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Strategic Business Plan mmi; City of Las Cruces MOUNTAINS OF OPPORTUNITY Las Cruces Utilities Department Strategic Business Plan Mission Statement The mission of the Las Cruces Utilities Department is to provide natural gas,water, wastewater, and solid waste services to ratepayers, so they can enjoy a safe, healthy, and productive environment. Issue Statements Issue 1 The aging condition of the City's utilities services infrastructure including natural gas, water, wastewater, and solid waste, combined with a lack of a strategic replacement plan, if not addressed, will result in: • An increase in line breaks and failures. • Overall increased disruption of utilities services. • Increased risk to public safety and health. • Increased utility rates due to the increased frequency and cost of emergency repairs. • Increased disruption of traffic due to an inability to plan and execute projects. Issue 2 The lack of compliance with water conservation ordinances and regulations by institutions including public schools, hospitals, and the City of Las Cruces, if not addressed will result in: • Increased amounts of wasted water running down the streets. • Increased cost of water to ALL customers due to wasteful practices. • Some institutions not setting an example of conserving water. Issue 3 The current regional water conflict between Texas v. New Mexico and Colorado regarding water allocations from the Rio Grande, if not resolved successfully for the City of Las Cruces will result in: • Increased water rates directly affecting customer's ability to pay utility bill. • Unknown federal control over our water. • Historic water planning becoming null and void. • Potential limits on personal and business water consumption. • Limits on economic development due to regulatory restrictions and cost of water. NOTE: ISSUE STATEMENT#3, IT IS NOT ALIGNED TO A STRATEGIC RESULT, BUT IT IS CRUCIAL TO COMMUNICATE AS PART OF THE PLAN. Issue 4 The lack of an effective Las Cruces Utilities Communications Plan for customers, if not addressed will result in: • An increased risk of customers not calling in potential emergency situations. • Lower community participation at public input events. • A lack of understanding of services provided by the department and the corresponding value of those services. Issue 5 The continued inability to recruit, develop, and retain a qualified workforce which, if not addressed will result in: • Decreased ability to meet demand or growth resulting in extended service interruptions and delayed response to customer issues. • Increased probability of damage to private property and public infrastructure. • Increased risk to public health and safety including serious illness. • An increased need to outsource services. • Loss of consumer confidence in the department and City government. Issue 6 The continued unmet demand for natural gas service and the failure to expand the natural gas service territory, if not addressed,will result in: • Limited energy choices for customers (propane or electric). • Higher residential energy costs. • A negative perception of the department's ability to service customers. • A missed opportunity to lower customer energy costs. • Lost revenue and market share opportunities. Issue 7 The increasing population and its demand on our resources, coupled with same-day service policies that have been implemented without corresponding increases in resources, if not addressed,will result in: • Delays in reactivation of services after a line break or termination of services. • Delays in new activation of services. • Delays in customer service. • Decreased ability to provide overall quality services to the customer. • Increased customer frustration and dissatisfaction. • Greater risk to public safety. 2 Issue 8 The lack of timely and effective internal support from Fleet, HR, and IT, if not addressed, will result in: Fleet: • Increased costs associated with renting equipment due to extended delays in repairs. • Excessive delays for simple preventative maintenance. • Increased costs due to lack of heavy and specialized equipment mechanics. H R: • Excessively long hiring process. • Ratio of analyst to hiring manager is inadequate. • Some associates are overworked due to vacancies. • Inability to hire best and most qualified personnel due to non-flexibility with education vs. experience. • Inability to recommend entrance pay. • HR dictating process instead of what we need. IT: • Network outages lowers the ability of providing quality customer service for utilities customers. • Slow response to work orders reduces productivity. • Upgrades without prior testing causing slow and loss of connectivity in Utilities facilities. • Inadequate process to review and approve outside software lowers productivity of Utilities associates. • Upgrades to server knocks out Supervisory Control And Data Acquisition (SCADA) and jeopardizes system operations. • Slower connectivity in Utilities facilities. 3 Strategic Results Strategic Result 1 Looking ahead to the next half century, Las Cruces ratepayers can be assured that critical infrastructure and equipment necessary for the delivery of essential utilities services including natural gas, water,wastewater, and solid waste services, will be replaced, and maintained on schedule, as evidenced by: • By July 1, 2019, replacement and rehabilitation of critical water well infrastructure will begin. • By July 1, 2021, rehabilitation of water reservoirs' infrastructure will begin. • By July 1, 2021, critical water pipeline infrastructure replacement will begin. • By July 1, 2021, critical high-pressure natural gas line infrastructure replacement will begin. • By July 1, 2022, replacement and rehabilitation of essential solids handling infrastructure will begin. • By July 1, 2022, critical low-pressure natural gas line infrastructure replacement will begin. • By July 1, 2022, critical wastewater collection system replacement and rehabilitation will begin. • By July 1, 2023,year over year solid waste equipment and vehicles will be replaced on schedule. Aligned with Issue Statements 1, 7, 8 Strategic Result 2 The Las Cruces Utilities Department will be viewed and treated as a customer by the City's central support functions as evidenced by: • By July 2019, regular Fleet preventative maintenance will be completed within three hours. • By July 2019, a Human Resources function within the Las Cruces Utilities Department will be established. • By January 1, 2020, 60% Las Cruces Utilities Department vacancies will be filled within 6 weeks of date of request. • By January 1, 2020, a streamlined promotion process within Las Cruces Utilities Department programs will be established. • By July 2020, 95%of the training support necessary for certification will be provided to the Las Cruces Utilities Department. • By July 1, 2020, Las Cruces Utilities will implement a Succession Plan at all levels within department. • By 2022, 75%vehicle repairs will be completed within one week. Specialized equipment will be repaired within two weeks. Aligned with Issue Statements 5, 8 4 Strategic Result 3 Las Cruces ratepayers will continue to benefit from the department's safe utility practices and contribute to recycling and green waste best practices that help maintain their utility infrastructure as, evidenced by: • By February 2019,the Las Cruces Utilities Board (Utilities Board)will review an action plan to implement the 40-year water plan over the next five years through 2024. • Beginning in 2020, 85%annual survey respondents will report that they know who to call or what to do when they smell natural gas. • Beginning in 2020, 85%annual survey respondents will report that they know what materials they should and should not put down their drain or flush. • By 2020,the Las Cruces Utilities Department will increase its intake of green waste tonnage by 7%from 2,800 tons to 3,000 tons. • By 2020, 20%institutional customers will reduce their water usage by an average of 2% following the program's outreach intervention. • By 2020, all restaurant businesses that fail their inspection due to fat, oil, and grease disposal will be reduced by 50%from 52 to 26. • By 2020, diversion rates of all recyclable waste will be maintained at an average rate of 23%or higher. Aligned with Issue Statements 2, 4 Strategic Result 4 An increasing proportion of ratepayers located within the Las Cruces Utilities Department's service area will reduce their energy costs, and the Las Cruces Utilities Department will maximize its share of the natural gas market, as evidenced by: • By December 2020, 80%developed areas in the northeast natural gas service area will have natural gas services available (east of 1-25, north of Westmoreland). • By 2023, 70% residents will live in areas that are served by natural gas. • By 2023, 15%additional natural gas customers will be serviced through the Las Cruces Utilities Department. • Beginning in 2023,the average size square foot home will save$798.00 annually when moving from propane to natural gas. Aligned with Issue Statements 4, 6 5 Strategic Result 5 High Performing Organization • Beginning in 2019, 100%of department associates will know what is expected of them and how they align and contribute to the goals of the department as evidenced by their annual work plans and performance conversations being aligned with the department Strategic Business Plan. • By 2019, 75%of City departments and agency partners will say they have a positive collaborative relationship with the Las Cruces Utilities Department that assists them in furthering their mission. • By 2020, 80%of board, commission, and City Council members will report that they receive the information they need to make informed decisions. Issue Statement Alignment 1, 2, 4, 5, 6, 7, 8 6 Department Organization 1. Line of Business: Office of the Director • Program: Administration 2. Line of Business:Natural Gas Operations and Maintenance • Program: Natural Gas Administration • Program: Natural Gas Construction and Maintenance • Program: Natural Gas Corrosion • Program: Natural Gas Locating and Mapping • Program: Natural Gas Pressure and Service 3. Line of Business: Water Operations and Maintenance • Program: Water Administration • Program: Water Line Maintenance • Program: Water Production • Program: Water Meters Valves Hydrants 4. Line of Business: Wastewater Operations and Maintenance • Program: Wastewater Administration • Program: Wastewater Line Maintenance • Program:Jacob Hands Wastewater Treatment Facility • Program: West Mesa Industrial Park Wastewater Treatment Facility • Program: East Mesa Wastewater Reclamation Facility 5. Line of Business:Solid Waste Collections • Program: Solid Waste Administration • Program: Solid Waste Residential Collections • Program: Solid Waste Commercial Collections • Program: Solid Waste Fleet 7 6. Line of Business: Utilities Environmental • Program: Water Conservation • Program: Solid Waste Green Waste, Compost, and Recycling • Program: Griggs Walnut 7. Line of Business: Customer Engagement • Program: Customer Outreach • Program: Customer Central • Program: Utilities Billing and Receivables • Program: New Connections • Program: Meter Reading • Program: Utilities Dispatch • Program: Field Services 8. Line of Business:Revenue and Financial Reporting • Program: Rate and Economic Analysis • Program: Utilities Warehouse • Program: Utilities Building Administration • Program: Utilities Business Services Administration 9. Line of Business:Regulatory Compliance and Training • Program: Regulatory and Compliance • Program: Water Quality Laboratory • Program: Industrial Pollution Prevention • Program: Foothills Landfill Closure Post-Closure • Program: Utilities Training 10. Line of Business: Utilities Support and Project Management • Program:Technical Support • Program: SCADA 8 Lines of Business& Key Results Line of Business: Office of the Director Purpose The purpose of the Office of the Director line of business is to provide Statement leadership for the Las Cruces Utilities Department and policy implementation services to Associates, the Utilities Board, City Manager's Office, and City Council so they can better understand the utilities services offered, expand utilities services, make well-informed decisions, and support the growth of the local economy. Key • Beginning in 2019, 100%department associates will know what is Results expected of them and how they align and contribute to the goals of the department as evidenced by their annual work plans and performance conversations being aligned with the department Strategic Business Plan. • By 2019, 75%City departments and agency partners will say they have a positive collaborative relationship with the Las Cruces Utilities Department that assists then in furthering their mission. • By 2020, 80%of board, commission, and City Council members will report that they receive the information they need to make informed decisions. Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Key • By 2023, 70%residents will live in areas that are served by natural gas. Results Line of Business: Water Operations and Maintenance Purpose The purpose of the Water Operations and Maintenance line of business is Statement to provide water to ratepayers, so they can experience reliable and sustainable water utilities. Key • By February 2019,the Utilities Board will review an action plan to Results implement the 40-year water plan over the next five years through 2024. • By July 1, 2019, replacement and rehabilitation of critical water well infrastructure will begin. • By July 1, 2021, rehabilitation of water reservoirs' infrastructure will begin. • By February 2024, graduated interns will be assigned to full time positions. 9 Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Key • 97% Gallons of recycled water resources that are safe for human Results contact. Line of Business:Solid Waste Collections Purpose The purpose of the Solid Waste Collections line of business is to provide Statement solid waste services to ratepayers so they can experience reliable and sustainable solid waste service. Key • By July 1, 2023,year over year solid waste equipment and vehicles Results will be replaced on schedule. Line of Business: Utilities Environmental Purpose The purpose of the Utilities Environmental line of business is to provide Statement environmental services to ratepayers and surrounding communities so they can experience reliable and sustainable utilities. Key • By 2020,the Las Cruces Utilities Department will increase its intake of Results green waste of tonnage by 7% (from 2,800 tons to 3,000 tons). • By 2020, diversion rates of all recyclable waste will be maintained at an average rate of 23%or higher. • By 2020, 20% institutional customers will reduce their water usage by an average of 2%following the department's outreach intervention. Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Key • 50% Program participants surveyed who report that they will use the Results information gained from customer outreach. 10 Line of Business:Revenue and Financial Reporting Purpose The purpose of the Revenue and Financial Reporting line of business is to Statement provide rates, economic analysis, and financial reporting services to Las Cruces Utilities programs, so they can be adequately funded. Key • LCU rates will be evaluated every four years or less to ensure utility Results rates are reasonable and provide adequate revenue. Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance and training to Las Cruces Utilities programs, so they can operate within state and federal requirements, and be technically proficient. Key • 90% Inspections that do not result in findings or violations. Results • 80%Associates who achieve a certification required for their job. Line of Business: Utilities Support and Project Management Purpose The purpose of the Utilities Support and Project Management line of Statement business is to provide engineering, design, construction, analysis, reporting, monitoring, and public outreach services to city departments, developers, and the public, so they can develop, construct, operate, and experience reliable and cost-effective utilities infrastructure. Key • 90% Projects completed on time and within budget. Results 11 Programs Line of Business: Office of the Director Purpose The purpose of the Office of the Director line of business is to provide Statement leadership to the Las Cruces Utilities Department and policy implementation services for Associates,the Utilities Board, City Manager's Office, and City Council so they can better understand the utilities services offered, expand utilities services, make well-informed decisions, and support the growth of the local economy. Program:Administration Program The purpose of the Administration program is to provide leadership to the Purpose Las Cruces Utilities Department and policy implementation services for Statement Associates the Utilities Board, City Manager's Office, and City Council so they can better understand the utilities services offered, expand utilities services, make well-informed decisions, and support the growth of the local economy. Family of Results Measures • Beginning in 2019, 100%department associates will know what is expected of them and how they align and contribute to the goals of the department as evidenced by their annual work plans and performance conversations being aligned with the department Strategic Business Plan. • By July 2019, regular Fleet preventative maintenance will be completed within three hours. • By July 2019, a Human Resources function within the Las Cruces Utilities Department will be established. • By the end of 2019, 75%City departments and agency partners will say they have a positive collaborative relationship with the Las Cruces Utilities Department that assists them in furthering their mission. • By January 1, 2020, 60% Las Cruces Utilities Department vacancies will be filled within six weeks of date of request. • By 2020, 80%of board, commission, and City Council members will report that they receive the information they need to make informed decisions. • By 2022, 75%vehicle repairs will be completed within one week. Specialized equipment will be repaired within two weeks. • 80% Local businesses and prospective businesses who report that the Utilities provided support to their current or new businesses. • # Utility hook-ups to newly constructed homes and businesses. • % Expansion of utilities services.* * = Establish baseline Outputs • # Utilities Board, City Council, and Committee participation. 12 • # Budget presentations provided. • # Marketing Surveys distributed. Demands • # Utilities Board, City Council, and Committee participation and presentations expected to be requested. Efficiencies • N/A Program Services • Administration Telephone • Marketing Surveys and Reports Inquiry Responses • Meeting Set Ups • Administration Website Update • Natural Gas Procurements Request Responses • New Associates Trainings • Annual Report • Personnel Recommendations • Budget Presentations • Policy Decisions • City Council Resolutions • Professional Representations • City Hall Delivery Request and Memberships: Responses o American Public Gas • Communications Association • Contract Approvals o American Public Works • Copy and Printer Paper Association Request Responses o American Society of Civil • Director's Schedule Request Engineers Responses o American Water Works • Director's Signature Request Association Responses o International City/County • Document Reviews Management Association • Executive Management • Strategic Business Plans Trainings • Utilities Board Resolutions • Grievance Resolutions • Utilities Board and Capital • Interview Schedules Improvements Advisory • Job Application Reviews Committee Staffing's • Job Description Studies • Utilities Board and Capital • Job Offer Letters Improvements Advisory • KUDOS Closet Award Committee Agendas and Responses Agenda Packets • Las Cruces Utilities Promotional • Utilities Board and Capital Items (Give-A-Ways) Improvements Advisory • Legal Representations Committee Audited Meeting • Litigation Information Minutes Responses • Utilities Board, Council, and • Loudermill Hearing Committee Participation and Recommendations Presentations • Mail Deliveries 13 Manager Dr. Garcia Program Budget 14 Programs Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Program:Natural Gas Administration Program The purpose of the Gas Administration program is to provide direction and Purpose resources for the operation and maintenance of the natural gas system and Statement maintain a master plan of the infrastructure assets to provide natural gas delivery services to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Family of Results Measures • Beginning in 2023,the average size square foot home will save $798.00 annually when moving from propane to natural gas. • 100% Maximum Allowable Operating Pressure (MAOP)verification of transmission line. • 33% Update Natural Gas Master Plan. • 10% MAOP verification of distribution. • 15% Propane customers switched to natural gas (northeast area). Outputs • # Natural gas conversion from propane completed (northeast area) residents. • # Natural gas line miles of MAOP verification completed. Demands • # Natural gas conversion from propane expected to be required. • # Natural gas line miles of MAOP verification expected to be required. Efficiencies • $ Program expenditure per Natural Gas Main Line Extensions. Program Services • Cost Damage Reports • Natural Gas Main Line • Cost Estimates Extensions • Customer Inquiry Responses • New Development Final • Emergency Alert Notifications Inspections • MAOP Verifications • New Development Plan • Master Plan Updates Reviews • Natural Gas Line Inspection Notifications 15 Manager Lucio Garcia Program Budget 16 Programs Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Program:Natural Gas Construction and Maintenance Program The purpose of the Natural Gas Construction and Maintenance program Purpose is to install and maintain all underground natural gas infrastructure to Statement provide natural gas delivery services to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Family of Results Measures • By December 2020, 80%developed areas in the northeast natural gas service area will have natural gas services available (east of 1-25, north of Westmoreland). • By July 1, 2021, critical high-pressure natural gas line infrastructure replacement will begin. • By July 1, 2022, critical low-pressure natural gas line infrastructure replacement will begin. • By 2023, 15%additional natural gas customers will be serviced through the Las Cruces Utilities Department. • By 2023, 70%residents will live in areas that are served by natural gas. • 90%Construction and Maintenance program work orders completed within five business days. Outputs • # Natural gas emergency responses to repair or replace above and below ground damages and leaks. • # Natural gas main line extensions completed. • # Natural gas main line and service line replacements completed. • #Supervisors injury or damage reports completed for Construction and Maintenance program staff. Demands • # Natural gas emergency responses to repair or replace above and below ground damages and leaks expected to be required. • # Natural gas main line extensions expected to be required. • # Natural gas main line and service line replacements expected to be required. 17 • #Supervisors injury and damage reports for Construction and Maintenance program staff expected to be required. Efficiencies • $ Program expenditure per Natural Gas Main Line Extensions. Program Services • Customer Inquiry Responses • Natural Gas Main Line • Natural Gas Deliveries Replacements • Natural Gas Emergency • Natural Gas Regulator Station Responses Fabrications • Natural Gas Excess Flow Valve • Natural Gas Service Line (EFV) Installations Connections • Natural Gas Line Inspection • Natural Gas Service Line Notifications Replacements • Natural Gas Line Repairs • Supervisors Injury or Damage • Natural Gas Main Line Reports Extensions Manager Pete Duran Program Budget 18 Programs Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Program:Natural Gas Pressure and Service Program The purpose of the Natural Gas Pressure and Service program is to Purpose maintain natural gas system pressures and all above ground natural gas Statement infrastructure to provide natural gas delivery services to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Family of Results Measures • By 2023, 15%additional natural gas customers will be serviced through the Pressure and Service program. • 0.5% Natural gas system above ground line leaks resulting in injury or property damage. • 5%Customers who have service interruptions due to above ground failures. • 90% Pressure and Service program work orders completed within five business days. Outputs • # Natural Gas emergency responses as first responder through dispatch. • # Red tags delivered. • #Supervisors injury or damage reports completed for Pressure and Service program staff. Demands • # Natural Gas emergency responses as first responder through dispatch expected to be required. • # Red tags expected to be delivered. • #Supervisors injury and damage reports for Pressure and Service program staff expected to be required. Efficiencies • $ Program expenditures per Natural Gas emergency response. Program Services • Critical Valve Maintenance • Natural Gas Odorizations • Customer Inquiry Responses • Natural Gas Patrol Finding • Emergency Alert Notifications Notifications 19 • Natural Gas Deliveries • Install, Maintain, and Operate • Natural Gas Emergency Natural Gas Regulator Stations Responses • Natural Gas Relights • Natural Gas Leak Repairs • Natural Gas Service Line • Natural Gas Leak Survey Connections Findings • Natural Gas System Purging • Natural Gas Meter • Red Tags Calibrations • Red Tag Follow-ups • Natural Gas Meter • Supervisors Injury or Damage Installations Reports • Natural Gas Meter Replacements Manager Andy Sanchez Program Budget 20 Programs Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Program:Natural Gas Corrosion Program The purpose of the Natural Gas Corrosion program is to provide cathodic Purpose protection to maintain the integrity of the natural gas steel pipeline Statement infrastructure,so ratepayers and surrounding communities can experience a safe and dependable supply of natural gas. Family of Results Measures • 90%Corrosion program work orders completed within five business days. • 0.5%Natural Gas system line leaks due to mechanical fitting or corrosion effects failures resulting in injury or property damage. Outputs • # Natural Gas Emergency Responses to line hits to repair coating,test wires or boxes and pipeline inspection. • #Supervisors Injury or Damage Reports completed for Corrosion program. Demands • # Natural Gas emergency responses to line hits to repair coating,test wires or boxes and pipeline inspection expected to be required. • #Supervisors injury and damage reports for Corrosion program expected to be required. Efficiencies • $ Program expenditure per Corrosion response. Program Services • Customer Inquiry Responses • Natural Gas Line Inspection • Natural Gas Emergency Notifications Responses • Natural Gas Patrol Finding • Natural Gas Leak Repairs Notifications • Natural Gas Leak Survey • Supervisors Injury or Damage Findings Reports Manager Pete Duran Program Budget 21 Programs Line of Business:Natural Gas Operations and Maintenance Purpose The purpose of the Natural Gas Operations and Maintenance line of Statement business is to provide natural gas to ratepayers and surrounding communities, so they can experience a safe and dependable supply of natural gas. Program:Natural Gas Locating and Mapping Program The purpose of the Natural Gas Locating and Mapping program is to Purpose identify and protect underground gas infrastructure services to ratepayers, Statement developers, contractors, engineers, other facility owners, and the general public, so they can rely on a safe and dependable supply of natural gas. Family of Results Measures • 5%Customers who have service interruptions due to line hits by first, second, and third-party damages. • 2% Inaccurate marking from locate request. • 90% Locating and Mapping program work orders completed within five business days. Outputs • # Natural Gas emergency responses for emergency locates and underground damage investigation. • #Supervisors injury or damage reports completed for Locating and Mapping program. Demands • # Natural Gas emergency responses for emergency locates and underground damage investigation expected to be required. • #Supervisors injury and damage reports for Locating and Mapping program expected to be required. Efficiencies • $ Program expenditure per gas line locate. Program Services • Customer Inquiry Responses • Natural Gas Line Locates • Damage Investigations • Line Locate Excavations • Natural Gas Emergency • Supervisors Injury or Damage Responses Reports • Natural Gas Infrastructure GPS Manager Joe Atencio Program Budget 22 Programs Line of Business: Water Operations and Maintenance Purpose The purpose of the Water Operations and Maintenance line of business is Statement to provide water to ratepayers, so they can experience reliable and sustainable water utilities. Program: Water Administration Program The purpose of the Water Administration program is to provide water Purpose planning and adequate staff to provide aquifer-sourced and reclaimed Statement water delivery services to ratepayers, so they can enjoy safe and reliable drinking water and high-quality reclaimed water resources. Family of Results Measures • By February 2019,the Utilities Board will review an action plan to implement the 40-year water plan over the next five years through 2023. • By February 2023, 100%graduated interns will be assigned to full time positions within the Utilities Department. Outputs • # Interns graduated with Associate Degree in Water Technology. Demands • # Interns expected to graduate with Associate Degree in Water Technology. Efficiencies • $ Program expenditures per graduated intern. Program Services • 40-Year Water Plan Updates • New and Rehabilitation Plan • Customer Education Sessions Reviews • Fire Department Consultations • Telephone Inquiry Responses • In-Person Customer • Utilities Internship Program Notifications Management Processes • Media Based Customer • Water Facilities Tours Notifications Manager Adrienne Widmer Program Budget 23 Programs Line of Business: Water Operations and Maintenance Purpose The purpose of the Water Operations and Maintenance line of business is to Statement provide water to ratepayers, so they can experience reliable and sustainable water utilities. Program: Water Line Maintenance Program The purpose of the Water Line Maintenance program is to provide delivery Purpose system maintenance services to ratepayers, so they can enjoy safe and Statement reliable drinking water and high-quality reclaimed water resources. Family of Results Measures • By July 1, 2021, critical water pipeline infrastructure replacement will begin. • 10%of Water customers who experience an unplanned interruption of service of 90 minutes or longer. Outputs • # Leaking service replacements completed. Demands • # Leaking service replacements expected to be requested. Efficiencies • Program expenditures per service line replacement. Program Services • Backflow Prevention Devices • Residential Water Quality • Customer Education Sessions Checks • Fire Flow Tests • Telephone Inquiry Responses • In-Person Customer Notifications • Water Deliveries • Media Based Customer • Water Leak Responses Notifications • Water Main Line Repairs • New and Rehabilitation Project • Water Plugged Services Re- Plan Reviews Taps • New and Rehabilitation Project • Water Pressure Checks Final Inspections • Water Quality Flushings • New Water Service Connections • Water Service Calls • Reclaimed Water Deliveries • Water Service Line Relocations • Reclaimed Water Line • Water Service Line Maintenance Replacements Manager Ronald Borunda Program Budget 24 Programs Line of Business: Water Operations and Maintenance Purpose The purpose of the Water Operations and Maintenance line of business is Statement to provide water to ratepayers, so they can experience reliable and sustainable water utilities. Program: Water Production Program The purpose of the Water Production program is to provide aquifer- Purpose sourced water production services to ratepayers,so they can enjoy safe and Statement reliable drinking water. Family of Results Measures • By July 1, 2019, replacement and rehabilitation of critical water well infrastructure will begin. • By July 1, 2021, rehabilitation of water reservoirs' infrastructure will begin. • Zero incidents of water born illnesses from City of Las Cruces water. Outputs • # Billion gallons of clean drinking water produced. Demands • # Billion gallons of clean drinking water expected to be requested. Efficiencies • $ Program expenditures per 1,000 gallons of clean drinking water produced. Program Services • Customer Education Sessions • Water Facilities Tours • Fire Department Consultations • Water Gallons Produced • Fire Flow Tests • Water Pressure Checks • Media Based Customer • Water Tank Inspections Notifications • Water Wells • Pressure Reduction Valve • Water Well, Booster,Tank Installation and Maintenance Project Final Inspections • Residential Water Quality • Water Well, Booster,Tank Checks Project Plan Reviews • Routine Flushings • Water Well Maintenance • Telephone Inquiry Responses Services • Water Deliveries • Water Well Tests • Water Disinfections Manager Pascual Rodriguez Program Budget 25 Programs Line of Business: Water Operations and Maintenance Purpose The purpose of the Water Operations and Maintenance line of business is Statement to provide water to ratepayers, so they can experience reliable and sustainable water utilities. Program: Water Meters Valves Hydrants Program The purpose of the Water Meters, Valves, and Hydrants program is to Purpose provide control and fire protection infrastructure to ratepayers, so they Statement can enjoy safe and reliable drinking water and high-quality reclaimed water resources. Family of Results Measures • 25%of all fire hydrants will be inspected per year. • 25%of all water distribution valves will be inspected per year. • 80%of all new meter requests will be completed within two business days. Outputs • #Valves replaced. • # Hydrants replaced. • # New meters installed. Demands • #Valves expected to be replaced. • # Hydrants expected to be replaced. • # New meters expected to be requested. Efficiencies • $ Program expenditures per meter installed. Program Services • Customer Education Sessions • Telephone Inquiry Responses • Fire Department Consultations • Water Deliveries • Fire Hydrant Repairs • Water Main Line Repairs • Fire Hydrant Replacements • Water Meter and Box • Fire Hydrant Tests Installations • In-Person Customer • Water Meter and Box Notifications Replacements • Media Based Customer • Water Meter Tests Notifications • Water Service Line Relocations • New and Rehabilitation Project • Water Service Line Final Inspections Replacements • Water Valve Exercises 26 • New and Rehabilitation Project • Water Valve Replacements Plan Reviews • Water, Reclaimed Water, and • Plugged Water Services Re- Sewer Line Locates Taps • Water, Reclaimed Water, and • Reclaimed Water Meters Sewer Line Locate Excavations Maintenance Manager Vince Castillo Program Budget 27 Programs Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Program: Wastewater Administration Program The purpose of the Wastewater Administration program is to provide Purpose oversight for treatment and collection services to ratepayers, so they can Statement confidently experience wastewater resources that are free of contaminants and safely recycled into the environment. Family of Results Measures • 97%Gallons of recycled water resources that are safe for human contact. • 25%Customer survey respondents who report they are confident or very confident that wastewater is safely recycled into the environment. Outputs • #Gallons of reclaimed water. • # Pounds of wastewater biosolids offered to the public. Demands • #Gallons reclaimed water expected to be requested. • # Pounds of wastewater biosolids expected to offer to the public. Efficiencies • $ Program expenditures per 1,000 gallons wastewater treated. Program Services • New Development Final • New Development Plan Reviews Inspections Manager John Mrozek Program Budget 28 Programs Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Program: Wastewater Line Maintenance Program Purpose The purpose of the Wastewater Line Maintenance program is to provide Statement collection services to ratepayers, so they can confidently experience wastewater resources that are free of contaminants and safely recycled into the environment. Family of Results Measures • By July 1, 2022, critical wastewater collection system replacement and rehabilitation will begin. Outputs • #Gallons of reclaimed water. • # Pounds of finished compost to customers. • #Sewer hook-ups provided. Demand • #Gallons reclaimed water expected to be requested. • # Pounds of wastewater biosolids expected to be requested. • #Sewer hook-ups expected to be requested. Efficiencies • $ Program expenditures per 1,000 gallons wastewater treated. Program Services • Flood Control Responses • Sewer Geographic Information • Flushes Systems (GIS) Map Locations • Lift Station Repairs • Sewer Hook Ups • Lift Station Upgrades • Sewer Line Camera Inspections • Lift Station Wet Well Cleanings • Sewer Line Installations • Manhole Repairs • Sewer Line Repairs • Odor Control Complaint • Sewer Main Cleanings Responses • Street and Sidewalk Cuts • Roach Control Responses • Wastewater Collection Service • Sewer Back Ups Emergency Connections Responses • Wastewater Infrastructure Repairs Manager Adrian Carranza Program Budget 29 Programs Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Program: Jacob Hands Wastewater Treatment Facility Program Purpose The purpose of the Jacob Hands Wastewater Treatment Facility program is Statement to provide collection,treatment,and reclamation services to ratepayers in its service area, so they can confidently experience wastewater resources that are free of contaminants and safely recycled into the environment. Family of Results Measures • By July 1, 2022, replacement and rehabilitation of essential solids handling infrastructure will begin. outputs • # Pounds of wastewater biosolids removed. Demands • # Pounds of wastewater biosolids expected to be removed. Efficiencies • $ Program expenditures per 1,000 gallons wastewater treated. Program Services • Biosolids Pounds Removed • Wastewater Process • Discharge Permit Reviews Measurements • Odor Control Services • Wastewater Removals Manager Lorenzo Martinez Program Budget 30 Programs Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Program: East Mesa Wastewater Reclamation Facility Program Purpose The purpose of the East Mesa Wastewater Reclamation Facility program is Statement to provide collection,treatment,and reclamation services to ratepayers in its service area, so they can confidently experience wastewater resources that are free of contaminants and safely recycled into the environment. Family of Results Measures • 97%of gallons of reclaimed water that are safe for human contact. Outputs • #Gallons of reclaimed water. • #Gallons of wastewater biosolids removed. Demand • #Gallons reclaimed water expected to be requested. • #Gallons of wastewater biosolids expected to be removed. Efficiencies • $ Program expenditures per 1,000 gallons wastewater treated. Program Services • Discharge Permit Reviews • Reclaimed Water Hydrants • Gallons Biosolids Removed • Wastewater Process • Gallons Reclaimed Measurements • Irrigation Water Gallons • Wastewater Removals Manager Lorenzo Martinez Program Budget 31 Programs Line of Business: Wastewater Operations and Maintenance Purpose The purpose of the Wastewater Operations and Maintenance line of Statement business is to provide wastewater services to ratepayers, so they can experience reliable and sustainable wastewater services. Program: West Mesa Industrial Park Wastewater Treatment Facility Program Purpose The purpose of the West Mesa Industrial Park Wastewater Treatment Statement Facility program is to provide collection,treatment,and reclamation services to ratepayers in its service area, so they can confidently experience wastewater resources that are free of contaminants and safely recycled into the environment. Family of Results Measures • 25%Customer survey respondents who report they are confident or very confident that wastewater is safely recycled into the environment. Outputs • #Tons of wastewater compost removed. Demands • #Tons of wastewater compost expected to be removed. Efficiencies • $ Program expenditures per 1,000 gallons wastewater treated. Program Services • Compost Tons • Wastewater Process • Discharge Permit Reviews Measurements • Wastewater Removals Manager Lorenzo Martinez Program Budget 32 Programs Line of Business:Solid Waste Collections Purpose The purpose of the Solid Waste Collections line of business is to provide Statement solid waste services to ratepayers so they can experience reliable and sustainable solid waste service. Program:Solid Waste Administration Program The purpose of the Solid Waste Administration program is to provide Purpose responses to customers inquiries, oversight of collection, container Statement delivery, and repair services to ratepayers, so they can reliably and regularly dispose of their garbage. Family of Results Measures • By July 1, 2023,year over year solid waste equipment and vehicles will be replaced on schedule. Outputs • #of equipment and vehicles replaced. Demands • #of equipment and vehicles expected to be replaced. Efficiency • $ Program expenditure per number of equipment and vehicles replaced. Program Services • Budget Preparations • Equipment and Vehicle • Customer Inquiry Responses Replacements Manager Robin Lawrence Program Budget 33 Programs Line of Business:Solid Waste Collections Purpose The purpose of the Solid Waste Collections line of business is to provide Statement solid waste services to ratepayers so they can experience reliable and sustainable solid waste service. Program:Solid Waste Residential Collections Program The purpose of the Solid Waste Residential Collections program is to Purpose provide collection, container delivery, and repair services to ratepayers, so Statement they can reliably and regularly dispose of their garbage. Family of Results Measures • 2% Residential container pickups not serviced. • 90% Residential containers repaired within one business day. • 97% Residential equipment available on a daily basis. Outputs • # Residential container deliveries completed. • # Residential container repairs completed. • # Residential curbside assistance collections. • #Total tons of residential waste collected monthly. Demands • # Residential container deliveries expected to be requested. • # Residential container repairs expected to be requested. • # Residential curbside assistance collections expected to be required. • #Total tons of residential waste collected monthly expected to be required. Efficiency • $ Program expenditure per ton of residential waste collected per month. Program Services • Bulky Waste Pick-Ups • Residential Curbside Assistance • Residential Container Deliveries Collections • Residential Container Repairs • Residential Trash Pick Ups • Residential Container Replacements Manager Javier Ortega Program Budget 34 Programs Line of Business:Solid Waste Collections Purpose The purpose of the Solid Waste Collections line of business is to provide Statement solid waste services to ratepayers so they can experience reliable and sustainable solid waste service. Program:Solid Waste Commercial Collections Program The purpose of the Solid Waste Commercial Collections program is to Purpose provide dumpster enclosure review and inspections, collection, container Statement delivery and repair services to ratepayers so they can reliably and regularly dispose of their garbage. Family of Results Measures • 2%Commercial container pickups not serviced. • 90%Commercial containers repaired within one business day. • 97% Roll off containers delivered, emptied, returned, and removed within one business day. • 97%Commercial equipment available on a daily basis. Outputs • #Commercial container repairs completed. • #Commercial container deliveries completed. • #Tons of waste collected from community clean up containers. • #Total tons of commercial waste collected monthly. Demands • #Commercial container repairs expected to be requested. • #Commercial container deliveries expected to be requested. • #Tons of commercial waste expected to be collected from community clean up containers. • #Total tons of commercial waste collected monthly expected to be required. Efficiency • $ Program expenditure per ton of commercial waste collected per month. Program Services • Commercial Container • Community Clean Ups Deliveries Container Pick-Ups • Commercial Container Repairs • Construction Waste Collections • Commercial Container • Dumpster Enclosure Reviews Replacements • Dumpster Enclosure • Commercial Trash Pick-Ups Inspections 35 • Community Clean Ups Container Deliveries Manager Miguel Fernandez Program Budget 36 Programs Line of Business:Solid Waste Collections Purpose The purpose of the Solid Waste Collections line of business is to provide Statement solid waste services to ratepayers so they can experience reliable and sustainable solid waste services. Program:Solid Waste Fleet Program Purpose The purpose of the Solid Waste Fleet program is to maintain equipment Statement for Solid Waste programs, so that ratepayers can have reliable service. Family of Results Measures • 97%Solid Waste Equipment available on a daily basis. Outputs • #of equipment available on a daily basis. Demands • #of equipment expected to be available on a daily basis. Efficiency • $ Program expenditure per average cost of equipment repairs. Program Services • Equipment Preventive • Equipment Repairs Maintenance Tasks Manager Paul Ramirez Program Budget 37 Programs Line of Business: Utilities Environmental Purpose The purpose of the Utilities Environmental line of business is to provide Statement environmental services to ratepayers and surrounding communities, so they can experience reliable and sustainable utilities. Program: Water Conservation Program The purpose of the Water Conservation program is to provide resources Purpose and conservation services to ratepayers, so they can have a sustainable Statement water supply. Family of Result Measures • By 2020, 20% institutional customers will reduce their water usage by an average of 2%following the program's outreach intervention. • 5%Change of water waste violations from 535 to 508. Outputs • #Gallons of reclaimed water delivered to ratepayers. • #Water waste violations. • #Gallons reduced Institutional water usage. Demands • #Gallons of reclaimed water expected to be delivered to ratepayers. • #Water waste violations expected. • #Gallons reduced Institutional water usage expected. Efficiencies • $ Program expenditure per thousand gallons of institutional water usage reduction. Program Services • Gallons Per Capita Per Day • Water Conservation Customer (GPCD) Annual Report Inquiry Responses • Incident Investigation Findings • Water Conservation Tax • New Mexico Office of the State Reports Engineer (NMOSE) Annual • Water Waste Hotline Report Report Responses • Reclaimed Water Deliveries • Water Waste Notifications Manager Rhonda Diaz Program Budget 38 Programs Line of Business: Utilities Environmental Purpose The purpose of the Utilities Environmental line of business is to provide Statement environmental services to ratepayers and surrounding communities, so they can experience reliable and sustainable utilities. Program:Solid Waste Green Waste, Compost, and Recycling Program The purpose of the Solid Waste Green Waste, Compost, and Recycling Purpose program is to provide products, resources, and conservation services to Statement ratepayers and surrounding communities, so they can receive environmentally-friendly products at little or no cost and help divert waste from the landfill. Family of Result Measures • By 2020,the Las Cruces Utilities Department will increase its intake of green waste tonnage by 7%from 2,800 tons to 3,000 tons. • By 2020, diversion rates of all recyclable waste will be maintained at an average rate of 23%or higher. • 25%Change of green waste compost given back to the community from 1,200 tons to 1,500 tons. Outputs • #Tons of green waste accepted. Demands • #Tons of green waste expected to be accepted. Efficiencies • $ Program expenditure per ton of green waste and clean fill. Program Services • Blue Bin Recycling Collections • Green Waste Pick-Ups • Clean Fill Drop-Offs (Dirt, Rock, • Residential Recycling Container Concrete, and Asphalt) Deliveries • Clean Landfill Spaces • Residential Recycling Container • Commercial Recycling Repairs Container Deliveries • Residential Recycling Container • Commercial Recycling Pick-Ups Replacements • Customer Green Waste • Residential Recycling Curbside Compost Pick-Ups Assistance Collections • Green Waste Drop-Offs • Residential Recycling Pick-Ups Manager Miguel Fernandez Program Budget 39 Programs Line of Business: Utilities Environmental Purpose The purpose of the Utilities Environmental line of business is to provide Statement environmental services to ratepayers and surrounding communities, so they can experience reliable and sustainable utilities. Program:Griggs Walnut Program The purpose of the Griggs Walnut program is to remove perchloroethylene Purpose (PCE)from contaminated groundwater, so the community can have a safe Statement groundwater supply. Family of Result Measures • By 2025,the pounds of PCE removed from the plume will be reduced by 50%. Outputs • #Gallons of treated water. • # Pounds of PCE removed from the aquifer. Demands • #Gallons of treated water expected to be required. • # Pounds of PCE expected to be removed from the aquifer. Efficiencies • $ Program expenditure per thousand gallons of treated water. Program Services • Griggs Walnut Annual Report • Griggs Walnut Annual Open House Manager Adrienne Widmer Program Budget 40 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program: Customer Outreach Program The purpose of the Customer Outreach program is to provide utilities- Purpose related information, education, demonstrations, and interactive services Statement to the community, so they can be well informed about the Las Cruces Utilities Department. Family of Results Measures • Beginning in 2020, 85%annual survey respondents will report that they know who to call or what to do when they smell natural gas. • Beginning in 2020, 85%annual survey respondents will report that they know what materials they should and should not put down their drain or flush. • 3%Customer surveys completed. • 50% Program participants surveyed who report that they will use the information gained from customer outreach presentations or demonstrations, etc. Outputs • # Newspaper articles published. • #Customer survey responses. • # "811" locate information distributed. • # Presentations delivered. • # Event representations. Demands • # Newspaper articles expected to be published. • #Customer surveys expected to be distributed. • # "811" locate information expected to be distributed. • # Presentations expected to be requested. • # Event representations expected to be required. Efficiencies • $ Program expenditure per event representation. Program Services • 811 "Call Before You Dig" • Newspaper Articles Information Distributions 41 • AGventure Annual Event • NMSU Student Presentations • Annual Children's Water and Tours Festival • Outdoor Conservation • Annual Earth Day Professional Presentations and • Automated Customer Question and Answer Sessions Notifications • "Papa Drop"Water • Bill Inserts Conservation Ambassador • Career Day Presentations Appearances • Customer Newsletters • Presentations • Customer Surveys • Professional Presentation • Demonstration Garden Events Customer Evaluations • Emergency Alerts • Promotional Item Giveaways • Event Representations • Public Information Office News • Grappler Calendars Releases • Green Waste Collections • Public Input Meetings • Groundbreaking Events • Public Officials' Natural Gas • Las Cruces Utilities Annual Meetings Festival • Radio Ads • Math and Science Night • Ribbon Cutting Events Presentations • Social Media Postings • Movie Theatre Ads • "Touch-a-Truck" Events • Natural Gas Public Awareness • Utilities Facility Tours Communications • Utilities Handouts • Neighborhood Leadership • Vehicle "Wraps" Academy Presentations • Website Postings • Newspaper Ads Manager Alma Ruiz Program Budget 42 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program:Customer Central Program The purpose of the Customer Central program is to provide customer Purpose service to ratepayers, so they can have their utilities service requests Statement processed and have questions answered. Family of Results Measures • 50%of utilities customer interaction by email will be addressed the same day. • 90%of utilities customer walk-in requests will be processed to completion. Outputs • #Customer interactions that occur. Demands • #Customer interactions expected to occur. Efficiencies • $ Program expenditures per total utilities customer interaction. Program Services • E-mail Request Responses • Utilities Complaint Responses • Levelized Billing Plans • Utilities Consumption Reports • Meter Change-out Request • Utilities Customer Record Responses Creations • Telephone Inquiry Responses • Walk-in Request Responses Manager Estela Sauceda Program Budget 43 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program: Utilities Billing and Receivables Program The purpose of the Utilities Billing and Receivables program is to provide Purpose billing to ratepayers, so they can receive accurate and timely bills, and Statement payment assistance. Family of Results Measures • 100%of Casa de Peregrinos (CDP)funds will be exhausted before the end of the fiscal year. • 90%of accurate and timely bills sent out. Outputs • #Customers who are helped through the CDP program. • #Accurate and timely bills sent out. Demands • #Customers expected to request assistance through CDP. • #Accurate and timely bills expected to be sent out. Efficiencies • $ Program expenditure per customer receiving assistance from CDP. Program Services • Bill Payment Assistance • Customer Payment Assistance Request Responses Referrals • Billing Statements • Disconnection Notices • Payment Due Date Extensions Manager Steve Valdez Program Budget 44 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program:New Connections Program The purpose of the New Connections program is to process new utility Purpose service requests in a timely manner for new ratepayers,so they can receive Statement gas, water, or sewer service. Family of Results Measures • 85%of cost estimates delivered to residential customers within 10 business days from the time new connection is requested. • 50%of cost estimates delivered to commercial customers within 20 business days from the time new connection is requested. Outputs • # New residential utilities service connections. • # New commercial utilities service connections. Demands • # New residential utilities service connections expected to be required. • # New commercial utilities service connections expected to be required. Efficiencies • $ Program expenditure per new utility service connection. Program Services • New Connection Inquiry • New Utilities Service Responses Connections Processes Manager Michelle Figueroa Program Budget 45 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program:Meter Reading Program The purpose of the Meter Reading program is to provide accurate and Purpose timely meter readings, so ratepayers can receive an accurate bill. Statement Family of Results Measures • 95%accurate meter readings. Outputs • # Meter rereads. Demands • # Meter rereads expected to be required. Efficiencies • $ Program expenditure per Meter reread. Program Services • Meter Field Checks • Monthly Meter Reads • Meter Rereads Manager Eli Duran Program Budget 46 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program: Utilities Dispatch Program The purpose of the Utilities Dispatch program is to provide emergency Purpose customer service to ratepayers and citizens,so they can receive immediate Statement service response. Family of Results Measures • 85% Utilities Emergency calls will be dispatched within a 10-minute timeframe. Outputs • # Utilities Emergency Dispatch responses. • # Excavation Damage Prevention requests. Demands • # Utilities Emergency Dispatch responses expected to be required. • # Excavation Damage Prevention requests expected to be required. Efficiencies • $ Program expenditure per Utilities Emergency Dispatch Responses. Program Services • Discolored Water Calls • Utilities Emergency Dispatch Responses Responses • Excavation Damage Prevention Responses Manager Michelle Figueroa Program Budget 47 Programs Line of Business: Customer Engagement Purpose The purpose of the Customer Engagement line of business is to provide Statement information, education, assistance, and billing services to ratepayers and neighboring communities, so they can be aware of and utilize utilities services while using the community's natural resources more efficiently. Program:Field Services Program The purpose of the Field Services program is to provide initial and final Purpose meter reads,field checks,relights,and investigations to ratepayers,so they Statement can have safe and reliable services. Family of Results Measures • 60%Customer requests that receive same-day service. • 85%Service orders completed within three business days. • 90%Customer requested investigations completed by the scheduled date. Outputs • #Same-day service completed. • #Service orders per day. Demands • #Same-day services expected to be required. • #Service orders expected to be required. Efficiencies • $ Program expenditure per service order. Program Services • Existing Utility Service • Natural Gas Pilot Relights Connections • Onsite Utility Service • Natural Gas Carbon Monoxide Investigations Tests • Utility Service Reactivations • Natural Gas Meter Activations • Utility Service Terminations Manager Jaime Medina Program Budget 48 Programs Line of Business:Revenue and Financial Reporting Purpose The purpose of the Revenue and Financial Reporting line of business is to Statement provide rate and economic analysis and utilities services to Las Cruces Utilities programs, so they can be adequately funded. Program:Rate and Economic Analysis Program The purpose of the Rate and Economic Analysis program is to provide rate Purpose review evaluations, budget guidance, and forecasting services to Las Statement Cruces Utilities programs, so they can be well-informed to plan and make responsible decisions. Family of Results Measures • 30% Budget corrections required. • 70% Purchases correctly coded to program line items. • Las Cruces Utility rates will be evaluated every four years or less to ensure utilities customer's rates are reasonable and recover adequate revenue. Outputs • # Budget adjustments. • #Account adjustments. Demands • # Budget adjustment expected to be required. • #Account adjustments expected to be required. Efficiencies • $ Program expenditure per account adjustment. Program Services • Account Adjustments • Natural Gas Budget Plans • Annual Audit Request • Natural Gas Rate Adjustments Responses • New General Ledger Account • Board Resolutions Request Responses • Budget Adjustments • Program Fiscal Inquiry • Budget Adjustment Request Responses Responses • Quarterly Budget Reports • Capital Improvement Budget • Rate Review Public Meetings Plans • Reports (to Utilities Programs • Cost of Service Rates and Utilities Board) • Council Resolutions • Solid Waste Budget Plans • Director's Budget Plans • Solid Waste Rate Adjustments • Fixed Asset Action Request • Wastewater Budget Plans • Forecasting Reports • Wastewater Rate Adjustments 49 • Grant Reports • Water Budget Plans • Monthly Fuel Report • Water Conservation Budget Verifications Reports • Monthly Program Financial • Water Rate Adjustment Reports Manager Domonique Rodriguez Program Budget 50 Programs Line of Business:Revenue and Financial Reporting Purpose The purpose of the Revenue and Financial Reporting line of business is to Statement provide rate and economic analysis and utilities services to Las Cruces Utilities programs, so they can be adequately funded. Program: Utilities Warehouse Program The purpose of the Utilities Warehouse program is to provide materials Purpose and supplies to Las Cruces Utilities programs, so they can operate and Statement maintain infrastructure. Family of Results Measures • 90% Deliveries of materials and supplies to job site within one hour from the request being placed. Outputs • # Materials and supplies deliveries. Demands • # Materials and supplies deliveries expected to be required. Efficiencies • $ Program expenditure per materials and supplies delivered. Program Services • Warehouse Inventory • Warehouse Inventory Pick-Ups Deliveries Manager Gary Byrum Program Budget 51 Programs Line of Business:Revenue and Financial Reporting Purpose The purpose of the Revenue and Financial Reporting line of business is to Statement provide rate and economic analysis and utilities services to Las Cruces Utilities programs, so they can be adequately funded. Program: Utilities Building Administration Program The purpose of the Utilities Building Administration program is to provide Purpose building services to Las Cruces Utilities programs,so they can work in a safe Statement and productive environment. Family of Results Measures • 80%of Utilities buildings repairs completed within 30 days from date requested. Outputs • # Utilities Buildings repairs requested. • # Utilities Buildings repairs completed. Demands • # Utilities Buildings repairs expected to be requested. • # Utilities Buildings repairs expected to be completed. Efficiencies • $ Program Expenditures per Utilities Buildings repairs completed. Program Services • Building Maintenance Services Manager Eli Duran Program Budget 52 Programs Line of Business:Revenue and Financial Reporting Purpose The purpose of the Revenue and Financial Reporting line of business is to Statement provide rate and economic analysis and utilities services to Las Cruces Utilities programs, so they can be adequately funded. Program: Utilities Business Services Administration Program The purpose of the Utilities Business Services Administration program is Purpose to provide administrative services and reports to Las Cruces Utilities Statement programs, so they can make informed decisions. Family of Results Measures • 85% Program managers who get the financial reports they need to make decisions on time. Outputs • # Reports delivered to Utilities programs. • # Reports delivered to Utilities Board. Demands • # Reports expected to be delivered to Utilities programs. • # Reports expected to be delivered to Utilities Board. Efficiencies • $ Program expenditure per report delivered. Program Services • Board Resolutions • Quarterly Budget Reports • Council Resolutions • Reports (to Utilities programs and Utilities Board) Manager Jose Provencio Program Budget 53 Programs Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance, technical support, and training to Las Cruces Utilities programs, so they can operate within state and federal requirements and be technically proficient. Program: Utilities Regulatory Compliance Program The purpose of the Utilities Regulatory Compliance program is to provide Purpose guidance, consultation, and reporting services to Las Cruces Utilities Statement programs, so they can operate within state and federal regulations. Family of Results Measures • 90% Inspections that do not result in findings or violation. Outputs • # Regulatory permit compliance inspections. • # Regulatory consultations. Demands • # Regulatory permit compliance inspections expected to be required. • # Regulatory consultations expected to be required. Efficiencies • $ Program expenditure per regulatory permit compliance inspection and consultation. Program Services • Consumer Confidence Reports • Regulatory Interpretations • Environmental Response • Regulatory Permit Compliance Reports Inspections • Natural Gas Regulatory • Regulatory Response Reports Compliance Report Regulatory Consultations Manager Joshua Rosenblatt Program Budget 54 Programs Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance, technical support, and training to Las Cruces Utilities programs, so they can operate within state and federal requirements and be technically proficient. Program: Water Quality Laboratory Program The purpose of the Water Quality Laboratory program is to provide water Purpose quality testing and reporting services to Las Cruces Utilities programs, so Statement they can operate within state and federal regulations. Family of Results Measures • Minimum of 2,880 samples and 10,410 tests will be completed to ensure water is 100%safe to drink. Outputs • #Water quality samples and tests conducted. • #Wastewater quality samples and tests conducted. Demands • #Water quality samples and tests expected to be required. • #Wastewater quality samples and tests expected to be required. Efficiencies • $ Program expenditures per water quality sample and test conducted. • $ Program expenditure per wastewater quality sample and test conducted. Program Services • Air Quality Analysis • Wastewater Quality Samplings • Air Quality Reports • Water Quality Reports • Air Quality Samplings • Water Quality Samples and • Wastewater Quality Reports Tests • Wastewater Quality Samples • Water Quality Samplings and Tests Manager Luis Guerra Program Budget 55 Programs Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance, technical support, and training to Las Cruces Utilities programs, so they can operate within state and federal requirements and be technically proficient. Program:Industrial Pollution Prevention Program The purpose of the Industrial Pollution Prevention program is to provide Purpose environmental compliance monitoring to Las Cruces Utilities programs, so Statement they can operate within state and federal regulations. Family of Results Measures • By 2020, all restaurant businesses that fail their inspection due to fat, oil, and grease disposal will be reduced by 50%from 52 to 26. Outputs • # Fat, oil, and grease disposal inspections. Demands • # Fat, oil, and grease disposal inspections expected to be required. Efficiencies • $ Program expenditure per fat, oil, and grease disposal inspection. Program Services • Backflow Compliance • Incident Investigation Findings Inspections • Industrial Pollution Prevention • Backflow Inspection Reports Compliance Reports • Biosolids Reports • Industrial Pollution Prevention • Fats, Oils, Grease Compliance Inspections Reports Inspections • Water Backflow Testing • Fats, Oils, Grease Compliance Reports Reports Manager Laura Montoya Program Budget 56 Programs Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance, technical support, and training to Las Cruces Utilities programs, so they can operate within state and federal requirements and be technically proficient. Program:Foothills Landfill Closure Post-closure Program The purpose of the Foothills Landfill Closure Post-closure program is to Purpose provide environmental compliance monitoring and reporting services to Statement the Solid Waste Administration program,so it can operate within state and federal regulations. Family of Results Measures • 90% Inspections that do not result in findings or violations. Outputs • # Landfill groundwater samplings. Demands • # Landfill groundwater sampling expected to be required. Efficiencies • $ Program expenditure per landfill groundwater sampling event. Program Services • Environmental Response • Regulatory Response Reports Reports • Solid Waste Groundwater • Green Waste Compost Reports Samplings • Incident Investigation Findings • Solid Waste Landfill Annual • Landfill Monitoring Compliance New Mexico Environment Reports Department Report • Regulatory Consultations • Solid Waste Landfill Gas • Regulatory Interpretations Samplings • Regulatory Permit Compliance • Solid Waste Samplings Inspections Manager Joshua Rosenblatt Program Budget 57 Programs Line of Business:Regulatory Compliance and Training Purpose The purpose of the Regulatory Compliance and Training line of business is Statement to provide regulatory compliance, technical support, and training to Las Cruces Utilities programs, so they can operate within state and federal requirements and be technically proficient. Program: Utilities Training Program The purpose of the Utilities Training program is to provide professional, Purpose technical, and educational training service to associates, contractors, and Statement supporting organizations so they can achieve professional certifications, become technically proficient, and deliver reliable utility-related services. Family of Results Measures • By July 2020, 95%of the training support necessary for certification will be provided to the Las Cruces Utilities Department. • 80%Associates who achieve the certification required for their job. • 95%Safety trained associates who demonstrate safety proficiently on the job. • 95%Associates who are not injured on the job. • 95%Trenches which do not require repair within one year. Outputs • #Operations and Maintenance training classes provided. • #Safety training classes provided. • #Technical and Professional Development classes provided. Demands • #Operations and Maintenance training classes expected to be requested. • #Safety training classes expected to be requested. • #Technical and Professional Development classes requested. Efficiencies • $ Program expenditures per associate. • $ Program expenditures per intern. Program Services • Budget and Finance o Software Training Classes Development Classes o Solid Waste Certification • Certifications: Classes o CDL Classes o Utilities Safety Manual o Compost Certification Classes Classes o Wastewater Certification Classes 1-4 58 o Emergency Response • Water Certification Classes 1-4 Training Exercises and • Customer Service Development Classes Classes o Hazmat Qualification • Department New Associate Classes Orientation o Landfill Operations • Intern Training Development Certification Classes Classes: o Landfill Operator Compost o Intern Education and Certification Classes Assistance Payments o Natural Gas Operator • Professional Development Qualification Classes Classes o Operations and • Regulatory Development Maintenance Training Classes Classes • Safety Classes o Safety Training Classes • Technical Development Classes Manager Carl Clark Program Budget 59 Programs Line of Business: Utilities Support and Project Management Purpose The purpose of the Utilities Support and Project Management line of Statement business is to provide engineering, design, construction, analysis, reporting, monitoring, and public outreach services to city departments, developers, and the public, so they can develop, construct, operate, and experience reliable and cost-effective utilities infrastructure. Program:Technical Support Program The purpose of the Technical Support program is to provide engineering, Purpose design, project management, analysis, and public outreach services to City Statement departments,and developers,so they can develop,construct,operate,and the public can experience reliable and cost-effective utilities infrastructure. Family of Results Measures • 90% Developer plan reviews completed within 10 business days. • 90% Projects completed on time and within budget. • 95% Projects managed by Las Cruces Utilities, which do not experience failure due to design or construction within the first year of acceptance. Outputs • # Developer plan reviews completed. • #GIS data updates and entries. • # Project designs completed. • #Construction projects completed. • # Preliminary engineering and scoping reports completed. Demands • # Developer plan reviews expected to be requested. • #GIS data updates and entries expected to be requested. • # Project designs expected to be completed. • #Construction projects expected to be completed. • # Preliminary engineering and scoping reports expected to be requested. Efficiencies • $Actual CIP expenditures per approved CIP budget. • $ Program expenditures per managed project. Program Services • Building Maintenance Planning • Right-Of-Way Acquisitions • Capital Improvement Plans • Service Area Master Plans • Construction Contractor • Street and Utility Project Qualification Reviews Coordinations 60 • Developer Plan Reviews • Surveys • Development Inquiry • Utilities GIS Data Entries Responses • Utilities GIS Maps and Reports • Dumpster Enclosure • Utilities Installation Designs Inspections Recommendations • Utilities Installation Permits • Engineering Consultations • Utilities Line Locates • Fire Hydrant Test Reports • Utilities Plan Reviews • Managed Projects • Utilities Right-Of-Way • Natural Gas Computer Model Acquisitions Developments and • Utilities Standard Maintenance Developments and Updates • Operations Training Sessions • Wastewater Computer Model • Preliminary Engineering Developments and Reports Maintenance • Project Constructions Recommendations • Project Designs • Water Model Developments • Project Plans and Maintenance • Project Schedules and reports Recommendations • Records Management Services Manager Carl Clark Program Budget 61 Programs Line of Business: Utilities Support and Project Management Purpose The purpose of the Utilities Support and Project Management line of Statement business is to provide engineering, design, construction, analysis, reporting, monitoring, and public outreach services to city departments, developers, and the public, so they can develop, construct, operate, and experience reliable and cost-effective utilities infrastructure. Program:SCADA Program The purpose of the SCADA program is to provide reporting and monitoring Purpose to Las Cruces Utilities programs, so they can operate a reliable and cost- Statement effective utilities infrastructure. Family of Results Measures • 90%System alarms detected and mitigated before customers experience a service interruption. Outputs • #SCADA alarms per monitoring site. • #SCADA alarms received. Demands • #SCADA remote monitoring sites expected to be requested. • #SCADA alarms expected to be received. Efficiencies • $ Program expenditure per alarm. • $ Program expenditures per monitoring site. Program Services • SCADA Installations • SCADA Services (Monitoring, • SCADA Maintenance Services Control, and Alarms) • SCADA Trending Reports Manager Tony Parra Program Budget 62