ACTION REQUESTED:
Title
Communication from the City Manager and the Public Works Director with a Request to APPROVE a CONTRACT Extension, in the Amount of $15,000.00, with STRAIGHT FORWARD for a STORMWATER UTILITY CALL CENTER, for a Total Amount Not to Exceed $30,000.00.
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BACKGROUND: The stormwater utility was passed December 5, 2017. The stormwater utility went into effect on June 1, 2018. The City mailed an educational booklet to the entire customer database in June explaining the stormwater utility. The City is split into three billing cycles. The first bills for Cycle 1 went out in July, Cycle 2 in August and Cycle 3 in September. A few weeks before the Cycle 2 and 3 bills were sent, a postcard reminder that the stormwater utility bills would be coming were sent to the customers. Each of these outreach efforts have given the customers the website and phone number to call to get more information. We were estimating that we would get a large number of phone calls based on what was experienced during the rollout of the garbage bills. The City has been addressing these calls by using a local call center. The Public Works phone numbers and the phone number listed on the bill are going to the call center.
The Straight Forward call center is located and staffed in Peoria. The call center answers the call and helps the customer if possible. If they are unable to resolve the issue, an example would be changing account information, the call centers sends the information to Public Works. Public Works and Finance resolve the issues.
The call center has been operating since the beginning of June and has handled over 2,250 calls as of the end of August. Based on the call volume we would like to keep the call center through the end of December. Staff will evaluate the call volume as customers receive their second bill and determine how long the call center is needed.
FINANCIAL IMPACT: The stomrwater utility funds will pay for the call center.
NEIGHBORHOOD CONCERNS: N/A
IMPACT IF APPROVED: A call center will be available for Peoria customers to receive information about the stormwater utility and their stormwater utility bills.
IMPACT IF DENIED: A call center will not be available, and current City staff will handle the calls. Current staff is already very busy and these additional calls will likely not be addressed in a timely manner.
ALTERNATIVES: Hire additional public works staff to address customer service for the stormwater utility.
EEO CERTIFICATION NUMBER: Straight Forward has EEO number 03482-190630.
WHICH OF THE GOALS IDENTIFIED IN THE COUNCIL’S 2017 - 2032 STRATEGIC PLAN DOES THIS RECOMMENDATION ADVANCE?
1. Financially Sound City
2. Not applicable.
3. Not applicable.
WHICH CRITICAL SUCCESS FACTOR(S) FROM THE COMPREHENSIVE PLAN DOES THIS RECOMMENDATION IMPLEMENT?
1. Have an efficient government.
2. Not applicable.
3. Not applicable.
DEPARTMENT: Public Works