2005 Audit Recommendations - Status Tracking

Audit: Drinking Water Services

(EMC Lead: R. Hewitt / Staff Lead: K. Brothers)

Recommendation

Management Response

Comments

Budget Implications
2007 or Beyond

Council

Status Update

Action Required Based on DCM Implementation Plan (if not doing provide rationale)

Management Timelines (Q1- Q4)

(Risks, issues regarding implementation, etc)

($$ if known)

Y / N and
Applicable Motions

Quarterly (Jun 30, Sep 30 and Dec 15)

Drinking Water Services (DWS) should evaluate options to modify the Carp Communal Well System in the event that regulations change with respect to the parameter Dibromochloromethane.

That representatives from DWS, the FSUs and Accounts Payable develop a mutually acceptable solution to address DWS' information requirements with respect to utility invoices such as Hydro Ottawa.

That the service level agreements between DWS and COEs be reviewed jointly by both parties on an annual basis as part of the budgeting cycle and adjusted to document actual or expected service levels.

Responsibility and accountability for the maintenance program for water meters and remote receivers should be clearly defined and acceptable service levels established, with priority given to areas where the potential for lost revenue is greatest.

The approach for gaining access to customer premises should be improved by placing more reliance on By-law enforcement and/or service termination to ensure access to the premises on a timely and efficient basis.

The rationale for meter reading frequency should be reviewed as part of the study of meter reading technology, taking into account the benefits to customers and water volume accountability of frequent, accurate readings.

A formal assessment of the Aquacis system should be conducted to determine if the system can cost-effectively meet user needs and ensure the achievement of divisional and strategic objectives.

A formal assessment of the ITX/IIMS system should be conducted to assess the existence and appropriate design of controls and whether they are operating effectively and result in reliable reporting.

Communication regarding customer service requests and work orders between the Customer Accounts, Collection and Customer Services and Operational Support groups should be improved including agreement on narrative descriptions within a service request and the criteria for prioritization or cancellation of requests.

A formal communication process for by-passes observed by meter readers, or Customer Services and Operational Support maintenance staff, should be developed by the Customer Services and Operational Support group along with the associated action measures, including notification of By-law Enforcement.

Procedures to reconcile water accounts with property tax accounts (VTAX), meters installedd (ITX/IIMS) and building permits issued should be developed to help mitigate the risk of incomplete billings.

Processes related to activating accounts for new development should be reviewed to facilitate identification of developers/contractors that may use water that should be billed or that turn on water without notifying the City.

Procedures should be developed to address the issues associated with new meter specifications, communication of new meter information, and potential By-law impacts.

That CSOS review options to improve compliance (reporting and payment) by flusher hydrant users including the cost-effectiveness of creating dispensing stations and the use of stronger By-law enforcement.

The internally established collection target should be re-evaluated by Revenue and Collections management.

The data input and trending analysis of all tested parameters from the distribution system water quality sampling program should occur on a regular basis by dedicating staff time or by contracting out this service to the private sector.

The City should implement a cross-connection control program in accordance with the InfraGuide's Best Practice of Methodologies for Implementing a Cross-Connection Control Program.

The City should implement a proactive lead services replacement program.

The City should develop a by-law that requires all private water systems with more than one connection to the City's distribution system to have written maintenance procedures and requires prior notification to the City of any activities on the private water system that may impact water quality.

DWS should implement a Quality Assurance/Quality Control program on organizational positions that conduct the water sampling collection program to regularly verify the completeness of their tasks, including the sampling of all sites identified, and on the processes and procedures they must follow.

The City should identify a specific group to lead and be responsible for all water loss reduction programs.

Utility Services should bring forward a report to Council addressing all elements of their water loss strategy.

Utility Services should implement a full Quality Management System for all environmental programs (biosolids, solid waste, water and wastewater).

The governance structure of the delivery of water services should be reviewed and restructured to ensure accountability of an individual below the level of the City Manager for the water fund and services funded by the water fund.

That Financial Services re-examine the allocation of costs to the water fund and identify current costs for all elements.