting and finance; technology; and, human resources. The intent of the report is to assess operational processes within the utility and benchmark against best practices from other public power agencies across the country. The report is not a substitute for a financial audit; that work is currently with national consulting firm Baker Tilly Virchow Krause, LLP under the direction of the City Manager's office. Hometown Connections CEO Tim Blodgett will be present at the workshop to present their findings. Hometown Connections Organizational Assessment Summary of Recommendations Customer Service Recommendations • Evaluate areas within the billing cycle that could potentially reduce the length of the cycle. In particular, investigate the possibility of discontinuing the use of the door hangers and including the late notice on the next month's bill versus a separate mailing. • Continue to investigate methods to change the look and feel of the utility bill as it appears somewhat outdated and not as sophisticated as other similar sized public power systems. Investigate ways to include on the bill historical comparison information such as past usage history and temperature data. • Continue to assess the fully loaded costs of the different forms of utility payments and more aggressively promote those that are more cost effective.