Finding 2022-003 Programs: All Material Weakness over Water and Wastewater Billing Function Repeat Finding: Yes Auditee?s Corrective Action Plan: The Department of Public Works (DPW) took several steps to assess, evaluate, and improve water and wastewater billing functions, including the fol...
Finding 2022-003 Programs: All Material Weakness over Water and Wastewater Billing Function Repeat Finding: Yes Auditee?s Corrective Action Plan: The Department of Public Works (DPW) took several steps to assess, evaluate, and improve water and wastewater billing functions, including the following: ? The Office of the Mayor led a review of unbilled properties that have no accounts established within the billing system. A minimal number of properties were found and, upon further investigation, the majority of those properties were improperly coded. ? Baltimore City and Baltimore County undertook a joint review of the entire water and wastewater utility, using a private consultant. This analysis provided a framework for how to improve the utility, including billing. Additionally, Baltimore City and Baltimore County have formed a strong partnership on utility-related issues, meeting every month. Both jurisdictions are tracking the findings of a joint Baltimore City and Baltimore County Office of Inspector General Report on billing-related issues. The City/County team continues to evaluate the issues identified in the OIG report with those identified by the consultant to find areas of overlap. ? There is an initiative to reform the DPW meter shop. This initiative involves a task force made up of DPW and Mayor?s Office staff who immersed themselves full-time in the meter shop. Thus far, vehicle issues, equipment issues, logistical issues, and some training issues have been assessed and resolved, leading to improved morale and more effective operations. ? In late November 2020, DPW optimized water billing cycles and schedules through a software program called Route Smart. City customers are billed monthly. Route Smart realigned the billing cycles so that customers were evenly divided into the 15 groups and were also located in the same geographic area of the City. This allows the meter technicians to stay in one region when addressing meter issues rather than wasting time traveling back and forth throughout the City. Since optimization, DPW averages 99% of bills being issued for each cycle on a regular basis. ? In July 2021, the Customer Support and Services Division (CSSD) implemented an Escalations and Adjustments committee to review all adjustments over $500. Any adjustment over $500 cannot be entered into UMAX without approval from this committee. Adjustments are audited weekly to ensure the integrity of the process. ? All CSSD and Meter Shop supervisors have completed training to write and document standard operating procedures (SOPs). SOPs will be revised for all Billing, Customer Service, and Meter Operations. DPW staff anticipate the SOPs will be completed and finalized by January 31, 2023. ? In July 2022, DPW launched an internal dashboard tracking a wide array of vital operational and performance metrics for CSSD and Meter Shop staff. Management is using the dashboard to benchmark and set KPIs for improving customer response times, work order completions, accurate billing, and revenue collections. ? Reorganization of CSSD and Meter Shop operations to include an Internal Process Improvement team (Quality Assurance) and a Data Team (Quality Control) for monthly billing and customer service response times. ? CSSD and the Meter Shop work collaboratively to ensure reads are entered and meters are fixed or replaced so that we can provide timely and accurate monthly billing ? In addition to the reactive training provided to CSSD staff from August 2021 to March 2022, CSSD has created a monthly training calendar to provide proactive and leadership development sessions since April 2022 to increase knowledge, skills, and abilities. Contact Person: Michael Moiseyev, Chief Financial Officer, Baltimore City Jason W. Mitchell, Director, Department of Publix Works Completion Date: Completed June 2022. Currently in support phase for ongoing improvements.