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[00:00:01]

EVERYONE, AND WELCOME TO TODAY'S MEETING OF CITY COUNCIL.

TODAY'S TUESDAY, OCTOBER 6TH, 2026.

TODAY'S INVOCATION WILL BE GIVEN BY REVEREND DR. JAMES PEEVY, HOUSE OF ST.

MARK'S EPISCOPAL CHURCH.

IF EVERYONE WOULD PLEASE SILENCE YOUR CELL PHONE, AND IF YOU SO CHOOSE, PLEASE STAND AND REMAIN STANDING FOR THE PLEDGE OF ALLEGIANCE.

LET US PRAY.

ALMIGHTY AND GRACIOUS GOD, WHOSE MERCY AND GRACE COMES TO EVERY PERSON, BE PRESENT WITH OUR MAYOR, CITY COUNCIL MEMBERS, AND CITY STAFF AS THEY UNDERTAKE THE WORK ENTRUSTED TO THEM THIS DAY.

GRANT THEM PATIENCE.

WHEN WHAT, WHEN ANSWERS ARE NOT READILY APPARENT.

HUMILITY WHEN CHOICES ARE DIFFICULT AND WISDOM TO DISCERN NOT SIMPLY WHAT CAN BE DONE, BUT WHAT OUGHT TO BE DONE.

KEEPING THEIR MINDS AND HEARTS OF THOSE VOICES WHICH MAY NOT BE HEARD IN THIS ROOM YET, WHOSE LIVES WILL BE IMPACTED BY THE DECISIONS MADE HERE.

INCREASE THEIR ABILITY TO SEE BEYOND THE NEEDS OF THE PRESENT MOMENT.

COURAGE TO LABOR FOR A CITY IN WHICH ALL LIVES, AND THE GENERATIONS YET TO COME MAY FLOURISH, AND ALL THEIR WORK.

REMIND THEM THAT LEADERSHIP IS A TRUST TO BE EXERCISED FOR THE WELLBEING OF ALL.

BLESS THIS COUNCIL, THOSE WHO SERVE OUR COMMUNITY, AND ALL THOSE WHO CALLED BEAUMONT HOME SO THAT YOUR BLESSINGS MAY BE FREELY SHARED TO ALL WE ENCOUNTER.

RECEIVE, WE PRAY THESE PRAYERS AND ALL OUR WORK THIS DAY THROUGH YOUR ABUNDANT GRACE AND TO YOUR GREATER GLORY.

AMEN.

P ALLEGIANCE TO THE FLAG.

MAY I HAVE ROLL CALL PLEASE? MAYOR WEST, PRESENT MAYOR PRO, TIM CRENSHAW.

HERE.

COUNCIL MEMBER DORIO.

HERE.

COUNCIL MEMBER HILLIARD.

HERE.

COUNCIL MEMBER TURNER PRESENT.

COUNCIL MEMBER WILLIAMS AND COUNCIL MEMBER SHERWOOD.

THANK YOU.

WE NOW

[ Communication Update]

HAVE A, UH, CITY OF BEAUMONT COMMUNICATION UPDATE.

GOOD AFTERNOON.

YOU WOULD THINK THE COMMUNICATIONS DEPARTMENT WOULD'VE GOTTEN THE PINK MEMO, BUT APPARENTLY , I MISSED THAT SOMEWHERE.

SO I APOLOGIZE.

IN THIS WEEK'S ANNOUNCEMENTS HAPPENING TONIGHT, THE BEAUMONT POLICE DEPARTMENT IS INVITING EVERYONE OUT FOR A TEXAS NATIONAL NIGHT OUT.

IT'S FROM FIVE TO 8:00 PM AT CENTRAL PARK AND A GREAT CHANCE TO MEET OUR POLICE OFFICERS AND FIRST RESPONDERS WHILE ENJOYING A FUN NIGHT WITH YOUR FAMILY.

THERE WILL BE FREE FOOD WHILE SUPPLIES LAST, SO GET THE EARLY GAMES, MUSIC AND GIVEAWAYS.

SO AFTER COUNCIL, HEAD OVER TO CENTRAL PARK AND JOIN US FOR TEXAS NATIONAL NIGHT OUT.

IT'S FREE AND EVERYONE IS INVITED.

WE WANNA GIVE YOU A QUICK STORM UPDATE ON THE STORM DEBRIS CLEANUP FOLLOWING TROPICAL STORM EDWARD.

BASED ON OUR CURRENT PROGRESS, WE ANTICIPATE THE SECOND ROUND OF STORM DEBRIS COLLECTION WILL BE COMPLETED BY NEXT WEEK, ADDITIONAL CONTRACTORS WITH SIX ADDITIONAL TRUCKS AND DRIVERS CONTINUE WORKING ALONGSIDE OUR SOLID WASTE CREWS TO HELP SPEED UP THE PROCESS.

AND FOLLOWING THE SECOND ROUND OF STORM DEBRIS COLLECTION, WE WILL THEN ASSESS THE SITUATION TO DETERMINE WHEN OUR REGULAR HEAVY TRASH PICKUP SCHEDULE WILL RESUME.

WE KNOW RESIDENTS ARE READY TO SEE THOSE PILES GONE, AS ARE WE, AND WE APPRECIATE YOUR PATIENCE AS OUR CITY CREWS AND CONTRACTORS WORK TO FINISH THE JOB.

WHILE WE'RE TALKING ABOUT THE IMPACT OF TROPICAL STORM ED EDWARD, WE WANNA RECOGNIZE A GREAT COMMUNITY PARTNER HELPING BEAUMONT REPLACE SOME OF THE TREES THAT SEVERE STORMS HAVE TAKEN FROM US.

BM TREES IS A LOCAL NONPROFIT WORKING TO RESTORE BEAUMONT'S TREE CANOPY BY PLANTING FREE TREES THAT ARE NATIVE TO TEXAS AND YARDS ALL ACROSS OUR CITY.

SO RESIDENTS CAN REQUEST A TREE AND THEIR VOLUNTEERS WILL ACTUALLY SHOW UP AND PLANT IT FOR YOU.

SO IF YOU'RE INTERESTED IN GETTING A FREE TREE PLANTED IN YOUR YARD, VISIT BM TREE.ORG.

APPLICATIONS ARE STILL OPEN FOR BEAUMONT FIRE CADET AND FIREFIGHTER POSITIONS.

THEY'LL BE ACCEPTED THROUGH MIDNIGHT SUNDAY, OCTOBER 25TH.

THE CIVIL SERVICE ENTRANCE EXAM WILL BE HELD WEDNESDAY, OCTOBER 28TH AT 8:30 AM AT THE DOWNTOWN EVENT CENTER ON CROCKETT STREET.

INTERESTED APPLICANTS MUST APPLY ONLINE AT AT CITY OF BEAUMONT JOBS.COM, ONE OF BEAUMONT'S FAVORITE FALL TRADITIONS.

OCTOBER FEST IS COMING UP THIS SATURDAY.

YOU'LL WANNA HEAD TO ROGERS PARK BETWEEN TWO AND 8:00 PM FOR LIVE MUSIC, GREAT FOOD, A BEER AND WINE GARDEN, AND TONS OF FUN FOR THE

[00:05:01]

KIDS AS WELL.

AT KIT TOBER FEST, ADMISSION IS FREE, SO GRAB YOUR LUNCH CHAIRS AND BLANKETS AND WE'LL SEE YOU THIS SATURDAY.

HALLOWEEN FUN IS COMING TO THE BEAUMONT POLICE DEPARTMENT.

BPDS ANNUAL TRUNK OR TREAT IS SUNDAY, OCTOBER 18TH FROM TWO TO 5:00 PM AT POLICE HEADQUARTERS ON COLLEGE STREET.

COME DRESSED IN COSTUME AND READY TO GRAB SOME TREATS.

THIS EVENT DRAWS THOUSANDS OF PEOPLE EACH YEAR, SO YOU DON'T WANNA MISS OUT.

THEN THE FOLLOWING WEEKEND, HEAD OVER TO THE FIRE MUSEUM OF TEXAS FOR GHOSTBUSTERS AND GULS HAUNTED FIREHOUSE BASH.

THAT'S SATURDAY, OCTOBER 24TH FROM SIX 30 TO 9:00 PM IT'LL INCLUDE A KID FRIENDLY HAUNTED HOUSE CANDY AND TREATS ACTIVITIES, AND A SHOWING OF GHOSTBUSTERS ON THE LAWN.

TICKETS ARE JUST $10 WITH PROCEEDS BENEFITING THE FIRE MUSEUM'S EDUCATIONAL PROGRAMS. AND FINALLY, WE'RE KICKING OFF A NEW SERIES THAT WE'RE CALLING BEAUMONT MORE THAN YOU KNOW.

SO OVER THE NEXT SEVERAL MONTHS, WE WANNA HIGHLIGHT SOME OF THE GREAT QUALITY OF LIFE SERVICES PROGRAMS AND RESOURCES WE HAVE RIGHT HERE IN BEAUMONT.

SOME OF THEM YOU MAY NOT KNOW ABOUT AND OTHERS YOU MAY HAVE JUST FORGOTTEN ABOUT.

AND WE'RE GONNA START IT ALL OFF WITH CATTEL MARSH BECAUSE RIGHT NOW, IF YOU DIDN'T KNOW, IS PEAK FALL BIRD MIGRATION SEASON WHEN THOUSANDS OF BIRDS MAKE THEIR WAY THROUGH OUR AREA.

HEY, BEAUMONT, DID YOU KNOW SOME OF THE BEST BIRDING IN THE ENTIRE COUNTRY CAN BE FOUND RIGHT HERE IN OUR CITY? CATTEL MARSH HAS 900 ACRES OF WETLANDS, MORE THAN 300 SPECIES OF BIRDS, AND OVER EIGHT MILES OF TRAILS TO WALK, RUN, OR BIKE.

AND KEEP AN EYE ON THE WATER BECAUSE YOU MIGHT EVEN SPOT AN ALLIGATOR.

EXPLORE THE BOARDWALK, TAKE A GUIDED VAN TOUR OR START YOUR SATURDAY MORNING WITH A YOGA CLASS OVERLOOKING THE MARSH.

AND DID WE MENTION IT'S ALL FREE BEAUMONT? MORE THAN YOU KNOW, WE WANNA REMIND YOU.

THERE'S ALWAYS SOMETHING FUN TO DO IN BEAUMONT.

YOU JUST GOTTA KNOW WHERE TO LOOK.

AND THAT'S ALL FOR THIS WEEK'S ANNOUNCEMENTS.

THANK YOU.

[PUBLIC COMMENT ON AGENDA/CONSENT]

AND NOW WE'RE GONNA MOVE INTO PUBLIC COMMENTS.

UH, NOW'S THE TIME.

ANY CITIZEN WHO WISHES TO SPEAK, YOU MAY MAKE PUBLIC COMMENTS ON THE CONSENT AGENDA, REGULAR AGENDA ITEMS ONE THROUGH FOUR AND 11, OR ANY OTHER TOPICS, CITIZENS WISHING TO SPEAK ON FIVE THROUGH EIGHT HAVE ALREADY BEEN HEARD IN PUBLIC HEARING.

THEREFORE, CITIZENS CANNOT SPEAK ON THESE ITEMS. CITIZENS WISHING TO SPEAK ON ITEMS NINE AND 10, YOU'LL BE GIVEN AN OPPORTUNITY TO SPEAK ALSO DURING THE PUBLIC HEARING RIGHT BEFORE THOSE, THE CITY CLERK WILL CALL YOUR NAME.

WHEN IT'S YOUR TIME TO SPEAK, YOU'LL APPROACH THE PODIUM AND PLEASE SAY YOUR ADDRESS, CITY AND STATE.

IF YOU HAD NOT, IF IT WASN'T CALLED, YOU WILL HAVE THREE MINUTES FOR PUBLIC COMMENTS.

THE GREEN LIGHT WILL COME ON, UH, WHEN YOU, UH, APPROACH THE PODIUM AND THE RED LIGHT WILL COME ON WHEN YOUR TIME IS UP.

UH, JOANNE HARVEY, 85 50 FIELD IN BOULEVARD, BEAUMONT, TEXAS.

GOOD AFTERNOON, COUNSEL.

I KNOW YOU ALREADY KNOW HOW I FEEL ABOUT THIS ZIP AND I AM AWARE THAT THERE ARE GOING TO BE MANY CHANGES, UH, COMING WHETHER WE LIKE IT OR NOT, BUT PLEASE CONSIDER THAT WE REALLY NEED THIS SERVICE TO BE AVAILABLE AT THE TIMES WE NEEDED TO WORK FOR US.

I'VE ONLY BEEN USING IT FOR A BRIEF MOMENT BECAUSE AS I'VE INDICATED TO YOU, I CAUGHT COVID AND COVID PUT ME IN THIS CHAIR AND I NEED THE ZIP WORK.

SIR, PLEASE UNDERSTAND.

YOU KNOW, IT MAY NOT BE YOU TODAY, BUT WE DON'T KNOW.

YOU MAY NEED TO ZIP FOR SOMEONE IN YOUR FAMILY, AND I UNDERSTAND THAT THERE ARE GONNA BE TIME CHANGES AND TIME CONSTRAINTS.

CUTTING IT BACK, UH, ON SATURDAY AS FAR AS MY VERBAL UNDERSTANDING OF HEARING WHAT WAS SAID IN THE PAST IS, UH, IT'S GOING TO BE, UM, ENDING AT 5:00 PM WHERE SIX O'CLOCK IS THE CUTOFF DATE ON A SATURDAY, UH, FOR THE, UH, HANDICAP ZIP, UH, WHICH IN ANOTHER CITY WHERE I WAS RESIDED FOR MANY YEARS, WE CALL IT THE HANDY TRAN.

UM, BUT WE NEED THIS SERVICE.

WE NEED THE ZIP TO WORK, WE NEED THE ZIP TO BE AVAILABLE TO WHEN WE NEED IT TO BE AVAILABLE.

AND, UH, ENDING AT SIX O'CLOCK ON A SATURDAY.

MY FRIENDS AND I WERE OUT IN THE MALL ON SATURDAY AND WE DIDN'T LEAVE TILL SEVEN.

THE MALL DIDN'T CLOSE TILL NINE OR 10.

[00:10:01]

SO, UM, I, I THINK I I KNOW IT'S, IT'S SO, IT'S, IT'S ABOUT THE NUMBERS AND THE COST OF PETRO AND GAS IS EXTREMELY HIGH RIGHT NOW, AND IT COSTS, I KNOW IT COSTS AND, YOU KNOW, I DO OWN A VEHICLE, BUT I DON'T DRIVE IT.

AND, UM, AND I'VE BEEN IN THE NEWS OF AWARE OF HOW MANY PEOPLE HAVE COMPLAINING ABOUT THE COST OF DIESEL.

I HAVE 18 WHEELER DRIVERS AND CROSS COUNTRY OWNER OPERATORS THAT ARE COMPLAINING IN CERTAIN AREAS WHERE IT'S 8 99 0.9, THAT'S $10 A GALLON.

SO, UM, PLEASE CONSIDER NOT MINIMIZING US AND PUTTING US ON A SCHEDULE WHERE WE CAN'T GET THINGS DONE IN A REASONABLE HOUR.

I MEAN, WE NEED TO ZIP TO WORK.

I WENT TO, UM, WHEN WE HAD A CITYWIDE REVIVAL, I WENT EVERY NIGHT.

WE HAD THE CITYWIDE REVIVAL AND I HAD TO LEAVE, UH, BEFORE IT WAS OVER WHEN TERRY ANDERSON WAS PREACHING AT EIGHT 30, BUT IT WAS WORKING FOR THAT.

SO PLEASE CONSIDER THE ZIP, PLEASE.

THANK YOU FOR US THEY NEEDED.

THAT'S ALL I HAVE, MAYOR.

ALL RIGHT, IF THERE'S NO OTHER PUBLIC COMMENTS,

[CONSENT AGENDA]

WE'LL BE MOVING ON.

IS THERE A MOTION AND A SECOND FOR OUR APPROVAL OF THE CONSENT AGENDA? MOVE TO APPROVE.

SECOND.

THERE IS A MOTION IN THE SECOND FOR APPROVAL.

THE CONSENT AGENDA.

IS THERE ANY, UH, QUESTIONS OR DISCUSSION? ALL THOSE IN FAVOR OF THE CONSENT AGENDA, PLEASE SIGNIFY BY SAYING AYE A.

AYE.

ANY OPPOSED? THE MOTION CARRIES.

MR.

[1. Council consider a resolution authorizing the City Manager to execute Change Order No. 1 to the contract with Southern Trenchless Solutions, LLC, of La Feria, TX for the City-Wide Manhole Rehabilitation – Phase I Project.]

CITY MANAGER, WOULD YOU PLEASE TAKE US INTO, UH, ITEM NUMBER ONE? YES, SIR.

ITEM NUMBER ONE IS TO CONSIDER RESOLUTION AUTHORIZING THE CITY MANAGER TO EXECUTE CHANGE ORDER NUMBER ONE TO THE CONTRACT WITH SOUTHERN TRENCHLESS SOLUTIONS, LLC OF LAIA, TEXAS FOR THE CITYWIDE MANHOLE REHABILITATION PHASE ONE PROJECT ON APRIL 2ND, 2026, UH, CITY COUNCIL ORDERED A CONTRACT TO SOUTHERN TRENCHLESS SOLUTIONS FOR THE CITYWIDE MANHOLE REHABILITATION PHASE ONE PROJECTS IN THE AMOUNT OF $348,235.

PROPOSED CHANGE ORDER NUMBER ONE IN THE AMOUNT OF $21,750 IS REQUESTED TO ADDRESS UNFORESEEN FIELD CONDITIONS ENCOUNTERED AT TWO OF THE MANHOLES.

CHANGE ORDER ADDS ONE BID ITEM AND REMOVES TWO, UH, BID ITEMS AND ADJUST THE QUANTITY OF ONE OF THE TWO BID ITEMS. IF APPROVED, CHANGE ORDER NUMBER ONE WOULD RESULT IN A NEW CONTRACT AMOUNT OF $369,985 AND ADD 30 CALENDAR DAYS TO THE CONTRACT TIME.

UH, THIS PROJECT IS FUNDED WITH WATER REVENUE BONDS AND THE ADMINISTRATION RECOMMENDS APPROVAL OF THE RESOLUTION.

THANK YOU.

IS THERE A MOTION FOR ITEM NUMBER ONE? THERE IS A MOTION.

IS THERE A SECOND? SECOND.

UH, IS THERE ANY QUESTIONS OR DISCUSSION ON ITEM NUMBER ONE? COUNCILMAN HILLARD? CAN YOU KIND OF EXPLAIN WHAT THE UNFORESEEN CIRCUMSTANCES WERE WITH THE MANHOLE? SO TWO OF THE MANHOLE, UH, DID NOT, WOULD NOT ACCOMMODATE THE, UH, TCEQ REQUIRED 32 INCH MANHOLE LIDS AND WE COULDN'T MAKE THE TRANSITION.

SO WE'RE, IT'S NOT SOMETHING THAT IS IMMEDIATELY OBVIOUS AS YOU'RE GOING THROUGH, YOU'RE PRE TEEING, UH, OR INSPECTING IT.

A LOT OF TIMES YOU CAN MAKE IT FIT WITHOUT HAVING TO CHANGE OUT THE WHOLE MANHOLE.

UH, BUT IN THIS CASE, WE'RE HAVING TO DO THAT FOR THE EAST MANHOLES.

YOU'RE WELCOME.

THERE'S NO OTHER QUESTIONS OR DISCUSSION.

ALL THOSE IN FAVOR OF APPROVAL OF ITEM NUMBER ONE, PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? A MOTION CARRIES MR. CITY

[2. Council to consider a resolution authorizing eminent domain proceeding to acquire a Utility Easement located at 977 Forrest Street.]

MANAGER.

MAY WE HAVE THE READING OF ITEM NUMBER TWO? YES.

ITEM NUMBER TWO IS TO CONSIDER RESOLUTION AUTHORIZING IMMINENT DOMAIN PROCEEDING TO ACQUIRE A UTILITY EASEMENT LOCATED AT 9 77 FOREST STREET IN AUGUST, 2025.

UH, ARCHIE VICTORIA, OWNER OF THE PROPERTY AT 9 77 FOREST STREET CONTACTED THE PUBLIC WORKS DEPARTMENT REGARDING CONCERNS THAT ELECTRICAL LINES ASSOCIATED WITH LIFT STATION LOCATED AT THE CORNER OF FOREST AND LONG WERE HANGING

[00:15:01]

AT A LOW HEIGHT.

AFTER EVALUATING THE SITE, CITY STAFF DETERMINED THAT THE ELECTRICAL SERVICE AND CONTROL BOX COULD BE RELOCATED CLOSER TO THE LIFT STATION AND FENCING INSTALLED AROUND THE FACILITY.

IF A UTILITY EASEMENT EASEMENT COULD BE ATTAINED FROM THE PROPERTY OWNER, THESE IMPROVEMENTS WOULD IMPROVE ACCESS CONTROL AND ALLOW THE ELECTRICAL EQUIPMENT TO BE RELOCATED WITHIN THE PROPOSED EASEMENT AREA.

THE PROPERTY OWNER INITIALLY INDICATED A WILLINGNESS TO CONVEY THE UTILITY EASEMENT.

UM, ON NOVEMBER 19TH, 2025, THE CITY INITIATED EFFORTS TO ACQUIRE A UTILITY EASEMENT ACROSS THE PROPERTY BETWEEN NOVEMBER 19TH, 2025 AND AUGUST 3RD, 2026.

CITY STAFF MADE MULTIPLE ATTEMPTS TO CONTACT THE PROPERTY OWNER TO NEGOTIATE THE EASEMENT.

ACQUISITION COMMUNICATIONS WERE SENT BY CERTIFIED MAIL, REGULAR US MAIL, TELEPHONE, AND HAND DELIVERED CORRESPONDENCE TO THE OWNER'S MAILING ADDRESS AT 49 10 AV LANE.

THE PROPERTY OWNER DID NOT RESPOND TO THESE COMMUNICATIONS.

THE SUBJECT PROPERTY WAS APP APPRO APPRAISED BY COOK AND ASSOCIATES, UH, AS, AS OUTLINED IN YOUR PROP, UH, PACKET, THE VALUE OF $2,000 BECAUSE THE PROPERTY OWNER HAS NOT CONVEYED THE UTILITY EASEMENT NEEDED FOR THE PROPOSED IMPROVEMENTS, THE CITY MUST EMANATE, EXCUSE ME, MUST INITIATE IMMINENT DOMAIN PROCEEDINGS TO ACQUIRE THE REQUIRED EASEMENT UNDER TEXAS LAW.

THE EXERCISE OF IMMINENT DOMAIN AUTHORITY MUST BE AUTHORIZED BY THE GOVERNING BODY THROUGH A SPECIFIC MOTION AND A RECORDED VOTE.

STAFF THEREFORE REQUESTS THE CITY COUNCIL AUTHORIZE, UH, US TO PROCEED WITH THE ACQUISITION, ACQUISITION OF THE UTILITY EASEMENT THROUGH IMMINENT DOMAIN.

UH, FUNDS FOR THIS PROJECT ARE AVAILABLE THROUGH WATER REVENUE BONDS.

THE ADMINISTRATION RECOMMENDS APPROVAL OF THE RESOLUTION.

IS THERE A MOTION FOR ITEM NUMBER TWO? IS THERE A SECOND? YES, SIR.

UH, COUNCILMAN TURNER? YES, MR. MANAGER, OUTTA CURIOSITY, ARE WE SAYING ORIGINALLY THE PROPERTY OWNER REACHED OUT TO THE CITY AND THEN YOU GUYS COULD NO LONGER GET BACK IN TOUCH WITH THE PERSON THAT REACHED OUT? CORRECT.

I BELIEVE THE INITIAL, WE WERE IN GOOD CONVERSATION WITH THE OWNER AND WE FELT LIKE THEY WERE GONNA MOVE FORWARD, BUT THEN, UH, COMMUNICATION STOPPED AND SO WE'RE FORCED TO MOVE FORWARD WITH THIS PROCESS.

SO BASICALLY IT JUST KIND OF GOES TO Y'ALL.

YES, SIR.

ANY OTHER QUESTIONS OR DISCUSSION? DOES THIS REQUIRE A RECORD VOTE? YES, SIR.

ALRIGHT, MAYOR WEST NUMBER FOR MAYOR PROTE CRENSHAW.

COUNCIL MEMBER DORIO FOR COUNCIL MEMBER HILLIARD AGAINST.

COUNCIL MEMBER TURNER FOR, UH, COUNCIL MEMBER WILLIAMS FOR AND COUNCIL MEMBER SHERWOOD.

THANK YOU.

ALRIGHT.

ALL RIGHT.

MOTION PASSES.

MR.

[3. Council to consider a Resolution to amend the OCI Clean Ammonia, LLC Industrial District Agreement Phase I and Phase II.]

CITY MANAGER, MAY WE HAVE THE READING OF ITEM NUMBER THREE? YES.

ITEM NUMBER THREE IS TO CONSIDER RESOLUTION TO AMEND THE OCI CLEAN AMMONIA, LLC INDUSTRIAL AGREEMENT, INDUSTRIAL DISTRICT AGREEMENT, PHASE ONE AND PHASE TWO, UH, OCI CLEAN AMMONIA.

LLC INDUSTRIAL DISTRICT AGREEMENT WAS EXECUTED IN 2022 OCI CLEAN AMMONIA.

LLC WAS ACQUIRED BY WOODSIDE ENERGY GROUP IN MARCH, 2026, WOODSIDE ENERGY GROUP CHANGED THE LEGAL ENTITY NAME FROM OCI CLEAN AMMONIA LLC TO BEAUMONT NEW AMMONIA, LLC.

THIS IS A CHANGE IN NAME ONLY.

AND THE OTHER COMPANY DETAILS, UH, INCLUDING THE ADDRESSES, ET CETERA, UH, REMAIN THE SAME.

UM, AND THE ADMINISTRATION RECOMMENDS APPROVAL OF THE RESOLUTION TO CHANGE THE NAME OF THE TWO AGREEMENTS.

IS THERE A MOTION FOR ITEM NUMBER THREE? IS THERE A SECOND? SECOND.

THERE IS A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER THREE.

IS THERE ANY DISCUSSION? ALL THOSE IN FAVOR OF APPROVAL OF ITEM NUMBER THREE, PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? THE MOTION CARRIES.

MR. CITY

[4. Council to consider an amendment to Chapter 2 of the City Code of Ordinances.]

MANAGER, MAY WE HAVE THE READING OF ITEM NUMBER FOUR? YES SIR.

ITEM NUMBER FOUR IS TO CONSIDER AN AMENDMENT TO CHAPTER TWO OF THE CITY CODE OF ORDINANCES.

UH, ORDINANCE 84 DASH 1 63 ESTABLISHED THE POLICE DEPARTMENT AND DUTIES OF THE POLICE CHIEF IN CHAPTER TWO

[00:20:01]

OF THE CITY CODE OF ORDINANCES.

UH, CHAPTER TWO WAS AMENDED AND THE ESTABLISHMENT SECTION FOR THE POLICE DEPARTMENT WAS REMOVED.

WHILE NOT REQUIRED, THIS ESTABLISHMENT PROVISION IS CONSIDERED BEST PRACTICE AND NECESSARY FOR THE POLICE DEPARTMENT'S ACCREDITATION PROCESS.

UM, ADMINISTRATION RECOMMENDS APPROVAL OF THE ORDINANCE.

IS THERE A MOTION FOR ITEM NUMBER FOUR? SO MOVE SECOND.

THERE'S A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER FOUR.

IS THERE ANY DISCUSSION? COUNCILMAN TURNER? CAN YOU JUST GIVE US SOME HISTORY ON LIKE WHAT BROUGHT THIS ABOUT AND WHY WE'RE DISCUSSING THIS TODAY? YEAH, I'LL ASK THE CITY ATTORNEY OR THE CHIEF.

UM, IT'S, BUT I BELIEVE THAT GRANT, AGAIN, THE ORIGINAL 1984 ORDINANCE, UH, WAS PROPER, BUT OVER TIME IT, THE, UH, REFERENCE FELL OUT.

UH, BUT THIS WOULD BE TO CLEAN IT UP, BUT I'LL DEFER TO THE CITY ATTORNEY FOR MORE DETAILS.

SO, AND I BELIEVE THE POLICE CHIEF IS HERE AND CAN SPEAK FURTHER TO THE PROCESS, BUT THE POLICE DEPARTMENT IS GOING THROUGH THE ACCREDITATION PROCESS.

IN 1984, THE DUTIES OF THE DEPARTMENT WERE ESTABLISHED AND THEN WE DID A, A UPDATE TO THE ORDINANCE IN THAT PROVISION REGARDING POLICE, IF YOU GO TO DIVISION TWO, IT HAS THE FIRE DEPARTMENT, BUT IT OMITTED POLICE WAS OMITTED AND THEY NEED A RESOLUTION OR LANGUAGE IN THE CHARTER IN ORDER FOR THIS TO GO FOR THEIR CERTIFICATION.

UM, SO ONE, IT NEEDS TO BE IN THERE TO BE IN LINE WITH OUR OTHER ESTABLISHMENTS LIKE POLICE AND FIRE, BUT ALSO TWO, IT'S A PART OF THEIR ACCREDITATION PROCESS.

OKAY.

SO WITHOUT THIS LANGUAGE WE WOULD, IT WOULD IMPACT THEM HAVING THE ABILITY TO GET THE ACCREDITATION? YES, SIR.

OKAY.

ANY OTHER QUESTIONS, DISCUSSIONS? ALL THOSE IN FAVOR OF APPROVING ITEM NUMBER FOUR, PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? THE MOTION CARRIES.

[5. Council consider a request for a Specific Use Permit to allow a restaurant within a GC-MD-2 (General Commercial-Multiple Family Dwelling-2) zoning district for property located at 505 25th Street.]

MR. CITY MANAGER, IF WE MAY HAVE THE READING ON ITEM FIVE.

YES SIR.

ITEM NUMBER FIVE IS TO CONSIDER A REQUEST FOR A SPECIFIC USE PERMIT TO ALLOW A RESTAURANT WITHIN A GCM D TWO GENERAL COMMERCIAL MULTIFAMILY DWELLING TWO DISTRICT, UH, AT, FOR THE PROPERTY LOCATED AT 5 0 5 20 FIFTH STREET.

AT THE JOINT PUBLIC HEARING HELD ON SEPTEMBER 21ST, 2026, THE PLANNING COMMISSION RECOMMENDED FIVE TO ONE TO DENY THE REQUEST FOR THE SPECIFIC USE PERMIT TO ALLOW A RESTAURANT, UH, AT THIS LOCATION.

UM, HOWEVER, SHOULD THE COUNSEL CHOOSE TO APPROVE THIS REQUEST, UH, WE WOULD ASK YOU TO CONSIDER THE FOLLOWING CONDITIONS, UH, THAT ARE RELATED TO THE PROPOSAL.

NUMBER ONE, CONSTRUCTION PLANS MUST MEET ALL REQUIREMENTS BY WATER UTILITIES FOR WATER AND SANITARY SEWER SERVICES, INCLUDING ANY REQUIREMENTS OF THE CITY'S BACKFLOW, PRE-TREATMENT AND OR FOG PROGRAM.

NUMBER TWO, NO PERMANENT STRUCTURES OR AURS SHALL BE PLACED WITHIN THE EASEMENT ALLEYWAY OR RIGHT AWAY PROPERTY.

NUMBER THREE, CONSTRUCTION PLANS SHALL COMPLY WITH ALL APPLICABLE BUILDING AND FIRE CODES.

NUMBER FOUR, CONSTRUCTION PLANS SHALL BE IN COMPLIANCE WITH SECTION 28.0 4.06, LANDSCAPING AND SCREENING REQUIREMENTS.

NUMBER FIVE, ALL LIGHT LIGHT LIGHTING INSTALLED MUST BE DIRECTIONAL AND SHIELDED FROM ALL RESIDENTIAL PROPERTIES TO THE NORTH, NORTHEAST, AND EAST.

ALL BUSINESS OPERATIONS SHALL BE IN COMPLIANCE WITH SECTION 28.0 4.007.

THE PERFORMANCE STANDARDS NUMBER SEVEN SHALL NOT INTERFERE WITH EXISTING DRAINAGE SYSTEM TO THE WEST OF THE PROPERTY OPERATED BY DRAINAGE DISTRICT NUMBER SIX.

NUMBER EIGHT SHALL SUBMIT A PARKING PLAN SUBJECT TO APPROVAL BY THE PUBLIC WORKS DIRECTOR.

NUMBER NINE, DRIVEWAY ENTRANCES MUST, SHALL BE OFFSET RATHER 10 FEET FROM THE PROPERTY.

LINE.

NUMBER 10 SHALL PROVIDE AN ACCESSIBLE, UH, ROUTE OR ROUTE FROM PARKING SPACES TO BUILDING ENTRANCE IN ACCORDANCE WITH APPLICABLE A DA REQUIREMENTS.

AND FINALLY, NUMBER 11 SHALL DESIGN THE PARKING LOT SO THAT IT DOES NOT ENCROACH INTO THE RIGHT OF WAY, MAINTAINING A MINIMUM 30 FOOT SETBACK FROM INTERSECTION AND SHALL NOT CONFLICT WITH EX EXISTING UTILITIES.

UM, AGAIN, THE PLANNING COMMISSION RECOMMENDED, UH, DENIAL OF THIS REQUEST AND THIS ADMINISTRATION IS RECOMMENDING DENIAL AS WELL.

ALRIGHT, IS UH, THERE A MOTION F TO DENY ON ITEM NUMBER FIVE? MOTION TO DENY.

SECOND, THERE IS A MOTION AND A SECOND FOR DENIAL OF ITEM NUMBER FIVE.

IS THERE ANY DISCUSSION? COUNCILMAN TURNER? JUST FOR CLARITY, UH, CAN YOU KINDA EXPLAIN SOME OF THE, THE REASONING BEHIND THE DENIAL? SO YOU MAY RECALL THIS PROPERTY WAS REZONED MAYBE A YEAR, YEAR AND A HALF AGO.

UM, AND IF YOU LOOK AT THE FINAL, THE MAP ZONING MAP ON, ON YOUR, INCLUDED IN YOUR PACKET, THIS IS THE CORNER LOT OF 25TH AND CALDER STREET.

AND IF YOU NOTICE THAT AS AN EXISTING

[00:25:01]

RESIDENTIAL AREA, AND SO THERE WAS OPPOSITION FROM SOME NEIGHBORS.

UM, AND SO AGAIN, THIS WOULD BE CONVERTING, UH, BASICALLY A PROPERTY WHICH IS ZONE COMMERCIAL.

UM, BUT CONVERTING IT FROM A HOME TO A COMMERCIAL ACTIVITY.

UM, AND AGAIN, IT'S, IT'S RELATED TO A COFFEE SHOP RESTAURANT, WHICH OF COURSE THE ACTIVITIES, UM, RELATED TO THAT ARE VERY DIFFERENT FROM THAT OF A SINGLE FAMILY USE.

SO AGAIN, WHEN THAT REZONING TOOK PLACE, IT WAS REZONED TO GCM D TWO SO THAT ANY, ANY PROJECT THAT MOVES FORWARD HAS TO COME BACK TO THE PLANNING COMMISSION AND CITY COUNCIL, WHICH IS WHAT'S HAPPENING HERE.

SO, UM, AS A RESULT, UM, THAT WAS THE RECOMMENDATION.

THANK YOU.

COUNCILMAN DURIO, DO THEY HAVE ANY, UH, RESIDENTS FROM THE NEIGHBORHOOD THAT CAME TO THE P AND Z AND SPOKE OUT AGAINST IT? YES, AND I'LL LET DEMI, DO YOU WANNA ELABORATE? YES.

UH, THE CONCERNS WERE, UM, NOISE ODOR FROM LIKE THE DUMPSTERS, HAVING A RESTAURANT THERE, UM, CHILDREN AT PLAY ALONG 25TH STREET AND 24TH STREET IN THAT LOOP.

UM, THOSE WERE GENERALLY THE CONCERNS.

PARKING.

PARKING.

THANK YOU.

NO OTHER QUESTIONS OR DISCUSSIONS? ALL THOSE IN FAVOR OF DENYING, UH, ITEM NUMBER FIVE AS PRESENTED, SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? MOTION CARRIES.

WE

[6. Council consider a request for a Rezoning a portion of a property from R-S (Residential-Single Family Dwelling) to GC-MD (General Commercial-Multiple Family Dwelling) or a more restrictive zoning district for property located at 3750 E. Lucas Drive.]

HAVE A READING OF ITEM NUMBER SIX, MR. SEAT MANAGER.

YES.

ITEM NUMBER SIX IS TO CONSIDER A REZONING, UH, OF A PORTION OF A PROPERTY FROM RS RESIDENTIAL SINGLE FAMILY DWELLING TO CMD, GENERAL COMMERCIAL MULTIFAMILY DWELLING, OR MORE RESTRICTIVE ZONING DISTRICT FOR THE PROPERTY LOCATED AT 37 50 EAST LUCAS.

UM, AND AT A JOINT PUBLIC HEARING HELD SEPTEMBER 21ST, 2026, THE PLANNING COMMISSION RECOMMENDED SIX TO ZERO TO APPROVE THE REQUEST FOR THE REZONING.

UH, THE ADMINISTRATION RECOMMENDS APPROVAL OF THE REZONING ORDINANCE AS WELL, .

SECOND, THERE IS A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER SIX.

IS THERE ANY QUESTIONS OR DISCUSSION? ALL THOSE IN FAVOR OF APPROVAL OF ITEM NUMBER SIX, PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? MOTION CARRIES.

[7. Council consider a request for a Specific Use Permit to allow an administrative office and professional services within an RCR-H (Residential Conservation Revitalization-Historic) zoning district for property located at 2115 Mcfaddin Avenue.]

WE HAVE THE READING OF ITEM NUMBER SEVEN, MR. SEED MANAGER.

YES.

ITEM NUMBER SEVEN IS REQUEST FOR A SPECIFIC USE PERMIT TO ALLOW AN ADMINISTRATIVE OFFICE AND PROFESSIONAL SERVICES, UM, WITHIN AN RCR RESIDENTIAL CONSERVATION REVITALIZATION.

HISTORIC ZONING DISTRICT FOR PROPERTY LOCATED AT 2115 MCFADDEN AVENUE HAD A JOINT PUBLIC HEARING HELD SEPTEMBER 21ST, 2026.

THE PLANNING COMMISSION RECOMMENDED SIX TO ZERO TO APPROVE THE REQUEST FOR THE SPECIFIC USE PERMIT, UH, TO ALLOW ADMINISTRATIVE OFFICES AND PROFESSIONAL SERVICES AT THIS LOCATION WITH THE FOLLOWING CONDITIONS.

NUMBER ONE, CONSTRUCTION PLANS MUST MEET ALL REQUIREMENTS BY WATER UTILITIES FOR WATER AND SANITARY SEWER SERVICES, INCLUDING ANY REQUIREMENTS OF THE CITY'S BACKFLOW, PRETREATMENT, AND OR FOG PROGRAM.

AND NUMBER TWO, THE ESTABLISHMENT AND PROPERTY PREMISES, UH, SHALL BE IN COMPLIANCE WITH THE BUILDING CODE, FIRE CODE, ZONING CODE, OFFENSES, AND NUISANCE CODE, HEALTH AND SANITATION CODE, AND ALL OR OTHER APPLICABLE CODES OF THE CITY.

THE ADMINISTRATION RECOMMENDS APPROVAL OF THE ORDINANCE WITH THE SAME CONDITIONS.

IS THERE A MOTION FOR ITEM NUMBER SEVEN? MOVED.

SECOND.

THERE IS A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER SEVEN.

IS THERE ANY DISCUSSION OR QUESTIONS? ALL THOSE IN FAVOR OF APPROVING ITEM NUMBER SEVEN, PLEASE SIGNIFY BY SAYING AYE.

ANY OPPOSED? MOTION CARRIES MR.

[8. Council consider a request for a Specific Use Permit to allow an administrative office within a GC-MD-2 (General Commercial-Multiple Family Dwelling-2) zoning district for property located at 5430 Concord Road.]

CITY MANAGER.

ITEM NUMBER EIGHT, PLEASE.

YES.

ITEM NUMBER EIGHT IS TO CONSIDER A REQUEST FOR A SPECIFIC USE PERMIT TO ALLOW AN ADMINISTRATIVE OFFICE WITHIN A-G-C-M-D-M-D TWO GENERAL COMMERCIAL MULTIFAMILY DWELLING TWO ZONING DISTRICT FOR PROPERTY LOCATED AT 54 30 CONCORD ROAD, UH, AT A JOINT PUBLIC HEARING HELD SEPTEMBER 21ST, 2026.

THE PLANNING COMMISSION RECOMMENDED SIX TO ZERO TO APPROVE THE REQUEST FOR THE SPECIFIC USE PERMIT WITH THE FOLLOWING CONDITIONS.

UH, NUMBER ONE, CONSTRUCTION PLANS MUST MEET ALL REQUIREMENTS BY, UH, WATER UTILITIES FOR ANY WATER AND SANITARY SEWER IMPROVEMENTS, INCLUDING ANY REQUIREMENTS OF THE CITY'S BACKFLOW, PRETREATMENT, AND OR FOG PROGRAM.

NUMBER TWO, CONSTRUCTION SHALL COMPLY WITH THE DRAINAGE DISTRICT NUMBER SIX'S DRAINAGE CRITERIA.

NUMBER THREE, CONSTRUCTION SHALL COMPLY WITH THE ADOPTED BUILDING AND FIRE CODES, AND THE ADMINISTRATION RECOMMENDS APPROVAL OF THE ORDINANCE WITH THE SAME CONDITIONS.

THERE IS A MOTION AND A SECOND FOR APPROVAL OF

[00:30:01]

ITEM NUMBER EIGHT.

IS THERE ANY DISCUSSION? ALL THOSE IN FAVOR OF APPROVING ITEM NUMBER EIGHT, PLEASE SIGNIFY BY SAYING AYE.

YES.

ANY OPPOSED? MOTION CARRIES.

[ Council to conduct a Public Hearing to receive comments regarding the proposed update to the City of Beaumont Comprehensive Plan]

MR. CITY MANAGER, WOULD YOU PLEASE TAKE A SEAT TO THE PUBLIC HEARING? YES.

WE'RE ASKING COUNSEL TO CONDUCT A PUBLIC HEARING TO RECEIVE COMMENTS REGARDING THE PROPOSED UPDATE TO THE CITY OF BEAUMONT'S COMPREHENSIVE PLAN.

PUBLIC HEARING IS OPEN.

I DON'T HAVE ANYBODY THERE.

APRIL CITY WILL BE COMING UP.

UH, REAL QUICK, I WANTED TO INTRODUCE ABEL CITY TO COME UP AND, UM, DO A PRESENTATION OF THE, UH, COMPREHENSIVE PLAN.

THANK YOU.

WELCOME.

THANK YOU COUNCIL.

UM, ALFONSO, FIRST OF ALL, INTRODUCE MYSELF.

MY NAME'S SAMUEL HAAS.

I'M A PLANNING STUDIO HEAD AT ABLE CITY.

UM, ALFONSO HERE WAS OUR PROJECT MANAGER FOR THIS PROJECT AND HE HAS A PRESENTATION FOR Y'ALL.

UM, BUT BEFORE WE GET STARTED, I'D JUST LIKE TO SHARE A FEW WORDS OF APPRECIATION FOR, UH, THE BEAUMONT CITY STAFF AND TREMENDOUS HELP THROUGH THIS PROCESS.

UM, THE STEERING COMMITTEE WHO'S BEEN DILIGENTLY MEETING WITH US THROUGHOUT THE WHOLE PROCESS.

AND THEN OF COURSE, THE CITIZENS AND RESIDENTS OF BEAUMONT WHO HAVE BEEN SO GENEROUS WITH THEIR TIME TO PROVIDE US WITH THEIR IDEAS AND INPUT.

UH, WITHOUT THEM THIS PLAN WOULD NOT BE POSSIBLE.

SO WITHOUT FURTHER ADO, GIVE IT TO ALPHONSO.

THANKS.

GOOD MORNING EVERYONE.

MORNING.

THANK YOU.

GOOD MORNING.

I'M HERE TO TALK ABOUT THE, UH, NEW BEAUMONT COMPREHENSIVE PLAN.

THANK YOU.

SORRY ABOUT THAT.

ALRIGHT, I HAVE A BRIEF, UH, PRESENTATION FOR YOU ALL.

UM, JUST TO RECAP AND GO OVER A LOT OF THE DETAILS, THAT WAS THE WHOLE PROCESS IN ITSELF.

UM, THE PLAN ITSELF, ALL THE CHAPTERS IT ENTAILS, THE, THE CONTENT, AND THEN THE PATH MOVING FORWARD, WHAT'S NEXT? IMPLEMENTATION, ALL WITH HOPES TO GET, UH, CONSIDER AN ADOPTION DECISION.

THIS PLAN WAS ALSO CREATED, UM, IN ASSOCIATION WITH, UH, TELSON AND ASSOCIATES WHO HANDLED THE MULTI-MODAL TRANSPORTATION ELEMENT AND PTA AND COMPANY WHO HANDLED THE INFRASTRUCTURE CIVIL ENGINEER PORTION.

AS FAR AS THE TIMELINE GOES, A YEAR AGO TODAY, TO BE HONEST WITH YOU, UM, WE STARTED OFF WITH OUR KICKOFF INTRODUCTION MEETINGS WITH STAFF AND, UM, STEERING COMMITTEE.

THEN WE PROCEEDED ONTO A LOT OF OUR COMMUNITY ENGAGEMENT.

AND NOVEMBER WE HAD A KICKOFF PRESENTATION.

AND IN FEBRUARY WE CAME BACK FOR A COMMUNITY CHARETTE.

UH, WE GATHERED A LOT OF IMPORTANT INFORMATION FROM THE COMMUNITY THAT WE USE TO CREATE A DRAFT, UM, COMP PLAN, AND WE HAD IT AVAILABLE FOR STAFF THROUGH OUR WEBSITE AND THE PUBLIC THROUGH OUR, OUR WEBSITE, WHICH IS PLAN BEAUMONT.COM.

UM, WITH THAT, ALL THAT TO SAY IS THAT WE HAVE IT AVAILABLE, UM, FOR YOU ALL TODAY, UH, WITH, AND THAT, THAT BRINGS US TO THE REVIEW AND ADOPTION PHASE.

I'LL START OFF WITH THE PROCESS.

YOU KNOW, HOW DO WE START A COMP PLAN? IT ALL BEGAN, WE WITH COMMUNITY INPUT.

WE WANTED TO BE VERY FOCUSED ON COMMUNITY INPUT AND ENGAGEMENT.

AND AS I MENTIONED BEFORE, WE HAD THESE, UM, EVENTS WHERE WE ATTENDED AND WE WELCOME THE COMMUNITY TO HAVE, UM, YOU KNOW, HANDS-ON SESSIONS.

WE HAD, UM, MEETINGS, FOCUS GROUP MEETINGS, PRESENTATIONS.

WE ARE DOWN ACROSS THE STREET AT THE DOWNTOWN LIBRARY, UM, ALL WEEK AND JUST WELCOME PEOPLE COME IN TO HELP, UH, ANSWER ANY QUESTIONS THEY HAVE.

UM, THROUGHOUT THAT PROCESS, THAT INCLUDED A LITTLE BIT MORE OVER THAN OVER A HUNDRED PARTICIPANTS.

UM, VARIOUS MEETINGS.

WE ALSO CONDUCTED A ONLINE SURVEY, WHICH WAS AVAILABLE FROM JANUARY THROUGH MARCH.

AND THAT WAS, YOU KNOW, ANOTHER OPPORTUNITY FOR, FOR THE PUBLIC TO PROVIDE THEIR INPUT THAT MAYBE COULDN'T ATTEND THE IN-PERSON MEETINGS AND PRESENTATIONS.

PLAN BEAUMONT.COM IS THE PROJECT WEBSITE WHERE WE HAD A LOT OF OUR INFORMATION.

PEOPLE CAN GO TO UPDATES, REVIEW THE DRAFT, AND PROVIDE COMMENTS.

SO, YOU KNOW, WE COLLECTED A LOT OF THE INFORMATION, AS I MENTIONED.

UM, NOW THAT WE HAVE THAT WE ARE LOOKING FOCUSED ON ACTUALLY DRAFTING THE PLAN, AND IT ALL BEGINS WITH GUIDING PRINCIPLES.

THOSE ARE, YOU KNOW, OVERARCHING THEMES AND FOCUS AND DIRECTION.

WE WANTED THE COMP PLAN TO GO.

WE, WE TERMED THESE, UH, THE FIVE BIG IDEAS.

UH, THEY INCLUDED, UH, PROTECTING AND RESTORING DOWNTOWN CREATED MOBILITY OPTIONS THAT ARE SAFE AND CONNECTED.

INCREASED ACCESS TO PARKS IN NATURE, PLAN A PROSPEROUS CITY FOR EVERYONE, AND LEVERAGING HERITAGE AND INSTITUTIONS AS AN ENGINE FOR INNOVATION.

I'M GONNA BRIEFLY GO OVER EACH CHAPTER, BUT I, I, I'LL MAKE IT, I'LL MAKE IT BRIEF.

UM, THE CHAPTER ONE IS THE INTRODUCTION, WHICH IS HOW IT SOUNDS.

IT'S A OVERVIEW BACKGROUND, EXPLAINS WHAT A COMP PLAN IS, AND HELPS SET UP THE, UH, THE FU THE PROCEEDING CHAPTERS.

UM, I, I WILL STOP AND MENTION THAT EACH CHAPTER FROM HERE ON HAS A GOALS, POLICIES, AND ACTION ITEMS ASSOCIATED WITH IT.

AND I'LL EXPLAIN MORE IN DETAIL IN OUR IMPLEMENTATION

[00:35:01]

PORTION.

SO, CHAPTER TWO, THAT'S THE LAND USE AND URBAN DESIGN CHAPTER.

HERE ARE THE GOALS FOR THE CHAPTER, BUT I'LL, I'LL HIGHLIGHT JUST A FEW OF 'EM.

UH, FOR EXAMPLE, ONE OF THE GOALS IS TO STRENGTHEN DOWNTOWN AND ALSO CREATE INFILL NEIGHBORHOODS WITH A VARIETY OF HOUSING TYPES, AS WELL AS USE FORM-BASED CODES TO CREATE WALKABLE AREAS AND NEIGHBORHOODS.

THE MAP YOU SEE ON THE LEFT SIDE, UM, IS AN IMAGE OF THE FUTURE LAND USE MAP, AND THAT'S A RESOURCE AND TOOL, UM, USED, USED TO HELP GUIDE DEVELOPMENT FROM A LAND USE PERSPECTIVE, UH, FOR THE CITY MOVING FORWARD.

IT'S ALSO VALUABLE AND HELPFUL WHEN MAKING DECISIONS ON REZO REZONING OF PROPERTIES.

CHAPTER THREE WAS THE ECONOMIC DEVELOPMENT CHAPTER.

HERE WE'RE LOOKING TO FORGE A COHESIVE TALENT ECOSYSTEM TO SUSTAIN THE WORKFORCE, AS WELL AS CULTIVATE A RESILIENT ENTREPRENEUR ECONOMY IN TANDEM WITH INDUSTRIAL GROWTH.

CHAPTER FOUR IS PUBLIC SERVICES AND FACILITIES.

HERE WE'RE LOOKING TO IMPROVE SAFETY AND A SENSE OF SECURITY, WHILE ALSO, UH, LOOKING TO IDENTIFY HEALTH EQUITY AND THE ELIMINATION OF SERVICE DESERTS.

TO ACHIEVE THAT, IT'S LOOKING TO DO A FI 15 MINUTE CITY FRAMEWORK WHERE ESSENTIAL SERVICES ARE ACCESSIBLE TO EVERYONE.

CHAPTER FIVE IS THE TRANSPORTATION MULTIMODAL TRANSPORTATION CHAPTER.

HERE WE'RE LOOKING TO PROVIDE SAFE AND WELL CONNECTED MOBILITY SYSTEMS FOR ALL USERS, YOU KNOW, AND ESSENTIALLY JUST WORK TO CREATE BEAUTIFUL STREETS FOR, FOR BEAUMONT.

CHAPTER SIX IS THE HOUSING CHAPTER.

HERE WE'RE LOOKING TO EXPAND HOUSING CHOICES FOR A MORE DI MORE DIVERSE STOCK, AS WELL AS UTILIZE VACANT LAND FOR HOUSING AND NEIGHBORHOOD REINFORCEMENT.

CHAPTER SEVEN WAS A PARKS, TRAILS AND OPEN SPACE CHAPTER.

HERE WE'RE LOOKING TO ENHANCE PARK ACCESSIBILITY AND CONNECTIVITY, WHILE ALSO LOOKING TO MODERNIZE PARK INFRASTRUCTURE FOR RESILIENCE AND STEWARDSHIP.

CHAPTER EIGHT IS THE CULTURAL AND HISTORIC PRESERVATION CHAPTER.

HERE WE'RE LOOKING TO FIRST AND FOREMOST PRESERVE AND PROMOTE BEAUMONT'S HISTORIC IDENTITY, WHILE ALSO LOOKING TO PROMOTE DOWNTOWN REVITALIZATION.

AND THAT COULD BE DONE THROUGH ADAPTIVE REUSE AND REPURPOSING OF BUILDINGS.

CHAPTER NINE IS THE RESILIENCE PLAN.

HERE WE'RE LOOKING TO REDUCE FLOOD RISK AND ENHANCED WATER MANAGEMENT, WHILE ALSO STRENGTHENING INFRASTRUCTURE AND CRITICAL SYSTEMS. AND THIS CHAPTER WAS ALSO CREATED, UM, IN ASSOCIATION AND REFERENCE TO THE JEFFERSON COUNTY HAZARD MITIGATION ACTION PLAN AND THE CITY OF BEAUMONT HAZARD MITIGATION PLAN.

CHAPTER 10 IS A COLLECTION OF ALL THE PREVIOUS CHAPTERS THROUGH ARE GOAL POLICIES AND ACTION ITEMS ALL IN ONE SPOT, IN ONE PLACE.

UM, IT'S CALLED THE IMPLEMENTATION MATRIX.

BEFORE I SHOW YOU THAT IT'S A TIERED, UH, YOU KNOW, HIERARCHY OF IT.

THE GOALS ARE AT THE TOP, YOU KNOW WHERE YOU WANT TO GO.

WHAT ARE THE, THE, THE IDEAS, THE FOCUS, THE POLICIES ARE THE SPECIFIC GUIDELINES THAT YOU'LL NEED.

AND DIRECT DECISION MAKING APPROACHES AND ACTION ITEMS ARE THE ACTUAL SPECIFIC THINGS YOU NEED TO DO IN ORDER TO MAKE THE GOALS ACHIEVABLE.

FOR EXAMPLE, HERE'S AN IMAGE OF THE IMPLEMENTATION MATRIX.

IT'S BROKEN DOWN TO POLICIES AND ACTION ITEMS AND GOALS.

UM, EACH ITEM HAS A DESCRIPTION AS WELL AS A RESPONSIBLE PARTY.

SO WHO WOULD BE RESPONSIBLE FOR MANAGING, UM, POTENTIAL FUNDING SOURCE FOR EACH ITEM AS WELL AS, AS A TIMELINE.

THE TIMELINE GOES SHORT TERM, WHICH IS UP TO FIVE YEARS, MIDTERM UP TO 10, AND LONG TERM UP TO 20 YEARS.

THE IMPLEMENTATION CHAPTER, UH, IS VERY IMPORTANT.

IT ACTUALLY HELPS PROVIDE CITY STAFF WITH THE TOOLS AND RESOURCES THEY NEED TO IDENTIFY POTENTIAL FUNDING SOURCES AS WELL AS SET UP EFFECTIVE FRAMEWORK WITH PRIORITIES, CONNECTIONS TO ACTIONS AND TRACK PROGRESS.

LAST BUT NOT LEAST IS THE APPENDICES.

THIS IS A COLLECTION OF ALL THE DATA WE GOT THROUGHOUT THE WHOLE PROCESS.

UM, SURVEY DATA RESULTS, UM, NOTES, UM, YOU KNOW, INFORMATION WE RECEIVE FROM THE PUBLIC, UH, AND ALSO ADDITIONAL PLANS THAT HELP SUPPORT A LOT OF THE CONTENT WITHIN THE CHAPTERS.

I DID WANNA HIGHLIGHT JUST ONE APPENDIX ITEM, WHICH WAS THE INFRASTRUCTURE ASSESSMENT REPORT.

THIS WAS CREATED BY PAT AND COMPANY.

UM, WHAT IT IS, IT'S A REPORT THAT INCLUDES EXISTING CONDITIONS, NEEDS ASSESSMENT AND POLICY RECOMMENDATIONS, BUT SPECIFICALLY FOR WATER WASTEWATER AND DRAINAGE.

UM, IT CAN GET A BIG TECHNICAL, SO THAT'S WHY WE DECIDE TO SEPARATE IT FROM THE CHAPTERS.

FOR EXAMPLE, ONE OF THE RECOMMENDATIONS WITHIN THIS REPORT STATES, UM, MAKE MULTI-USE DISTRIBUTED DETENTION.

THE CITY'S PREFERRED FLOOD CONTROL APPROACH.

THIS CAN BE ACHIEVED BY CONVERTING

[00:40:01]

SUITABLE, UNDERUTILIZED VACANT PROPERTIES INTO A DUAL PURPOSE DRY POND RETENTION AND DETENTION THAT, UH, DOUBLES AS A RECREATIONAL USE SUCH AS A PARK.

THE REPORT, THE REPORT ALSO STATES THAT BY TREATING, UH, WITH THREE SYSTEMS AS ONE INTERCONNECTED HOLE, THE CITY CAN CONVERT ITS PROP A MANDATE, AND CIP INVESTMENT INTO MEASURABLE AND LASTING GAINS IN FLOOD PROTECTION, WATER RELIABILITY, AND RESILIENCE.

SO THE PLAN ITSELF, YOU KNOW, IT'S IMPORTANT THAT THIS PLAN AT ANY COMP PLAN DOESN'T GO WITH UNUSED.

IT'S LEFT ON THE SHELF FOR GOD AND ABOUT COLLECTS DUST, JUST NOT USEFUL.

YOU KNOW, THERE'S WAYS TO HELP IMPLEMENT IT AND USE THIS TO MAKE IT A USEFUL DOCUMENT.

ONE WAY IS YOU CAN USE IT TO HELP ALIGN YOUR GOALS AND DECISION MAKING, UH, BY THE SUPPORTING, UH, DOCUMENT AND INFORMATION WITHIN IT, YOU CAN HELP IT TO USE, TO HELP PRIORITIZE INVESTMENT THROUGH CONNECTION WITH THE CIP OR GRANTS AND BUDGETS.

YOU CAN USE IT FOR DELIVERING ACTION BY ASSIGNING, UH, ROLES, STAFFING ORGANIZATIONS TO HELP MANAGE AND OVERSEE, AS WELL AS USE IT TO HELP TRACK, UM, PROGRESS ANNUALLY.

I, I, I MENTIONED THAT THIS PLAN ISN'T JUST FOR, YOU KNOW, ONE INDIVIDUAL OR DECISION MAKERS.

IT IS FOR THE WHOLE CITY TO USE.

RESIDENTS CAN USE IT TO CHAMPION PRIORITIES, BUILD MOMENTUM.

COMMUNITY GROUPS CAN USE TO ADVOCATE, ORGANIZE RESEARCH FOR POLICY CHANGES.

CITY LEADERS CAN USE IT TO HELP GAIN POLITICAL BACKING AND SUPPORT A CLEAR DECISION MAKING.

ALL THAT TO SAY IS, AGAIN, IT'S, IT'S FOR THE COMMUNITY TO USE.

UM, AND THAT'S THE WAY THAT IT'LL EFFECTIVELY TURN INTO A STRONGER, FASTER IMPLEMENTATION PROCESS AS WELL AS A USEFUL DOCUMENT FOR THE CITY MOVING FORWARD.

SO THAT BRINGS US TO TODAY.

UM, BUT JUST GOING BACK A LITTLE BIT, WE MET WITH THE STEERING COMMITTEE AND CITY STAFF MONTHLY FOR THE PAST YEAR.

UM, AND THEN YEAH, WE, WE JUST, I WAS HERE, UM, BACK ON MONDAY, THE SEPTEMBER 21ST, AND, UH, WE DID A PRESENTATION FOR PLANNING AND ZONING COMMISSION, WHICH WENT WELL.

THEY RECOMMENDED APPROVAL.

UM, SO THAT LEADS US TO TODAY AND THE DECISION IN FRONT OF YOU ALL.

I JUST WANNA SAY THANK YOU FOR ALLOWING US TO WORK WITH YOU IN THE CITY.

UM, WE HAD A GREAT EXPERIENCE AS SAM SAID.

UH, REALLY APPRECIATED THAT.

AND, UM, I'M AVAILABLE TO HELP ANSWER ANY QUESTIONS YOU MAY HAVE.

THANK YOU.

COUNCILMAN TURNER.

WHEN YOU SAY SERVICE DESERTS, UH, CAN YOU BE A LITTLE BIT MORE SPECIFIC? WE'RE TALKING ABOUT GENERAL SERVICES THAT MAY BE NEEDED IN A PARTICULAR COMMUNITY.

CAN YOU KIND OF EXPAND UPON THAT? YES.

UM, TYPICALLY WHEN YOU'RE THINKING OF THE SERVICE DESERTS, IT'S UH, ESSENTIAL SERVICES.

SO LIKE HEALTH, UM, CLINICS, SOMETIMES THEY'RE LOCATED IN, IN AREAS WHERE THEY'RE NOT EASILY ACCESSIBLE TO CERTAIN RESIDENTS.

SO IT TAKES 'EM LONGER TO GET TO AND SOMETIMES PROHIBITS THEM FROM GETTING TO.

SO BY IDENTIFYING THOSE YOU CAN FOCUS AND HAVING THEM RELOCATED OR NEW ONES LOCATED IN AREAS WHERE IT'S EASY TO GET TO FOR EVERYONE THROUGHOUT THE CITY.

SO IN THE CITY OF BEAUMONT, WE HAVE SOME ISSUES SUCH AS MAYBE FOODS DESERTS, SPECIFICALLY IN WARDS THREE AND WARDS FOUR, BUT A COMPREHENSIVE PLAN.

I LIKE THE FACT THAT WE SAID SERVICE DESERTS, BUT YOU KNOW, AS A CITY I LIKE TO KNOW WHAT CAN WE DO TO MAYBE PUT INCENTIVIZED PACKAGES TOGETHER, MAYBE TO ENCOURAGE THE DEVELOPERS IN THOSE PARTICULAR AREAS.

I KNOW WE CAN'T CONTROL WHAT DEVELOPERS CHOOSE TO DEVELOP AND SPEND THEIR MONEY, BUT THE MOST WE CAN DO TO INCENTIVIZE IT, I WOULD HIGHLY RECOMMEND IT.

YEAH, THANK YOU COUNCILMAN.

UM, I GUESS MY QUESTION WAS, WHEN YOU SAID SERVICE DESERTS, DID YOU GUYS ACTUALLY IDENTIFY THE FOOD DESERTS OR PHARMACY DESERTS OR WHATEVER THE CASE MAY BE? WHAT DID Y'ALL MAKE A LIST? WE LOOKED AT AND WE HAVE A MAP AND WE EXPLORED THE SERVICE LIKE ESSENTIAL SERVICES, BUT NOT, NOT THE FOOD ONES, BUT WE DID, UH, THE ESSENTIAL SERVICES AND WE IDENTIFIED THAT THERE WAS A LACK IN, UH, CONSIDERED DESERT IN CERTAIN AREAS, CERTAIN WARDS.

THANK YOU.

MM-HMM .

THANK YOU SIR.

THANK YOU MAYOR.

BEFORE WE CLOSE THE PUBLIC HEARING, JUST PRINCE WOULD LIKE TO COME TO THE PODIUM.

OKAY.

THANK YOU.

GOOD AFTERNOON.

I JUST WANTED TO TAKE A MOMENT.

UH, AS THIS PROJECT IS COMING TO A CONCLUSION, WE'VE BEEN IN PROGRESS WITH ABEL CITY AND WITH THE WHOLE PROCESS OF PUBLIC PARTICIPATION FOR OVER A YEAR NOW.

AND PRIOR TO THAT, WE, UH, SUBMITTED THE APPLICATION FOR THE GENERAL LAND OFFICE GRANT THAT FULLY FUNDED THIS PROJECT WITH NO MATCH REQUIREMENT BACK IN 2024.

SO IT'S BEEN A PRETTY LONG PROCESS AND WE'RE EXCITED TO GET TO THIS ITERATION

[00:45:01]

OF THE PLAN.

OUR EXISTING PLAN WAS DONE BACK IN 2005, AND SO IT WAS VERY LONG OVERDUE TO HAVE THIS.

AND I JUST WANT TO THANK THE STEERING COMMITTEE THAT MET MONTHLY FOR OVER A YEAR.

I'D ALSO LIKE TO THANK EVERYONE THAT PARTICIPATED IN OUR SURVEY.

WE HAD HUNDREDS OF SURVEY RESPONSES THAT HELPED INFORM THIS PLAN, AND THAT'S A VERY GREAT SHOWING OF PUBLIC PARTICIPATION.

I'D ALSO LIKE TO THANK OUR LIBRARY DIRECTOR, PAUL EDIE.

HE HOSTED ABLE CITY AND ALL OF OUR FOCUS GROUPS IN CHARETTES LAST YEAR FOR FIVE FULL DAYS.

AND SO THAT WAS AN EXCELLENT COLLABORATION AND WE'D LIKE TO THANK TO OUR DEPARTMENT HEADS BECAUSE THERE WAS A LOT OF INTERDEPARTMENTAL COLLABORATION THROUGHOUT THE CITY WITH PUBLIC WORKS WITH COMMUNICATIONS, AND UH, IT WAS A GREAT PROCESS AND I THINK IT WAS VERY SUCCESSFUL.

SO THANK YOU.

THANK YOU.

ALRIGHT, IF THERE'S NOBODY ELSE SIGNED UP FOR THE PUBLIC HEARING WITH THAT, THE PUBLIC HEARING'S CLOSED AND MR.

[9. Council consider an ordinance adopting the City of Beaumont Comprehensive Plan.]

CITY MANAGER, WOULD YOU TAKE US INTO ITEM NUMBER NINE, SIR.

MAYOR UH, COUNCIL IS PLEASED TO PRESENT AND REQUEST AN ORDINANCE ADOPTING THE CITY OF BEAUMONT'S COMPREHENSIVE PLAN.

UH, THE CITY OF BEAUMONT INITIATED AN UPDATE TO ITS COMPREHENSIVE PLAN TO ESTABLISH A LONG RANGE VISION AND POLICY FRAMEWORK TO GUIDE THE CITY'S FUTURE GROWTH, DEVELOPMENT, MOBILITY, INFRASTRUCTURE, AND QUALITY OF LIFE DEVELOPED WITH EXTENSIVE INPUT FROM THE COMPREHENSIVE PLAN STEERING COMMITTEE, FOCUS GROUPS, RESIDENTS, STAKEHOLDERS, AND CITY STAFF.

THE UPDATED PLAN REFLECTS THE COMMUNITY'S PRIORITIES AND ESTABLISHES GOALS AND RECOMMENDED ACTIONS FOR BEAUMONT'S FUTURE.

THE COMPREHENSIVE PLAN SERVICES A GUIDING DOCUMENT FOR CITY DECISION MAKING AND DOES NOT BY ITSELF APPROPRIATE FUNDING OR REQUIRE IMPLEMENTATION OF INDIVIDUAL PROJECTS.

THE RECOMMENDED ACTIONS WILL BE CONSIDERED OVER TIME BASED ON AVAILABLE RESOURCES AND CITY COUNCIL PRIORITIES THROUGH THE ANNUAL BUDGET, COMMUNITY INVESTMENT PLAN, STRATEGIC PLAN, AND OTHER FUTURE ACTIONS BY CITY COUNCIL.

AT A JOINT PUBLIC HEARING HELD ON SEPTEMBER 21ST, 2026, THE PLANNING COMMISSION REVIEWED AND RECOMMENDED SIX TO ZERO TO APPROVE THE REQUEST TO FOR THE CITY'S COMPREHENSIVE PLAN.

AND THE ADMINISTRATION RECOMMENDS APPROVAL OF THE ORDINANCE AS WELL.

THANK YOU.

IS THERE A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER NINE? SO SECOND.

THERE IS A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER NINE.

IS THERE ANY DISCUSSION? ALL THOSE IN FAVOR OF APPROVAL PLEASE SIGNIFY BY SAYING AYE.

AYE.

AYE.

ANY OPPOSED? MOTION CARRIES.

[ Council to conduct a Public Hearing on a dangerous structure located at 1775 College Street. ]

MR. CITY MANAGER, WOULD YOU TAKE US INTO THE NEXT PUBLIC HEARING? YES SIR.

THE NEXT PUBLIC HEARING IS TO CONSIDER A DANGEROUS STRUCTURE LOCATED AT 1775 COLLEGE STREET.

PUBLIC HEARING IS NOW OPEN.

UM, IF I COULD REAL QUICK FOR THE PUBLIC HEARING.

UM, SO I'M, UH, SENDING AROUND THE, UH, SUBSTANDARD BUILDING INSPECTION REPORT THAT WILL HAVE INCLUDE PICTURES.

NORMALLY WE HAVE A POWERPOINT.

UM, THIS IS JUST A STANDALONE STRUCTURE.

UM, THIS IS, UH, FAIRLY CLOSE TO CITY HALL.

IF YOU GO DOWN, UM, COLLEGE STREET A LITTLE BIT, RIGHT, RIGHT ACROSS FROM MLK OR RIGHT ACROSS MLK.

UM, ORIGINALLY THIS STRUCTURE WAS TAGGED IN 2024, UM, AFTER THE, UH, HURRICANE OR THE TROPICAL STORM, IT'S IN ACTIVE COLLAPSE.

SO WE ARE BRINGING IT FORWARD SO THAT WE CAN MOVE FORWARD WITH, UH, RAISE SHOULD THEY NOT BRING THE PROPERTY INTO COMPLIANCE? DO THEY NEED ? ALRIGHT.

AND, UH, IS SILAS GOING TO SPEAK NOW OR NO? THAT'S OKAY.

THAT'S PRETTY MUCH IT.

UM, EVERY, ALL THE INFORMATION'S CONTAINED IN THE REPORT, UM, INCLUDING THOSE PICTURES.

ALRIGHT.

THE PUBLIC HEARING IS NOW CLOSED.

YES.

COUNCIL HAS QUESTIONS.

DOES COUNCIL HAVE QUESTIONS? ALRIGHT, MR.

[10. Council to adopt an ordinance to declare the structure located at 1775 College Street to be an unsafe structure and order the owner to raze the said structure within 10 days. If the property owner fails to comply within 10 days, staff is requesting City Council authorization to demolish this structure without further notification to the property owner or City Council action. Additionally, if the property owner of this structure requests and is authorized by City Council to enroll in a work program, all delinquent taxes shall be paid in full, or a payment plan shall be established prior to enrollment in the work program. Enrollment in the work program shall occur within 10 days after the effective date of the ordinance.]

CITY MANAGER, MAY WE HAVE THE READING OF ITEM NUMBER 10? YES.

ITEM NUMBER 10 IS TO, IS TO ADOPT AN ORDINANCE TO DECLARE THE STRUCTURE LOCATED AT 1775 COLLEGE STREET TO BE UNSAFE AND ORDER THE OWNER TO RAISE THE SAID STRUCTURE WITHIN 10 DAYS.

IF THE PROPERTY OWNER FAILS TO COMPLY WITHIN 10 DAYS, STAFF IS REQUESTING CITY COUNCIL AUTHORIZATION TO DEMOLISH THE STRUCTURE WITHOUT FURTHER NOTIFICATION TO THE PROPERTY OWNER OR CITY COUNCIL ACTION.

ADDITIONALLY, IF THE PROPERTY OWNER, THE STRUCTURE REQUESTS AND IS AUTHORIZED BY CITY COUNCIL TO ENROLL IN A WORK PROGRAM, ALL DELINQUENT TAXES SHALL BE PAID IN FULL OR A PAYMENT PLAN

[00:50:01]

SHALL BE ESTABLISHED PRIOR TO ENROLLMENT IN THE WORK PROGRAM.

ENROLLMENT IN THE WORK PROGRAM SHALL OCCUR WITHIN 10 DAYS AFTER THE EFFECTIVE DATE OF THE ORDINANCE.

UH, FUNDS ARE AVAILABLE FOR THE DEMOLITION IN THE GENERAL FUND.

THE ADMINISTRATION IS RECOMMENDING APPROVAL OF THE ORDINANCE.

IS THERE A MOTION FOR ITEM NUMBER 10? SECOND, THERE IS A MOTION AND A SECOND FOR APPROVAL OF ITEM NUMBER 10.

ANY DISCUSSION? ALL THOSE IN FAVOR OF APPROVING ITEM NUMBER 10, PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? MOTION CARRIES.

MR. CITY

[ Council to review and discuss the City’s Water Metering System and the Water, Sewer and Solid Waste Billing Process ]

MANAGER, WOULD YOU TAKE US INTO THE WORK SESSION? YES, SIR.

TODAY'S WORK SESSION WILL BE TO REVIEW AND DISCUSS THE CITY'S WATER METERING SYSTEM AND THE WATER, SEWER AND SOLID WASTE BILLING PROCESS.

AND PRESENTING TODAY WILL BE LAURA CLARK, OUR DEPUTY CITY MANAGER.

ALL RIGHT, GOOD AFTERNOON.

AS MENTIONED, WE ARE DOING A WORK SESSION THIS AFTERNOON ON, UM, THE METERING AND BILLING PROCESS THAT WE HAVE HERE AT THE CITY.

SO I'LL BE DISCUSSING, UM, AUTOMATED METER READING SYSTEM AND THEN OUR BILLING PROCESS.

UM, SO WE HAVE AN AUTOMATED METER READING SYSTEM.

WHAT THAT MEANS IS IF YOU SEE THERE IN THE CIRCLE THAT SAYS METER ERT, AN ERT IS AN ENCODER RECEIVER TRANSMITTER.

SO THE METER THAT IS IN THE BOX, UM, AN ERT IS ATTACHED TO THAT.

AND THEN METER READING.

THE, THE AMOUNT OF CONSUMPTION IS SENT TO BILLING VIA TWO DIFFERENT WAYS.

ONE IS THROUGH THE FIXED NETWORK.

SO, UM, THE ERT TRANSMITS THOSE READINGS AND WE HAVE, UM, 33 REPEATERS ACROSS THE CITY, FIVE COLLECTORS.

THAT'S CONSIDERED THE FI THE FIXED NETWORK, IT PULLS THOSE READINGS IN, GOES INTO A CLOUD-BASED SOFTWARE THAT ULTIMATELY UPLOADS TO OUR BILLING SYSTEM.

IF THE RE THE RADIO SIGNAL ISN'T STRONG ENOUGH, THEN THERE'S TWO OTHER WAYS THAT WE PULL THOSE READINGS IN.

ONE IS THROUGH THE DRIVE BY SYSTEM.

SO THAT'S A MOBILE COLLECTOR THAT IS IN, UM, ONE OF THE VEHICLES AND IT DRIVES DOWN THE STREET AND COLLECTS THE READINGS.

UM, THIS IS GOOD FOR WHEN THAT RADIO SIGNAL ISN'T A ENOUGH TO GET TO A COLLECTOR, BUT IT'S ENOUGH THAT IT CAN GET TO THAT COLLECTOR DRIVING DOWN THE STREET.

UM, SAME SITUATION.

THOSE READINGS GET UPLOADED CLOUD-BASED SYSTEM INTO THE BILLING SYSTEM.

IF THAT ISN'T CLOSE ENOUGH, OUR METER READERS ALSO HAVE IPADS WITH MOGUL RADIOS ON THEM THAT THEY CAN ACTUALLY GO TO THE METER AND GET THE READING.

UM, AND SO AGAIN, IT GETS UPLOADED TO THE SO SOFTWARE AND ONTO THE BILLING SYSTEM.

UM, AND THEN OF COURSE THERE'S ALWAYS A MANUAL METER READING IF NEEDED, WHERE THEY WOULD ACTUALLY GO AND PHYSICALLY READ THE REGISTER.

SO THAT IS THE, UM, THE METERING SYSTEM AS AN OVERVIEW.

UM, RESPONSIBILITIES AND ROLES, THERE ARE THREE DIFFERENT DEPARTMENTS THAT TAKE PART IN THIS.

ONE IS WATER UTILITIES.

THEY'RE RESPONSIBLE FOR METER READING AND REPAIRS.

UM, THEY HAVE THE METER SHOP, WHICH IS UM, DOES A LOT OF THE REPAIRS AND THAT SORT OF THING.

AND THEN THEY ALSO OVERSEE THE METER READERS.

THEN THERE'S ALSO INFORMATION TECHNOLOGY.

THEY OVERSEE THE FIXED NETWORK, THE COLLECTORS, THE REPEATERS, THEY GET DAILY REPORTS ON HOW EVERYTHING IS WORKING.

UM, AND THEN THERE'S WATER CUSTOMER SERVICE, EXCUSE ME.

UM, AND THEY'RE RESPONSIBLE FOR BILLING AND CUSTOMER SERVICE.

UM, SO THERE ARE CHALLENGES WITH THE SYSTEM.

UM, THIS SYSTEM WAS IMPLEMENTED IN OCTOBER OF 2013, SO THE INFRASTRUCTURE IS 13 YEARS OLD.

UM, AND, UM, AS YOU KNOW, AND I THINK IT'S BEEN DISCUSSED, OUR BILLING SYSTEM, UM, WELL, LET ME GO BACK.

THE INFRASTRUCTURE IS 13 YEARS OLD, BUT ANOTHER IMPORTANT POINT OF THAT IS THAT IT LACKED, UH, PROACTIVE MAINTENANCE OVER THE LAST DECADE OR SO.

UM, WHEN IT FIRST GOES IN, EVERYTHING'S READING, UH, 98%, BUT YOU, YOU KNOW, WITH ANY SYSTEM SOFTWARE, YOUR PHONE, ANYTHING, THERE HAS TO BE UPDATES.

THE S HAS TO BE UPDATED, YOU KNOW, THINGS LIKE THAT TO STAY ON TOP OF IT.

UM, THEN AS YOU KNOW, THE BILLING SYSTEM, UM, IS DECADES OLD AND IT'S LACKING MANY OF THE MODERN FEATURES THAT WE COULD HAVE IN SOFTWARE TODAY.

UM, AND THEN IN PERSONNEL, UM, THERE'S

[00:55:01]

BEEN SIGNIFICANT TURNOVER ACROSS FINANCE AND WATER UTILITIES.

AND WHEN I SAY FINANCE AND WATER UTILITIES, I MEAN CUSTOMER SERVICE, WHICH IS UNDER FINANCE AND THE METER SHOP AND METER READING STAFF, WHICH IS UNDER WATER UTILITIES.

UM, SPECIFICALLY TALKING ABOUT THAT, UH, WATER UTILITIES ACTUALLY JUST TOOK METER READING AND REPAIR IN NOVEMBER OF 2025.

SO THEY'VE BEEN GETTING UP TO SPEED NOW FOR NOT QUITE A YEAR, ALMOST A YEAR ON THAT PROCESS.

THE METER READERS AND, UM, WHAT REPAIRS NEED TO BE MADE TO THE SYSTEM AND THAT SORT OF THING IN THE CUSTOMER SERVICE AREA.

UM, WE RECENTLY HAD A, A CUSTOMER SERVICE MANAGER, UM, RE RESIGN.

AND SO THAT POSITION IS OPEN AFTER ONLY NINE MONTHS OF BEING FILLED.

UM, AND I BELIEVE IT HAD HAD A FEW MONTHS PRIOR TO THAT BETWEEN THE PRIOR CUSTOMER SERVICE MANAGER.

IN ADDITION, WHILE THE BILLING AREA HAS LONGEVITY, THE CUSTOMER SERVICE, UM, CLERKS THAT MANY TIMES ARE EITHER ON THE PHONE WITH OUR CUSTOMERS OR THEY'RE TALKING WITH THEM, ONE OF THOSE HAS 24 YEARS OF EXPERIENCE AND THE, AND THE REST OF THEM HAVE BEEN WITH THE CITY FOR LESS THAN TWO YEARS.

SO THERE IS, YOU KNOW, UM, TURNOVER DOES HAVE AN IMPACT ON, UM, THE PROCESS AS WELL.

SO WHAT ARE WE DOING ABOUT THESE THINGS? WELL, IN THE SHORT TERM, WE'VE BEEN WORKING TO IMPROVE COMMUNICATION AMONG CUSTOMER SERVICE, UM, INFORMATION TECHNOLOGY AND WATER UTILITIES BECAUSE EACH OF THEM HAVE A PIECE OF IT, BUT, UM, AND THEY'VE BEEN DOING THEIR PART, BUT MAYBE NOT AS IT IN, IN AS A WHOLE OR AS ONE TEAM.

SO WE'VE REALLY BEEN WORKING ON THAT.

UM, IN ADDITION WE'VE ESTABLISHED A COMPREHENSIVE HARDWARE MAINTENANCE APPROACH.

SO WE HAVE A SYSTEM IN PLACE NOW.

WE FINALIZED IT.

UM, THEY'VE BEEN FINALIZING IT THIS WEEK ON HOW WE WILL, UM, JUST BEGIN TO PROACTIVELY ADDRESS WHERE THE CHANGING OUT OF EARTHS AND UM, METERS IF NEEDED, THAT SORT OF THING.

UM, AND THEN ALSO A DISCUSSION THAT WE'VE HAD QUITE A BIT IS HOW DO WE REDUCE THE NUMBER OF VISITS THAT AN EMPLOYEE MAKES TO A METER, A CUSTOMER'S METER.

UM, AND SO WE'VE UM, LOOKING AT THE HOW TO ADEQUATELY TRAIN OUR EMPLOYEES, GIVE THEM THE TOOLS THEY NEED, UM, FOR A ONE STOP SUPPORT.

THEY CAN GO, THEY CAN CLEAN THE METER, THEY CAN LOOK FOR A LEAK, THEY CAN, UM, TEST THE METER, THEY CAN CHECK FOR CUT CABLES, THINGS LIKE THAT.

UM, IN ADDITION TO READING IT OR MAKING OTHER REPAIRS THAT MIGHT BE NEEDED.

UM, SO IN THE MIDTERM, UM, WE ARE IDENTIFYING THE NEXT GENERATION OF AUTOMATED METERING SYSTEM BECAUSE AS YOU CAN IMAGINE, OURS BEING 13 YEARS AND THE WAY SOFTWARE ELECTRONICS AND SUCH GOES, UM, IT'S GONNA BE READY FOR AN UPGRADE SOON.

AND THEN ALSO, UM, IMPLEMENTATION OF A NEW ENTERPRISE RESOURCE PLANNING SYSTEM, WHICH YOU ARE ALL FAMILIAR WITH OUR NEW IP SYSTEM.

SO, UM, THAT ACTUALLY WILL PRIORITIZE UTILITY BILLING AND WE HOPE TO HAVE SOMETHING IN, UM, IMPLEMENTED IN THE NEXT 12 TO 18 MONTHS.

THERE ARE SIX DIFFERENT DEMOS AND UM, THOSE ARE ALL SCHEDULED NOW FOR THIS NEXT MONTH OR SO.

AND THEN LONG TERM, UM, WOULD BE TO SELECT A NEW AUTOMATED METERING SYSTEM.

AND THE ONES OF TODAY ARE MORE THAN JUST A METERING SYSTEM.

A LOT OF TIMES THEY'RE A UTILITY WIDE MONITORING SYSTEM.

UM, BUT THERE'S, THERE'S A LOT OF WORK TO DO ON THAT, UM, FOR US TO BE EDUCATED ON THAT.

UM, THERE'D BE AN RFP PROCESS.

SO THAT IS DEFINITELY A LONG-TERM PLAN, BUT CERTAINLY SOMETHING THAT WE HAVE TO PLAN FOR.

ARE THERE ANY QUESTIONS ON METERING BEFORE I GO ON TO BILLING? GO AHEAD, COUNCILMAN.

SO I, SO TELL ME WHAT IS OUR COLLECTIONS RATE? BECAUSE WE, YOU KNOW, NOT EVEN TWO MONTHS AGO WE HAD A PROBLEM WITH METERS NOT BEING READ PROPERLY, CUSTOMERS BEING WAY UNDER CHARGED.

IN FACT, YOU KNOW, I I SPOKE OF TWO DIFFERENT ACCOUNTS THAT, YOU KNOW, BASICALLY $300,000 WORTH OF WATER THAT HADN'T BEEN READ PROPERLY.

SO I, I SEE ALL THIS, BUT, BUT WHERE'S THE BREAKDOWN? HAVE WE, HAVE WE FIXED WHERE WE'RE NOT GETTING SO WE CAN GET A HUNDRED PERCENT RATHER THAN WHERE WE ARE NOW? WELL, UH, SO WE CAN GET A HUNDRED PERCENT.

ARE YOU TALKING ABOUT THE WATER GOING THROUGH THE METER THAT WE CAN GET A HUNDRED PERCENT OF REVENUE ON THAT? ARE YOU TALKING ABOUT COLLECTIONS ON THE BILLING SIDE? I THINK HE MAY BE REFERRING TO THE ESTIMATION ISSUE WE HAD.

YES, I BELIEVE THAT THAT WAS RESOLVED.

THAT WAS BEFORE ME, BUT I WAS BRIEFED ON THAT AND, UM, THAT HAS BEEN RESOLVED AS FAR AS I KNOW.

GOOD.

OKAY.

NOW I'M NOT GONNA SAY, IF I'M BEING HONEST, I'M NOT GONNA SAY THAT AN ACCOUNT, A PERSON'S ACCOUNT MIGHT NOT BE ESTIMATED FOR A MONTH.

IF WE ARE TRYING TO PULL THEIR

[01:00:01]

READ IN AND THEY HAVE A CAR SITTING OVER THE METER OR SOMETHING LIKE THAT, THAT CAN IMPEDE THAT, BUT THAT CAN ALSO IMPEDE US MANUALLY READING IT.

SO THAT COULD HAPPEN ON A OCCASIONAL TIME.

BUT THE, WHAT YOU'RE SPEAKING OF, I BELIEVE HAS BEEN RESOLVED.

YES, SIR.

I WAS BRIEFED ON THAT.

AND YES, SIR.

ABSOLUTELY.

YES SIR.

AND IF I COULD JUST ADD TO THAT REAL QUICKLY, I THINK THE THEME OF WHAT WE'RE GONNA HEAR TODAY IS THAT WE WE'RE WORKING ON RESOLVING THESE ISSUES.

WE'RE NOT WAITING FOR THE IP SYSTEM OR ANYTHING, IT'S, IT'S, WE'RE, WE'RE ALREADY ACTIVELY WORKING ON RESOLVING THESE ISSUES.

CORRECT.

YOU'RE WELCOME.

YES, SIR.

OH, SORRY.

UM, THANK YOU, UH, FOR THE LAYOUT OF THESE METERING INITIATIVES, THIS IS, UH, HELPFUL INFORMATION.

EARLIER YOU SAID WHEN THE ORIGINAL SYSTEM WAS PUT IN, IN 20 20 13, WE HAD A 98% ACCURACY.

UH, WHAT IS IT TODAY? WELL, IT'S NOT SO MUCH THAT IT WAS A 98% ACCURACY.

IT WAS A 98% READING ELECTRONICALLY.

AND, AND SO WHAT IS THAT TODAY? IT'S PROBABLY 70%.

70%.

IT'S NOT 50% THAT, THAT COMING THROUGH THE FIXED NETWORK.

OKAY.

AND HOW MANY, UH, METERS DO WE HAVE IN BEAUMONT, ROUGHLY? UM, GIVE OR TAKE, IT'S ABOUT 41,500, SOMETHING LIKE THAT, YOU KNOW, GIVE OR TAKE A MONTH.

OKAY.

AND ABOUT HOW MANY OF THOSE ARE THE ERT, THE ELECTRONIC, WELL, UM, THE MAJORITY OF THEM SHOULD HAVE AN ERT ON THEM.

YES.

ALL OF THEM ARE ERT.

YES.

NOW THAT'S WHAT I'M TALKING ABOUT WHEN I TALK ABOUT THE COMPREHENSIVE PLAN TO CORRECT, YOU KNOW, TO REPAIR 'EM, REPLACE 'EM, THAT SORT OF THING WHERE WE HAVE NOTED THAT GOING IN THE FIELD TO DO A METER READ.

OKAY.

BUT, UM, THEY ALL SHOULD HAVE THAT, THAT IS THE GOAL.

SO OF THE 41,500, YOU'RE TELLING ME THAT 70% OF THEM ARE ACCURATELY BEING READ THROUGH THIS ELECTRONIC MEANS? NOT NECESSARILY.

I BELIEVE THAT IS WHAT WE BELIEVE RIGHT NOW, YES.

OKAY.

AND THEN THE OTHER 30% ARE BEING READ BY THE LITTLE TRUCK METER READERS, TRUCK DRIVING AROUND MM-HMM .

OR THE METERS, UH, METER READERS ACTUALLY GO INTO THE METER.

YES, SIR.

OKAY.

OKAY.

AND, UH, WHEN WE TALK ABOUT CHANGES TO, UM, THE POLICY ABOUT WHEN SOMEONE, LET'S SAY, UH, LET ME GIVE YOU AN EXAMPLE BECAUSE, UM, I KNOW HE WOULDN'T MIND ME, UH, MENTIONING HIS BUSINESS, BUT, UH, THE GENTLEMAN THAT OWNS FREEDOM FIREARMS, UM, THEY DON'T USE A LOT OF WATER.

I THINK THEY'RE, UH, BILL IS AROUND 50, MAYBE 80 BUCKS A MONTH.

UH, AND, AND THESE FIGURES ARE ESTIMATES, BUT I THINK HE GOT ABOUT A $5,000 BILL ONE TIME.

AND SO THIS YES, YES, SIR.

CAN IG CAN I, UH, ARE WE GONNA TALK ABOUT MAYBE THAT DURING THE BILLING SECTION? IS THAT GONNA BE ABOUT THAT? WELL, WELL S SORT OF MAYBE.

OKAY.

NEITHER.

UM, BUT, UH, SO HE GETS A BILL FOR 5,000 AND INSTEAD OF THE CITY, UH, INVESTIGATING WHAT'S THE SOURCE OF THE 5,000 AND GIVING HIM TIME TO PAY, HE WAS TOLD HE HAD TO PAY THE 5,000 OR BE DISCONNECTED.

AND THIS IS A COMMON PROBLEM THAT, THAT WE HEAR.

SO HE PAID THE 5,000, UH, AND HE NOW HAS A CREDIT FOR LIKE 40 MONTHS, FOUR YEARS.

UH, AND A LOT OF PEOPLE CAN'T DO THAT.

THEY CAN'T AFFORD TO PAY THAT GIANT BILL.

UM, AND SO DOES OUR CURRENT SOFTWARE ALLOW US TO LOOK BACK OVER, SAY THE LAST 12 MONTHS OF THE ACCOUNT AND COME UP WITH AN AVERAGE OF WHAT THE ACCURATE BILL WAS THAT THE CUSTOMER DIDN'T HAVE A PROBLEM PAYING THE PREVIOUS 12 MONTHS AND ALLOWING THE CUSTOMER TO PAY THAT AMOUNT WHILE WE INVESTIGATE THIS AND DO AWAY WITH THIS POLICY THAT YOU HAVE TO PAY THAT AMOUNT OR WE'RE GONNA DISCONNECT YOU.

UM, SO THERE'S MULTIPLE THINGS IN THAT THAT YOU'VE MENTIONED.

AND A LOT OF IT IS IN THE LAST HALF OF MY PRESENTATION, BUT I CAN TELL YOU THAT THE ORDINANCE TALKS ABOUT, UM, IN OUR ORDINANCE IT SAYS THAT A CUSTOMER CAN HAVE A PAYMENT PLAN, BUT IT ALSO TALKS ABOUT HOW THEY ARE TO PAY THEIR FIELD.

OR ACTUALLY MAYBE IT'S IN THE METER READING SECTION, A METER TESTING SECTION, WHICH, WHICH I'LL TALK ABOUT AS WELL, BUT THAT THEY WOULD PAY NEED TO PAY THE BILL WHILE IT IS BEING, UM, INVESTIGATED.

SO THAT IS WHY THAT'S BEEN THE POLICY.

UM, BUT I, IN MY, SOME OF MY SUGGESTIONS RELATED TO DISPUTE TRACKING AND SUCH, THAT'S COME UP IN THE LAST MONTH OR SO.

UM, I THINK WE CAN ADDRESS THAT.

OKAY.

YES MA'AM.

I'LL WAIT WITH BATED BREATH.

AND WE ALSO GOT COUNCILMAN TURNER.

OH, AND THEN COUNCILWOMAN SHERWOOD.

YEAH,

[01:05:01]

I'M LOOKING FORWARD TO HEARING THAT BECAUSE I'VE HAD SEVERAL CITIZENS IN THE CITY OF BEAUMONT CONTACT ME ABOUT PAYING THAT INITIAL BILL.

AND SOME PEOPLE HAD TO BORROW THE MONEY OR MAYBE HAD TO GET A LOAN AND CERTAIN THINGS THAT MAGNITUDE PEOPLE HAD A FIXED INCOME AND THEY KIND OF CAN PROJECT WHAT THEIR BILLS ARE.

SO I THINK THAT'S KIND OF TOUGH, YOU KNOW, TO BE FORCED TO PAY THAT FULL AMOUNT.

THAT'S SOMETHING I KIND OF DON'T SUPPORT, BUT I'M GONNA WAIT FOR THE PRESENTATION.

I'M GONNA LEAVE IT ALONE RIGHT NOW.

PROMISE I, I ADDRESSED MOST OF THIS IN THIS.

OKAY.

BUT MY FOCUS IS ON WHAT YOU ALREADY TALKED ABOUT AND YOU SAID ANY QUESTIONS? SO YOU SAID, I SAID YES, MA'AM.

YES SIR.

YOU SAID CUSTOMER SERVICE MANAGER.

MY CONCERN IS IF WE DON'T HAVE CONSISTENCY, HOW CAN WE GET BETTER AT THE, AT HOW WE OPERATE IN THAT PARTICULAR DEPARTMENT IF THE TURNOVER IS THAT HIGH.

AND WE HAVEN'T HAD A MANAGER FOR LONGER THAN ABOUT NINE MONTHS.

WE HAVE ONE EMPLOYEE THAT'S BEEN THERE FOR 24 MONTHS, BUT EVERYBODY ELSE LESS THAN TWO YEARS.

WELL, THAT WAS 24 YEARS.

24 YEARS.

YEAH.

BUT WHY, YEAH, 24 YEARS.

BUT EVERYBODY ELSE LESS THAN TWO YEARS FROM YOUR ASSESSMENT, WHY IS THE TURNOVER RATE SO HIGH AND WHAT IS GOING WRONG IN THAT? THAT'S A VERY DIFFICULT DIVISION TO WORK IN.

UM, IF I AM THE, FROM THE CUSTOMER SERVICE PO MANAGER POSITION DOWN TO AN ACCOUNT CLERK POSITION, UM, I DARE SAY IN WORKING WITH OUR, OUR CITIZENS, THAT'S ONE OF THE HARDEST POSITIONS.

THERE'S NOT ONE OF 'EM, NOT ONE CUSTOMER THAT COMES IN THERE AND SAYS, YOU KNOW WHAT? MY WATER IS BLOWING GREAT.

MY BILL WAS FABULOUS, AND THANK YOU VERY MUCH.

THEY ALL COME IN, THEY'RE VERY UPSET, UM, BECAUSE THEY HAVE GOTTEN A, A HIGH BILL.

THEY'RE NOT EXACTLY SURE WHY, UM, MESSAGING THAT THEY HEAR, YOU KNOW, IS THAT, UM, IT HAS TO BE THE CITY'S PROBLEM.

AND, AND SO THEY COME IN VERY AGITATED TO BEGIN WITH.

AND SO IT'S REALLY HARD FOR, UM, FOR EMPLOYEES TO, YOU KNOW, THEY'RE TRYING TO TAKE CARE, THEY'RE TRYING TO ADMINISTER OUR POLICIES AND OUR PROCEDURES, BUT AT THE SAME TIME, UNDERSTANDING THAT, YEAH, THAT'S A REALLY HIGH BILL AND THIS IS PROBABLY GONNA BE VERY DIFFICULT FOR YOU.

YOU KNOW, BUT THAT'S WHAT OUR PROCEDURES SAY.

I THINK THAT, UM, THERE'S JUST A LOT OF DIFFERENT, UM, INFLUENCES AND SUCH THAT JUST MAKE THAT A VERY DIFFICULT POSITION.

UM, AND THEN WITH THE CUSTOMER SERVICE MANAGER POSITION, YOU KNOW, IT, IT KIND OF ALL BUBBLES UP THERE AND I THINK IT BECOMES A, A, A HIGH STRESS POSITION AS WELL.

SO, UM, THAT'S MY ASSESSMENT AT THIS TIME.

NOW, I THINK THAT ANYTIME WE WORK WITH CUSTOMER, YOU KNOW, UM, YOU'RE IN A CUSTOMER SERVICE TYPE OF ROLE, YOU, THAT IS THE ENVIRONMENT SOMEWHAT.

UM, BUT I JUST THINK IT'S, UH, IT IS JUST A, A HARD POSITION TO BE IN.

SO THIS IS MY FOLLOW UP QUESTION, BECAUSE IN THE PRIVATE SECTOR, YOU KNOW, OWNING BUSINESSES, WE DEAL WITH CUSTOMERS ALL THE TIME.

WHETHER IT BE PEOPLE ENTERING ESTABLISHMENT OR PEOPLE ENTERING, UH, BUSINESS THAT WE MAY BE AFFILIATED WITH OR DEALING WITH PEOPLE WHO MAY OWN BUILDINGS OR ANYTHING TO THAT MAGNITUDE THAT WE MAY DEAL WITH.

WE DEAL WITH A LOT OF ISSUES IN THE PRIVATE SECTOR.

SO MY THING IS, I KNOW THIS IS THE PUBLIC SECTOR, BUT YOU MENTIONED ADEQUATE TRAINING.

WE'VE HAD TRAINING IN THE PAST, AND OUR TURNOVER IS STILL EXTREMELY HIGH.

SO I'M ASKING LIKE, WHAT WILL BE DIFFERENT IN THIS ADEQUATE TRAINING THAT WE'RE SAYING WE'RE GONNA DO AS FAR AS THAT? WELL, THAT ADEQUATE TRAINING WAS, UM, THE TRAINING AND TOOLS SO THAT, UM, OUR FIELD PERSONNEL KNOWS HOW TO, UM, ASSESS THE SITUATION.

IS AN I RT PROGRAMMED OR NOT? CAN THEY PROGRAM IT? CAN THEY CHANGE IT OUT? MAKING SURE THAT ALL OF OUR EMPLOYEES HAVE, UM, THE SUPPLIES THAT THEY NEED, THAT THEY HAVE A METER WITH THEM, THAT THEY HAVE TS WITH THEM, SO THAT WE, WE GO OUT THERE, WE CAN ASSESS THAT SITUATION AND MAKE A REPAIR IF NEEDED, PROGRAM IT, GET THE ADE, THE CORRECT SERIAL NUMBERS FOR THE METERS, THE TS, AND ALL OF THAT, AND THEN GET THAT BACK INTO THE SYSTEM SO THAT WE'RE NOT, UM, MAKING MULTIPLE TRIPS, DRAGGING OUT, YOU KNOW, A REPAIR WHERE IT CROSSES OVER MONTHS OR BILLINGS AND THINGS LIKE THAT.

SO THAT'S WHAT I WAS TALKING ABOUT THERE.

UM, AS FAR AS THE CUSTOMER SERVICE TRAINING, I DO KNOW THAT, UM, THEY'VE HAD TRAINING ON A, A POLICY AND PROCEDURE BOOK THAT HAD BEEN PUT TOGETHER.

UM, SO, BUT AT THE SAME TIME, I'M FAMILIAR WITH THEIR BOOK AND I'VE BEEN THROUGH THAT.

I DON'T KNOW ANYTHING ABOUT THAT TRAINING OR WHAT THAT LOOKED LIKE BEFORE I GOT HERE.

UM, BUT YOU KNOW, EVEN STILL, I THINK WHEN YOU'RE LESS THAN TWO YEARS, YOU KNOW, YOU JUST, IT'S JUST HARD.

YOU'RE TRYING TO GET INTO THAT ROUTINE AND ANSWER THAT QUESTION.

AND EVERY QUESTION IS DIFFERENT, RIGHT? THERE'S A LOT OF DIFFERENT SCENARIOS.

YOU HAD A SCENARIO AND YOU'RE TALKING ABOUT YOUR CUSTOMER, YOURS IS A BUSINESS.

YOU KNOW, THERE'S A LOT OF DIFFERENT SCENARIOS THAT THEY'RE TRYING TO MANAGE.

[01:10:01]

UM, AND SO I THINK IT JUST TAKES A LOT OF, IT JUST TAKES TIME, YOU KNOW, TO, TO LEARN, TO BE ABLE TO ANSWER THE QUESTIONS THAT OUR CUSTOMERS HAVE.

AND COUNSEL, IF I MAY, YOU, UH, THIS COUNCIL ACTUALLY COMMISSIONED AN AUDIT OF WATER UTILITY SERVICES.

AND IF YOU RECALL, IT WAS ALMOST A YEAR AGO, AROUND THIS TIME WE DID THAT AUDIT.

AND FROM THAT WE, WHAT CAME FROM THAT IS THE RECOMMENDATION THAT WE NEEDED SOME POLICIES AND PROCEDURES THAT WERE STREAMLINED SO THAT ALL THE CUSTOMER SERVICE AGENTS WERE OPERATING ON THE SAME.

UM, WE ALSO RECOMMENDED THAT WATER UTILITIES, UH, TAKE OVER THE METER READING SO THAT THEY COULD BE MORE CONNECTED TO THE REPAIRS.

SINCE THEN, UM, SINCE MY KIDS IMPLEMENTED THE CREWS, WE'VE BEEN ABLE TO IDENTIFY THE METERS THAT ARE NOT WORKING.

THEY CAN FIX IT ON THE SPOT, WHICH, UH, SHORTENS THE, THE TIME THAT IT'S INCONVENIENT TO THE CUSTOMER.

'CAUSE THEY'RE ABLE TO CORRECT THE, THE SYSTEM RIGHT THEN, UM, WITHOUT HAVING TO PUT IN THE WORK ORDER OR CALL 3 1 1.

SO THEY'VE BEEN ABLE TO DO THAT.

AND THAT CAME FROM THE WATER AUDIT STUDY THAT WAS DONE A YEAR AGO.

SO A LOT OF THE THINGS THAT ARE MENTIONED TODAY WERE ALREADY THINGS THAT WERE IN PROGRESS.

UM, FROM MS. CLARK'S POINT OF VIEW, THEY WERE ALREADY IN PROGRESS.

SO COUNCIL'S ALREADY REVIEWED AND THAT THE IMPLEMENTATION OF THE UPGRADED SOFTWARE.

SO IN TERMS OF THE POLICIES AND PROCEDURE THAT PREDATED MS. CLARK, THAT WAS SOMETHING THAT THE COUNCIL, UH, THAT CAME OUT OF THE WATER UTILITIES AUDIT THAT THE COUNCIL SAID THAT THEY WANTED TO MOVE FORWARD TO.

AND WE WORKED ON THAT, UM, IN CONJUNCTION WITH MY OFFICE AS WELL AS THE, THE STAFF THAT WAS DOWN THERE.

AND WHEN WE HAD, WHEN WE RECEIVED A NEW, UM, I BELIEVE AT THE TIME, IT WAS STILL UNDER BRIDGET EBE AT THE TIME, AND THEN WE HIRED, UM, THE PREVIOUS, UM, WATER CUSTOMER SERVICE MANAGER.

WE WENT THROUGH THOSE PROGRAMS TO CROSS TRAIN EMPLOYEES TO TALK ABOUT BEST PRACTICES.

AND SO THEY, THEY NOW HAVE A DOCUMENTED PROCEDURE FOR PROCESSES ON HOW THINGS ARE WORKED.

SO WHEN THINGS DON'T WORK, WE'RE ABLE TO POINT TO, OR AT LEAST AT THE VERY LEAST, TRAIN BASED ON THAT AND CORRECT.

BASED ON WHAT WAS NOT FOLLOWED.

SO THAT DID COME OUT OF THE AUDIT THAT, UH, COUNCIL REQUESTED AND, AND COMMISSIONED.

SO A LOT OF THE, THE CHANGES ARE STILL FRESH AND NEW IN TERMS OF, UH, TURNOVER.

UM, A LOT OF THAT'S STILL NEW.

YEAH.

AND, AND LASTLY, I KNOW WE'RE NOT SUPPOSED TO BE IN DAY-TO-DAY OPERATIONS, BUT YOU KNOW, WHEN CITIZENS DO COME TO US WITH CONCERNS, IT'S OUR JOB TO BRING IT TO STAFF.

AND WE NEED TO KINDA FIGURE OUT A WAY IT COULD BE MORE SUPPORT IN THE PARTICULAR CUSTOMER SERVICE DEPARTMENT BECAUSE, YOU KNOW, I KNOW MOST OF THE ISSUES COME TO THEM MAY BE NEGATIVE, BUT WE ONLY CAN BRING TO STAFF WHAT'S BROUGHT TO US MM-HMM .

SO, YOU KNOW, LASTLY, I WOULD LIKE TO SEE WHAT KIND OF SUPPORT SYSTEM DO WE HAVE IN PLACE FOR RETAINING EMPLOYEES, SPECIFICALLY IN CUSTOMER SERVICE.

BECAUSE IF THIS TURNOVER CONTINUES TO BE THIS HIGH, WE'LL CONTINUE TO GET THESE TYPE OF RESULTS AND COMPLAINTS.

YEAH.

AND AGAIN, THAT'S WHAT WE'RE WORKING ON ACTIVELY.

AND, YOU KNOW, THE PROCESS, THE PROCEDURES THAT WERE DEVELOPED A YEAR AGO, YOU KNOW, NOW ARE VERY BENEFICIAL BECAUSE WE HAVE QUITE A LOT OF TURNOVER.

AND SO YOU HAVE FRESH PEOPLE, WE HAVE UNFILLED POSITIONS THAT WE'RE NOW ACTIVELY TRYING TO FILL.

SO YOU'RE RIGHT, IT IS A CUSTOMER SERVICE ORIENTED BUSINESS.

IT'S A TOUGH BUSINESS.

UM, BUT WE GOTTA HAVE THE RIGHT FOLKS AND THE RIGHT ATTITUDE WITH THE RIGHT POLICIES.

AND THEN THAT POLICY, YOU KNOW, SHOULD EXTEND TO US, UM, AS A GROUP.

IN OTHER WORDS, YOU KNOW, THEY MAY GET FIVE, SIX, 7,000 CALLS A MONTH WHO ARE STARTING AT, I DON'T, I DON'T LIKE MY BILL FOR WHATEVER REASON, AND WE'LL GO THROUGH THIS IN A SECOND.

SOMETIMES IT'S ON THE CITY'S SIDE BECAUSE IT'S A WATER BILL METER ISSUE, BUT A LOT OF TIMES IT'S NOT.

AND SO WHAT'S THE MOST EFFICIENT WAY TO HANDLE A QUESTION LIKE THAT? BECAUSE I KNOW IT GETS ELEVATED UP TO COUNCIL.

UM, BUT AS WE WORK THROUGH IMPROVING THIS PROCESS, 'CAUSE A LOT OF, I THINK A LOT OF THE ISSUES, AND AGAIN, LAURA'S GONNA COVER HERE IN A MINUTE, IS THE DISCONNECT AND THE, AND THE, THE BILLS THAT ARE IN DISPUTE.

AND SO HOW DO WE HANDLE THAT? AND AGAIN, YOU KNOW, IT CAN BE AN ISSUE ON THE CITY SIDE, IT CAN BE AN ISSUE ON THE CUSTOMER SIDE.

UM, BUT GIVEN THE VOLUME, GIVEN THE SYSTEM CHALLENGES, GIVEN THE PERSONNEL CHALLENGES, YOU KNOW, WE, WE, WE THINK WE'RE MAKING IMPROVEMENTS, UM, AND WE ARE MAKING IMPROVEMENTS, BUT IT'S GONNA TAKE, STILL GONNA TAKE A LITTLE TIME.

LET ME GET TO COUNCILWOMAN SHERWOOD AND THEN BACK TO COUNCIL CRENSHAW, I'VE GOT A FEW QUESTIONS.

UM, SO THE ERT, BECAUSE I THINK WE'RE STILL ON METERY, RIGHT? IS THAT ACTUALLY, IS THAT AN ESTIMATE OR IS THAT ACCURATE? THE ERT ITSELF, IS IT, IT'S A PIECE OF EQUIPMENT, YES.

BUT IS IT MEASURING USAGE OR IS IT AN ESTIMATE OF USAGE? HOW, HOW DOES IT, IT'S NOT AN ESTIMATE.

IT ACTUALLY, UM, AS THE WATER GOES THROUGH THE METER, IT TURNS A DIAL.

OKAY.

AND SO THE ERT CAPTURES THAT AND THEN TRANSMITS THAT.

SO IT CAPTURES THE READING ON THE METER.

IT'S NOT AN ESTIMATE.

OKAY.

SO MY QUESTION IS,

[01:15:01]

WHERE ARE WE GETTING THE ESTIMATES FROM? WHY ARE PEOPLE SAYING, BECAUSE I'VE HAD PEOPLE SAY MY BILL IS AN ESTIMATE.

I RECENTLY GOT THAT FROM SOMEBODY, SO MY BILL WASN'T ACTUALLY BEING READ.

IT WAS AN ESTIMATE, AND THEY GOT THAT FROM SOME CITY STAFF WHO, WHERE'S THE ESTIMATED BILLS COMING FROM? OR THE ESTIMATED BILLS WOULD COME FROM A SITUATION WHERE, UM, AS I MENTIONED EARLIER, THE METER IS NOT ACCESSIBLE.

ACCESSIBLE, OKAY.

THEY, MAYBE IT'S NOT TRANSMITTING, MAYBE, UM, IT'S BEEN, AND THIS HAPPENS, IT'S BEEN DESTROYED.

YOU KNOW, THE ER T'S BEEN PULLED AWAY, THE CABLE'S BEEN CUT, UM, ALL OF THOSE REASONS IT'S NOT GONNA TRANSMIT.

UM, MAYBE IF THERE'S A CAR OR SOMETHING OVER IT, SOMETHING IMPEDING IT, WELL THEN WE CAN'T, WE CAN'T PHYSICALLY GO OUT THERE AND READ THE METER EITHER.

SO IN THAT SITUATION, THERE'S, BUT THEY'RE STILL GONNA GET A BILL.

RIGHT.

AND SO THE SYSTEM WILL GIVE THEM AN ESTIMATED BILL, BUT IT IS BASED ON THEIR LAST SIX TO 12 MONTHS.

OKAY.

LET'S SAY IT AUTOMATICALLY DOES A TRENDING IF THEY END UP WITH AN ESTIMATE.

OKAY.

BUT LET'S SAY FOR AN EXAMPLE, LIKE WHAT HE SAID, THE ESTIMATE THE BILL HAS BEEN $50 OR $80 AND IT'S 5,000.

NOW THAT ESTIMATE IS WRONG.

SO WHERE, WHERE DOES THE ESTIMATE, SO IS IT ACTUALLY, I GUESS BACK TO HIS QUESTION, IS IT TAKEN INTO ACCOUNT THE PREVIOUS 12 MONTHS, OR WHAT MONTHS IS IT TAKING INTO ACCOUNT WHEN YOU GET THAT ESTIMATED BILL AND IT'S ASTRONOMICALLY HIGHER? IT CLEARLY DIDN'T TAKE INTO CONSIDERATION THAT IT'S BEEN $50 FOR THE PAST SIX MONTHS.

OKAY.

RIGHT.

SO I BELIEVE COUNCILMAN CRENSHAW'S EXAMPLE IS NOT AN ESTIMATE, THAT'S AN ACTUAL CONSUMPTION SITUATION.

THEY HAD THAT MUCH WATER GO THROUGH THEIR METER AND IT THEN CREATED A $5,000 BILL.

THE SAME THING THAT COUNCILMAN TURNER WAS TALKING ABOUT, A CUSTOMER CALLS, I HAVE A REALLY LARGE BILL.

THOSE AREN'T ESTIMATED BILLS.

THOSE ARE SITUATIONS WHERE, UM, MORE THAN LIKELY THERE'S, UM, A LEAK ON THEIR SIDE.

AND SO IT WILL, UH, IT WILL INCREASE A BILL SIGNIFICANTLY, AND I CAN SHOW YOU SOME STATS IN A FEW MINUTES ON THAT.

UM, SO THAT'S WHAT THAT IS.

IF IT'S ESTIMATED, THE SYSTEM GOES BACK AND WILL ACTUALLY LOOK BACK.

OKAY.

THAT'S WHAT I MEAN.

IT DOES A LOOK BACK.

SO THERE, OH, THAT'S NOT AN ESTIMATED BILL COMING FROM BILL IS NOT, IT'S ONLY GONNA BE, IT'S NOT GONNA BE A 5,000 BILL.

THEY LOOKED, LOOK BACK AND THOUGHT YES.

LOOKED BACK AT AND GOT IS WHAT I'M TRYING TO VERIFY.

YES, MA'AM.

OKAY.

YES, MA'AM.

THAT'S JUST ONE PART OF MY QUESTION.

NOW I HAVE A QUESTION FOR YOU, UH, CITY MANAGER.

SO HOW DOES THE HIRING FREEZE? HOW IS THE HIRING FREEZE GOING TO AFFECT THE FACT THAT WE NEED THE, WHAT'S GOING ON RIGHT HERE? CORRECT.

I MEAN, WE HAVE HAD, I THINK, TWO VACANCIES IN THE LAST TWO WEEKS, AND WE ARE FILLING THOSE.

OKAY.

I WAS JUST WONDERING HOW DOES, HOW IS THAT GONNA AFFECT WHAT WE IT'S A CRUCIAL AREA.

YEAH.

WHAT WE'VE GOT GOING ON, THEREFORE, WE WOULD NEED TO FILL THOSE POSITIONS TO KEEP UP WITH DEMAND.

OKAY.

I JUST WANT TO GET THAT CLEARED UP.

YES, SIR.

UH, JUST TO FOLLOW UP ON A COUPLE OF THINGS, UH, THAT YOU SAID IN RESPONSE TO, UH, COUNCILMAN TURNER'S QUESTIONS, UM, YOU HAD SAID THAT PEOPLE COME IN AND THEY'RE UPSET AND THAT MESSAGING, UH, MAY PLAY A ROLE IN THAT.

AND WHILE THESE, WHILE THESE CUSTOMERS ARE COMING IN AND THEY'RE ALREADY UPSET, UM, ONE OF THE COMPLAINTS, AND THIS ISN'T SOMETHING RECENT, THIS IS GOING BACK YEARS, WELL, BEFORE I WAS ON COUNCIL, UH, I REMEMBER HAVING A WATER BILL ISSUE IN 2023 AFTER, UH, MAYOR WEST, UH, WAS, WAS ELECTED THE FIRST TIME.

AND, UH, REACHING, UH, OUT TO HIM FOR HELP WITH THAT.

AND, AND AGAIN, THIS IS GOING BACK YEARS, BUT A LOT OF THE REASONS WHY PEOPLE GO UP TO THE WATER DEPARTMENT AND THEY HAVE BAD ATTITUDES IS BECAUSE WHEN THEY TALK TO PEOPLE ON THE PHONE OR GO TO THE WINDOW, THEY GET BAD ATTITUDES BACK.

AND THAT IS A COMPLAINT WE CONSTANTLY HEAR, UH, FROM, FROM PEOPLE.

AND, AND SOME OF THAT ISN'T, UH, YOU, YOU, YOU KNOW, ACCURATE, YOU KNOW? AND SO I THINK OVERALL OUR TEAM DOES DOES A GOOD JOB.

BUT I JUST, I MENTIONED THAT, UH, YOU KNOW, WE HEAR A LOT OF COMPLAINTS THAT YOU, YOU KNOW, IT'S, IT'S BAD ATTITUDE FROM COMING, COMING FROM OUR TEAM.

AND SO THAT, THAT IS SOMETHING THAT I THINK WE NEED TO TAKE INTO CONSIDERATION OR WHETHER THAT IS HELPED BY ADDITIONAL EMPLOYEES SO THAT THE STRESS IS LEFT SO THAT THERE'S MORE WORK TO SPREAD AROUND, UH, OR WHATEVER IT MAY BE.

ALSO, I THINK MESSAGING IS UNFAIR.

WHEN YOU HAVE AN EXAMPLE OF SOMEBODY WHO, UH, GETS A HIGH BILL, UH, THE LEAK IS ON THEIR SIDE, THEY FIX THE LEAK, THEY THEN BRING THE INVOICE FROM THEIR PLUMBER UP TO CITY HALL TO PROVIDE THAT TO WATER CUSTOMER SERVICE SO THAT THEY CAN GET THEIR BILL ADJUSTED.

AND WE LOSE THAT PAPERWORK

[01:20:01]

AND THAT PERSON IS THEN REQUIRED TO COME UP A SECOND TIME TO PROVIDE THAT PAPERWORK TO THE CITY.

SO, AGAIN, THAT THEY CAN GET THAT ADJUSTMENT.

UH, THAT TO ME IS NOT A MESSAGING PROBLEM.

THAT TO ME IS JUST BAD CUSTOMER SERVICE.

UH, AND WHILE, UM, I, UH, YOU KNOW, I, I THINK WE'RE ALL HERE TO TRY TO FIGURE OUT WAYS TO IMPROVE THIS.

I THINK WE ALSO NEED TO ACKNOWLEDGE THE FACT THAT SOME OF THE CITY'S POLICIES AND PROCEDURES WITH WATER CUSTOMER SERVICE ARE, ARE, ARE SIMPLY INADEQUATE AND, AND POOR POLICIES AND PROCEDURES.

AND SO THAT'S WHY I'M HOPING THAT THIS CONVERSATION TODAY IS GOING TO PROVIDE FOR ENCOURAGEMENT FROM THIS COUNCIL, UH, FOR A SOFTER, GENTLER CUSTOMER SERVICE POLICIES AND PROCEDURES, NOT THE INDIVIDUALS WORKING IN THE DEPARTMENT.

YES, MAYBE WE CAN, UH, WORK ON IMPROVING THAT, BUT, UH, I WANNA FIND WAYS THAT WE REDUCE THE COMPLAINTS NOT JUST TO COUNCIL, BUT TO WATER CUSTOMER SERVICE THAT'LL MAKE EVERYBODY'S JOB BETTER.

THE CITIZEN WILL BE HAPPIER.

THE, THE, THE, THE GREAT TEAM WE HAVE WA WORKING IN WATER CUSTOMER SERVICE WILL BE HAPPIER.

AND THEN FEWER EMAILS FROM COUNCIL MEMBERS, UH, UH, REQUESTING HELP THERE.

AND AGAIN, NONE OF THESE ARE ISSUES THAT CAME UP WITHIN THE LAST NINE MONTHS UNDER THE LAST SUPERVISOR OR THINGS, YOU KNOW? MM-HMM .

THESE THINGS HAVE BEEN GOING, I MEAN, THEY'VE BEEN MEDIA STORIES ABOUT WATER BILLS FOR YEARS AND YEARS AND YEARS.

AND I THINK RIGHT NOW THEY'RE KIND OF BUBBLING UP BECAUSE SOME OF US ON COUNCIL MAY BE TALKING ABOUT THEM MORE ON SOCIAL, SOCIAL MEDIA THAN OTHERS, BUT IT'S ONLY BECAUSE IT'S SUCH A POPULAR, UH, UH, HOT TOPIC OUT THERE.

WHEN, WHEN I'M TALKING TO CONSTITUENTS, COUNCILMAN TO YOUR POINT, WE, THIS DID COME UP WHEN WE DID THE AUDIT AND, UM, COUNT.

WE'VE ALWAYS HAD THE ABILITY TO, UH, RECORD PHONE CALLS.

BUT NOW THERE IS SPECIFICALLY SUPERVISORS ARE REQUIRED TO DO RANDOM AUDITS OF PHONE CALLS, UM, TO MAKE SURE THAT THE CUSTOMER SERVICE AGENTS ARE BEING POLITE AND ARE TRYING TO RESOLVE THE CUSTOMER'S ISSUES.

WE ALSO LOOK AT WAIT TIMES ON CALLS TO MAKE SURE THAT THE CUSTOMER ISN'T HAVING EXTENDED WAIT TIMES.

UM, AND MAKING SURE, UH, 'CAUSE THAT WAS BROUGHT UP AS WELL, THAT CUSTOMERS ARE HAVING TO WAIT LONG TIME TO BE SERVICED.

SO THOSE ARE, ARE BEING MONITORED AS WELL.

UM, AND THAT ALSO CAME OUT OF THE AUDIT AS WELL.

AND SO THE, AND THEN CONTINUOUS ONGOING CUSTOMER SERVICE TRAINING WITH THOSE EMPLOYEES AS WELL.

YEAH.

AND AGAIN, WITH THE TURNOVER, CUSTOMER SERVICE IS, I BELIEVE, SOMETHING WE CAN ADDRESS.

UM, KNOWING THAT IT'S A TOUGH, TOUGH JOB.

AS WAS POINTED OUT, THE CALL IS STARTING FROM A BAD PLACE IN THE CALLER'S, UM, PERSPECTIVE.

IN OTHER WORDS, IT'S NOT JUST AN UPSET CUSTOMER.

IT, IT'S ALMOST ALL, ALMOST ALL THOSE CALLS FOR, EXCEPT FOR ONES THAT ARE STARTING ACCOUNTS ARE CUTTING ACCOUNTS.

I MEAN, THEY'RE, THEY'RE NOT HAPPY FOR ONE REASON OR THE OTHER.

AND AGAIN, SOMETIMES IT'S ON THE CITY SIDE, BUT A LOT OF TIMES IT'S NOT.

UM, AND AGAIN, THE PURPOSE OF TODAY'S WORK SESSION IS TO GO OVER A VERY COMPLICATED SYSTEM, UM, AND POINT OUT THE FLAWS, BUT HOPEFULLY, HOPEFULLY THAT ANYONE WATCHING THIS IS WATCHING THE ENTIRETY AND NOT JUST PICKING OUT LITTLE PIECES LIKE, OH, THE CITY'S SYSTEM'S BROKEN, SO MY BILL MUST BE WRONG, RIGHT? SO I'M GONNA CALL MY MAYOR BECAUSE MY BILL MUST BE WRONG AND HE'S GONNA FIX IT, BECAUSE THAT'S JUST NOT THE REALITY.

SO THE QUESTION AGAIN, HOW DO WE FIX IT FROM OUR END? HOW DO WE FIX IT FROM CUSTOMER SERVICE? WE'VE GOT A BIG 42,000 METER SYSTEM WE'RE WORKING ON, UH, IN GENERAL, THE SYSTEM WORKS, UM, BUT IDENTIFYING THE URGENT FIXES, AND AGAIN, THOSE ARE UNDERWAY.

SO, AND THEN MY LAST COMMENT WAS ON THE ESTIMATED BILLS.

THERE'S A LOCAL BUSINESS THAT, UH, IS VERY POPULAR OVER THERE IN THE SHOPPING CENTER, UH, WITH THE LITTLE WOODROW.

UH, AND THEY HAD A SIGNIFICANT ISSUE WITH THEIR WATER BILLING WHERE THEY WERE RECEIVING ESTIMATED BILLS THAT WERE MUCH LOWER THAN WHAT THE ACCURATE BILL WAS, AND THEN ALL OF A SUDDEN IT'S ON AUTO DRAFT, ALL OF A SUDDEN THEY GET AN $11,000 BILL READ.

UH, AND THAT'S BECAUSE THE CITY JUST ALL OF A SUDDEN DECIDED TO READ THE METER AND REALIZE THEIR ESTIMATED BILL.

SO I GUESS THAT'S KIND OF BUILDING ON LADONNA'S QUESTIONS.

HOW MANY ACCOUNTS OUT THERE? OUT OF 42,000 METERS? AND I THINK THIS MAY GO TO OUR HOSPITALS TOO.

HOW MANY ACCOUNTS OUT THERE OUT OF OUR 42,000 METERS ARE GETTING ESTIMATED BILLS? I CAN'T ANSWER THAT QUESTION TODAY.

THAT'S NOT THE MAJORITY METERS BROKEN, OR THERE'S SOMETHING, I JUST THINK THAT THAT'S A BIG DEAL, UH, BECAUSE IF IT'S BROKEN OR NOT BEING ABLE TO BE READ AND THEY ARE GETTING THE ESTIMATED BILL, YOU MIGHT BE RIGHT, AND THEN IT'S LOWER AND THEN WINDS UP GETTING RED AND NOW IT'S, I MEAN, HOW MANY THAT'S, I I DON'T HAVE A NUMBER FOR

[01:25:01]

THAT.

I DON'T BELIEVE.

I MEAN, IT'S NOT, DEFINITELY NOT THE MAJORITY.

UM, I HAVE NO, I WOULD HAVE NO WAY OF KNOWING TODAY.

I'D HAVE TO LOOK INTO THAT.

I'M SORRY.

I DID NOT BRING THAT INFORMATION.

KIND OF THE, THE WAVE THAT WE HAD MAYBE 60 DAYS AGO OF ALL THE SUDDEN WE HAD A LOT OF CALLS SAYING, HEY, MINE WENT FROM, YOU KNOW, THIS LARGE INSTITUTION WAS PAYING $200 A MONTH, AND THEN ALL OF A SUDDEN I GOT 10,000.

IT'S LIKE, WELL, $200 A MONTH OR WHATEVER IT WAS, IT WAS WAY, WAY LOW.

BUT THE POINT IS, THEY, WE HAD SEVERAL ALL AT ONCE BECAUSE WE WERE GOING THROUGH SOME CATCH UP.

AND SO THEY KIND OF HAPPENED ALL AT ONCE.

BUT AGAIN, I THINK MOST OF THE, YOU'RE ALWAYS GONNA HAVE SOME ESTIMATED WITH THAT NUMBER OF METERS BECAUSE AS, AS LAURA MENTIONED, A CAR IS PARKED OVER IT OR WHATEVER, THERE'S GONNA BE SOME ISSUES.

AND SO WE'RE WORKING ON THE PROCESS TO SEE IF WE CAN AVOID OR MINIMIZE ESTIMATION.

BUT THEY'RE ALWAYS GONNA HAVE, YOU KNOW, SOME, BUT AGAIN, OTHER PROCESSES TO SAY.

ALL RIGHT.

IS THERE A BETTER WAY TO, WHEN YOU, WHEN IT, WHEN ESTIMATION KICKS IN, IS THERE A BETTER WAY TO LOOK BACK AND SAY, IS THIS, IS THIS HOW THIS AMOUNT? AND I'M NOT FUSSING, BUT I I JUST GENERALLY WANNA ASK THE THE QUESTION, HOW DO WE, HOW IS IT THAT WE DON'T KNOW HOW MANY BILLS ARE ESTIMATED? I MEAN, TO ME IT SEEMS LIKE THAT WOULD BE, I JUST DON'T HAVE, I DON'T HAVE THAT STATISTIC.

OKAY.

SO IT'S JUST SOMETHING THAT WE COULD EASILY GET, BUT WE DON'T HAVE, I BELIEVE OUR BILLING SUPERVISOR COULD PROVIDE THAT TO ME, BUT IT'S NOT A STAT THAT I HAVE WITH ME TODAY.

OKAY.

AND, AND MY FEAR IS THAT THAT NUMBER'S VERY HIGH.

AND I THINK THAT THAT IS WHAT'S ADDING TO A LOT OF CONFUSION AND FRUSTRATION.

AT LEAST THE CALLS THAT WE GET.

UH, THESE ARE, OH, I'M SORRY.

THESE ARE, THESE ARE GENERALLY ISSUES COMING UP WITH ESTIMATED BILLS OVER AN EXTENDED PERIOD OF TIME, AND THEN ALL OF A SUDDEN THIS GIANT BILL COMES IN.

AND THAT'S WHY A LOT OF PEOPLE ARE SCARED TO PUT THEIR BILLS ON AUTOMATED, UH, ON AUTOMATIC BILLING BECAUSE THEY'RE, THEY DON'T KNOW IF OUT OF THEIR CHECKING ACCOUNT IS GONNA COME A $2,000 WATER BILL AND IT'S GONNA GET RETURNED.

SO, AND AGAIN, I'LL JUST REAL QUICKLY MENTION THAT IF YOU DO NOTICE YOUR BILL IS HIGH, WE ENCOURAGE YOU TO CALL US IMMEDIATELY.

'CAUSE A LOT OF TIMES WHAT WE'LL GET IS A CALL RIGHT BEFORE A CUTOFF OR RIGHT AT THE END OF THE MONTH.

AND AGAIN, A LOT OF THE TIMES IT'S NOT ON THE CITY SIDE, IT'S ON THEIRS.

I DON'T WANNA STEAL LAURA'S THUMB THUNDER, BUT NO, IT'S GOOD.

UM, A LOT OF TIMES IT'S ON THE CITY SIDE AND I, I KNOW I HAD A CHANCE TO VISIT, UH, WITH MS. CLARK.

AND I THINK WHAT, WE'LL, IF WE CAN HOLD OUR QUESTIONS, 'CAUSE I THINK WHEN SHE GETS THROUGH THE BILLING, IT'S GONNA ADDRESS A LOT OF THE POLICIES.

'CAUSE I THINK WE CAN AGREE THAT THESE POLICIES CAN BE IMPROVED SO THAT WE CAN GET A BETTER, UH, EXPERIENCE FOR THE CITIZENS.

RIGHT.

BUT BECAUSE IT IS TRUE THAT YOU ARE GETTING CALLS LIKE THAT CUSTOMERS DO GET BILLS THAT ARE HIGHER, UM, YOU KNOW, WE ACKNOWLEDGE THAT, BUT AT THE SAME TIME, THERE ARE MULTIPLE REASONS FOR THAT.

AND, UM, AS, AS THE MANAGER JUST SAID, SO MOVING ON TO THE BILLING OVERVIEW.

SO ROUGHLY WE HAVE 41,000, UH, IT WAS JUST OVER 41,000 IN AUGUST OF BILLS THAT WE SENT OUT.

IT WAS, UH, 41,400 IN SEPTEMBER.

JUST DEPENDS ON, UH, TURNONS, TURNOFFS, THOSE SUCH THINGS.

BUT WE DO HAVE, UM, 10 CYCLES THAT WE DO EVERY MONTH.

UM, SO THE WATER BILLING PROCESS, WE'VE TALKED ABOUT METER READINGS.

SO THE METER READINGS COME IN, THE SYSTEM WILL GIVE AN EXCEPTIONS REPORT.

THIS WOULD USUALLY BE WHERE MAYBE, UH, THE ACCOUNT DOESN'T HAVE ANY CONSUMPTION ON IT AT ALL, UM, OR SOMETHING SEEMS, UM, AWRY.

AND SO THEY'LL SEND OUT THE METER READERS TO GO AND THAT'LL BE IN THAT PERIOD.

UM, WE CALL THIS PRE-BILL.

SO IT'S IN THE PERIOD THAT THE READINGS HAVE COME IN, BUT BEFORE, BEFORE WE ACTUALLY SEND OUT BILLS.

UM, AND SO YES MA'AM, WHAT ALERTS IT THAT SOMETHING'S AWRY, WHAT DOES THAT MEAN? WELL, IF THE SYSTEM, THE, IF THE BILLING SYSTEM WILL GIVE A REPORT BECAUSE A PERSON TYPICALLY HAS CONSUMPTION AND NOW THEY DON'T HAVE ANY CONSUMPTION, IS THAT THE ONLY GENERATOR THAT IS ZERO OR IS IT SOMETHING ELSE LIKE A CEILING, IS IT JUST A FLOOR OR IS IT A CEILING TUBE THAT SENDS, UM, YES, IF IT SEEMS VERY HIGH, I BELIEVE IT ALSO WILL TRIGGER THAT AS WELL.

OKAY.

UM, SO THEN THE BILLS GET PROCESSED AND THEN, UM, ACCORDING TO THE ORDINANCE, THERE'S 30 DAYS, CURRENTLY 30 DAYS TO PAY THAT BILL.

THE CUSTOMER PAYS ON TIME, THE ACCOUNT REMAINS CURRENT, A CUSTOMER DOES NOT PAY ON TIME, THAT ACCOUNT BECOMES DELINQUENT AND THE CUSTOMER DISPUTES THE BILL.

AND THEN CUSTOMER SERVICE REVIEWS.

SO THE DELINQUENT ACCOUNT PROCESS, UM, SO AFTER 10 DAYS, UM, THERE'S A $10 LATE FEE THAT IS ASSESSED, UM, THAT'S ALSO BY ORDINANCE.

AND THEN YOU'RE GONNA HAVE, THE CUSTOMER WILL RECEIVE ANOTHER BILL THAT GETS GENERATED.

SO NOW THE NEW BILL IS ALSO DUE IN 30 DAYS, BUT THE NEW BILL IS GONNA ALSO INCLUDE THE PAST DUE AMOUNT THAT WAS NOT PAID IN THE FIRST 30 DAYS AS WELL AS A DISCONNECT NOTICE.

SO THERE'S GONNA BE A DISCONNECTION NOTICE.

IT'S NOT EXACTLY,

[01:30:01]

UM, THAT'S ONLY A PART OF IT.

BUT THE DISCONNECTION NOTICE WILL SAY THAT TO AVOID DISCONNECTION, THE CUSTOMER MUST PAY THE PAST DUE AMOUNT ON THE BILL BY THE DUE DATE OF THE BILL.

UM, PAST DUE, THE PAST DUE AMOUNT.

YES MA'AM.

UM, THAT'S LISTED ON THE BILL NEEDS TO BE PAID BY THE DUE DATE OF THAT BILL, WHICH WOULD MEAN THAT, THAT THAT PAST DUE AMOUNT NEEDS TO BE PAID BY THE 60TH DAY.

SO IF THE PAST DUE AMOUNT IS PAID IN FULL, THEN THE ACCOUNT IS CURRENT.

IF THE PAST DUE AMOUNT IS NOT PAID IN FULL BY THAT DUE DATE, EVEN IF THAT PAST DUE AMOUNT IS PAID PARTIALLY BY THAT DUE DATE, THEN IT GOES INTO DISCONNECTION PROCESS.

SO THE DISCONNECTION PROCESS AT THAT POINT IS THAT THEY RECEIVE A COURTESY CALL, UM, IN THE FEW DAYS LEADING UP TO THE DUE DATE TO LET THEM KNOW THAT, UM, NO PAYMENT HAS BEEN RECEIVED YET AND THAT THE DUE DATE IS APPROACHING, UM, ONE BUSINESS DAY AFTER THE DUE DATE, WHICH IS THE 61ST DAY THAT THAT BILL WOULD'VE BEEN DUE.

THE FIELD WORKER DISCONNECTS THE SERVICE FOR NONPAYMENT AT THAT TIME.

A RED DOOR HANGER IS LEFT WITH DISCONNECTION NOTICE ON THEIR DOOR SAYING IT WAS DISCONNECTED AND THAT THE TOTAL AMOUNT DUE IS THE FULL BALANCE PLUS $30.

SO SINCE THEY DID NOT PAY THE PAST DUE AMOUNT ON THE DUE DATE, NOW THE FULL BALANCE, THE PAST DUE PLUS THE CURRENT ON THAT BILL IS NOW DUE AND WITH AN ADDITION 30 30 ADDITIONAL $30 FEE.

SO THIS PAYMENT MUST BE MADE AT CITY HALL OR IT CAN BE MADE ONLINE AND THEY HAVE TO BRING A RECEIPT OR THE CONFIRMATION NUMBER.

UM, THEY CAN CALL IN THE CONFIRMATION NUMBER, BUT THEY HAVE TO PROVIDE THAT CONFIRMATION TO CUSTOMER SERVICE AND THEN THEIR SERVICE CAN BE RESTORED.

LAURA, IF I CAN POINT OUT REAL QUICKLY, CAN WE GO BACK TO THAT SLIDE? YES, SIR.

I THINK A YEAR AGO WE ADDED AN ADDITIONAL 10 DAYS.

THAT IS WHAT THE, THE 10 DAYS AFTER THE DUE DATE THAT WAS ADDED, I BELIEVE IN THE 2025 ORDINANCE? I THINK SO.

MM-HMM .

SO IT'S LIKE A 10 DAY GRACE PERIOD IN ADDITION TO THE, UH, THE FIRST 30 DAYS THAT IT'S DUE.

YEAH.

SO THE LATE FEE ISN'T ASSESSED UNTIL 10 DAYS AFTER THE BILL DUE DATE.

RIGHT? THAT WAS ADDED AT THE REQUEST OF COUNSEL LAST YEAR? YES.

OKAY.

ANYTHING ELSE? OKAY.

YES, I GOT A QUESTION.

YES MA'AM.

UM, YOU SAID THAT THERE'S A CALL MADE IN HERE SOMEWHERE WHERE THERE'S A ROBOCALL THAT GOES OUT PRIOR TO DISCONNECTION.

LIKE IS THAT, THAT'S AFTER THE 30 DAY DUE DATE IN BETWEEN THE 30 AND THE SIXTIES SOMEWHERE? NO MA'AM.

IT'S, IT, IT'S WHEN THE 60 DAY DUE DATE IS APPROACHING AND IT'S NOT PAID.

AND SO THERE'S A ROBOCALL THAT WILL ALERT THEM THAT THAT'S STILL NOT PAID AND THEY COULD BE SUBJECT TO DISCONNECTION.

OKAY.

AND I GOT ONE MORE QUESTION.

YOU SAID THAT THEY CAN PAY THE FULL BALANCE ONLINE OR IN PERSON AND PROVIDE THE CONFIRMATION NUMBER THAT IS BEING PAID.

BUT WHEN DID THEY START BEING ABLE TO PAY THE FULL BALANCE ONLINE? BECAUSE I THOUGHT YOU HAD TO COME IN AND PAY IT AND THEN BRING THE RECEIPT TO THE PEOPLE FOR THEM TO RECONNECT OR JUST TO WELL, I DO KNOW THAT, I DON'T KNOW IF THAT WAS A CHANGE.

I DO KNOW THAT, UM, THAT YEAH, 'CAUSE YOU, I I'M ALMOST CERTAIN YOU USED TO HAVE TO PHYSICALLY CALL.

I DO KNOW THAT THE OTHER DAY, UM, I WAS IN WITH A CLERK, A PERSON CALLED AND THEY PAID AND THEY WERE ABLE TO GIVE THEIR CONFIRMATION NUMBER TO SHOW THAT THEY HAD PAID.

OKAY.

SO THAT, UH, SO I DO KNOW THAT ONLINE IS AN OPTION.

NOW, I BELIEVE THE REASON, UM, THAT THEY WOULD REALLY NEED TO COME IN IS BECAUSE THEY'RE GONNA HAVE AN IMMEDIATE RECEIPT IF THEY PAY ONLINE AND DON'T THEN CONTACT CUSTOMER SERVICE.

CUSTOMER SERVICE DOESN'T KNOW THAT AND MAY NOT GET THAT PAYMENT FOR TWO DAYS AND THEN THEY WOULD HAVE GOTTEN DISCONNECTED.

AND THAT'S WHAT I HAVE THE PROBLEM WITH BECAUSE I HAD A CLIENT AND THEY WERE ELDERLY AND THE THE DAD OR THE SON OR SOMEBODY WAS PAYING THEIR BILLS SOMEWHERE ELSE, WELL FORGOT TO PAY IT AND COULDN'T COME HERE.

IT WAS ALL KIND OF RIGAMAROLE THAT BASICALLY THEY NEEDED TO COME HERE TO DO IT.

THAT'S WHY I'M ASKING YOU.

YES.

SO IF THEY HAVE TO PAY, THEY CAN'T GO TO PAY OR THEY PAY IT ONLINE OR SOMETHING.

I MEAN, I WANT TO CLARIFY THAT BECAUSE PEOPLE WATCHING MAY NEED TO KNOW THAT YOU NEED TO CALL US YES.

TO SAY YOU PAID IT ONLINE OR WHATEVER.

AND IF YOU DON'T DO THAT, THEN IT COULD LEAD TO A DISCONNECT.

'CAUSE I HAD, I'VE HAD THAT THAT IS CORRECT.

THE KEY TO IT IS CUSTOMER SERVICE NEEDS TO KNOW AND HAVE DOCUMENTATION THAT YOU'VE MADE YOUR PAYMENT IN FULL IN ORDER TO GET SERVICES RESTORED.

WHY, WHY WHEN THEY PAY THE BILL, WOULD THE GUY THAT RECONNECTS THE WATER NOT

[01:35:01]

GET A PING ON HIS TABLET THAT THE WATER BILL'S BEEN PAID? 'CAUSE OUR SYSTEM, OUR SYSTEM IS NOT, IS, IS, IS NOT THAT.

IT'S JUST PARTY.

AND IF YOU HAVE ELDERLY PEOPLE, WE ARE PAYING BILLS, YOU KNOW, YOUNG PEOPLE THAT ARE PAYING OLDER PEOPLE BILLS OUT OF TOWN.

THIS IS SOMETHING THAT I HAVE DEALT WITH.

I'VE HAD TWO, THE PERSON'S PAYING THE BILLS, BUT THEY'RE NOT HERE, FORGOT TO DO IT 'CAUSE THEY'RE PAYING FOR SOMEBODY ELSE.

AND THEN NOW THE PERSON'S WATER'S OFF BECAUSE THEY DIDN'T KNOW THAT THEY NEEDED TO CALL.

SO THAT'S SOMETHING WE NEED TO JUST MAKE SURE WE GET.

I MEAN, IT IS COMMUNICATED ON THEIR BILL THAT THEY NEED TO MAKE THAT PAYMENT AND CONTACT CUSTOMER SERVICE.

OUR SYSTEM IS NOT GONNA, WHEN THEY MAKE A PAYMENT AT THE CASHIER'S OFFICE, IT IS NOT GONNA UPDATE, UM, AUTOMATICALLY UPDATE OUR BILLING SYSTEM.

UNDERSTAND.

SO THEY HAVE TO SHOW THAT.

BUT THAT ADDS THE FRUSTRATION.

WE DEFINITELY DON'T HAVE THE OPTION OF PINGING ANY TABLETS IN THE FIELD BECAUSE THOSE SYSTEMS DON'T WORK TOGETHER LIKE THAT.

THAT WOULD JUST MAKE TOO MUCH SENSE WHEN I UH, WHY DON'T, UH, WHY, WHY, WHY DON'T WE HAVE, UH, WELL, I I UNFORTUNATELY, I THINK I KNOW THE ANSWER TO THAT.

THE NEW SYSTEM THAT WE APPROVED, $1.8 MILLION FOR THE NEW SOFTWARE SYSTEM, IS IT GOING TO BE REAL TIME INSTANT WHEN YOU PAY THAT BILL YOUR WATER GETS TURNED BACK ON OR WE STILL GOTTA COME DOWN? YOU KNOW, I'VE ONLY SEEN ONE DEMO DEMO SO FAR.

I DON'T KNOW IF ANGIE IS IN HERE.

ANGIE AND MIKE.

MIKE, I WOULD HAVE TO ASK ANGIE.

I MEAN, WHEN YOU PAY ENERGY, YOU DON'T HAVE TO GO DOWN THERE OR CALL WITH A CONFIRMATION NUMBER.

WHEN YOU PAY ENERGY, YOUR POWER GETS TURNED BACK ON USUALLY WITHIN A FEW HOURS.

WHY? WHY CAN'T WE DO THAT? OKAY.

I DID WANT TO JUST ADD ON THERE THAT YOU'RE TALKING ABOUT WHEN, I'M SORRY.

UH, WHEN SOMEONE DOES PAY THEIR WATER BILL THROUGH THE DAY AFTER IT'S BEEN DISCONNECTED, IT'S USUALLY RADIO DISPATCHED AT THAT TIME TO THE SERVICE TECH TO GO TURN THE METER BACK ON AT THAT TIME.

RIGHT.

BUT I THINK WHAT THEY'RE, THEY'RE ASKING ABOUT IS WHY THEY HAVE TO SHOW CONFIRMATION BEFORE THAT HAPPENS, RIGHT? YEAH.

OKAY.

I I WAS ALRIGHT.

I MISUNDERSTOOD THE QUESTION, BUT YEAH, IT IS, UH, I JUST, I'M TRYING TO FIGURE OUT WHY IF PEOPLE ARE PAYING THEIR BILL, BECAUSE YOU COME HOME AFTER A LONG DAY OF WORK AND YOU REALIZE YOUR WATER GOT TURNED OFF BECAUSE YOU DIDN'T LISTEN TO THE ROBOCALL BECAUSE YOU GET 50 SPAM CALLS A DAY AND YOU ASSUME THAT'S WHAT IT WAS.

SO YOU COME HOME AFTER A LONG DAY OF WORK AND YOUR WATER'S BEEN TURNED OFF AND YOU IMMEDIATELY GO ONLINE AND PAY IT.

I GET THAT THE WATER'S NOT INSTANTLY GONNA COME BACK ON BECAUSE IT'S ALL AUTOMATED.

BUT WHY IS THERE THAT EXTRA STEP REQUIRED THAT I EITHER HAVE TO COME DOWN TO CITY HALL OR HAVE TO CALL WITH A CONFIRMATION NUMBER BECAUSE THAT IS AGAIN, ADDING TO UPSET PEOPLE CALLING WATER CUSTOMER SERVICE AND BEING ON, BECAUSE THEY'RE DISPARATE SYSTEMS THEY DO NOT TIE TOGETHER ARE HOW DO WE TIE 'EM TOGETHER? THAT'S WHAT THE NEW SOFTWARE'S SUPPOSED TO DO.

AH, SO THAT'S THE, THAT'S THE ANSWER I'M GETTING AT.

SO THE ONE POINT, WHAT WAS IT, 1.3 OR 1.8? UM, Y'ALL HAVE THROWN SO MANY NUMBERS AT ME, I'M NOT SURE IT'S GONNA REALLY DETERMINE, UM, BASED ON THE RFP, SO, SO LET'S JUST SAY 1.8 MILLION.

SO THE, UH, 1.8 MILLION NEW SOFTWARE UPGRADE THAT WE HAVE APPROVED THAT IS GONNA BE IMPLEMENTED IN 2027.

UH, ONCE WE PICK A VENDOR, UH, YOU'RE LOOKING AT 12 TO 18 MONTHS FOR US TO GET WATER RIGHT? AND WE'RE GONNA DO WATER FIRST.

AND SO THE GOAL, THE NEW SYSTEM IS, UH, REAL TIME PAST DUE WATER PAYMENT AND RECONNECTION.

THAT IS SO THAT STEP WILL BE REMOVED.

THAT IS THE GOAL AND THAT IS PART OF THE RFP.

WELL THAT GIVES US SOMETHING TO LOOK FORWARD TO.

THANK YOU.

OKAY, SO MOVING ON.

UM, SO WHAT HAPPENS ON DISCONNECT DAY AND SERVICE RESTORATION? SO WE'VE DISCUSSED SOME OF THAT.

THE CUSTOMER MAKES A PAYMENT ON DISCONNECTION DAY AND IT'S ONLINE OR IN PERSON AND THEY'RE GONNA GIVE THEIR CONFIRMATION THAT THEY MADE THEIR PAYMENT A CUSTOMER SERVICE.

UM, CUSTOMER SERVICE CLERK IS GONNA MAKE SURE THAT THEY DID PAY AND THAT THEY, UH, PAID IN FULL THE AMOUNT THAT IS REQUIRED.

AND THEN THE CUSTOMER SERVICE COMMUNICATES WITH THE FIELD PERSONNEL, WHICH IS WHAT MR. HARRIS WAS TALKING ABOUT.

SO IN THIS SITUATION, IF UM, IF THEY'VE PAID AND THEY HAVE CONFIRMATION AND WE'VE NOT YET, YOU KNOW, THAT PERSON HASN'T MADE IT TO DISCONNECT THAT CUSTOMER YET, THEN THE DISCONNECTION IS CANCELED AND THEY JUST CALL ON A RADIO AND CANCEL IT.

SO THAT PART IS REAL TIME.

UM, IF IT'S LATER IN THE DAY AND THEY WERE ALREADY, UM, DISCONNECTED, THEN THERE'LL BE AN ORDER BY RADIO FOR THEM TO GO BACK TO THAT LOCATION AND RESTORE, UM, THEIR SERVICE SAME

[01:40:01]

DAY.

BUT AGAIN, WE, THE, THE COMMUNICATION OF THE PAYMENT, NO MATTER HOW ANTIQUATED THAT SEEMS AT THIS POINT, UM, IS WHAT KEEPS, WHILE IT MIGHT BE AN AN INCONVENIENCE, UM, IT IS HOW WE CONFIRM AND MAKE SURE THAT SERVICE SHOULD BE RESTORED.

UM, AS OF RIGHT NOW, AND LAURA, CAN I JUST POINT OUT, SOME CITIES REQUIRE AN EXTRA PAYMENT FOR SAME DAY RECONNECTION, AN ADDITIONAL RESTORATION FEE, BUT WE DO NOT, OR WE CAN'T CHARGE THAT FEE? OH YEAH.

LEMME SEE THAT.

ONE THING TO NOTE THAT DID MEAN TO SAY A WHILE AGO, UM, WHEN COUNCILWOMAN SHERWOOD WAS TALKING ABOUT PAYMENTS AND WHERE THEY MAKE PAYMENTS AND THAT SORT OF THING.

UM, A DISCONNECTED, UH, CUSTOMER CANNOT MAKE A PAYMENT AT HEB OR KROGER OR SOMEWHERE LIKE THAT BECAUSE THAT WILL NOT BE COMMUNICATED TIMELY.

UM, TO YES MA'AM.

WELL, YES.

SO FOR THE, FOR EVERYONE ELSE THOUGH THAT THAT CANNOT BE, UH, PAID ELSE WITH A CONFIRMATION NUMBER.

YES MA'AM.

YES MA'AM.

AND UH, TO THE SAME MANAGER'S POINT, THERE ARE SOME CITIES THAT IF YOU GET DISCONNECTED, YOUR RECONNECTION IS AUTOMATICALLY THE NEXT DAY FOR JUST A SMALLER FEE.

BUT IF YOU WANTED SAME DAY RECONNECTION, IT'S AS MUCH AS A HUNDRED DOLLARS.

I SAW ONE OF THE CITY'S CHARGES.

SO THEY CHARGE A PREMIUM FOR SAME DAY BASICALLY BECAUSE IF YOU'VE ALREADY CUT THEM OFF AND YOU'VE MOVED ON, YOU'RE GONNA GO BACK TO THAT SAME LOCATION TO THEN RESTORE THEIR SERVICE.

WE HAVE A 30 DO $30 FEE AND WE DO SAME DAY.

OKAY, SO CUSTOMER PAYMENTS BY DUE DATE, UM, THIS IS LOOKING AT, UH, 2026 PAYMENTS AND 82% OF OUR CUSTOMERS PAY ON TIME.

WE HAD DELINQUENT ACCOUNTS OF ABOUT 15% AND WE ONLY CUT ON AVERAGE 3% OF OUR CUSTOMERS FOR NON-PAYMENT.

THAT'S ROUGHLY 1400 CUSTOMERS PER MONTH THAT ACTUALLY ARE PAID FOR NON-PAY.

THE DELINQUENT ACCOUNTS THERE, THOSE, UM, AS YOU YOU SEE THAT'S 15 VERSUS THE CUT OF THREE.

THOSE ARE THE FOLKS THAT WERE DELINQUENT.

SO THEY WENT OVER THEIR 30 DAYS BUT THEN PAID PRIOR TO THAT ON OR BEFORE THE DUE DATE OF THE SECOND BILL.

SO THEY DID NOT END UP IN A CUT SITUATION.

ALRIGHT, BILL, BILLING, DISPUTE DISPUTES AND COMMON REASONS, AND I THINK THIS, I THINK BILLING DISPUTES IS PROBABLY THE CRUX OF THE MATTER.

UM, AND THE, WHAT Y'ALL GET THE CALLS ABOUT IS WHAT IT, IT SEEMS TO ME IN MY COUPLE OF MONTHS OF BEING HERE, UM, AND THE EMAILS THAT I SEE.

SO LET'S TALK ABOUT BILLING DISPUTES.

WHAT ARE SOME OF THOSE COMMON REASONS? WELL, UM, SO A CUSTOMER WILL CALL OR COME IN BECAUSE THEY HAVE A HIGH BILL, RIGHT? THEY'RE USED TO PAYING A HUNDRED, NOW IT'S A THOUSAND.

SO THEY HAVE A HIGH BILL OR WHICH IS REALLY FROM REALLY HIGH CONSUMPTION.

UM, HOWEVER, THAT SAME HIGH BILL COULD ALSO BE, AND I DON'T HAVE IT LOOKED LIFTED UP HERE, BUT IF A CUSTOMER HAS CLOSED OUT AN ACCOUNT OR TERMED SERVICE WITH US AND WALKED AWAY, LET'S SAY, AND THEY HAD DEBT REMAINING SO THEY NEVER PAID THEIR FINAL BILL, UM, AND THEY THEN START NEW SERVICE WITH US, THAT BAD DEBT GETS ROLLED INTO THEIR NEW SERVICE BECAUSE THAT'S THE ONLY WAY FOR US TO COLLECT.

AND I KNOW RECENTLY, UM, I DON'T KNOW THIS WEEK OR LAST, I KNOW OF A COUPLE OF CUSTOMERS THAT CALLED UNHAPPY ABOUT THAT, BUT THAT IS THEIR DEBT THAT THEY LEFT OWING WHEN THEY, WHEN THEY, UM, TERMINATED SERVICE FROM THE OTHER ACCOUNT.

SO, UM, SO THAT'S ANOTHER THING THAT WE'RE SEEING.

SO IT'S EITHER A HIGH BILL, WHICH COULD BE FROM HIGH CONSUMPTION OR IT COULD ALSO BE THAT THEY HAD BAD DEBT ROLLED FORWARD.

SO WHAT ARE THE REASONS FOR HIGH CONSUMPTION ON THE CUSTOMER'S SIDE? THAT CAN BE A LEAK ON THEIR SIDE.

THAT COULD BE A LEAKY TOILET, IT COULD BE AN IRRIGATION SYSTEM THAT'S LEAKING.

IT COULD BE A POOL THAT'S BEEN FILLED UP OR YOU KNOW, MAYBE IS ON AN AUTO FIELD TYPE OF SIT, UH, PLAN.

SO ANYTHING IT COULD BE, UM, THE, WELL WE'LL TALK ABOUT IT IN A MINUTE.

IT COULD BE MORE OCCUPANTS IN THE HOME FOR A WHILE.

UM, ON THE CITY SIDE IT COULD BE A LEAK IN THE METER BOX.

SO YOU SEE WATER IN THERE.

SO WHAT THAT WOULD BE IS, UM, THERE'S A GASKET ON THE BACKSIDE OF THE METER.

[01:45:01]

IF THAT GASKET BECOMES, UM, GETS, YOU KNOW, AGED OVER TIME, IT CAN ALLOW WATER TO COME IN AND THAT ACTUALLY WILL GO THROUGH THE METER.

UM, THAT'S RARE I BELIEVE, BUT THAT IS ONE OF THE THINGS THAT CAN HAPPEN.

YOU CAN HAVE A METER ISSUE, WE CAN HAVE A SITUATION WHERE A REGISTER HAS JUST IS JUST NOT READING CORRECTLY.

UM, OR WE DID TALK ABOUT, UM, ES ESTIMATIONS BECAUSE A METER ISN'T ACCESSIBLE AND JUST AS A NOTE, THE CITY IS RESPONSIBLE FOR SIX INCHES PAST THE METER.

SO PAST THERE'S A CHECK VALVE, THERE'S A GASKET AND WE'RE RESPONSIBLE FOR SIX INCHES PAST THAT AND THEN IT BECOMES A RESIDENTS RESPONSIBILITY.

LAURA? YES SIR.

UM, BILLING DISPUTES.

YES SIR.

LIKE YOU TOLD US, 1400 CUSTOMERS ARE ROUGHLY 3.3% TOTAL PER MONTH.

GET DISCONNECTED.

WHAT IS THE PERCENTAGE PER MONTH THAT GETS DISPUTED? DO WE KNOW? I DO NOT KNOW.

NO PROBLEM.

AND I CAN, OUT OF THE DISPUTES, WHAT IS THE PERCENTAGE OF CUSTOMER SIDE VERSUS CITYSIDE? I DUNNO THAT EITHER, BUT I DO AS FAR AS A PERCENTAGE, BUT I DO HAVE SOME OTHER STATS THAT'LL KIND OF GIVE YOU AN IDEA.

ALRIGHT.

UM, OKAY.

SO, AND I CAN WORK ON TRYING TO GET THAT INFORMATION FOR YOU.

I'M JUST CURIOUS.

OKAY, SO BILLING DISPUTE.

SO INITIAL REVIEW D DISPUTES AND COMPLAINTS SHOULD BEGIN WITH CUSTOMER SERVICE.

A CLERK IS GONNA VERIFY THE, UM, ACCOUNT INFORMATION.

THEY'RE HAVE A WHOLE LIST OF QUESTIONS THAT THEY GO THROUGH TO TALK WITH THE CUSTOMER ABOUT WHAT COULD BE HAPPENING, RIGHT? SO SUCH QUESTIONS AS, UM, DID YOU FILL YOUR POOL? WE DO HAVE CUSTOMERS SOMETIMES THAT ARE COMPLAINING ABOUT THEIR BILL AND THEN IN THE DISCUSSION, OH I DID, I DID ADD WATER TO MY POOL.

WELL THAT WOULD'VE CHANGED YOUR, YOUR BILL THAT MONTH OR YOU WATERED YOUR YARD, YOUR IRRIGATION SYSTEM HAS GONE OFF.

UM, MAYBE YOU HAD COMPANY AND YOU HAD PEOPLE COME STAY FOR A COUPLE OF WEEKS OR A WEEK OR WHATEVER.

UM, THERE'S ALSO POSSIBLE LEAKS, PLUMBING ISSUES, UM, A LEAK IN THEIR SERVICE LINE.

THE CLERK WILL TYPICALLY REVIEW, HAVE THOSE DISCUSSIONS WITH THE CUSTOMER.

UM, THE CLERK REVIEWS THE AVAILABLE SYSTEM DATA.

SO THEY PULL UP THE METER SIZE, AGE, THE ERT OTHER ACCOUNT INFORMATION.

THEY'LL SEE IF THERE'S BEEN OTHER SERVICE ORDERS AT THAT LOCATION.

UM, IN ADDITION, THIS IS ALSO WHERE WE FIND OUT THAT A BAD DEBT HAS BEEN TRANSFERRED IF IT'S A HIGH BILL SITUATION.

AND THEN ALSO DURING THIS PROCESS, WE HOPE THAT THE CUSTOMERS WILL CONSIDER THE ISSUE COULD BE ON THEIR, ON THEIR PROPERTY.

YOU KNOW, UH, THAT IS SOMETHING THAT WE RUN INTO IS SOME CUSTOMERS ARE JUST, UM, VERY HESITANT TO BELIEVE THAT THEY COULD HAVE HAD A LEAK OR RUNNY TOILET OR SOMETHING LIKE THAT.

SO WATER CUTS, UH, CONSUMPTION RULES UP THUMB.

SO AN AVERAGE RESIDENTIAL CONSUMPTION, A TYPICAL FOUR PERSON RESIDENCE USES APPROXIMATELY 6,000 GALLONS PER MONTH.

THAT'S JUST WATER USED IN THE HOUSE.

THAT'S YOUR SHOWERS AND DISH WASHING AND LAUNDRY AND ALL THE THINGS LIKE THAT.

BATHS.

UM, THAT'S ROUGHLY 50 GALLONS PER PERSON A LEAKING TOILET.

AND I KNOW CUSTOMERS, 'CAUSE I'VE READ THE EMAILS AND I'VE SEEN THE RESPONSES ON FACEBOOK AND SUCH AND, YOU KNOW, WELL THEY, THEY SAID IT'S MY TOILET.

WELL, TOILETS USE A LOT OF WATER WHENEVER THEY HAVE A LEAK OR THEY'RE RUNNING AND YOU NEED TO JIGGLE THE HANDLE, WELL THERE'S A LOT OF WATER THAT'S GONE THROUGH THAT.

AND, UM, SO FOR INSTANCE, A SILENT AND SLOW CAN HAS AS HAVE AS MUCH AS 30 GALLONS PER DAY OR 600 GALLONS OF WATER PER MONTH AND YOU DON'T EVEN NOTE IT.

KNOW IT.

A LOT OF TIMES IN THIS SITUATION IS WHEN WE SUGGEST A D PACK, YOU KNOW, YOU CAN PUT A PACK OF KOOL-AID IN YOUR TANK AND THEN SEE IF IT ENDS UP IN THE BOTTOM.

UM, LEAKING OR RUNNING TOILET, THAT'S ABOUT 200 GALLONS PER DAY OR 6,000 GALLONS PER MONTH.

SO IF YOU HAVE THAT FAMILY OF FOUR, BUT YOU HAVE A RUNNING TOILET AS WELL, WHAT WOULD BE YOUR NORMAL BILL FOR 6,000 GALLONS? YOU MIGHT HAVE A BILL FOR 12,000 GALLONS, WHICH WOULD OBVIOUSLY GET YOUR ATTENTION AND BE OF CONCERN, BUT YOU WON'T KNOW UNTIL YOU, YOU KNOW, YOU GO AND, AND CHECK ALL THE TOILETS.

SO, UM, I JUST THINK THAT'S IMPORTANT INFORMATION.

ALSO, WE GET THE, UM, RESPONSES SOMETIMES THAT MY BILL IS HIGH BECAUSE MY METER'S OLD.

UM, SO IT'S REGISTERING ALL THIS CONSUMPTION.

WELL, IN REALITY, AN AGING METER IS NOT GONNA, AS IT GETS OLDER, THE DIAL TURNS SLOWER, THEREFORE IT'S NOT REGISTERING ALL THE WATER GOING THROUGH IT.

SO MOST OF THE TIME THERE'S NOT GONNA BE A LARGER BILL DUE TO AN O OLDER METER.

HOWEVER, WHEN AN OLD AGED METER GETS REPLACED WITH A NEW METER, THEY COULD EXPERIENCE, UM, A HIGHER BILL BECAUSE THE CONSUMPTION IS

[01:50:01]

NOW, YOU KNOW, ALL BEING READ.

SO THOSE ARE JUST SOME, UH, LITTLE TIDBITS THAT WE, UM, I THINK HAVE TO KEEP IN MIND.

UM, OKAY, SO, UM, WHAT HAPPENS, HOW DO WE INVESTIGATE THESE? WELL, THERE'S USUALLY A TECHNICIAN GOES TO THE FIELD, UM, AND THEY'LL DO A MANUAL REREAD.

SO THEY'RE TRYING TO MAKE SURE THAT DID THE REGISTER, WAS THE REGISTER READING CORRECTLY, UM, IS THE READING THAT CAME IN, WHAT WAS SHOWN ON THE METER.

UM, THEY'LL INSPECT FOR THOSE LEAKS THAT WE TALKED ABOUT AND WHAT COULD BE GOING ON.

ON THE CITY SIDE.

WE USUALLY RECOMMEND THAT THE CUSTOMER CHECK FOR A LEAKING TOILET CHECK OUTSIDE FAUCETS, UM, MAYBE WALK AROUND THEIR PROPERTY NEAR THEIR SERVICE LINE, DO THEY HAVE ANY, YOU KNOW, WET SPOTS, THINGS LIKE THAT.

UM, AND THEN ALSO, UM, A CUSTOMER CAN REQUEST A METER TEST.

AND THIS IS ALSO IN THE ORDINANCE.

AND IN DOING SO, UM, THE, THE WAY THAT WORKS IS THEY WILL ACTUALLY TELL THE CLERK THEY WOULD LIKE TO HAVE A METER TEST.

THE METER GETS, THE TEST GETS SCHEDULED WITH THE CUSTOMER, CONFIRMED WITH THE CUSTOMER, AND THE CUSTOMER IS THERE TO OBSERVE THE METER TEST.

UM, THEY CONFIRM THAT EVERYTHING IS TURNED OFF IN THEIR HOME.

AND THEN THE METER TEST IS CONDUCTED WITH THE FIELD REPRESENTATIVE.

SO IN JUNE, THESE ARE JUST SOME, SOME STATS THAT I HAD PULLED IN JUNE, WE HAD THREE METER TESTS REQUESTED.

ONE WAS ACCURATE AND TWO COULD NOT BE TESTED.

THE REASON IT COULD NOT BE TESTED IS BECAUSE THE 10 GALLON HAND WAS TURNING, SO EVERYTHING WAS OFF, BUT THE 10 GALLON HAND ACCORDING TO THE CUSTOMER, BUT THE 10 GALLON HAND IS TURNING, THEREFORE WATER IS GOING THROUGH THAT METER.

SO YOU CAN'T CONFIRM THE ACCURACY OF IT.

IT'S AN INDICATION THAT THERE'S ANOTHER ISSUE.

IN JULY, THERE WERE THREE REQUESTS.

ONE WAS INACCURATE.

IT ACTUALLY, UH, WAS AT 94% AND TWO COULD NOT BE TESTED IN AUGUST THERE WERE FOUR.

ALL FOUR OF THOSE WERE ACCURATE.

TWO WERE AT A HUNDRED PERCENT, ONE WAS AT 98% AND ONE WAS AT 95%.

AND IN SEPTEMBER, UH, THERE WERE SEVEN REQUESTS COMPLETED.

AND UM, ALL THREE OF THREE OF THOSE WERE AT A HUNDRED PERCENT ACCURACY AND FOUR COULD NOT BE TESTED, THEREFORE THE CUSTOMER WOULD NEED TO GO CHECK ON THEIR SIDE.

BUT, AND LAURA, WHEN YOU SAY THE 10, THE 10 GALLON WAS SPINNING, THAT END INDICATES THERE'S A LEAK ON THE CUSTOMER SIDE? YES, THERE'S A LEAK ON THE CUSTOMER SIDE.

AT THAT POINT, WATER IS STILL GOING THROUGH THAT METER EVEN THOUGH THEY HAVE EVERYTHING OFF TO THEIR KNOWLEDGE.

OKAY, I GOT A QUESTION.

YES MA'AM.

YOU'RE SAYING THIS IS FOR THE ENTIRE CITY OF BEAUMONT FOR JUNE, JULY AND AUGUST.

THESE ARE THE ONLY BILLS THAT WERE DISPUTED? NO MA'AM.

NO MA'AM.

THIS IS AN WHERE THE CUSTOMER ASK FOR US TO GO OUT AND DO A METER ACCURACY TEST OH, AS OUTLINED IN THE ORDINANCE.

AND SO THEY, WE SCHEDULE A TIME WITH THE CUSTOMER, THE CUSTOMER IS THERE AT THEIR RESIDENCE, THEY OBSERVE THIS METER TEST.

AND SO THAT'S WHAT THAT IS.

AND THESE WERE THE METER TESTS REQUESTED, THE NUMBER REQUESTED BY CUSTOMERS FROM JUNE, JULY, AUGUST AND SEPTEMBER.

AND SO I JUST PUT THERE THAT PEOPLE DO REQUEST THEIR METERS TO BE, UM, TESTED.

AND IN EIGHT OF THOSE INSTANCES WE COULDN'T TEST THE METER BECAUSE WATER WAS STILL GOING THROUGH IT FROM SOMETHING ELSE.

AND IN EIGHT, UH, EIGHT OF 'EM, UM, IT THEY WERE ACCURATE.

OKAY.

BUT THESE AREN'T DISPUTES NECESSARILY.

THIS, THESE COULD HAVE COME OUT OF A DISPUTE.

SO WE HAD A CUSTOMER, I CAN TELL YOU CAN GIVE YOU AN EXAMPLE.

WE HAVE A CUSTOMER, UM, WHO HAD, UM, HAD A HIGH BILL, UH, REACHED OUT.

I THINK IT CAME THROUGH THE EXECUTIVE OFFICE.

UM, SHE HAD, THEY HAD CHECKED THEIR, UM, POOL AND IRRIGATION SYSTEM SAID THAT BOTH OF THOSE CHECKED OUT, HAD SEEN THAT THERE WERE SOME METERS CHANGED DOWN THE ROAD.

SO THOUGHT THAT IT MUST HAVE SOMETHING TO DO WITH THAT.

HOWEVER, DID CALL A PLUMBER, UM, WE HAD CHECKED IT, I BELIEVE AND CONFIRMED THAT THERE WASN'T AN ISSUE ON OUR SIDE AND THE READING WAS CORRECT.

AND IT TURNED OUT IT WAS A TOILET SITUATION THAT ACTUALLY LED TO THAT.

SO SHE REPAIRED IT AND THEN SUBMITTED HER REPAIR AND UM, AND AN APPLICATION FOR A LEAK ADJUSTMENT.

UM, BUT THEN SHE ALSO REQUESTED A METER TEST BECAUSE SHE WANTED TO MAKE SURE HER, HER METER WAS ACCURATE.

SO THAT'S ANOTHER OPTION THAT THEY HAVE.

OKAY.

WELL, MY, MY, MY ISSUE OR QUESTION WAS I KNOW I'VE HAD THREE OR FOUR OR FIVE OF THESE IN THE LAST, I DON'T KNOW, TWO OR THREE OR FOUR WEEKS.

SO THEY CAN'T POSSIBLY BE ON YOUR LIST.

RIGHT? AND I GUESS THAT'S MAYBE 'CAUSE THEY

[01:55:01]

DIDN'T REQUEST A METER TEST.

YES, MA'AM.

OKAY.

THIS IS AN ACTUAL, IT'S JUST THE METER TESTING THAT RANDOM PEOPLE REQUIRE REQUESTED, RIGHT? IT'S SOMEONE THAT THEY PROBABLY HAVE A DIS DISPUTE DISPUTE CALL.

OKAY? THEY BELIEVE THAT IT'S THEIR METER.

THEY BELIEVE THE METER IS THE PROBLEM, RIGHT? WE'VE DONE EVERYTHING ON OUR SIDE.

AND SO THEY REQUEST A METER ACCURACY TEST.

THIS ISN'T THE FOLKS THAT HAVE DONE THE FIRST STEP OF A DISPUTE RESOLUTION AND HAD A TECHNICIAN GO TO THEIR, A CITY TECHNICIAN GO, THAT'S NOT WHAT THIS IS.

OKAY? YES MA'AM.

THIS IS ACTUALLY CODED AS A METER ACCURACY TEST IN OUR SYSTEM.

OKAY.

SO RESOLUTION, LAURA? YES SIR.

YES SIR.

I'M SORRY.

UH, WHY? UH, EVERY BANK LOAN I HAVE CREDIT CARD, UH, UTILITY LETS YOU PICK A DUE DATE.

WHY DOES THE CITY OF BEAUMONT NOT LET OUR CUSTOMERS? BECAUSE WE HAD 10 CYCLES AND EACH CYCLE HAS MULTIPLE ROUTES AND THEY'RE BASED ON LOCATION OF IN THE CITY.

AND SO YOU, YOU, YOU HAVE TO STAY WITHIN THAT.

THEY, WE HAVE TO RUN THOSE THROUGH CYCLES.

NOW SOMETIMES THERE MIGHT BE, UM, A DAY PLUS OR MINUS IN THAT IF WE HAVE, YOU KNOW, A TROPICAL STORM OR SOMETHING LIKE THAT, THEY CAN'T READ OR WE CAN'T PULL SOMETHING IN.

BUT THAT'S WHY IT'S BECAUSE OF THE 10 CYCLES AND HOW THAT HAS TO BE BILLED.

OKAY.

SO, UM, CUSTOMER SIDE LEAK RESOLUTION, THE CUSTOMER REPAIRS THE ISSUE AS I MENTIONED, AND THEY CAN RECEIVE, UM, A LEAK ADJUSTMENT AFTER PROOF OF REPAIR AND PAYMENT AND THEN A VERIFICATION AND WE VERIFY THAT THEIR CONSUMPTION RETURNS TO NORMAL.

UM, AND THEN THAT PRO, THAT WHOLE PROCESS CAN TAKE 90 DAYS.

THEY HAVE 60 DAYS FROM THEIR HIGH BILL TO MAKE THEIR REPAIR, SUBMIT THEIR APPLICATION.

UM, JUST TO NOTE, MANY TEXAS CITIES DO NOT ALLOW ADJUSTMENTS FOR MAINTAINABLE FIXTURES SUCH AS RUNNING TOILETS, DRIPPING FAUCETS, IRRIGATION SYSTEMS OR WATER HOSES AND THINGS LIKE THAT.

THOSE ARE THINGS THAT ARE CONSIDERED THAT THE RESIDENTS SHOULD KNOW ABOUT AND FIX.

WE HERE AT THE CITY, WE, UM, ALLOW AN ADJUSTMENT FOR ANY KIND OF LEAK THAT THEY CAN PROVE HAS BEEN CORRECTED.

UM, THE TIME LIMITS FOR ADJUSTMENT RANGE BETWEEN 20 AND 90 DAYS.

AND THAT'S, THAT'S IN THE OTHER CITIES THAT I LOOKED AT, UM, FROM A DATE OF A HIGH BILL.

AND AS I MENTIONED, WE HAVE A 60 DAY WINDOW THAT THAT NEEDS TO BE SUBMITTED ON THE CITY SIDE ISSUE.

IF THE CITY CORRECTS THE PROBLEM AND ADJUST THE BILL TO AVERAGE, NOR WE, I MEAN THEN WE ADJUST THE BILL TO AN AVERAGE, NORMAL CONSUMPTION AND THEY GET A CREDIT.

UM, IF WE CAN SHOW THAT, YOU KNOW, IT WAS ACTUALLY ON THE CITY SIDE.

UM, IS THIS THE POINT OF THE PRESENTATION WHERE WE SHOULD TALK ABOUT THAT POLICY GETTING CLOSE.

OH, OKAY.

SO NEXT UP IS DISPUTE TRACKING AND DISCONNECT POLICY.

I THINK THIS IS, UH, WHAT YOU'RE SPEAKING OF.

SO PAST PRACTICE, THERE HASN'T REALLY BEEN A FORMAL DISPUTE TRACKING SYSTEM.

THAT'S WHY I'M NOT ABLE TO TELL YOU EXACTLY HOW MANY NUMBERS OR PEOPLE CAME IN AND DISPUTED THEIR BILLS.

UM, OR, OR AN INVESTIGATION THAT TOOK LONGER THAN, YOU KNOW, 60 DAYS.

UM, THERE WERE, THE VOLUME OF THOSE DISPUTES WERE LOWER, UM, BUT THE PROCESS WAS VERY MANUAL.

SO UNRESOLVED ACCOUNTS RE THAT REQUIRED DOCUMENTATION.

SO WHAT THEY WOULD DO IS IS YOU KNOW, PRINT SOMETHING OUT, NOTE THAT IT WAS BEING DIS DISPUTE, DISPUTED, UM, AND THAT IT WASN'T TO BE DISCONNECTED.

UM, MISCOMMUNICATION OBVIOUSLY CAN OCCUR WHEN THAT ACCOUNT, UH, THE ACCOUNT STATUS WAS NOT CONSISTENTLY DOCUMENTED.

SO TO YOUR POINT, THERE WAS A, UM, A CUSTOMER WHO WAS, UM, TOLD THAT THEY WOULD NOT BE DURING THEIR INVESTIGATION OF THEIR DISPUTE, THAT THEIR ACCOUNT WAS NOT GONNA BE DISCONNECTED, THAT THEY WOULD NOT BE, THAT WAS A TELEPHONE CALL THAT TOOK PLACE.

UM, BUT IN THE BUSY DAY, THE FAILURE TO PRINT OUT A PIECE OF PAPER THAT THEN WENT TO THE NEXT STEP, UM, THAT PART DIDN'T HAPPEN BECAUSE IT'S A MANUAL PROCESS AND THEY DID ULTIMATELY GET DISCONNECTED BUT RECONNECTED 15 MINUTES LATER.

SO, UM, WHICH WE DO APOLOGIZE FOR THAT DISCONNECTION, BUT IT DID SHOW THAT MAYBE WE NEED A NEW PROCESS, UM, AND A BETTER WAY TO TRACK OUR DISPUTE SO THAT WE ARE, UM, MAYBE FRIENDLIER TO OUR CUSTOMERS.

SO THE NEW PROCESS IS THAT, UM, THE CURRENT PRACTICE WE HAVE NOW IDENTIFIED A CODE THAT CAN BE ATTACHED TO A CUSTOMER'S ACCOUNT, UM, BY A SUPERVISOR OR MANAGER WHEN AN ACCOUNT IS BEING INVESTIGATED, UM, FOR, UM, A DISPUTE, A SITUATION THAT'S GONNA TAKE A LITTLE BIT, RIGHT, THE CODE WILL

[02:00:01]

KEEP ACCOUNT FROM DISCONNECTION, WILL WILL KEEP THAT ACCOUNT FROM BEING DISCONNECTION IF IT'S NOT RESOLVED.

BUT, YOU KNOW, PAST 60 DAYS, ONE OF THE THINGS I DO WANNA POINT OUT IS, Y'ALL TALKED ABOUT IT EARLIER THAT YOU KNOW, THEY HAVE TO MAKE A PAYMENT, UM, THAT THE, THE CURRENT RULES ARE YOU HAVE A POLICY, YOU HAVE TO MAKE A PAYMENT, UM, EVEN IF YOUR PAYMENT IS HIGH.

YOU KNOW, I THINK THAT, UM, AND AND TO YOUR POINT ON YOUR CUSTOMER THAT HAD A $5,000 BILL PAID IT.

NOW THERE'S A CREDIT.

ONE OF THE THINGS THAT I THINK WE CAN TALK ABOUT, BUT I HAVE TO FIGURE OUT IF OUR SYSTEM CAN HANDLE IT, IS, YOU KNOW, ONE OF THE THINGS THAT CUSTOMERS DO IS THEY JUST DON'T PAY THEIR BILL.

YOU KNOW, I DON'T, I DON'T AGREE WITH THIS BILL, SO I'M JUST NOT GONNA PAY IT.

IT'S NOT UNREASONABLE.

WELL, HOWEVER, YOU DO KNOW THAT YOU ALWAYS ARE GONNA HAVE A WATER BILL AND WHEN THAT RESOLUTION IS DONE, YOU, YOU MIGHT END UP WITH THAT BIG CREDIT, UM, BUT AT THE END OF THE DAY, YOUR BILL'S NOT GONNA BE LET, IT'S NOT GONNA BE LESS THAN YOUR NORMAL BILL ULTIMATELY.

UM, SO I THINK WHAT MIGHT NEED TO HAPPEN IS A DISCUSSION ABOUT, YOU KNOW, THEY NEED TO PAY A NORMAL AMOUNT AND THEN LET THAT BE INVESTIGATED AND THEN BY THAT SEC, YOU KNOW, BEFORE THAT 60 DAYS OR WHATEVER, THEN THEY PAY THE DIFFERENCE.

IF IT'S PROVEN THAT ULTIMATELY THEY HAVE A RUNNY TOILET, UM, OR WHATEVER THE SITUATION WAS IN THAT CUSTOMER'S, YOU KNOW, CASE.

UM, SO I THINK THAT THAT IS SOMETHING THAT CAN BE TALKED ABOUT.

BUT I DO, I DO THINK THAT JUST NOT PAYING ANYTHING THAT THE CUSTOMER JUST, JUST NOT PAYING, I'M NOT GONNA PAY.

WELL THEY ALL 60 DAYS, THEY'RE GONNA END UP IN DISCONNECTION IF THEY HAVEN'T COMMUNICATED WITH US, UM, AND NOT PAID ANYTHING.

SO, UM, AT THE VERY LEAST, CUSTOMERS SHOULD PAY WHAT A NORMAL BILL WOULD LOOK LIKE BECAUSE THEIR INVESTIGATION IS NOT GONNA FIND THAT THEIR NORMAL BILL IS LESS.

IF WHAT WE'RE TRYING TO DO IS FIGURE OUT WHY IT'S HIGH.

RIGHT.

BUT OUR POLICY IS YOUR WATER WILL BE DISCONNECTED EVEN IF YOU PAID THE NORMAL BILL.

YEAH.

OH, YES SIR.

YES SIR.

YES SIR.

AND THAT'S, I'M SAYING, SO THERE'S REALLY NO INCENTIVE TO PAY.

NO, I'M SAYING THAT THIS IS SOMETHING BUT YOU WOULDN'T NORMALLY PAY IF YOUR WATER'S JUST GONNA GET DISCONNECTED.

I'M, I'M SAYING IN OUR NEW PROCESS, UM, THAT IS SOMETHING I AM EXPLORING TO SEE IF IT COULD BE THAT THEY MAKE THAT PAYMENT WHILE WE'RE INVESTIGATING.

OKAY.

YES.

AND THEN IF IT'S FOUND THAT, YOU KNOW, THE CITY IS FINE, RIGHT? WE'VE, WE DON'T HAVE AN ISSUE ON OUR SIDE.

WE'VE DONE ALL THE THINGS THEY NEED TO GO DO ON THEIR SIDE.

WHY DO WE NEED TO EXPLORE? WHY CAN'T WE JUST SAY THAT THAT'S, I NEED TO FIGURE OUT THE CHANGE.

I NEED TO FIGURE OUT WHAT OUR SYSTEM, WHAT OUR, WHAT OUR SYSTEM CAN DO, WHAT OUR SOFTWARE CAN DO.

SO IT'S NOT MANUAL TO SEE IF THEY PAY.

WELL, WE, WE, WE KNOW WHAT YOUR PREVIOUS 12 MONTHS OF WATER USAGE WERE, OR EVEN YOUR PREVIOUS SIX MONTHS OF WATER USAGE WERE AND WHAT THE AVERAGE WOULD BE.

SO IF A PERSON IS IN AN ACTIVE DISPUTE, THEY'RE TALKING TO A, A WATER CUSTOMER SERVICE REPRESENTATIVE, THAT SHOULD BE AN EASY NUMBER.

THAT OUR SOFTWARE SYSTEM.

NO, IT'S NOT ABOUT CALCULATING THE NUMBER.

IT'S MORE ABOUT HOW TO KEEP THEM OUT OF HOW FOR THE SYSTEM TO RECOGNIZE THAT ANYTHING'S BEEN PAID AND NOT HAVE IN THE DISCONNECTION.

RIGHT.

AND THAT'S WHY WE NEED A FUNDAMENTAL CHANGE IN THE DISCONNECT POLICY TO EITHER EXTEND DISCONNECTS WHEN A BILL'S UNDER DISPUTE.

I'M NOT TALKING ABOUT JUST SOMEONE THAT IS 61 DAYS PAST DUE AND WE JUST HAVE TO DISCONNECT.

BUT WHEN SOMEONE IS ACTIVELY RAISED A BILLING DISPUTE, I THINK THAT THEY NEED, WE NEED AN ADDITIONAL 30 DAYS BECAUSE OF ALL THIS CONFUSION AND STUFF THAT'S GOING ON.

SO WHY, WHY NOT GIVE THEM AN ADDITIONAL 30 DAYS WHILE THEIR ACCOUNT IS BEING DISPUTED? I THINK WHAT SHE'S SAYING IS THEY NEED TO PAY THEIR BILL IN, IN THE, IN LIEU OF THE DISPUTE.

NOT NECESSARILY NOT GIVING THEM THE 30 DAYS, BUT THEY NEED TO PAY WHATEVER THEIR NORMAL BILL IS WHAT SHE'S SAYING.

RIGHT.

DO I HAVE TO WRITE THAT IS WHAT, THAT'S WHAT I'M SAYING AS PART OF A NEW PROCESS WHEN WE'RE TRYING TO BE, INSTEAD OF MORE CONSIDERATE, IS TO DO THAT ADDING, ADDING 30 DAYS TO THE DISCONNECTION POLICY.

IT YOU CAN'T, SO WE HAVE A DISCONNECTION POLICY THAT AFTER 61 DAYS YOU GET DISCONNECTED.

I GET IT.

BUT WE'RE TALKING ABOUT A DISPUTED BILL THAT YOU SAID YOU'RE NOT SURE IF OUR SOFTWARE ALLOWS US TO CODE IT FOR A PERSON TO MAKE AN ESTIMATED PAYMENT WHILE THEIR ACCOUNT IS BEING DISPUTED.

SO WHY DON'T WE JUST EXTEND THE DISCONNECT POLICY FOR AN ACCOUNT UNDER DISPUTE BY 30 DAYS TO GIVE SOME ADDITIONAL TIME TO RESOLVE THIS ISSUE.

IF SOMEONE GETS A HIGH BILL AND THEY CALL IN THE CITY'S CURRENT POLICY IS YOU PAY THAT HIGH BILL OR WE WILL DISCONNECT YOU IN 61 DAYS, WE WILL THEN INVESTIGATE THIS.

AND IN 90 DAYS, IF IT'S OUR MISTAKE, WE'LL CREDIT YOUR BILL BACK.

THAT, THAT IS THE POLICY THAT I'VE SEEN TIME AND TIME AND TIME AGAIN.

THAT IS WHAT NEEDS TO BE CHANGED.

AND I DON'T UNDERSTAND WHY THE

[02:05:01]

SOFTWARE WOULD PRESENT, PROHIBIT THAT POLICY FROM BEING CHANGED TO EXTENDED FROM 61 DAYS TO 91.

WELL, I THINK LAURA TALKED ABOUT HAVING A CODE, IN OTHER WORDS, IN DISPUTE.

AND I AND I THAT'S WHAT WE'RE TALKING ABOUT IS CAN, IT IS IS REFINING THE DISPUTE BASICALLY, IF YOU'RE IN A DISPUTE STATUS, THEN IT NEEDS TO BE KIND OF SET ASIDE.

'CAUSE WHAT'S BEEN HAPPENING IS THE DISPUTE AND THE DISCONNECT HAVE NOT BEEN TALKING TOGETHER.

AND AGAIN, IT'S AN, IT'S AN ANTIQUATE SYSTEM.

AND SO THAT'S WHAT WE'RE TALKING ABOUT IS HAVING, BASICALLY, IF YOU'RE FLAGGED AS A, IN THE DISPUTE CATEGORY, THEN THERE'S NO DIS AND, AND I GET THAT, UH, A CODE IN THE SYSTEM AND THAT SOUNDS GREAT, BUT WHAT ABOUT THE PEOPLE THAT MAKE THE DECISION TO DISCONNECT YOUR, YOUR, YOUR WATER.

THERE HAS TO BE COMMUNICATION BETWEEN HU TWO HUMAN BEINGS.

THERE'S A PERSON THAT GOES OUT AND ACTUALLY DOES THE DISCONNECT AND THERE'S GOTTA BE SOMEONE IN WATER CUSTOMER SERVICE THAT SAYS, THIS ACCOUNT NEEDS TO BE DISCONNECTED.

WHY CAN ONE OF THOSE TWO PEOPLE NOT BE REQUIRED TO LOOK AT THE ACCOUNT? SEE IT'S IN DISPUTE STATUS AND SAY, WE CAN'T DISCONNECT THIS FOR 91 DAYS.

THAT'S WHAT WE'RE TALKING ABOUT.

THAT'S WHAT WE'RE TALKING ABOUT DOING.

MM-HMM .

IF WE CAN GET IT, IF WE PUT A CODE ON IT AND WE CAN SHOW THAT IT'S DISPUTED, THEN IT SHOULDN'T GO INTO, IT DOESN'T EVEN HAVE, IT DOESN'T HAVE ANYTHING TO DO WITH ADDING 30 MORE DAYS.

YOU SAID TO THE 90 DAYS, IT DOESN'T HAVE ANYTHING TO DO WITH THAT BECAUSE IT'S NOT GONNA BE DISCONNECTED BECAUSE IT WOULD HAVE A CODE THAT SAYS IT'S BEING DISPUTED.

BUT YOU SAID YOU'RE RESEARCHING TO SEE IF WE CAN DO A CODE.

I, NO, WE CAN DO A CODE.

I SAID I NEEDED TO SEE HOW THE SYSTEM WAS GONNA WORK IF WE ONLY PAID A NORMAL AMOUNT ON IT.

IF IT WAS GOING VERSUS THE, VERSUS WHAT, WHAT WOULD HAPPEN ON THAT IF IT, IF IT'S GONNA FLAG IT.

BUT IF THE CODE SHOWS IT AS DISPUTED AND THEN THEY WERE ABLE TO AT LEAST PAY THEIR NORMAL AMOUNT, THEY WON'T GO TO DISCONNECTION STATUS.

WE'RE BASICALLY, WE'RE PUTTING, SHE'S JUST TRYING, LIKE IF YOU DID A PARTIAL PAY, IS THERE A WAY TO KEEP IT? AND AGAIN, I KIND OF THINK MAYBE NOT, BUT AGAIN, WHAT WE'RE TALKING ABOUT HERE, WHAT LAURA'S PROPOSED IS WE, WE ARE PUTTING PEOPLE BACK IN THE, IN THE MIDDLE OF THE DISPUTE COLUMN AND THE DISCONNECT COLUMN.

AND SO WE'RE NOT JUST LEAVING IT UP TO THE COMPUTER TO SAY, GO CUT 'EM OFF BECAUSE THEY'VE HIT SOME DATE.

I I DON'T WANT THE COMPUTER A SECOND.

RIGHT.

AND THAT'S WHAT WE'RE TALKING ABOUT DOING IS PUTTING PEOPLE, MAKING SURE THAT THE PROCESS AND PEOPLE ARE IN BETWEEN THE DISPUTE AND MAKING SURE THAT GETS RESOLVED AS SOON AS POSSIBLE.

UM, BUT MAKING SURE THAT YOU DON'T GO JUMP FROM DISPUTE TO DISCONNECT WITHOUT SOME, WITHOUT, WITHOUT A BETTER PROCEDURE.

SO I WAS TOLD THAT, UH, PREVIOUS CITY MANAGER, KYLE HAYES, USED TO GET A LIST OF WATER DISCONNECTS LIKE ONCE A WEEK OR HOWEVER OFTEN THAT WAS.

WHY IS IT THAT SOMEONE IN FINANCE OR SOMEONE IN ONE OF THESE DEPARTMENTS DOESN'T GET A LIST OF DISCONNECTS? I MEAN, THERE'S ONLY 1400 A MONTH.

I, I THINK THAT'S RIGHT.

I MEAN, THE FACT THAT THE CITY MANAGER OF A CITY THIS SIZE HAS TO LOOK AT A DISCONNECT IS AN INDICATION OF THE ISSUE.

RIGHT.

AND SO YOU'RE RIGHT.

I THINK THAT'S WHAT WE'RE TALKING ABOUT IS, AND THAT'S WHAT LAURA'S BEEN WORKING ON, WE'VE BEEN WORKING ON WITH STAFF, IS FIGURING OUT, OKAY, WHAT IS THE SYSTEM AND HOW DO WE, KNOWING THAT WE'RE NOT GONNA GET THE ERP FOR QUITE SOME TIME, BUT HOW DO WE GET PEOPLE INTO THE PROCESS, MAKE SURE THE PROCESS IS FAIR AND FRIENDLY TO SAY, OKAY, THERE'S ALWAYS GONNA BE DISPUTES.

MAYBE IT'S ON THIS CUSTOMER SIDE, MAYBE IT'S ON THE CITY SIDE, BUT LET'S PUT 'EM IN THAT CATEGORY, CODE IT AND THEN WE'RE NOT GONNA CUT YOUR WATER OFF.

RIGHT? IF YOU'RE IN THE DISPUTE CATEGORY FOR LEGITIMATE REASON, AND I GUESS WHERE I'M GOING IS, IS A POLICY ISSUE CODE OR NO CODE? IT'S GREAT IF WE GET A CODE, BUT EVEN IF WE DON'T GET A CODE, I THINK IT'S FAIR TO ADD 30 MORE DAYS TO ACCOUNTS IN DISPUTE PRIOR TO A DISCONNECT.

AND I THINK YOU NEED TO ADD THAT THEY PAY THEIR REGULAR BILL WHILE THEY IN DISPUTE.

IF THEY GET 30 DAYS, YOU STILL NEED TO PAY YOUR BILL.

BUT IF WE'VE CONFIRMED, IF WE'VE CONFIRMED THAT IT'S ON THEIR SIDE, IT'S GONNA GO OUT OF DISPUTE CATEGORY AND BACK INTO DISCONNECT'S.

RIGHT.

WELL THAT'S WHY I SAY THEY NEED TO PAY THEIR BILL.

SO I AGREE WITH HIM.

I JUST WANT US TO ADD TO THAT, THAT WE, AND AGAIN, I SAID IT EARLIER FROM THE TIME WE SENT OUT THE BILL TO THE TIME YOU MIGHT GET DISCONNECTED IS TWO MONTHS.

SO THE SOONER WE GET THAT CALL TO SAY, HEY, I DON'T, THIS COULD BE ME, THIS COULD BE THE CITY, BUT WE NEED TO FIGURE IT OUT, GOES INTO THIS CODE BASICALLY DISPUTE CODE.

SO WE'RE NOT GONNA DISCONNECT YOU UNTIL ONE OR TWO PEOPLE SAY, YOU KNOW WHAT? THIS GOES DISCONNECT.

BUT I DON'T WANT, IF WE JUST ADD MORE TIME TO THE PROCESS, I JUST WANNA BE SURE THAT WE ADD LANGUAGE THAT SAYS THEY STILL NEED TO PAY THEIR BILL THOUGH.

BECAUSE ADDING TIME IS, THAT'S COOL.

BUT YOU, SHE MADE A GOOD POINT THAT I AGREE WITH.

PAY YOUR BILL, YOU STILL USED WATER OR WHATEVER THE OTHER SERVICES ARE WHILE YOU'RE IN THE DISPUTE.

BECAUSE IF YOUR BILL IS $200, IT'S GONNA BE $200 WHETHER YOU IN DISPUTE OR NOT, SO PAY IT YOU UNDER DISPUTE SO THEY WON'T CUT IT OFF.

BUT YOU STILL

[02:10:01]

NEED TO PAY YOUR BILL.

AND I'M NOT MRS. WHITE HAS SOMETHING I MIGHT BE ABLE TO HELP WITH SOME CONFUSION.

RIGHT.

OKAY.

SO THE SOFTWARE, WHICH IS WHAT I CAN TALK TO.

SO THE SOFTWARE PREVIOUSLY, ANYTHING THAT WAS OUTTA STATUS WHERE IT SHOULD BE DISCONNECTED BY THE RULES OF THE SYSTEM, IT WOULD PRINT A REPORT.

WHAT WE ARE DOING NOW WITH THE CODE, WHICH HAS RECENTLY CHANGED, NOTHING WITH THAT CODE ON THERE IS AT ALL ON THAT REPORT.

THE DISCONNECTION REPORT.

THE DISCONNECTION REPORT.

SO THEY ARE NO LONGER EVEN, NO ONE IS EVER GONNA, IS GOING TO SEE THEM ANYMORE.

AND THAT IS GREAT.

AND THE ONLY THING THAT I'M TRYING TO ADD AND THAT I WOULD LIKE FOR US TO VOTE ON TODAY IS THAT THAT REPORT THAT DOES COME OUT, THAT YOU'RE NOT JUST BEING DISCONNECTED WITHOUT SOMEONE PHYSICALLY LOOKING INTO YOUR ACCOUNT TO SEE THAT THE CITY MANAGER JUST SENT AN EMAIL SAYING, DO NOT DISCONNECT THIS WHILE WE'RE HAVING THIS DISCUSSION.

OR A COUNCILMAN SENT AN EMAIL TO MIKE HARRIS AND SAID, DO NOT DISCONNECT THIS.

WHAT I FEEL LIKE WE NEED IS BECAUSE WE'VE HAD NOT, THANK GOD, NOT MANY, BUT WE'VE HAD, SO WE'VE HAD THESE ACCIDENTAL DISCONNECTS IS WHAT I CALL THEM.

AND WE'RE, WE'RE NOT TALKING ABOUT HUGE NUMBERS.

I MEAN, DIDN'T WE JUST SAY IT'S ONLY 3% OR OF OUR ACCOUNTS ARE GETTING DISCONNECTED, RIGHT.

SO IT'S NOT LIKE WE'RE TALKING ABOUT HALF THE ACCOUNTS HAVE TO BE LOOKED AT.

SO OF THE 3%, THE ONES THAT ARE NOT IN DISPUTE AND ARE DELINQUENT, THAT'S A, THAT THAT'S ON THE CUSTOMER'S FAULT FOR NOT BRINGING A VALID REASON TO DELAY IT.

BUT FOR THE ONES THAT ARE, I JUST THINK IT, IT MAKES MORE SENSE FOR US TO HAVE A HUMAN BEING IN THE PROCESS THAT TAKES THE TIME TO LOOK AT THE ACCOUNT TO BE SURE THAT IT IS IN FACT BEING ACCURATELY DISCONNECTED.

AND THIS IS NOT JUST SOMETHING RECENT, THIS HAPPENED, UH, RIGHT, WHENEVER I GOT ON COUNCIL, IT WAS A, UH, A COUPLE, UM, UM, THAT, UH, THEY HAD TALKED TO THE, THE CUSTOMER SERVICE MANAGER AND WATER BILLING AND WAS TOLD YOUR ACCOUNT, THIS WAS OUR MISTAKE, YOUR ACCOUNT IS NOT GONNA BE DISCONNECTED AND IT WAS DISCONNECTED.

SO I JUST, I I WISH THAT THAT LIST COULD HAVE ANOTHER SET OF ITEMS. SO YOU, YOU'RE CORRECT.

AND THIS CODE SITUATION HAS ONLY COME UP WITHIN THE LAST COUPLE OF WEEKS.

SO EVERYTHING BEFORE IT YOU WERE, YOU WERE CORRECT THEN THERE WERE DISCONNECTS ON THOSE LISTS.

UM, THAT IS NO LONGER THE CASE.

THEY'RE NOT EVEN ON THE LIST AT ALL ANYMORE.

SO IF YOU'VE CALLED IN AND YOU HAVE BEEN YOUR, YOUR ACCOUNT HAS BEEN FLAGGED, THEN YOU DON'T MAKE THE LIST AT ALL.

RIGHT.

SO YOU'RE NOT SUBJECT TO DIS YOU'RE NOT GONNA BE SUBJECT TO THAT DISCONNECTION AT THAT TIME BECAUSE YOU'RE NOT ON THE LIST.

GREAT.

SO, AND THERE ARE EXTRA SET OF EYES.

SO THE LIST GETS, GETS GENERATED, TELL ME THE LIST, TELL ME WHERE IT GOES AND WHO SEES IT.

UM, THE LIST GETS GENERATED AND THE BILL BY THE BILLING SUPERVISOR AND THEN TYPICALLY IT WOULD THEN GO TO THE CUSTOMER SERVICE MANAGER WHO WOULD KNOW THAT THERE ARE ACCOUNTS THAT ARE IN A DISPUTE SITUATION.

UM, AND THEN THAT WOULD BE WHERE THAT REVIEW WOULD TAKE PLACE.

UM, THAT THE BILLING SUPERVISOR WILL TAKE THAT LIST THOUGH AND SHE'LL COMPARE IT TO MEMBER.

I TALKED ABOUT THE MANUAL PROCESS THAT THEY DID HAVE WITH THE PAPERS.

SO SHE WOULD COMPARE IT TO THAT TO TRY TO MAKE SURE THERE'S NO ONE ON THERE THAT, UM, IS IN THE DISPUTE DISPUTE STATUS.

BUT I DO HAVE TO POINT OUT THAT THIS IS SOMEWHAT OF A NEW PROCESS.

AND SO, UM, I THINK THE CODE SITUATION WILL RESOLVE THOSE.

I'M HOPING, UM, WHAT YOU CALL ACCIDENTAL DISCONNECTIONS, UM, I THINK IT WILL RESOLVE THAT.

BUT TO THE CITY MANAGER'S POINT, IF WE GO OUT AND WE HAVE CHECKED IT AND THE ME THE READING WAS THE SAME THAT CAME THROUGH AND THAT THEY GOT BILLED AND THERE'S NO LEAK IN THE BOX, THE REGISTER'S WORKING AND EVERYTHING, BUT THAT METERS STILL REGISTER IN WATER, THEN THE CUSTOMER DOES HAVE TO TAKE RESPONSIBILITY FOR THAT AND DO WHAT THEY NEED TO DO TO CHECK THEIR FAUCETS AND THEIR TOILETS AND THEIR WATER HOSES AND THEIR PROPERTY.

WELL, AT THAT POINT, IT'S NOT A DISPUTE NECESSARILY AT THAT POINT BECAUSE WE'VE SHOWN THAT WE'VE DONE ALL THE THINGS ON THE CITY SIDE, BUT NOW IT'S UP TO THAT CUSTOMER TO TAKE CARE OF IT.

AND BELIEVE IT OR NOT, THERE'S SOME THAT'LL JUST SAY, I'M JUST NOT GONNA FIX IT THEN, YOU KNOW, AND, AND WALK AWAY OR, BUT THERE'S, BUT THEY'RE GONNA GET BILLED AND THEY'RE NOT GONNA BE ABLE TO PAY THEY NORMAL BILL BECAUSE THEY HAVE A PROBLEM AND WATER IS GOING THROUGH THEIR METER.

THEY'RE CONSUMING WATER, BE IT IN THE GROUND OR JUST RUNNING THROUGH THEIR TOILET.

OKAY.

SO THEY HAVE TO BE, YOU KNOW, IT, IT HAS TO BE A PARTNERSHIP BETWEEN US AND OUR CUSTOMERS.

I, I AGREE.

UH, WHAT ABOUT, UH,

[02:15:01]

WHAT IS THE CURRENT POLICY THE CITY HAS IF SOMEONE, LIKE, LET'S SAY THEY HAVE A LEAKY TOILET AND THEY GET, NORMALLY THEY HAVE A 40, $50 A MONTH BILL AND THEY GET A BILL FOR THREE OR $400 MM-HMM .

UH, ISN'T THE CURRENT POLICY THAT ONCE A YEAR YOU GET AN ADJUSTMENT? OR IS, IS IT WE HAVE TWO ADJUSTMENTS IN A 12 MONTH PERIOD.

SO WE ALREADY GIVE TWO ADJUSTMENTS IN A 12 MONTH PERIOD THAT IF THE ISSUE IS ON YOUR SIDE, IT'S THE CUSTOMER'S FAULT.

THEY GET TO GO HIRE A PLUMBER TO FIX THE ISSUE, BRING THE PROOF TO THE CITY THAT A PLUMBER FIXED THE ISSUE AND WE ALLOW THAT TO HAPPEN TWICE.

AND A 12.

YES SIR.

PERIOD.

MM-HMM .

I GOT A QUESTION.

WAIT, PAUSE RIGHT THERE.

PUT A PIN IN IT.

WHAT, WHAT DOES THE ADJUSTMENT ALLOW THEM TO DO EXACTLY? SO LET'S SAY THEY GOT THE PLUMBER AND THEY GET AN ADJUSTMENT.

IS IT A CEILING ON THAT ADJUSTMENT? HOW DOES IT IT GOES BACK, IT LOOKS BACK AT YOUR NORMAL CONSUMPTION AND THEN IT WAITS FOR THE NEXT TIME YOUR READINGS COME IN AND SHOULD BE LOWER.

'CAUSE IT SHOULD, YOU KNOW, UM, YOUR CONSUMPTION SHOULD GO BACK TO NORMAL WHEN THE TOILET IS FIXED.

AND SO ONCE THE, THEY CAN VERIFY THAT THAT'S HAPPENED, THEN IT GOES BACK AND IT ADJUSTS, GIVES YOU AN ADJUSTMENT BACK TO WHAT YOUR NORMAL BILL WOULD BE.

OKAY.

AND SO NOW CAN WE TALK ABOUT THAT ISSUE THAT I, I'VE BEEN TRYING TO BRING UP SEVERAL TIMES AND WE SAYING TO DELAY IT, WHAT ARE WE GOING TO DO WHEN SOMEONE GETS A HUGE BILL AND THE ISSUE IS ON THE CITY SIDE AND WE ARE STILL TELLING THE CUSTOMERS TO PAY THE BILL OR WILL BE DISCONNECTED IN THE 61 DAYS? WELL, WE WON'T KNOW IT'S ON THE CITY SIDE BEFORE THEY'VE GOTTEN THAT BILL.

RIGHT.

AND I THINK THAT IS WHERE I WAS RECOMMENDING THAT THEY PAY THEIR NORMAL AMOUNT.

WE WOULD HAVE TIME TO THEN SEND THAT TECHNICIAN OUT, SEE IF IT'S SOMETHING IN THE METER.

WE WOULD GET THAT FIXED JUST AS SOON AS POSSIBLE.

UM, AND THEN IF, IF IT IS ON OUR SIDE, WE FIX IT AS SOON AS POSSIBLE AND THEN WATER UTILITIES WOULD INDICATE THAT TRULY IT WAS OUR SIDE AND WE NEED TO PROVIDE AN ADJUSTMENT.

OKAY.

AND IN THE MEANTIME IT'S ON A DISPUTE CATEGORY IN THE COMPUTER, SO IT'S NOT GONNA BE DISCONNECTED.

OKAY.

AND SO THAT, THAT, THAT'S AN IMPROVEMENT THEN.

AND, AND I MEAN A PERFECT EXAMPLE OF THIS IS THE CHURCH, UH, THAT WE GOT THE EMAILS FROM A COUPLE OF WEEKS AGO WITH THE $8,000 BILL.

WE'RE BASICALLY THEY'RE BEING TOLD, UH, WE UNDERSTAND YOU'RE ON EASTEX.

I THINK SO, YES.

SO THAT'S A DIFFERENT SITUATION.

SO MR. HARRIS, UH, WENT AND VISITED WITH THAT PASTOR AND WHAT HAD HAPPENED THERE, THEY ACTUALLY HAD A LEAK ON THEIR SIDE LIKE IN MARCH.

YES.

YES SIR.

THEY HAD HAD A LEAK.

THEY GOT THEIR LEAK FIXED.

THEY SUBMITTED FOR THEIR LEAK ADJUSTMENT.

UM, BUT THEN THEY HAD ANOTHER LARGE BILL.

AND SO IT TURNS OUT THAT WE HAD, UM, A CAPITAL, A WATER CAPITAL PROJECT GOING ON.

UM, I DON'T REMEMBER WHAT EXACTLY IT WAS WATERLINE REPLACEMENT.

A WATERLINE REPLACEMENT GOING ON.

I BELIEVE IT WAS ON TREADWAY IN THAT AREA.

ODOM.

OKAY.

AND, UM, IN DOING SO, THAT CONTRACTOR ACTUALLY BROKE THEIR PIPE, BUT THE CONTRACTOR DID, I GUESS THEY REALIZED IT MAYBE THE NEXT DAY.

AND SO THEN THEY FIXED IT.

WELL, WHEN THEY FIXED IT, THEY DID NOT ACTUALLY COMMUNICATE THAT TO THE CITY.

AND SO THEN THAT THERE WAS A LARGE BILL.

OKAY? SO, UM, MR. HARRIS MET WITH THE PASTOR, CHECKED ALL OF OUR RECORDS, THEN CONTACTED THE CONTRACTOR, GOT THAT ALL WORKED OUT IN THAT SITUATION, THEY'LL HAVE AN ADJUSTMENT BECAUSE THAT WASN'T THEIR WATER THEY USED.

GREAT.

AND WHAT I WANT THE CITY POLICY TO BE IS NOT PAY THIS GIANT BILL OR WE'RE GONNA DISCONNECT YOUR WATER IN 61 DAYS.

AND IF THESE PEOPLE DON'T REACH OUT TO SOMEONE ON COUNCIL OR GET SOMEONE WITHIN THE CITY ADMINISTRATION THAT IS ABLE TO DO THIS RESEARCH AND LOOK AT THAT, THEN THESE PEOPLE FEEL LIKE THEY HAVE NO CHOICE BUT TO PAY THOSE GIANT BILLS.

AND SOME OF THEM ARE ABLE TO PAY THEM, YOU KNOW, FINANCIALLY THEY ARE ABLE, BUT A LOT OF THESE PEOPLE ARE ON FIXED INCOMES ON SOCIAL SECURITY.

SOMETIMES IT'S A THREE OR $400 BILL THAT IS AGAIN, NOT A LEAK.

THAT'S THEIR PROBLEM.

AND THEY'RE HAVING TO GO BORROW THE MONEY FROM A FAMILY MEMBER OR FROM A BANK TO GO AND PAY THE WATER BILL 'CAUSE THEY FEAR THEIR WATER'S BEING TURNED OFF.

AND THAT'S WHERE I WOULD LIKE .

YES, YES.

BUT AT THE SAME, AND, AND, AND THIS IS A PERFECT EXAMPLE OF THIS WAS THE HOSPITALITY HOUSE NEXT TO BAPTIST HOSPITAL.

AND THIS PROBABLY HAPPENED WITHIN THE LAST SIX MONTHS.

IT WAS A LEAK THAT WAS CONFIRMED ON THE CITY SIDE.

THE CITY CAME OUT AND SAID THE LEAK IS ON OUR SIDE.

THEY GOT A BILL FOR $5,000.

THE CITY'S POSITION WAS PAY THE BILL.

AND IN 90 DAYS, ONCE WE GO BACK, WE'LL GO BACK AND ADJUST IT AND THEN WE'LL ISSUE YOU A CREDIT FOR $5,000.

AND THIS HOSPITALITY HOUSE REACHED OUT TO US AND WE SAID, WE, YOU KNOW, THEY DON'T HAVE $5,000 IN THEIR CHECKING ACCOUNT TO BE ABLE TO TO, TO PAY THAT BILL.

AND SO THAT'S WHERE I'M TRYING TO FIND A NEW POLICY THAT THE CITY HAS WHERE WE'RE NOT GOING

[02:20:01]

TO PUT PEOPLE IN THE POSITIONS TO PAY THOSE HUGE BILLS.

UH, AND FACE DISCONNECT.

FINAL BULLET POINT ON THE, ON LAURA LAURA'S SLIDE THERE IS CUSTOMERS SHOULD PAY NORMAL AMOUNT WHILE THE HIGHER BILL IS INVESTIGATED.

WE'LL PUT IT IN THE COMPUTER AGAIN, WE'RE GONNA HAVE EXTRA EYES ON IT, PEOPLE IN THE SYSTEM BETWEEN.

AND WHEN DOES THAT GO INTO EFFECT? WE'RE ON IT NOW.

WE'RE WORKING ON IT JUST MATTER OF GIVING INSTRUCTIONS TO STAFF.

GOTCHA.

I THINK THAT'S SOMETHING THE COUNCIL HAS TO VOTE ON.

THAT'S SOMETHING THAT NO, AND I ALSO DO NEED, NEED TO VISIT WITH, UM, OUR CITY ATTORNEY ABOUT IT JUST TO MAKE SURE THAT THAT IS TRULY POLICY AND NOT PART OF OUR ORDINANCE.

UM, AS FAR AS WHEN THEIR PAYMENT, BECAUSE I ACTUALLY BELIEVE THE WAY THE ORDINANCE READS IS THAT, UM, A REFUSAL BY ANY CUSTOMER TO PAY ANY BILL OWED TO THE CITY UPON DEMAND SHALL CONSTITUTE A A BREACH OF THE CONTRACT AND THEN MOVE ON WITH THAT.

SO, UM, SHE'LL HAVE TO TELL US IF, YOU KNOW, WHAT WE'RE PROPOSING IS SOMETHING THAT HAS TO COME THROUGH THE ORDINANCE OR NOT.

SO WE'RE NOT GONNA VOTE ON THAT TODAY.

SO COUNSEL HAS THE ABILITY TO, TO MODIFY THEIR ORDINANCE.

AND SO THAT'S, WE, WE'VE BEEN USING ORDINANCE AND POLICY AND PROCEDURE INTERCHANGEABLY.

AND I THINK THAT THAT KIND OF GETS A LITTLE CONFUSING.

SO COUNSEL CAN MANIPULATE THE ORDINANCE IN ITS ENTIRETY, HOWEVER YOU WANT TO.

BUT I WOULD CAUTION COUNSEL TO, TO KEEP IN MIND THAT WHEN YOU START IMPLEMENTING CHANGES IN YOUR ORDINANCE AS THINGS CHANGE TECHNOLOGY WISE OR EVEN UM, OPERATIONALLY, WE HAVE TO BRING IT BACK TO COUNCIL TO CHANGE IT.

SO THOSE CHANGES DON'T GET TO, UH, BE MADE.

UM, AS QUICKLY YOU ALSO HINDER THE ABILITY FOR STAFF TO MAKE DISCRETIONARY DECISIONS.

FOR EXAMPLE, THE, THE INCIDENT WITH THE CHURCH WHERE, UH, OUR DIRECTOR WAS ABLE TO GET WITH OUR, UM, CONTRACTOR AND SAY, HEY, YOU USE THIS WATER.

AND THEY'RE LIKE, YEP.

AND THEY WERE ABLE TO JUST KIND OF PAY FOR THAT AS OPPOSED TO CHARGING IT BACK TO CHURCH.

SO PUTTING, PUTTING TOO MUCH PROCEDURAL OR POLICY, UH, LANGUAGE IN YOUR ORDINANCE HURTS THE ABILITY FOR OPERATIONAL POSITION.

AND I'M NOT ADVOCATING AT ALL CHANGING THE ORDINANCE.

I JUST WANT CHANGE.

SO AS LONG AS YOUR POSITION, CHRIS, IS THAT WE'RE GOING TO IMPLEMENT EFFECTIVE IMMEDIATELY, CUSTOMERS SHOULD PAY NORMAL AMOUNT WHILE HIGHER BILL IS BEING INVESTIGATED TO KEEP ACCOUNT CURRENT.

IF THAT'S GONNA BE THE NEW POLICY, THEN THE COUNCIL DOESN'T NEED TO TO AMEND THE ORDINANCE.

BUT I WANT THAT TO BE THE POLICY AND I WANT THE PUBLIC TO KNOW WHEN WE LEAVE HERE TODAY, THAT POLICY HAS CHANGED.

YEAH.

THE POLICY IS GOING, GOING INTO EFFECT.

JUST TO COMMENT ON WHAT LAURA SAID, WE WILL HAVE, YOU KNOW, SO LET ME JUST READ 2020 2.0203, PAYMENT OF CHARGES AND, AND DEPOSITS.

THERE'S LANGUAGE IN THERE THAT THE CITY MANAGER MAY, AFTER PROPER NOTICE, DISCONNECT SER SERVICES FOR NON-PAYMENT.

IS THAT ENOUGH? THAT'S GONNA BE A DISCUSSION WITH THE CITY ATTORNEY.

SO WE MAY NEED TO ADD SOME LANGUAGE IN THERE BECAUSE TO THAT POINT, YOU KNOW, THIS IS A BIG A HUNDRED PAGE BOOK OF HOW WE HA HOW STAFF IS SUPPOSED TO HANDLE ALL THESE, YOU KNOW, CRAZY DIFFERENT SITUATIONS LIKE THE ONE ON EAST LUCAS WHERE OUR CONTRACTOR OR A CONTRACTOR CAUSED THE PROBLEM.

SO IT'S LIKE YOU, YOU DON'T WANNA TRY TO BAKE EVERY POTENTIALITY INTO AN ORDINANCE 'CAUSE IT WILL NEVER WORK.

AND SO YOU WANNA HAVE SOME DISCRETION KNOWING THAT WE DON'T WANNA BE ARBITRARY IN OUR DEALINGS, WE WANNA BE CONSISTENT IN OUR TRAINING, BUT WE'LL, WE'LL JUST HAVE TO CONFIRM THAT THIS LANGUAGE IS IS ENOUGH.

BUT TO YOUR POINT, YES, WE'RE WE'RE GONNA DO EVERYTHING WE CAN TO IMPLEMENT THESE NEW PROCESS SO WE CAN HAVE THE CONVERSATION.

THE ORDINANCE RIGHT NOW AS IT'S WORDED, GIVES THE CITY MANAGER DISCRETION TO IMPLEMENT A POLICY.

WHAT I'M TELLING YOU IS THAT IF YOU, IF WE MANIPULATE IT TOO MUCH, HE LOSES THAT AUTHORITY, WHICH THEN IMPACTS THE PROBLEM.

SO RIGHT NOW, THE, THE CITY MANAGER CAN LOOK AT IT AND SAY, THIS IS THE BILL IS IN DISPUTE, AND HE CAN MAKE ARRANGEMENT FOR THAT PERSON TO SAY, PAY THE NORMAL AMOUNT, PAY THE NORMAL AMOUNT, AND THEN ONCE THE DISPUTE IS RESOLVED, DO IT.

BUT THE, WHAT THAT MEANS IS THE ACCOUNT HAS TO BE IN DISPUTE.

SO THAT STILL REQUIRES ACTIONS ON THE PART OF THE PARTY.

SO NOT JUST, YOU CALLED AND SAID, OUR COUNCILPERSON CALLED AND SAID, HEY, THIS CITIZEN AT SUCH AND SUCH ADDRESS HAS A PROBLEM WITH THEIR BILL AND IMPLEMENTS DISPUTE STATUS.

THERE STILL HAS TO BE A PROCESS FOR WHICH DISPUTE IS LODGED AND FOLLOWED IN ORDER FOR THAT DISCRETIONARY, UM, PROVISION TO BE ACTIVATED AFFORDED TO THE MANAGER.

RIGHT.

WAS THERE COUNCILMAN HILLIARD? SO I, I'M, THANK YOU FOR Y'ALL BEING PROACTIVE, BUT I WOULD LIKE TO SEE A PROCESS WHERE WHEN SOMEONE HAS A $50 BILL AND THEY GET A $5,000 BILL THAT THE CITY GOES, THERE'S A PROBLEM BEFORE PUTTING IT ON THE CUSTOMER.

WILL THE NEW SOFTWARE BE ABLE TO DO THAT? BECAUSE I MEAN, YOU KNOW, A LOT OF CUSTOMERS JUST SAY, WELL, I GUESS I NEED TO PAY IT.

BUT, YOU KNOW, WHY CAN'T THE CITY, WHY IS THERE NOT A, A CATCH? WELL, IS THERE SOMETHING WE CAN DO TO DO THAT? MAYBE TO ANSWER YOUR QUESTION, YOU KNOW, THERE IS THAT EXCEPTION REPORT, BUT WHEN THAT COMES OUT, THERE'S NO WAY FOR US TO KNOW NECESSARILY THAT BECAUSE THEY ARE RESPONSIBLE FOR THAT.

IF UNTIL WE PROVE THAT IT'S WHOSE SIDE IT'S ON, YOU KNOW, BUT EVEN A WORK ORDER BEING GENERATED,

[02:25:01]

LIKE, YOU KNOW, IF IT'S 10 OR 20 OR 50% HIGHER A A WORK ORDER BEING GENERATED THROUGH THE NEW SYSTEM, HOPEFULLY, WELL, AND IN THAT CASE, THEY CAN GO WHEN THEY GO OUT.

AND THAT'S KIND OF PARTIALLY WHAT WE WERE TALKING ABOUT WITH THE, YOU KNOW, LET'S JUST MAKE ONE STOP WOULD BE, IN THAT CASE, MORE THAN LIKELY THERE'S GONNA BE A TECHNICIAN OR A METER READER'S GONNA GO OUT BECAUSE CONSUMPTION LOOKS HIGH.

SO THEY'RE GONNA DOUBLE CHECK THAT READING.

UM, THEY'RE GONNA TAKE THE INFORMATION DOWN ABOUT THE METER AND THE EARTH AND ALL THE THINGS.

AND I THINK AT THAT TIME THEY WOULD LOOK AND SEE DOES IT APPEAR THAT THERE'S A LEAK OR ANYTHING ON THE CITY SIDE? AND THEN IF THERE'S NOT, THEN VERY QUICKLY WE, WE SHOULD BE ABLE TO SAY, AND AND IN THAT CASE, THEY'RE PROBABLY GONNA GET THAT BILL.

RIGHT.

BUT THAT SHOULD THEN OPEN UP A CONVERSATION WITH THE CUSTOMER.

LET'S TALK ABOUT WHAT MIGHT BE GOING ON ON YOUR SIDE OF THE METER.

AND I THINK THAT'S WHAT I WAS ASKING YOU.

IS THERE JUST A FLOOR OR IS THERE A CEILING? BECAUSE MY QUESTION WAS IN THAT EXCEPTION, UH, WHAT'S THE WORDING? WHATEVER EXCEPTION REPORT.

EXCEPTION REPORT.

IF THERE'S ZERO USAGE, THEN YOU, YOU, YOU INITIATE SOMETHING, SOMETHING BECOMES ACTIVATED.

BUT IF IT GETS EXTREMELY HIGH, IS THERE A PARAMETER OR A CODE THAT WILL SAY, HEY, THIS IS JUMPED UP 2000% IN ONE MONTH, NOW I NEED IT TO BE ACTIVATED AGAIN, NOT JUST AT ZERO, BUT AT RIGHT.

A CERTAIN PERCENTAGE.

NOW IT'S ACTIVATED TO SAY THIS IS LIKE ASTRONOMICALLY HIGHER THAN IT'S NORMALLY BEEN.

RIGHT.

AGAIN THOUGH, IF THEY GO, YOU KNOW, THEY MAY GO OUT AND DOUBLE CHECK THAT READING AND MAKE SURE THAT THE READING IS WHAT CAME THROUGH THE SYSTEM AND ALL THAT SEEMS RIGHT.

AND SO IN THAT CASE, THEY'RE, YOU KNOW, THAT'S HOW THEY WOULD'VE CONFIRMED THAT CONSUMPTION.

RIGHT? UM, THEN IT'S THE QUESTION OF WHY IS IT SO HIGH? AND THEN THAT'S WHERE THE CUSTOMER HAS TO LOOK AS WELL.

BUT I, BUT I UNDERSTAND WHAT YOUR POINT IS.

YES, MA'AM.

AND I DON'T KNOW THE PARAMETERS THAT ARE SET IN PLACE ON THAT REPORT, BUT I THINK TO THAT END REAL QUICKLY, I THINK WE'LL TAKE A LOOK AT HARDER, LOOK AT THE EXCEPTION REPORT BECAUSE YES, IF THERE ARE ANY OUT OUTLIERS, LOW OR HIGH, THOSE ARE RED FLAGS.

I DON'T WANNA SIT HERE AND SAY, WELL THAT'S, WE'RE GONNA SEND SOMEBODY OUT BECAUSE, BUT, BUT YEAH.

AND AGAIN, YOU KNOW THE PRE-BILL PROCESS, RIGHT? THERE'S THE EXCEPTION IN THE PRE FREELOAD THEY GO OUT.

YEAH.

UM, BUT BECAUSE THEN WHEN WE CALL YOU, WE SAY, HEY, JANE DOE HAS A $5,000.

YOU CAN SAY, WELL, WE, A WORK ORDER WAS GENERATED, WE WENT OUT, THE METER WAS INSPECTED, THERE WERE NO LEAKS FOUND.

UH, WE REREAD THE METER, SO THEN DUE DILIGENCE IS DONE.

SO THEN WE CALL, YOU SAID THE CITY'S DONE THEIR PART.

WHAT WE NEED TO DO IS HAVE A CONVERSATION WITH THE HOMEOWNER AND SAY, WE BELIEVE THE LEAK IS ON YOUR SIDE, RATHER THAN US HAVING TO CALL YOU THEN MIKE HAVING TO SEND SOMEBODY AND THEN GIVING US A REPORT.

I, I WOULD JUST LOVE TO SEE SOMETHING JUST LIKE COUNCILMAN UH, SHERWOOD SAID THAT THAT GIVES US NOTE THAT YOU'RE NOTIFIED A WORK ORDER IS GENERATED, DUE DILIGENCE IS DONE.

AND THEN WHEN WE CALL, YOU'RE LIKE, NO, WE'VE ALREADY INSPECTED IT.

NOW WE NEED TO HAVE A, A, A TALK WITH A CONSUMER VERSUS OH, NOW WE GOTTA GO OUT THERE AND LOOK.

YES.

I MEAN, I THINK THAT WOULD, I WILL SAY MANY TIMES WHEN AN EMAIL WILL COME THROUGH THE EXECUTIVE OFFICE OR FROM ONE OF Y'ALL, UM, THERE'S A LOT OF TIMES THAT WE CAN ALREADY TELL YOU WHAT WE'VE DONE WITH THAT CUSTOMER.

YOU KNOW, AND, AND SOMETIMES IT, I THINK THAT'S JUST THEIR LAST RESORT MAYBE, OR THEY DON'T, THEY DON'T, UM, LIKE THE ANSWERS THAT THEY'RE, THEY'VE BEEN GETTING.

UM, BUT, YOU KNOW, A LOT OF TIMES WE CAN GIVE THAT INFORMATION, BUT SOMETIMES WE CAN'T.

SOMETIMES I THINK THEY JUST GO, YOU KNOW, GO STRAIGHT TO THAT LEVEL.

UM, WHICH IS WHERE I THINK WE LOSE OUT ON THAT CONVERSATION THAT THE CLERK CAN HAVE AND ASK ALL THE QUESTIONS.

YOU KNOW, HAVE YOU HAD THIS, HAVE YOU HAD THAT? JUST TO GET THEM TO THINK THAT, YOU KNOW, IT COULD BE THE CITY, BUT IT, IT COULD ALSO BE ME, YOU KNOW, BE MY, MY PROPERTY.

SO, UM, I'M SORRY.

UH, LET ME, UH, LET YOU IN ON ONE OTHER SCENARIO THAT I THINK THAT WE NEED TO ADDRESS.

UM, UH, SO THIS ONE'S GREAT BECAUSE IT ACTUALLY INVOLVED ME.

SO, UH, I HAVE A, UH, AN ADDITIONAL PROPERTY THAT I'VE RECEIVED A HIGH BILL ON, $500 FOR WATER.

UH, I WAS TOLD IT WAS LIKELY A LEAKY TOILET.

UH, I WENT TO THE PROPERTY AND I TURNED THE TOILETS OFF AT THE VALVE, OKAY.

GOT ANOTHER BILL FOR $500.

SO I SAID, HA, IT'S A CITY.

'CAUSE THE TOILETS AREN'T ON.

TURNED OUT IT WAS THE VALVE WHERE YOU TURN THE TOILET OFF HAD THE ISSUE .

SO THE TOILETS WERE STILL RUNNING EVEN THOUGH I TURNED THE VALVE OFF, RIGHT? THE CITY'S POSITION ON THAT WAS ABSOLUTELY NOTHING CAN BE DONE BECAUSE I CONTINUE TO LET THE TOILETS RUN AFTER THEY TOLD ME IT WAS THE TOILET.

EVEN THOUGH I THOUGHT IN MY MIND THE TOILET HAD BEEN TURNED OFF AND HAD BEEN FIXED.

AND I HAD THE CONVERSATION WITH MR. ELLIS AND IT WAS JUST BASICALLY, SORRY, WE, WE DON'T HAVE ANYTHING THAT WE CAN DO THERE, THERE ARE SOME CUSTOMERS THAT AREN'T GOING TO GO TO ALL THE TROUBLE TO GET THE PLUMBER TO COME AND FIX IT.

MAYBE THEY'RE GONNA FIX IT THEMSELVES.

THEY'RE

[02:30:01]

NOT GONNA KEEP TRACK OF ALL THE RECEIPTS AND WANNA BRING 'EM DOWN HERE AND PROVIDE ALL THE DOCUMENTATION.

SO WHERE I'M GOING WITH THIS POLICY CHANGES, THIS IS GOING TO HELP OUR CUSTOMER SERVICE REPRESENTATIVES BECAUSE IT WILL GIVE THEM MORE DISCRETION AND MORE ABILITY TO HELP UNHAPPY CUSTOMERS.

WHERE I THINK A LOT OF THE, THE COMPLAINTS AND THE FRUSTRATION THAT CUSTOMERS HAVE WHEN THEY'RE CALLING INTO THE WATER DEPARTMENT IS OUR WATER REPRESENTATIVES ARE SOMEWHAT LIMITED IN WHAT THEY CAN DO TO TRY TO HELP CUSTOMERS.

SO I'M WONDERING IF WE CAN DO THIS, MAYBE, I KNOW RIGHT NOW WE DO TWO ADJUSTMENTS A YEAR, BUT CAN WE DO MAYBE ONE ADJUSTMENT EVERY 12 MONTHS THAT'S WITHIN THE DISCRETION OF THE WATER SUPERVISOR OR WHOEVER IN THE WATER DEPARTMENT THAT IF SOMEONE DOES HAVE A LEAK THAT THEY HAVE CORRECTED, UM, BUT THEY DON'T HAVE DOCUMENTATION FOR THEM CORRECTING IT, THAT WE CAN DO A ONE TIME ADJUSTMENT TO THEIR ACCOUNT TO SAY, YES, THOSE TWO MONTHS YOU HAD REALLY HIGH BILLS THAT WAS ABNORMAL FOR THE 12 MONTHS PREVIOUS TO THAT, YOU'VE NOW FIXED THAT.

WE'RE GONNA CORRECT THAT.

TO ME, THAT REALLY HELPS US WITH A LOT OF THESE CUSTOMER SERVICE THINGS THAT WE'RE STRUGGLING WITH.

AND THEN MY SECOND POINT ON THAT IS, UH, IS THERE ANYTHING WRONG WITH US GIVING LIKE A, UH, AN ACCOUNT CREDIT? LIKE A, MAYBE YOU'RE ONLY ENTITLED TO IT ONCE EVERY 24 MONTHS OR MAYBE, UH, ONCE EVERY 12 MONTHS WHERE SOMEONE CALLS IN AND THEY'VE GOT A COMPLAINT AND THE WATER CUSTOMER SERVICE REPRESENTATIVE WANTS TO HELP THEM, UH, AND SAY, I CAN DO A ONE TIME EVERY 12 MONTHS, UH, CUSTOMER APPRECIATION CREDIT OF SAY $20 OR SOMETHING.

SOMETIMES EVEN JUST A SMALL AMOUNT GOES A LONG WAY WITH PEOPLE TO SAY LIKE, YOU KNOW WHAT? I CALLED IN, I GOT TO EXPLAIN WHAT MY PROBLEM WAS AND I WAS ABLE TO GET AN ACCOUNT CREDIT.

I'M GONNA BE THE BAD PERSON.

YEAH.

I KNEW IT WAS GONNA, I I KNOW IT.

I I'M GONNA DO IT.

'CAUSE I I I WANT YOU TO HAVE THIS MOMENT, CHRIS IS SIGNING US.

SEND, YOU CAN'T BECAUSE IT WOULD BE CONSIDERED A GIFT OF PUBLIC FUNDS.

YES.

BUT WHAT, BUT WHAT WE HAVE BEEN DOING AND WHAT, UH, MS. CLARK AND I HAVE TALKED ABOUT IS THAT SOME OF THE POLICIES THAT ARE NOT NECESSARILY TIED TO THE ORDINANCE, IT'S JUST BEEN OUR PRACTICE IN TERMS OF NOT ALLOWING, UH, MULTIPLE PAYMENT PLANS AND NOT ALLOWING, UM, YOU KNOW, O OTHER, OTHER ADJUSTMENTS IS TO TO TRACK WHAT OTHER CITIES ARE DOING TO TRACK WHAT ENERGY OUR OTHER UTILITY COMPANIES ARE DOING TO SEE IF THAT CAN BE IM IMPLEMENTED HERE.

UH, FOR EXAMPLE, SO MOST OF THE TIME MOST PEOPLE JUST NEED A, AN EXTRA COUPLE DAYS TO PAY.

SO PAY EXTENSIONS OR CHANGING, YOU TALKED ABOUT CHANGING YOUR DATE, WHETHER OR NOT WE'RE ABLE TO DO THAT WITHOUT IMPACTING THEM.

SO SOMETIMES JUST IMPROVING CUSTOMER SERVICE AT THAT END.

WE CAN'T, UM, YOU KNOW, YOU, YOU, YOU, YOUR BILL IS DUE ON THE 15TH.

YOU GET PAID ON THE 21ST.

WE CAN EXTEND THAT SO THAT YOU STILL DON'T GET THE LATE FEE.

SEEING HOW OUR SOFTWARE OR WHAT WE CAN DO TO IMPACT CUSTOMERS THERE.

'CAUSE THAT'S SOMETHING THAT I THINK OTHER UTILITIES DO IN TERMS OF ALLOWING YOU TO, UM, CHANGE YOUR BA DATE IF YOU CALL WITHIN A CERTAIN PERIOD OF TIME.

SO WE HAVE TALKED ABOUT OTHER WAYS TO, UM, IMPROVE OUR CUSTOMER SERVICE THAT WOULD NOT NECESSARILY IMPACT THE ORDINANCE.

UM, THAT IS STILL WITHIN THE, THE MANAGER'S DISCRETION THAT OUR, UM, CUSTOMER SERVICE AGENTS CAN IMPLEMENT AT THE WINDOW.

UM, AND I THINK THAT WE, WE'VE LOOKED AT SEVERAL OTHER CITIES AND WE'RE ALSO TRACKING LIKE WHAT I SAID, WHAT OTHER UTILITY, UH, COMPANIES ARE DOING TO SEE IF WE CAN IMPLEMENT THAT HERE.

EITHER IF OUR, IF OUR SOFTWARE WOULD, 'CAUSE WHAT WE DON'T WANNA DO IS IMPLEMENT TOO MUCH AND THEN IT NOT BE ABLE TO BE TRACKABLE OR MAINTAINABLE UNDER THE SOFTWARE.

RIGHT? SO WHAT CAN WE DO NOW THAT DOESN'T CREATE AN OVERWHELMING HARDSHIP TO CREATE OTHER ERRORS OR OPEN THE DOOR FOR HUMAN ERRORS, BUT STILL ALLOW FOR THE BEST CU CUSTOMER SERVICE POSSIBLE, RIGHT? YEAH.

AND, AND THAT'S WHAT I'M TRYING TO, I'M TRYING TO FIGURE OUT WAYS TO MAKE THEIR JOBS OVER IN WATER CUSTOMER SERVICE, UH, EASIER.

AND I THINK IF THEY HAD MORE, UH, DISCRE NOT, NOT REALLY DISCRETIONS, RIGHT? IF THEY HAD MORE PROGRAMS TO ALLOW PEOPLE TO FEEL LIKE THEY WERE ABLE TO GET AN ADJUSTMENT ON THEIR ACCOUNT WITH HAVING TO JUMP THROUGH 10 DIFFERENT HOOPS AND COME DOWN TO CITY HALL AND PROVIDE DOCUMENTATION IN PERSON, UH, JUST LIKE THE PER THE POOR PERSON IN THE WHEELCHAIR, YOU KNOW, AND THEM COMING DOWN TO CITY HALL TO PROVIDE THAT DOCUMENTATION WAS A MAJOR, UH, ORDEAL FOR THEM.

AND SO I FEEL LIKE IF OUR CUSTOMER SERVICE REPRESENTATIVES COULD DO THAT TYPE OF STUFF OVER THE PHONE AT LEAST ONCE A YEAR, THAT WOULD GO A LONG WAY.

WE CAN, YOU KNOW, WE CAN REVIEW ALL THE POLICIES AND PROCEDURES.

WE JUST STRIVE FOR CONSISTENCY AND FAIRNESS.

YES.

BUT I UNDERSTAND WHAT YOU'RE SAYING IS, IS I WOULD LOVE TO, YOU KNOW, US TO HAVE SOME COMMON SENSE IN THIS CASE.

MAYBE NOT EVERY CASE IS SPELLED OUT IN THIS BOOK.

I JUST, I DO CAUTION AND I'M ALWAYS HESITANT BECAUSE IT'S LIKE, AS LAURA MENTIONED, SOME CITIES DON'T ALLOW LEAK ADJUSTMENTS FOR TOILETS 'CAUSE THAT'S ON YOUR SIDE.

AND SO WHAT WE DO, WELL, SHAME ON THEM AND DON'T, YOU KNOW, AND MAYBE LIKE WE HAVE PAYMENT PLANS, WE HAVE ADJUSTMENTS WE DO HAVE, AND SO WE KIND OF HAVE A LOT OF THAT STUFF THAT, THAT IT, IT, IT GIVES 'EM THE ABILITY TO SAY, HEY, I KNOW YOU CAN'T PAY IT, BUT HERE LET'S SET THIS PAYMENT PLAN UP.

AND SO, BUT AGAIN, WE CAN LOOK AT THE WHOLE ALL THE PROCESSES AND SEE IF THERE'S SOMETHING.

I'M JUST, I'M JUST SAYING IF, IF I'M

[02:35:01]

ON COUNSEL AND I CAN'T GET MY OWN ACCOUNT ADJUSTED , YOU KNOW, I MEAN IMAGINE IMAGINE WHAT THE, YOU KNOW, OUR AVERAGE CUSTOMER OUT THERE GOES THROUGH, RIGHT? SO, SO WAS YOUR VALVE DIDN'T WORK RIGHT? POLICY, THAT'S FAIRNESS.

I KNOW, I KNOW, I KNOW, I KNOW FAIRNESS AND I HAD A PLUMBER COME FIX IT, BUT THEY DIDN'T GIMME A BILL 'CAUSE IT WAS TAYLOR NEAL'S, UH, UH, PLUMBING COMPANY.

BUT, BUT YOU KNOW, I JUST, I WISH PEOPLE COULD CALL IN ONCE A YEAR AND RAISE THE ISSUE WITH SAY, A LEAKY TOILET IF THEY FIX ON THEIR OWN WITHOUT HAVING TO COME DOWN HERE AND BRING DOCUMENTATION.

THAT'S WHERE I'M GOING.

SO WE'RE ALSO WORKING FOR IN, AND WE HAVE THE PREVIOUS, UH, CUSTOMER SERVICE MANAGER WAS TRYING TO ELIMINATE THE ABILITY FOR PEOPLE TO COME.

SO EVERYBODY HAS A SMARTPHONE IF YOU WANNA SCAN AND TAKE A PICTURE AND EMAIL IT, WE ARE, WE'RE WORKING TO TRY TO FIGURE THO FIGURE THOSE THINGS OUT.

BUT WE UNDERSTAND THAT SOME OF THE OLDER POPULATION THAT THAT'S A HAR A HARDSHIP FOR THEM.

BUT WE ARE LOOKING AT AVENUES TO MAKE IT MORE CUSTOMER FRIENDLY IN THE WAYS THAT WE CAN, THE PERSON IN THE WHEELCHAIR IS A PERFECT EXAMPLE OF WHY WE'VE GOT TO MAKE THIS MORE CUSTOMER FRIENDLY.

OKAY, NEXT UP IS OUR CONSIDERATIONS.

AND NEXT, NEXT STEPS.

HUH? .

I'M SORRY, I'M TRY, I'M TRYING TO, TO GIVE Y'ALL ALL YOUR INFORMATION AND ANSWER YOUR QUESTIONS AND OKAY.

I'LL MAKE IT QUICK.

SO, CONSIDERATION'S.

THE NEXT STEP.

SO, UH, OPTION ONE IS TO ALLOW STAFF TIME TO UPDATE PROCEDURES FOR TRACKING AND RESOLVING DISPUTES LIKE WE'VE BEEN DISCUSSING DISPUTE REVIEW, PROCESS DISPUTE, CRA UH, DISPUTE TRACKING NEW CODE IN THE SOFTWARE, ADDITIONAL REVIEW OF DISPUTED ACCOUNTS WITH THE CUTOFF LIST AND TWO SIGNATURES ON THE CUTOFF LIST.

THEN THERE WAS THE, ANOTHER OPTION THAT'S ACTUALLY ON THE AGENDA TODAY WAS, GO BACK TO THE OTHER SLIDE, PLEASE.

I'M SORRY.

OH, YES, SIR.

THANK YOU.

THANK YOU.

OKAY.

UM, SO THE NEXT ONE WAS, UM, WHAT'S, WHAT THE NEXT ITEM IS ABOUT ON THE AGENDA.

IT WAS A COUNCILMAN PROPOSED ORDINANCE CHANGE TO INCREASE THE PAYMENT TERMS FROM 30 DAYS TO 60 DAYS.

UM, AND I THINK THAT WOULD THEN YOU'D HAVE ANOTHER 30 DAYS BEFORE YOU HAD DISCONNECTION.

SO THEN ULTIMATELY IT WOULD BE 90 DAYS.

UM, I THINK THIS PROPOSAL HAS MANY UNINTENDED CONSEQUENCES.

A 60 DAY DUE DATE, FIRST OF ALL, IS NOT SUPPORTED BY THE CURRENT BILLING SOFTWARE.

SO, AND I'M NOT CERTAIN IT WOULD BE SUPPORTED BY, OR HOW IT WOULD BE HANDLED IN ANOTHER ONE BECAUSE IT'S NOT A TYPICAL DUE DATE OR PAYMENT TERM FOR A UTILITY.

UM, ALL CUSTOMERS, INCLUDING THOSE WHO NEVER HAVE A DISPUTE OR NON-PAY ISSUE, WILL GET 60 DAYS TO PAY.

SO THAT WOULD BE THAT, UH, 82% OF PEOPLE THAT ARE ALWAYS CURRENT.

AND THEN EVEN THAT 15% BECAUSE THEY ULTIMATELY DO PAY.

AND THEN THE FY 2027 WATER FUND COULD LOSE ONE MONTH OF REVENUE, WHICH WOULD BE APPROXIMATELY $5 MILLION WITH AN ADDITIONAL ONE MONTH OF IMPACT TO THE SOLID WASTE.

UM, THAT COULD BE AS MUCH AS A 917,000 BECAUSE YOU WOULD LOSE, UH, BASICALLY A MONTH OF GARBAGE.

UM, EXTENDING THE TIMELINE MAY COMPOUND BALANCES FOR CUSTOMERS ALREADY UNABLE TO PAY WITHIN THE CURRENT CYCLE.

AND THE UTILITIES AND UTILITIES JUST DO NOT HAVE LONG DATES.

AND, YOU KNOW, YOU DON'T HAVE 30 OR EVEN 60 FOR EVEN YOUR ENTERGY BILL.

UM, IF YOU LOOK AT THE TABLE I HAVE HERE, THIS IS A COMPARISON OF DUE DATES AMONG LOCAL CITIES AND WE ALREADY OFFER 30 DAYS TO PAY YOUR WATER BILLS.

SO THAT'S THE LONGEST PAYMENT TERMS IN THE AREA.

UH, PORT ARTHUR IS AT 16 DAYS, AT 15 PORT NAS AT 15.

ORANGE IS DUE UPON RECEIPT.

BRIDGE CITY'S 14 DAYS AND PINEHURST IS 10.

SO I MEAN, WE ALMOST DOUBLE, UH, MORE THAN DOUBLE MOST OF THE MUNICIPALITIES, UH, UTILITY BILLING DUE DATES.

UM, SO KEY TAKEAWAYS IN THE BILLING AND CUSTOMER SERVICE AREA IS JUST TO REMEMBER THAT WATER BILLING IS A PEOPLE BUSINESS, AND WITH THAT CAN COME, ERRORS CAN COME MISCOMMUNICATIONS.

UM, IT TAKES THE CUSTOMER AND THE CITY, EVERYONE WORKING TOGETHER IN PARTNERSHIP TO FIGURE OUT WHERE AN ISSUE LIES.

UM, THE WATER PERSONNEL, THEY WORK VERY HARD TO SERVE THE CITIZENS OF BEAUMONT, WHETHER IT'S THE CUSTOMER SERVICE PEOPLE ON THE FRONT LINES HELPING THE CUSTOMERS, UM, EVERY DAY HERE AT CITY HALL, OR WHETHER IT'S THE FIELD SERVICE FOLKS THAT ARE OUT READING THE METERS, REPAIRING THE METERS AND ALL THAT, THEY REALLY DO WORK HARD, UM, FOR THE CITIZEN OF BEAU, CITIZENS OF BEAUMONT.

UM, IT IS BEST IF CUSTOMERS WITH QUESTIONS OR CONCERNS START WITH WATER CUSTOMER SERVICE.

I THINK WE DISCUSSED THAT EARLIER.

AND MAYBE IN THOSE SITUATIONS IF SOMEBODY DOES CALL YOU DIRECT, MAYBE THE, THERE COULD BE THE QUESTION OF HAVE THEY, HAVE YOU CONTACTED CUSTOMER SERVICE BECAUSE RESOLUTION AT THE LOWEST LEVEL, MAYBE THE, YOU KNOW, THE BEST WAY TO GET THAT DONE SO THAT THEY CAN HAVE THE DISCUSSION, DO YOU HAVE A LEAK? WHAT MIGHT BE GOING ON AT YOUR HOUSE? LET US LOOK AT, DID WE JUST TRANSFER A BALANCE BECAUSE YOU DIDN'T PAY YOUR, YOUR DEBT IN THE PAST.

UM, RATHER THAN NOT PAY THEIR BILL, IF THEY HAVE CONCERNS, CUSTOMERS SHOULD PAY THEIR NORMAL AMOUNT AND THEN WORK WITH

[02:40:01]

CUSTOMER SERVICE.

AND THAT'S WHAT WE TALKED ABOUT EARLIER AND SEE EXACTLY WHAT WE NEED TO DO TO GET THAT ROLLED OUT.

CUSTOMERS MUST BE WILLING TO CONSIDER AN ISSUE ON THEIR SIDE.

SOMETIMES IT IS JUST THEY DO NOT BELIEVE THERE'S ANY WAY THEY COULD HAVE AN ISSUE.

AND I JUST WOULD LIKE TO SAY THAT I DON'T BELIEVE THE SYSTEM IS BROKEN.

I, I, I DO NOT THINK IT'S BROKEN.

THE LARGE MAJORITY OF THE CUSTOMERS DO NOT HAVE ISSUES WITH THEIR BILLS.

ON AVERAGE, 82% PAY THEIR BILLS ON TIME AND 15% PAY LATE.

BUT BEFORE DISCONNECTION, I THINK THAT, UM, THE CURRENT BILLS AND THEN ON THE 60 DAY PAYMENT TERMS THAT THAT IS GONNA BE ON YOUR NEXT ITEM.

THE CURRENT BILLING SYSTEM CANNOT HANDLE THAT 60 DAYS.

THIS IS ONE OF YOUR KEY TAKEAWAYS.

AND EXTENDING THAT PAYMENT TO 60 DAYS IS GONNA REDUCE REVENUE FOR FY 27 IN THE WATER FUND.

IT'S ALL A WASTE FUND.

IT'S GONNA INCREASE UNPAID BALANCES FOR CUSTOMERS STRUGGLING TO PAY.

SO IF THEY'VE ALREADY BEEN STRUGGLING TO PAY NOW, WE'RE GONNA ADD EVEN LONGER TERMS. IT'S JUST GONNA, UH, SNOWBALL FOR 'EM AND CHANGE CHANGING TERMS FOR ALL CUSTOMERS TO ADDRESS UNLIMITED.

THIS IS, THIS WOULD BE CHANGING TERMS FOR ALL CUSTOMERS TO ADDRESS A LIMITED SET OF CONCERNS.

UM, AND IT'S VERY UNCOMMON FOR A UTILITY TO HAVE 60 DAYS, MAYBE EVEN 30.

SO OUR RECOMMENDATION WOULD BE TO KEEP THE 30 DAYS IN THE CURRENT ORDINANCE, ALLOW STAFF TO COMPLETE PROCEDURES ALREADY UNDERWAY TO ADDRESS COUNCIL AND CUSTOMER CONCERNS THAT Y'ALL, THAT THEY'VE RAISED AND Y'ALL HAVE RAISED.

AND WITH THAT, IT WAS MY LAST SLIDE.

EXCELLENT.

WELL, IT, IT SOUNDS LIKE, AND UH, THIS IS BEFORE WE MOVE INTO ITEM NUMBER 11.

IT SOUNDS LIKE THROUGH POLICY WE MIGHT BE ABLE TO ADDRESS THIS WITHOUT TAKING ANY ACTION ON ORDINANCE TODAY.

IS THAT, IS THAT, IS THAT COUNCIL'S TAKEAWAY FROM THIS? AND MAY I JUST ONE QUESTION.

YES.

AND JUST FROM WHAT I UNDERSTAND IT FROM SPEAKING WITH COUNCIL MEMBER CRENSHAW, HIS BIGGEST CONCERN WAS IF IT'S ON OUR SIDE, THAT WE'D BE ABLE TO HAVE THAT LEEWAY TO WORK WITH THE CUSTOMER INSTEAD VERSUS MAKING THEM PAY THE FULL AMOUNT.

I THINK THAT BROUGHT POINT, THE WHOLE PURPOSE OF THIS CONVERSATION, WELL, I THINK THE TAKEAWAY WAS IF IT'S IN DISPUTE THAT NOTHING, THE ONLY THING THAT'S REQUIRED OF THE CUSTOMER IS TO THEIR NORMAL AVERAGE BILLING BILL.

SO THEY COULD CHOOSE TO PAY WHAT THEY PAID THE MONTH PRIOR MM-HMM .

AND WHILE WE INVESTIGATE IT, WHETHER IT'S ON OUR SIDE OR THEIR SIDE, UNTIL THE DISPUTE IS RESOLVED, THE ONLY THING THE CUSTOMER WOULD BE REQUIRED TO PAY WOULD BE THE AVERAGE BILL THAT THEY NORMALLY PAY, AS OPPOSED TO WHAT WE CURRENTLY DO IS FOR THEM TO PAY IT IN FULL.

SO I THINK THAT THAT, THAT THAT DOES IN OPTION ONE, ADDRESS SOME OF THAT CONCERN.

AND THEN THE SECOND THING IS THAT WHILE THE BILL IS IN DISPUTE, WHILE IT'S BEING INVESTIGATED, THAT THAT CUSTOMER ISN'T BEING DISCONNECTED, WHICH IS ALSO ADDRESSED BY THEM NO LONGER BEING INCLUDED IN THE DISCONNECTION LIST.

AND MY LAST THING IS, I KNOW WE TALKED ABOUT THAT OPTION, WHICH SOUNDS VALUABLE, BUT IT WAS MORE OF, I THINK IT WASN'T, THIS IS WHAT'S GOING TO TAKE PLACE.

NO.

SO AGAIN, UH, THAT ALL DEPENDS ON WHAT HAPPENS ON THE NEXT ITEM.

SO WE'VE ALREADY DETERMINED THAT THE CODE CAN BE ADDED TO THE ACCOUNT.

WE'VE ALREADY MADE THE ADJUSTMENTS FOR THE DISPUTE.

ONCE THAT CODE IS ADDED FOR THAT, THOSE CUSTOMERS TO BE PULLED OFF THE DISCONNECTION LIST.

UM, AND WE'VE ALREADY DETERMINED THAT A, A TWO, IF YOU GO BACK ONE SLIDE, TINA, UH, OR TWO SLIDES ON, ON, ON THE TAKEAWAYS.

UM, ONE MORE.

YEAH.

UM, ANOTHER ONE, OPTION ONE, YES.

THAT THE TWO SIGNATURES ARE THE CUTOFF LIST.

SO THIS IS, THESE ARE THINGS THAT COULD BE AN OPTION FOR COUNCIL, UM, THAT STAFF IS ALREADY DETERMINED THAT ARE VIABLE OPTIONS FOR COUNCIL, BUT IT'S DEPENDENT ON WHAT HAPPENS IN THE NEXT, UM, AGENDA ITEM 11, BECAUSE STAFF WOULD NEED TO READJUST AND WE COULD STILL DO THESE THINGS, BUT THE STAFF WOULD, WOULD OBVIOUSLY NEED TO READJUST SOME THINGS BECAUSE NOW WE'RE ADDING ADDITIONAL TIME FOR THE PAYMENT, WHICH MEANS THAT THOSE DISPUTES MAY TAKE LONGER TO RESOLVE OR, OR SOME OTHER THINGS, OTHER CONSEQUENCES RATHER, THAT NEED TO BE ADDRESSED.

BUT UNDER THIS OPTION, OPTION ONE, WHICH TAKES INTO ACCOUNT COUNCIL NOT TAKING ACTION OR NOT MOVING FORWARD WITH INCREASING THE TIMELINE, UM, FROM 30 TO 60 DAYS, THESE ARE THINGS THAT COULD BE PUT IN PLACE.

IT'S NOT A IF THEN WITH, WE'VE ALREADY DETERMINED THAT THERE'S A NEW CODE THAT CAN BE APPLIED TO THE SOFTWARE.

WE'VE ALREADY IDENTIFIED THAT THAT WOULD TAKE THEM OFF OF THE DISCONNECTION LIST.

AND THE OTHER THING THAT WAS BEING PROPOSED IS FOR US TO DETERMINE THAT THE CITY MANAGER'S AUTHORITY TO ALLOW THEM TO JUST PAY THEIR AVERAGE BILLING AMOUNT AND, AND FOR STAFF TO COME UP WITH, YOU KNOW, WITH IT AND WITH, UH, FINANCE WHAT THAT AVERAGE, HOW WE WOULD DETERMINE THAT AVERAGE BILL AMOUNT WOULD NOT BE IN DENIAL OF THE ORDINANCE.

UM, JUST TO KIND OF PUT IT IN CONTEXT, THE ORDINANCE IS SOMETHING THAT THE COUNCIL CONTROLS, WHICH I'M CHARGED WITH ENFORCING, AND THAT DOES GIVE AUTHORITY TO THE CITY MANAGER.

WE JUST WANNA MAKE SURE THAT THAT AUTHORITY THAT'S BEEN GRANTED TO HIM OF THE ORDINANCE DOESN'T COMPLY WITH THE SPIRIT OF WHAT THE, THE ORDINANCE

[02:45:01]

IS ENTITLED TO DO.

SO THAT, THAT'S THE BIG THING.

SO THE ONLY THING THAT I THINK THAT MS. CLARK SAID THAT SHE WAS UNSURE ABOUT IS SHE WANTED TO MAKE SURE THAT THE CITY MANAGER IMPLEMENTING THOSE POLICIES DIDN'T VIOLATE THE SPIRIT OF THE ORDINANCE.

CORRECT.

COUNCILMAN CRENSHAW.

RIGHT.

AND SO, UH, BUT, BUT I, I, I JUST HAVE TO, TO ADD THAT I FEEL QUITE A BIT OF DEJA VU RIGHT NOW.

AND THE REASON FOR THAT IS, A YEAR AGO I BROUGHT THE ISSUE OF THE ACCIDENTAL DISCONNECTS, UH, TO THE CITY ADMINISTRATION.

UH, THE CITY ATTORNEYS, UH, STAFF THEN DID AN AUDIT WHERE, UH, POLICY AND PROCEDURE RECOMMENDATIONS WERE MADE.

AND HERE WE ARE A YEAR LATER, AND I'M NOT TRYING TO BE THAT GUY, BUT I'M JUST GONNA SAY IT, WE'RE HAVING THE EXACT SAME PROBLEMS A YEAR LATER.

SO, UH, AND THE REASON WHY THIS IS ON THE AGENDA TODAY IS BECAUSE COUNCILMAN SHERWOOD AND I, AS WELL AS I'M SURE ALL OF US ARE RECEIVING A SIGNIFICANT NUMBER OF COMPLAINTS ABOUT WATER BILLS RIGHT NOW.

THIS ISN'T SOMETHING I JUST PULLED OUT OF THE THIN AIR BECAUSE I WAS LOOKING FOR SOMETHING TO GRIPE ABOUT.

THIS IS SOMETHING THAT IS VERY REAL THAT A LOT OF PEOPLE ARE DEALING WITH THAT ARE VERY UNHAPPY WITH.

AND, UH, AND IT, IN MY OPINION, THE ADMINISTRATION, THIS IS TO NO FAULT OF, UH, CHRIS BOONE OR TO LAURA CLARK, UH, WHO ARE FAIRLY NEW IN THEIR ROLES.

BUT THIS ISSUE HAS NOT, UH, DEVELOPED AS I HAD HOPED THAT IT WOULD WITH THE CITY ADMINISTRATION SINCE THIS WAS BROUGHT UP A YEAR AGO.

SO, UH, I'LL MAKE A MOTION TO TABLE ANY CHANGES TO THE ORDINANCE, BUT I DON'T WANT TO TABLE THESE FOR ANOTHER SIX MONTHS.

OKAY.

I'D LIKE TO COME BACK IN 30 DAYS, GIVE STAFF AN ADDITIONAL 30 DAYS TO COME UP WITH SOME OF THE CONSIDERATIONS AND IMPROVEMENTS TO POLICIES AND PROCEDURES THAT WE'VE TALKED ABOUT TODAY.

SOME OF THESE ARE VERY ENCOURAGING AND ADDRESS THE HEART OF THE ISSUE THAT I'M TRYING TO BRING, UH, FOR OUR, UH, CITIZENS.

AND, UH, BUT I DO WANT TO COME BACK AS QUICKLY AS 30 DAYS TO BE SURE THAT SOME OF THESE THINGS THAT WE WEREN'T SURE WE COULD DO TODAY HAVE IN FACT, IN FACT, UH, EITHER BEEN IMPLEMENTED OR WE HAVE A BETTER TIMEFRAME ABOUT WHEN THEY, WHEN WILL BE IMPLEMENTED.

SO I'LL, I'LL SPEAK TO THAT.

WHEN WE MADE THEIR, THE RECOMMENDATIONS AND ADJUSTMENTS, ONE OF THE THINGS THAT WE SAID IS LIKE, WE, WE WANTED TO GET A CUSTOMER SERVICE MANAGER IN THERE.

AND I THINK THAT THE HOPE WAS THAT SOME OF THESE ISSUES WOULD BE RESOLVED SINCE MS. CLARK HAS BEEN THERE.

AND WE WERE ABLE TO IDENTIFY THE SPECIFIC TARGETED AREAS AND WHERE THE GAPS WERE.

I THINK SHE'S DONE A VERY GOOD JOB OF BRINGING ALL THE PEOPLE INTO THE TABLE.

UH, IT'S A SOFTWARE ISSUE.

IT'S A WATER UTILITY ISSUE.

I THINK WE, AT ONE POINT, WE JUST LIKE LOOKING AT THE SYSTEM OVERALL, BUT WORKING BECAUSE THERE'S SO MANY DIFFERENT PARTS.

SO I DO THINK WE'LL AGREE THAT THERE WAS A GAP THAT WAS MISSED IN THE ORIGINAL.

THE AUDIT DID IDENTIFY THOSE GAPS, AND I THINK WE THOUGHT WE WERE TRACKING AND FIXING THOSE GAPS, BUT ONCE THIS CAME BACK THAT WE WERE STILL HAVING THE SAME PROBLEMS, WE WERE LIKE, IT'S NOT JUST SOFTWARE HUMAN ERROR.

THERE'S SOME THINGS THAT WE CAN CHANGE INTERNALLY.

AND I THINK THAT THAT'S WHAT WE POINTED OUT TODAY IS THERE ARE SOME THINGS THAT WE CAN DO INTERNALLY THAT WE PROPOSE TODAY TO DO THAT.

AND I, I, I TAKE RESPONSIBILITY FOR NOT, AND I'M NOT FUSSING ANYBODY IN PARTICULAR.

I'M JUST SAYING, WE'RE HERE TODAY BECAUSE THIS IS A REAL ISSUE AND WE'VE BEEN TRYING TO FIX IT.

MM-HMM .

I JUST WANNA SPEAK TO, UM, THE FACT THAT WE DID DO AN AUDIT A YEAR AGO.

WE DID BRING THIS UP.

AND, AND TO YOUR POINT, WE'VE HAD A PLETHORA OF THINGS THAT HAVE HAPPENED SINCE THEN, BUT I DO APPRECIATE THE FINDINGS OF THE AUDIT AND I APPRECIATE THE, UM, THE, THE MEASURE THAT IT TOOK TO GET US TO WHERE WE ARE TODAY AND IDENTIFYING THE ISSUE SO THAT WE CAN GET TO THE NEXT LEVEL, WHICH ULTIMATELY MATTERS.

AND MAKING SURE THAT OUR MESSAGING IS CLEAR.

BECAUSE ONE THING ABOUT IT, US ADDRESSING ISSUES, IT'S OUR JOB.

SO, UH, WE JUST WANNA MAKE SURE THAT WE'RE DOING OUR DEBT LEVEL BEST AND WE APPRECIATE THE AUDIT, WHAT THAT FOUND, AND NOW WE ARE ONTO THE NEXT THING.

AND WE GOTTA KEEP TRUGGING ALONG AT IT BECAUSE THAT'S JUST KIND OF THE NATURE OF THE BEAST.

AND THE MORE, TO BE FAIR, THE AUDIT INTENDED TO GIVE THOSE INDIVIDUALS IN CHARGE, LIKE SOME DIRECTION ON HOW TO MOVE FORWARD WITH THAT.

WHAT YOU SEE NOW IS THAT SOMEBODY'S TAKING CHARGE AND, AND ATTACKING THOSE ADDRESS AND ADDRESSING THOSE DIRECT ISSUES.

SO I THINK THAT NOW THAT WE HAVE THAT PLAN IN PLACE, HOPEFULLY IN THE NEXT 30 DAYS, COUNSEL WILL SEE THE CHANGES THAT ARE BEING IMPLEMENTED.

WELL, WITH THAT, I'LL CLOSE THE WORK SESSION AND, UH, IS THERE A SECOND FOR, UH, COUNCILMAN CR? YOU'LL HAVE TO READ THE ITEM.

UH, CAN YOU

[11.  Council to consider an amendment to Chapter 22, Section 22.02 of the City Code of Ordinances.]

READ ITEM NUMBER 11? DO YOU SPEED READ CHRIS? YES.

ITEM NUMBER, ITEM NUMBER 11 IS TO CONSIDER AN AMENDMENT TO CHAPTER 22, SECTION 22.02 OF THE CITY CODE OF ORDINANCES.

MOTION TABLE SECOND.

ALL RIGHT.

IT'S BEEN, UH, MOVED AND SECONDED TO TABLE THE MOTION UNTIL NOVEMBER 3RD MEETING.

IT'S FOR 30 DAYS COUNSEL.

SO NOVEMBER 3RD.

NOVEMBER 3RD IS PERFECT.

OKAY.

UH, ALL

[02:50:01]

THOSE IN FAVOR PLEASE SIGNIFY BY SAYING AYE.

AYE.

ANY OPPOSED? MOTION PASSES.

NOW WE'LL MOVE INTO

[COUNCIL COMMENTS]

COUNCIL MEMBER COMMENTS AND IT'S COUNCILMAN DRIA.

NO COMMENT.

WOW.

HOW ABOUT THEM? COWBOYS? ? YOU WERE THERE? YES, SIR.

.

COUNCILMAN HILLIARD.

YEAH, I JUST, I WANT TO EXTEND A A A BIG THANK YOU TO MOLLY AND TO DEMI AND TO KENNETH DURING THE STORM.

I KNOW THAT YOU GUYS WORKED YOUR BUTTS OFF AND YOUR PEOPLE DID TOO.

AND I, I, IT WAS NOTICED AND I'VE HAD PEOPLE IN THE COMMUNITY SAY, I KNOW THAT THERE WAS AN ISSUE WITH, BUT, BUT YOU GUYS DID A GREAT JOB.

AND I JUST WANT TO PUT THAT OUT THERE AND SAY THANK YOU.

UH, YOU KNOW, IT'S KIND OF A, HOPEFULLY WE DON'T HAVE ANY MORE.

THAT WOULD BE NICE.

BUT, UH, Y'ALL DID A GREAT JOB.

AND OTHER THAN THAT, UH, I'M EXCITED ABOUT THE, THE WORK THAT Y'ALL HAVE DONE, LAURA, ON THIS, UH, WATER.

'CAUSE IT'S IMPORTANT.

I MEAN, THAT'S OUR MONEY.

AND SO, UH, I THINK IT'S IMPORTANT.

I THINK IT'S IMPORTANT THAT WE'RE GONNA TAKE CARE OF THE PEOPLE THAT WHEN WE MAKE A MISTAKE, THAT WE'RE WILLING TO, TO STAND BY THAT AND GIVE THEM TIME.

SO, THANK Y'ALL.

THANK YOU.

COUNCILMAN.

WHO? COUNCILMAN WILLIAMS. COUNCILWOMAN SHERWOOD.

UM, IT'S BREAST CANCER AWARENESS.

UM, MY DAD PASSED WITH CANCER, SO THESE ISSUES ARE NEAR AND DEAR TO MY HEART.

OVARIAN CANCER.

LET'S MAKE SURE THAT WE RAISE AWARENESS.

DO OUR LEVEL BEST.

THIS WEEK IS MY SISTER'S ONE YEAR ANNIVERSARY OF HER PASSING.

AND I APPRECIATE ALL THE PEOPLE THAT HAVE PUT UP WITH ME FOR THE PAST YEAR AND ALL THE THINGS THAT I'M PRETTY SURE I'VE BEEN IN HANDFUL OF, NOT REALLY BEEN MYSELF, BUT I'M GRATEFUL TO ALL OF YOU.

THANK YOU.

I APPRECIATE IT.

AND YOU KNOW, WE'RE, WE'RE, WE'RE DOING THE WORK.

STAY WITH US.

WE'VE GOT THIS.

THANK YOU.

COUNCILWOMAN MAYOR PRO TIM? UH, YES.

THANK YOU, MR. MAYOR.

UH, FIRST OF ALL, BEFORE I FORGET, UH, COUNCILMAN DURIO, SAFE TRAVELS.

I HEAR YOU'RE HEADED, UH, OUT OF THE COUNTRY.

SO SAFE PLAN ON COMING BACK THOUGH.

YES.

YES.

, WE'RE GOING WITH, YOU TOLD ME Y'ALL WERE HEADED TO THAILAND.

SO HAVE A, HAVE A, HAVE A GREAT TRIP.

UM, UH, HALLOWEEN, UH, IS AT THE END OF THIS MONTH, UH, A SHOUT OUT TO ENERGY TEXAS FOR AGREEING TO, UH, HELP SUPPORT THE CALDER PLACE NEIGHBORHOOD WHO, UH, HAS BEEN PROVIDING, UH, A TRICK OR TREAT EVENT, UH, FOR, UH, KIDS IN BEAUMONT FOR QUITE A WHILE.

SINCE 2022, THE CITY HAS ASKED THE CALDER PLACE NEIGHBORHOOD ASSOCIATION TO PAY $2,000 FOR A PERMIT SO THAT KIDS CAN COME AND TRICK OR TREAT IN THEIR NEIGHBORHOOD.

AND THIS YEAR, THE CITY ASKED FOR 10,000, UH, AND, UH, WHICH I THINK IS CRAZY, UH, AND, UH, I APPRECIATE ENERGY STEPPING UP TO HELP, UH, UH, PROVIDE SOME ADDITIONAL FUNDING SO THAT THOSE KIDS CAN, UH, TRICK OR TREAT.

AND I ALSO APPRECIATE, UH, THE CITY MANAGER, UH, CHRIS BOONE FOR, UH, INDICATING THAT AT SOME POINT, COUNCIL HAS TO SIT DOWN AND REEVALUATE THIS POLICY WHEREBY WE CHARGE NEIGHBORHOODS PERMITTING FEES OF TENS OF THOUSANDS OF DOLLARS SO KIDS CAN TRICK OR TREAT.

UH, IT, IT, IT'S, IT'S DIFFICULT TO EVEN SAY THAT, UH, WITH A, WITH A STRAIGHT FACE AND NOT, NOT LAUGHING, BUT, UM, ANYWAY, UH, SO, UM, THAT'S ALL.

THANK YOU.

THANK YOU, MADAM CITY ATTORNEY.

NO COMMENT.

PUBLIC WORKS.

MS. CLARK, UH, SUPER QUICKLY, JUST WANNA THANK THE STEERING COMMITTEE, CITY STAFF, COMMUNITY MEMBERS, ABLE CITY FOR THEIR TIME, COMMITMENT AND DEDICATION THROUGH THE COMPREHENSIVE PLAN PROCESS.

UH, IT'S TAKEN ABOUT TWO YEARS AT THIS POINT, UM, TO THE FOOD DESERT OR SER DESERT SERVICE DESERTS.

UM, IN SUPPORTING THIS PLAN, WE ARE ABLE TO ADDRESS THAT AND THROUGH INCENTIVES, WHICH IS ALSO HIGHLIGHTED IN THE PLAN TO STRENGTHEN OUR NEIGHBORHOOD EMPOWERMENT ZONE POLICIES AND THINGS OF THAT NATURE.

UM, SO I REALLY WANT TO THANK THE COUNCIL FOR SUPPORTING THE PLAN SO THAT WE'RE IN, WE ARE ABLE TO MOVE FORWARD IN THOSE, UH, POLICY CHANGES.

THANK YOU.

YES, MR. CITY MANAGER, REAL QUICKLY, JUST TO ECHO WHAT, UH, DEMI SAID, UH, CONGRATULATIONS ON THE ADOPTION OF THE COMPREHENSIVE PLAN.

I KNOW IT'S BEEN A LONG TIME COMING.

UM, SO APPRECIATE DEMI'S DEPARTMENT, THE OTHER DEPARTMENTS PARTICIPATING ESPECIALLY COMMUNICATIONS WAS KEY IN GETTING THAT DONE.

SO, AND THEN, UM, GOOD JOB, LAURA, ON YOUR PRESENTATION TODAY.

THAT'S ALL.

ALL RIGHT.

AND, UH, THANK YOU TO THE CITY STAFF FOR ALL THE HARD WORK AND I NOTICED ONLY TWO PEOPLE WENT TO SLEEP TODAY.

DURING THE MEETING.

ONLY ONE OF 'EM WAS ON COUNCIL, SO WE DID PRETTY GOOD.

AND WITH THAT, THE MEETING IS ADJOURNED.