Wednesday, April 23, 2014
PLACERVILLE, CALIFORNIA
99 CENTS

EID Q&A: Measuring performance

By
From page B1 | April 08, 2013 | 3 Comments

A conversation between Mary Lynn Carlton, EID Communications and Community Relations Director, and General Manager Jim Abercrombie regarding EID’s Performance Measurement Program

Can you tell me how EID measures its performance?

Like most businesses, EID measures performance both over time and by comparison to similar utilities. In order to assure that we are providing safe and reliable water and wastewater services at comparable rates, the district’s performance is measured in four primary categories — public health and safety, customer service, efficiency trends and finance. Within these categories, we measure against what we call “Key Performance Indicators.” We compare ourselves to similar utilities such as Placer County Water Agency, Nevada Irrigation District, Tuolumne Utility District, San Juan Water District, Calaveras County Water District, Sacramento Suburban Water District, South Tahoe Public Utility District and Amador Water Agency. We also compare ourselves to standards developed by the American Water Works Association (AWWA), Standard and Poor’s rating agency, U.S. Bureau of Labor Statistics, and other agencies in our field.

Overall, how you do you think EID is doing, when compared to others in our industry?

I am happy to say that I think we’re doing a pretty good job. With a lot of hard work by staff, we’ve been able to improve in these areas over time. As you will see below, we have exceeded in some areas. We still have some work to do in other areas.

Can you share some specific measurements and scores?

Public Health and Safety/2012 Notices of Regulatory Violations

It’s important to provide safe, reliable water and wastewater services, and that’s why we measure the number of regulatory violations we receive and the number of sanitary sewer overflows (SSOs) we experience. We have only had one minor threshold exceedance at Strawberry Water Treatment Plant and we have had zero violations in the wastewater and hydro areas.

2012 sanitary sewer overflows

EID was rated as having one of the best records in our class, according to AWWA, reducing SSOs from 12 per 100 miles of pipe in 2009 to only two per 100 miles of pipe in 2012.

Customer satisfaction

Measuring customer satisfaction is important because we want to make sure we are providing our customers with the best service possible, whether it is answering customers’ questions, repairing broken waterlines, performing a water audit, assisting customers with obtaining grants, or providing high-quality recreational services. In 2012, 89 percent of customers who responded to our survey reported that they are satisfied with their level of service provided.

Efficiency trends

It is important to measure efficiencies in various areas of our business so we can tell if we are being as productive as possible in the way we do our work, whether it is in a technical or a business area. Examples include:

2012 Service Reliability/Minimizing Length of Unplanned Water Outages — Ranked in the top quartile in service reliability based on Associated Water Works Association (AWWA) standards.

2012 Number of Accounts Serviced per Employee — 290 accounts serviced per employee (second best among similar agencies).

Financial

Measuring our financial indicators is important because it tells us whether we are at or below the median average monthly billing rate of other agencies in our area, as that is where we strive to be. We want to make sure we always maintain a great credit rating, so that those who rate our bonds will see use as a credible agency and provide us with lower interest rates. Here are some examples of our results:

2012 Regional Bill Comparisons (see charts on our website)

  • Water — Monthly cost in lowest third of similar neighboring utilities.
  • Wastewater — Monthly cost at midpoint of similar tertiary treatment facilities.

2012 Debt to Total Asset

  • Falls in the “moderate” range for utilities, per Standard & Poor’s, including the significant infrastructure replacement program.

Debt Service Coverage

  • In 2012 Standard & Poor’s raised EID’s credit rating from A to A+, and Moody’s re-affirmed our A1 rating.

Other details of our Performance Measure Plan may be viewed on our Website at eid.org.

What steps do you take to ensure that EID does not slip in its performance, and strives to improve even more?

We have performance measures embedded in every employee’s performance goals and objectives. These individual performance goals support the district’s overall goals. Employees, by nature, like to meet or exceed their own performance goals, and it is very important that they are tied together.

Is this information communicated to the Board, ratepayers and other stakeholders?

Yes, I provide an annual report and presentation to the Board of Directors and to the general public during a board meeting.

Mary Lynn Carlton

LEAVE A COMMENT

Discussion | 3 comments

  • Richard AzevedoApril 07, 2013 - 5:17 pm

    While I find staff to be professional, EID recycling water policies are rigid, excessive and impractical. Policy should restrict itself with preventing cross contamination with potable water.

    Reply | Report abusive comment
  • Carol LouisApril 07, 2013 - 7:55 pm

    When EID spends this much time PR spinning- it makes me wonder what they're trying to cover up? If EID spends this much energy and money telling all how wonderful they are, taking people on tours and having Ms. Carlton attack rate payers when they voice their concerns, there's something wrong. The real indignation is that we the ratepayers are paying for the spin machine.

    Reply | Report abusive comment
  • Ernie LouisApril 08, 2013 - 10:51 am

    Don't forget to vote for new EID Board Directors who will respond to ratepayers needs. Ernie Louis

    Reply | Report abusive comment
.

News

Herard over the back fence: Try fishing at Wakamatsu

By Bob Billingsley | From Page: B1

 
Downtown group coordinates painting, awnings

By Wendy Schultz | From Page: A1

 
More mountain lion sightings reported

By Dawn Hodson | From Page: A1, 8 Comments

Supervisor Nutting trial begins

By Cole Mayer | From Page: A1, 73 Comments | Gallery

 
Sanford murder case to jury

By Cole Mayer | From Page: A1 | Gallery

 
Gearing tax questions to correct office saves time

By Treasurer-Tax Collector | From Page: A3

.

Opinion

My turn: More than a buzzword

By Special to the Democrat | From Page: A4, 24 Comments

 
Building restored

By Mountain Democrat | From Page: A4

 
Outstanding dog

By Mountain Democrat | From Page: A4

.

Letters

National Day of Prayer

By Letters to the Editor | From Page: A5, 2 Comments

 
‘Parents, be afraid’ letter

By Letters to the Editor | From Page: A5, 23 Comments

Ukranian situation

By Letters to the Editor | From Page: A5, 4 Comments

 
Misquote

By Letters to the Editor | From Page: A5, 9 Comments

Altshuler framing

By Letters to the Editor | From Page: A5, 9 Comments

 
.

Sports

Pitching the ‘Root’ cause of Trojans’ victory

By Mike Bush | From Page: A6 | Gallery

 
Pedal power at the forefront next month

By Jerry Heinzer | From Page: A6 | Gallery

Outside with Charlie: Transitioning

By Charlie Ferris | From Page: A6

 
Sports Scene: April 22, 2014

By Democrat Staff | From Page: A7

Roundup: April 22, 2014

By Democrat Staff | From Page: A7

 
.

Prospecting

4-H’ers star at showcase

By Dawn Hodson | From Page: B1 | Gallery

 
At a glance: Look for fireballs

By Mimi Escabar | From Page: B2, 1 Comment

Authors to share their stories

By Pat Lakey | From Page: B2, 2 Comments

 
Church to host human trafficking conference

By Pollock Pines | From Page: B3

Grow For It! Flower of Easter

By Barbara Schuchart | From Page: B5

 
.

Essentials

Crime Log: April 1-3

By Cole Mayer | From Page: A2

 
Weather stats 4-22-14

By Michael Raffety | From Page: A2

Building permits 4/7-11/2014

By Michael Raffety | From Page: A2

 
.

Obituaries

Bobby Lloyd Bridges

By Contributor | From Page: A2

 
Harry Frank Harper

By Contributor | From Page: A2, 6 Comments

Marion “Wayne” Griswold

By Contributor | From Page: A2

 
.

Real Estate

.

Comics

Rubes

By Contributor | From Page: A8

 
New York Times Crossword

By Contributor | From Page: A8

Flying McCoys

By Contributor | From Page: A8

 
Speed Bump

By Contributor | From Page: A8

Tundra

By Contributor | From Page: A8

 
Horoscope, Thursday, April 24, 2014

By Contributor | From Page: A8

Horoscope, Wednesday, April 23, 2014

By Contributor | From Page: A8

 
Working It Out

By Contributor | From Page: A8

TV Listings

By Contributor | From Page: A8

 
Shoe

By Contributor | From Page: A8

Sudoku

By Contributor | From Page: A8