[et_pb_section fb_built=”1″ custom_padding_last_edited=”on|tablet” _builder_version=”4.16″ _module_preset=”default” positioning=”none” horizontal_offset_tablet=”” horizontal_offset_phone=”” horizontal_offset_last_edited=”on|tablet” custom_margin=”0px||||false|false” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|desktop” custom_padding=”0px|||0px|false|false” custom_padding_tablet=”|||25px|false|false” custom_padding_phone=”” da_disable_devices=”off|off|off” global_colors_info=”{}” custom_padding__hover_enabled=”on|desktop” theme_builder_area=”post_content” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on” custom_padding__hover=”0px|||0px|false|false”][et_pb_row _builder_version=”4.27.6″ _module_preset=”default” width=”100%” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” max_width=”2560px” sticky_enabled=”0″][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” custom_padding=”||0px|||” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″ custom_margin=”||-81px||false|false” text_font_size=”16px”]<\/p>\n
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Level of\u00a0Service goals can be created for any of the categories presented in the table below.\u00a0Goal categories are meant to help\u00a0your utility\u00a0consider all aspects of the water business when setting goals.<\/span>\u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” custom_margin=”51px||-19px||false|false” hover_enabled=”0″ locked=”off” global_colors_info=”{}” theme_builder_area=”post_content” min_height=”53.8px” text_font_size=”16px” sticky_enabled=”0″]<\/p>\n <\/a><\/p>\n [\/et_pb_text][dvmd_table_maker tbl_column_header_count=”0″ tbl_row_header_count=”0″ tbl_stripes_active=”on” tbl_chead_cell_color=”#2ea3f2″ _builder_version=”4.27.6″ _module_preset=”default” tbl_chead_text_font=”|700|||||||” background_color=”#000000″ hover_enabled=”0″ border_width_all=”2px” border_color_all=”RGBA(0,0,0,0)” global_colors_info=”{}” border_width_all__hover=”2px” border_width_all__hover_enabled=”on|hover” theme_builder_area=”post_content” sticky_enabled=”0″ tbl_tcell_text_font_size=”16px”][dvmd_table_maker_item col_content=”Aesthetics<\/a> Many of these categories overlap<\/span>,<\/span>\u00a0<\/span>and a goal stemming from one will\u00a0<\/span><\/span>likely fit<\/span>\u00a0<\/span>into another. For example, a goal may fall into Drought, Demand Management<\/span>,<\/span>\u00a0<\/span>and Water<\/span>\u00a0<\/span><\/span>Efficiency\/Conservation categories<\/span>. Additionally, since green assets often complement gray assets, the performance of both can be included in a level of service goal<\/span>.\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_toggle title=”Green and Gray Goal Categories” _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n Green asset goals are often centered around functionality\u00a0<\/span><\/span>and\u00a0<\/span><\/span>multiple co-benefits<\/span>,<\/span>\u00a0<\/span>while gray asset goals focus more on capabilities or performance such as water quality or quantity.<\/span><\/span>\u00a0<\/span><\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.6″ _module_preset=”default” width=”100%” hover_enabled=”0″ global_colors_info=”{}” column_structure=”1_2,1_2″ theme_builder_area=”post_content” sticky_enabled=”0″][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_accordion _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″][et_pb_accordion_item _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″ title=”Aesthetics ” open=”on”]<\/p>\n Aesthetic\u00a0goals often include appearance, taste, and smell. While not usually the\u00a0reason gray\u00a0or green\u00a0infrastructure is installed,\u00a0it is often a co-benefit and holds high importance to the community.\u00a0<\/span>\u00a0<\/span><\/p>\n Green infrastructure complements the built environment, softens the appearance of the surrounding surfaces,\u00a0and provides a visual screen. It can also provide relaxation\u00a0space and recreational opportunities.\u00a0As a result of\u00a0aesthetic appeal and opportunity for outdoor recreation,\u00a0property values\u00a0can\u00a0increase\u00a0when larger green infrastructure is installed. Trees and parks are an important part of transforming an urban neighborhood into an inviting, exciting place to live, work,\u00a0and play. However, green infrastructure can just as easily decrease property value, trigger complaints,\u00a0and harm surrounding businesses\u00a0if\u00a0it is not\u00a0maintained\u00a0properly or if it does not fit within the desires of the\u00a0residents. Unkept, clogged,\u00a0or dilapidated green assets negatively\u00a0impact\u00a0those living in a community.\u00a0<\/span>\u00a0<\/span><\/p>\n Gray infrastructure can support efforts to reduce odors and improve taste. Community members often associate taste with the cleanliness of the water. This poses challenges for utilities\u00a0when taste or smell is unavoidable. Setting goals that involve installing, updating, or adjusting gray infrastructure can\u00a0help with reducing\u00a0customer complaints.\u00a0Additionally, community outreach and education goals can help mitigate the negative reaction to \u201coff\u201d tasting or smelling water.<\/span>\u00a0<\/span><\/p>\n Public\u00a0perceptions\u00a0and impact can\u00a0cause widespread loss of confidence in government and\u00a0invite\u00a0sustained adverse media\u00a0attention. Because of the high visibility and popularity, stormwater systems\u00a0should especially consider\u00a0including goals that target aesthetics. These goals should relate to maintenance and community outreach to keep these spaces clean.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” title=” Customer Service ” hover_enabled=”0″ sticky_enabled=”0″ open=”off”]<\/p>\n Customer service is a vital part of the water industry. Departments must consistently respond to customer inquiries in a prompt,\u00a0<\/span><\/span>accurate<\/span>, and professional manner. Customer service goals\u00a0<\/span><\/span>should address the critical factors necessary to improve\u00a0<\/span><\/span>the customer<\/span>\u00a0<\/span>experience. These goals are wide<\/span>–<\/span>ranging and often overlap with other goal categories in this document. Customer service goals address\u00a0<\/span><\/span>appropriate staffing<\/span>,<\/span>\u00a0<\/span>technology improvements focused on improving customer information systems<\/span>,<\/span>\u00a0<\/span>improvement of key business processes<\/span>,<\/span>\u00a0<\/span>customer risks for financial exposure<\/span>,<\/span>\u00a0<\/span>employee training<\/span>,<\/span>\u00a0<\/span>customer responsiveness<\/span>,<\/span>\u00a0<\/span>and customer education<\/span>.\u00a0\u00a0<\/span><\/span>T<\/span>imeliness of response, quality of response, and ease of doing business are critical factors to achieving a good customer experience and\u00a0<\/span><\/span>high levels<\/span>\u00a0<\/span>of customer satisfaction. The Albuquerque Bernalillo County Water Utility Authority set a goal to improve these factors in the 4th Quarter of FY21 by setting the following four call-center targets: 1) Average Wait Time of less than 1:00 minute; 2) Average Contact Time of less than 4:00 minutes; 3) Abandoned Call Ratio of less than 3; and 4) First Call Resolution of greater than 95%.\u00a0<\/span><\/span>When thinking about goals in the customer service category, systems should consider what customers want.<\/span>\u00a0<\/span>Customers\u00a0<\/span><\/span>generally want<\/span>\u00a0<\/span>clean<\/span><\/span>,<\/span><\/span><\/span>\u00a0<\/span>safe<\/span>\u00a0<\/span>water<\/span>,<\/span>\u00a0<\/span>consistent delivery<\/span>\u00a0<\/span>and\u00a0<\/span><\/span>treatment<\/span>,<\/span>\u00a0<\/span><\/span>accurate<\/span>\u00a0<\/span>and prompt bills<\/span>,<\/span>\u00a0<\/span>and to be treated in a professional and courteous manner when they interact with system personnel. Any of these can be turned into goals. Customer service goals are important because customer service failures can lead to loss of\u00a0<\/span><\/span><\/span>goodwill<\/span><\/span><\/span>\u00a0<\/span>and support for the system and potentially impact the willingness to accept future rate increases. A utility bill can be used to communicate not just customer service goals but goals in other categories<\/span>,<\/span>\u00a0<\/span>such as education or\u00a0<\/span><\/span>drought<\/span>.<\/span>\u00a0<\/span><\/span>All water, wastewater<\/span><\/span>,<\/span><\/span><\/span>\u00a0<\/span>and stormwater<\/span>\u00a0<\/span><\/span>systems<\/span>\u00a0<\/span>should set some goals\u00a0<\/span><\/span>related to<\/span>\u00a0<\/span>customer service<\/span>.\u00a0\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” title__hover_enabled=”on|desktop” title=”Demand Management ” hover_enabled=”0″ sticky_enabled=”0″ open=”off” title__hover=”Demand Management “]<\/p>\n Demand management involves a complicated set of choices and requires influencing demand and water use through planning, education, voluntary conservation<\/span><\/span>,<\/span><\/span><\/span>\u00a0<\/span>and water restrictions. Goals for demand management fall into two categories: supply-side response\u00a0<\/span><\/span>and<\/span>\u00a0<\/span>demand-side response. Supply-side response goals relate to finding or developing\u00a0<\/span><\/span>new resources<\/span>.\u00a0<\/span><\/span>A<\/span>reas with limited\u00a0<\/span><\/span>or<\/span>\u00a0<\/span>costly options for finding or developing new water resources\u00a0<\/span><\/span>must resort\u00a0<\/span><\/span>to adopt<\/span>ing<\/span>\u00a0<\/span>demand-side responses. Demand-side response goals relate to more efficient use of the existing supply, voluntary or mandatory water conservation<\/span>,<\/span>\u00a0<\/span>or drought management.\u00a0<\/span><\/span>W<\/span>ater efficiency programs<\/span>\u00a0<\/span>are another type of demand management<\/span>. Setting goals\u00a0<\/span><\/span>for\u00a0<\/span><\/span>some sort of residential water efficiency program can help with demand reduction. Demand management goals will\u00a0<\/span><\/span>likely be<\/span>\u00a0<\/span>a higher priority in areas with water scarcity, like the desert Southwest, or in areas with fast-growing populations. However, any area can\u00a0<\/span><\/span>benefit<\/span>\u00a0<\/span>from household water efficiency programs and goals<\/span>, which can\u00a0<\/span><\/span>benefit<\/span>\u00a0<\/span>both the system and individual customers<\/span>.<\/span><\/span><\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” title=”Drought ” hover_enabled=”0″ sticky_enabled=”0″ open=”off”]<\/p>\n Drought management should not be equated\u00a0<\/span><\/span><\/span>with<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span>demand management, but the two are inextricably linked, and a level of service goal may fall into both categories.\u00a0<\/span><\/span>Almost every<\/span>\u00a0<\/span>state,\u00a0<\/span><\/span>at one time or another, will experience prolonged periods of abnormally dry or unusually hot weather that threatens the availability of water. In wetter areas, these periods are more likely to be short-term and transient in nature, while in\u00a0<\/span><\/span>drier<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span>areas, the trends can be much longer<\/span>\u00a0<\/span><\/span>lasting. Systems will need to set goals to withstand these short- or long-term droughts and their related consequences. During periods of drought<\/span>,<\/span>\n
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Table 1: Level of Service Goals Categories<\/h5>\n
\nCustomer Service<\/a>
\nDemand Management<\/a>
\nDrought<\/a>
\nEducation<\/a>
\nEnergy Efficiency<\/a>
\nEnvironmental<\/a>
\nFinancial<\/a>
\nFunction<\/a>
\nHealth & Safety<\/a>” _builder_version=”4.27.6″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″][\/dvmd_table_maker_item][dvmd_table_maker_item col_content=”Maintenance<\/a>
\nQuality<\/a>
\nRegulatory Requirements<\/a>
\nReliability<\/a>
\nResponse Time<\/a>
\nSocial Considerations<\/a>
\nSustainability<\/a>
\nSystem Management<\/a>
\nWater Efficiency\/Conservation<\/a>
\nWater Loss Control<\/a>” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/dvmd_table_maker_item][\/dvmd_table_maker][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″ text_font_size=”16px”]<\/p>\n