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03-11-2019 BPU RPT 11
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W A T E R E N E R G Y T I F F <br />RIVERSIDE PUBLIC UTILITIES <br />id& Board Memorandum <br />P U B L I C U T I L I T I E S <br />BOARD OF PUBLIC UTILITIES DATE: MARCH 11, 2019 <br />ITEM NO: 11 <br />SUBJECT: SERVICE LEVEL AGREEMENT BETWEEN PUBLIC UTILITIES DEPARTMENT AND <br />CITY MANAGER'S OFFICE OF COMMUNICATIONS <br />ISSUE: <br />Receive an update on the Service Level Agreement between the Public Utilities Department and the City <br />Manager's Office of Communications. <br />RECOMMENDATION: <br />That the Board of Public Utilities receive an update on the Service Level Agreement between the Public <br />Utilities Department and the City Manager's Office of Communications. <br />BACKGROUND: <br />On July 23, 2018, the Board of Public Utilities (Board) approved a Service Level Agreement (SLA) between <br />Riverside Public Utilities (RPU) and the City Manager's Office of Communications (Communications) <br />(Attachment 1). The SLA establishes service commitments from Communications in return for the transfer <br />and funding of five full-time RPU Customer Engagement positions budgeted within Communications. The <br />SLA requires that Communications and RPU Executive Management provide biannual reports to the Board <br />on the status of key performance indicators (KPIs), goals and objectives outlined in the SLA, as well as a <br />summary of all efforts, measurable impacts, and fiscal impacts associated with the SLA. <br />The following biannual report reflects work done by Communications on behalf of RPU for the period <br />July 1, 2018 through December 31, 2018. <br />DISCUSSION: <br />In alignment with Utility 2.0 goals and objectives, Communications has made significant progress in the <br />following key areas: <br />Maior Accomplishments in Q 1 & 02 of Fiscal Year 2018-19 <br />Reliability & Resiliency <br />• Refinement of the outage notification process and outreach efforts while executing an educational <br />campaign to promote digital outage maps and online resources <br />• Significant support and resources for the Riverside Reliability Transmission Project (RTRP) <br />including collateral, video, web, and strategic communications activities <br />
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