Metro Water Services

Accomplishments

Customer Service Center

Phone Center

  • Fiscal year 2007 call answer rate improved to 95% with an average hold time of 23 seconds.
  • Eliminated use of Language Line except in emergency situations by adding full-time Spanish speaking customer service representative (CSR), saving $12,000.
  • Addition of one CSR to Saturday schedule to assist in taking customer calls which reduced call abandoned rate.
  • Average time to answer incoming customer calls 18 seconds.

Billing and Collections

  • Began billing Nolensville directly.
  • Implemented new lockbox with First Tennessee Bank.
  • Implemented new banking services with First Tennessee Bank.
  • Installed virtual terminals in house to accept credit card payments mailed in with customer paying convenience fee for processing.
  • Consolidated the accounting/cash functions into one central location at Customer Service Center.

Field Activities

  • Automatic Meter Reading (AMR) residential meters in our system increased to 102,663.  Project is 64% complete.  Non-AMR residential meters in our system reduced to 56,739.
  • AMR commercial meters in our system 1 ½” thru 10” – 4,622 (92% complete).  Non-AMR commercial meters in our system 1 ½” thru 10” reduced to 410.
  • Commercial AMR meters in our system 5/8” thru 1” – 5,988 (49% complete).  Commercial non- AMR meters in our system 5/8 thru 1” reduced to 6,294.
  • Reduction in meter reading routes from 299 in December 06 to 259 in December 07.
  • Successfully rerouted 4 cycles using newest version software.
  • 100 % meters read monthly on schedule.

Information Services

  • Mobile Dispatch project continuing with Hansen interface designed and in testing & Mobile Workforce Management (MWM)  designed and in testing.
  • Expanded use of Outbound Calls to include Industrial Compliance.
  • Upgrade of Labworks Application & Database.
  • Upgrade of Nortel Passport 8600 Router.
  • Upgrade of all MsAccess Databases to MsAccess 2003 and relocation of databases to N:\.
  • Upgrade of PeopleSoft (Human Resource Maintenance System) &  Peoplesoft Oracle Database.
  • Upgrade of Pegasys Cardkey System.
  • Update of Hansen V7.7.
  • Assistance in selection of CCTV software (CUES GraniteXP).
  • Implementation of new SQL Server 2005 database server.
  • Replacement of NEEMO with ArcReader.
  • GIS – ArcGIS / SDE Upgrade.
  • IVR Hardware / Software Upgrades.
  • GPS Base Station purchased.
  • Began EOM project for BioSolids.
  • Began conversion of Patch Paving system.
  • Began Imaging project for Encroachment.
  • Finalized Mobile GIS Phase II Deployment.

Permits

  • Conducted 4th Annual Community Meeting for development community
  • Completed review of customer accounts for  sewer billing.
  • Initiated cost recovery billing for all meter inspections with expected revenue of $600,000 per year.
  • Developed or redefined policies, procedures utilizing feedback from the Trades Advisory Council.
  • Adjusted internal processes to accommodate changes in tap fees, capacity fees and removal of land credits for payment.
  • Began process of determining service elevations and pressure zones for all existing properties permitted.
  • Completed data entry of all existing transfer slips and implemented procedure for eliminating the individual transfer slip.
  • Worked with ITS on the testing of upgrades to KIVA.
  • Improved deposit process by verifying daily money collection with KIVA report prior to close of each business day.
  • Prepared and distributed 4 customer newsletters.
  • Participate in the cross departmental Use and Occupancy Committee and Design Review Committee.
  • Improved communication with plumber/builder concerning meter inspection results by utilizing faxes.
  • Developed and participate in the New Materials Committee  resulting in implementation of the Carson Meter Box.
  • Developed accessibility appeals process and related forms.

Human Resources

  • Developed 10-hour OSHA Training Program which has been qualified for ten Continuing Education Credits.
    • Taught eight Departmental OSHA Programs
    • Taught two OSHA Programs for other Metro Departments
  • Injury on Duty decreased by 2, comparing calendar 2006 to calendar 2007.
  • Six employees received their Grade IV license.
  • There were forty-two MMI graduates.
  • We have eighteen employees participating in the Employee Education Reimbursement Program (EERP) which is a record number.
    • One employee has received their Bachelor’s Degree
    • Two employees have received their Master’s Degree.

Administration Section

  • Corp of Engineers—Metro/MWS agreed to participate with the Corps of Engineers to fund $686,000 of construction to install a valve in the J. Percy Priest Reservoir to control water releases from the reservoir... The Corps will fund $514,500 of the project and MWS $171,500. The water quality in the Stones River below is projected to improve once the controlled water release is operational.
  • Coordinated Closure of Metro Center Railroad Spur--- The railroad opening in the Metro Center Levee was closed after working with the spur owners. The filling of the spur opening in the levee further improved the flood protect for the development. The increased flood protection lessens Metro’s exposures to future damage claims.
  • State Revolving Loans---Loans have been applied for on seven (7) projects to correct sewage overflows in MWS’ sewer collection system. Four (4) rehabilitation projects have received signed loan contracts and work on the projects is being initiated. The three (3) remaining loans are in TDEC’s internal reviews process. The remaining SRF loans are scheduled for Tennessee Local Development Authority approval in early 2008.
  • Tennessee Local Development Authority Loan--- Applications were received to fund the local share of the Biosolids, Odor and Optimization projects at the Central and Dry Creek Wastewater Treatment Plants. The loan were for $8,524,544 and $53,949,457 based on the estimates to construct the projects. The loan increases to fund the projects based on actual bids has been signed.
  • Grants from TEMA/FEMA--- Metro/ MWS has had two new grant applications approved to acquire and demolish a total of five homes in the floodway. The total value of these two projects is $1,031,870. There were two (2) grants closed during the year with TEMA and FEMA.  The home buyout program was audited and the audit was issued during 2007.
  • CSX contract payments--- The payment process with CSX Railroad was simplified to allow MWS to make one payment annually on twenty-nine (29) crossing contracts thus reducing the processing cost of several small payments into a larger payment.

Stormwater

Development Review Codes Office

Permit Sign-offs: 5575
Call / Visit: 4814
Follow-up Site Visits: 10

Development Review

Appeals Heard: 41
Plats Reviewed: 618
Plans Approved or No Permit Required: 455

Remedial Maintenance

  • 405 new service requests were created from customers calling in with drainage complaints
  • Staff engineers and investigator visited 141 addresses and created detailed reports of the drainage issues customers are having.
  • A total of 95 construction projects were completed. Thirteen of these were capital projects.
  • 192 class C complaints were closed. 51 of these were solved due to projects being done.
  • Construction began and is nearing completion for the 18th Avenue North Project. This project is significant because those who lived in the area have been experiencing severe flooding since some of the first homes were built there in the 1940’s. Now the residents will have to get accustomed to not having a lake surrounding their homes every time it rains.

Routine Maintenance

  • Number of new service requests opened: 1,093
  • Percentage of new service requests opened that Result in a job being completed: 49%
  • Total number of work orders completed: 1,842
  • Percentage of Maintenance that is preventive: 73%

Job Units Completed

  • Ditch Maintenance: 448
  • Wall & Headwalls: 187
  • Driveway Pipes: 981
  • Cross Drains: 148
  • Flooding: 0
  • Debris Removed: 1
  • Erosion: 0
  • Mud Removal: 147
  • Miscellaneous: 2,048
  • Inlet Maintenance: 23,213
  • Sinkhole: 3
  • Vehicle in Creek: 0

Total Job Units Completed:       27,176

Water Quality (NPDES)

Administration

  • Established a new stakeholders group called the "Stormwater Advisory Council", conducted monthly meetings and discussed numerous topics.
  • Established a system for the collection of fees for Plan Review and Grading Permits.  Re-established fees for the Storm Water Appeal Committee.  Began collection of the fees December 1, 2007. 
  • Established a new position within the Development Review Section to review single family residential and other smaller projects that require grading permits. 
  • Performed numerous activities, developed policy decisions, as we prepare to report to the Metro Council concerning the future business plan and funding for the Stormwater Division. 
  • Was involved with 4 community meetings concerning the future direction of the SW Division. 

Engineering

  • Completed installation of eight ADS FlowSharks at satellite billing sites.
  • Completed conversion of  twenty-six 3500 series flow monitors to wireless Guppies for use as temporary meters / rovers.
  • Completed sewer model conversion to EPA SWMM 5, MIKE URBAN.
  • Completed 260 sewer model runs.
  • Completed  37 water model runs.
  • Assisted Customer Service, Operations and System Services investigating distribution system irregularities.  45 investigations (pressure logging, fire hydrant flows and leak investigation).
  • Performed 3 Loss of Head Tests (Jackson Blvd, Harding Rd, Old Hickory Blvd.).
  • Performed 4 Hydraulic Grade Studies (West End area, Thompson Lane, Harding Place and Granny White pressure systems ).    
  • Planned and currently under design-  Cumberland-Roxborough 12” Water Main Project.
  • Planned and currently under design – New Wessex Towers WPS.
  • Planned new Oman Drive WPS.
  • Planned and design in progress - Seven Hills area / Harding Place WPS improvements.
  • Planned and design in progress - Rockwood Trunk Sewer.
  • Planned and design in progress -Upper Mill Creek Parallel Trunk Sewer.
  • Planned and design in progress - Shepardwood Pressure System Improvements.
  • Planned and designed - Stanford Pressure System Improvements.
  • Planned - Old Hickory Blvd. 16” Water Main.
  • Planned - Thompson Lane Pressure System 24” Transmission Main.
  • Designed approximately 12 ROW and Public Works infrastructure relocation projects.
  • Measured 57 Leak Survey  districts.
  • Checked 1,302 miles of water main for leakage.
  • Located 597 water main leaks.
  • Located 6” blow off discharging water to the CSO.
  • Planned and designed -Burton Avenue 6” Water Main (07-WG-133).
  • Planned and designed - Dorcas Court 4” Water Main (07-WG-132).
  • Planned and designed - Clifton Avenue Water Main (07-WG-130).
  • Planned and designed -Murfreesboro Road at McGavock 8” Water Main (06-WG-43).
  • Planned - Harding Place 12” Water Main (WIR).
  • Planned -Belle Meade 8”, 12” and 16” Water Main Replacement (WIR).
  • CWWTP – Completed primary tanks flights and chains.
  • CWWTP – Completed boilers and chillers, Project awarded.
  • Dry Creek WWTP  chains & flights - Under contract.
  • Administration Building cooling tower replacement -  Project underway.
  • KRH filter vents to the outside - In design.
  • Omohundro filter building walls, roof, & windows, Plans completed.
  • Omohundro / KRH tube settlers, in planning.
  • Omohundro basin improvements, in planning.
  • Omohundro intake screen improvements, in planning.
  • Currywood #1 Reservoir- Cleaned & inspected.
  • Forest Acres Reservoir - Demolition completed.
  • Donelson Reservoir rehabilitation, In Planning.
  • Virginia Avenue Reservoir rehabilitation, in planning.
  • 8th Avenue Reservoir - inclinometer # 19 – Installation completed.
  • Union Hill # 1& # 2 rehabilitation, in planning.
  • Harding Place, Interchange City, Love Circle, & Tyne Valley - Reservoir drain line modifications, in planning.
  • Southern Woods grinder pumps – Demolition completed.
  • Implementation of an application for documenting easement encroachment agreements, which will allow us to avoid performing a study when encroachments are discovered as a part of property sales. This will reduce our workload and improve our response time to our customers.
  • Digital archives of over 23,000 pages of historical photographs, documents, and other data.
  • Reviewed 136 requests for street and alley closures, easement encroachment and abandonment, and related actions for protection of MWS’s infrastructure.
  • Responded to over 1300 requests for customer assistance concerning water pressure, property restoration, and related issues.
  • Authored 62 Ordinances related to property acquisitions for 261 water, sewer, and storm water projects.
  • Acquired and processed 241 easements and property acquisitions for MWS infrastructure.
  • Processed documentation to add 43 new grinder pump installations to the MWS system.
  • Continued efforts to minimize odor and corrosion in the wastewater collection system by judicious application of chemical additions, resulting in minimal unresolved odor issues.
  • 2007 American Council of Engineering Companies Honor Award for Engineering Excellence granted for the Whites Creek Performance – Based I/I Reduction contract, performed by ARCADIS Engineers and Reynolds Construction Company.
  • Rehabilitation of over 18 miles of sewer lines and the associated sewer manholes to reduce collection system overflows under Overflow Abatement Program.
  • Significantly increased capacity for storage of sanitary sewer flow to reduce overflows with the construction of a 3 Million Gallon Equalization Basins at the Dodson Chapel Wastewater pumping Station. 10 Million Gallon Equalization Basins are under design for the West Park Wastewater Pumping Station and the Barker Road Overflow point under the Overflow Abatement Program. When completed, in – system storage capacity for sanitary sewers will increase from 5 MG to 25 MG.
  • Completed design and procured construction services for the Boscobel – Village Court CSO Improvements project, which will reduce CSO discharge frequency, duration, and volume from this Combined Sewer basin and eliminate a Separated Sewer System overflow point.
  • Completed design of several sewer system rehabilitation projects for construction in 2008, including the 28th Avenue Rehabilitation Phases 1 & 2, the Inglewood Rehabilitation Phase 4, and the Visco Drive -  Mill Creek Overflow Corrections.
  • Continued design for replacement of the Washington Dee Cee CSO Regulator, to reduce combined sewer overflow impacts to the Cumberland River, under the Overflow Abatement Program.
  • Completed construction of the Franklin Road, Dodson Chapel, Smith Springs Phase 6 Sewer Rehabilitation projects and the 2006 Manhole Rehabilitation project.
  • Negotiated a Consent Decree draft with the US EPA and the Department of Justice for Sanitary Sewer and Combined Sewer issues, extending the December 31, 2007 deadline for completion of Overflow Abatement Program projects. This will provide additional time to adequately study, design, and construct solutions to resolve remaining separated system overflows and bring our system into compliance with the Clean Water Act.
  • Identified a system blockage in the Combined Sewer System which, when corrected in December 2007 by System Services staff, restored combined sewer system capacity in the 1st Ave. North and Broadway basin.
  • Procured 2 water, sewer, and stormwater construction projects by bid or Request for Proposal, representing $1.8MM in construction value.
  • Closed out 25 water, sewer, and stormwater construction projects, representing $20.3MM in construction value.
  • Sent 90 written notices to customers to advise them of upcoming construction of 3 projects in their neighborhoods.
  • Performed 633 Capacity Studies - Average response - 9 days.
  • Reviewed and approved 162,529 lf of sanitary sewer for construction.
  • Review and approved 122,653 lf of water main for construction.
  • Reviewed 302 subdivision plats.
  • Reduced GIS project backlog reduced to 88. 
  • Added approximately 1,596 water and sewer projects GIS.
  • Completed inspection of 74 water and sewer lay and deed (developer) projects.
  • Completed inspection of 18 water and sewer projects.
  • Implemented a ranking process for developing the Capital Budget based on Asset Management principles to determine which programs/projects would be funded in FY08.
  • Reviewed, edited and presented over 118 PIFs in FY07 Capital Budget and 77 PIFS in FY08 Capital Budget (so far) for the Asset Management Committee.
  • Reviewed over 220 purchase requisitions amounting to over $13 million in the FY07 Capital Budget for approval recommendation to the Director.
  • Researched and identified the age of over 92 miles of existing water main and 128 miles of existing gravity sewer main.
  • Supported efforts to clean up data conflicts between Hansen and GIS, resulting in expiration of over 29,000 "Hansen Orphan" assets and re-assignment of approximately 400 work orders to the appropriate asset.
  • Continued to promote Asset Management by making over 15 presentations to various department groups and hosted Knoxville Utilities Board for an  Asset Management work session.

Operations

Water

  • Water Treated:  35.7 billion gallons
  • Analyses performed:  60,501
  • Compliance with Safe Drinking Water Act:  100%
  • Had one Treatment Plant Technician obtain Grade IV Water Treatment Certification
  • Updated standard operating procedures
  • Began reservoir inspections
  • Replaced SCADA system hardware and software
  • Focused on plant aesthetic improvements
  • Provided peak demand water to distribution system during unprecedented drought and high temperatures. Set pumpage record to distribution system.
Wastewater
  • Wastewater Treated:  47.3 billion gallons
  • Analyses Performed:  48,807
  • Compliance with Clean Water Act:  99.2%
  • Five Treatment Plant Technicians obtained Grade IV Wastewater Treatment certification. 
  • Dry Creek plant optimization study is complete and construction of the recommended improvements is 95% complete.  A similar study is underway at Whites Creek and is 60% complete.
  • Dry Creek biosolids project is 95% complete, with startup scheduled for January 2008.
  • Dry Creek wet weather and duty pumping station improvements complete.
  • Removed all radioactive components from wastewater treatment plants
  • Central biosolids project is 90% complete, with the transfer of sludge started for the digestion process.  This is the first phase of startup of the new biosolids facility at Central.
  • Central and Dry Creek odor control systems in operation and undergoing performance testing.
  • All facilities received the WEA Operational Excellence Award for 2006
  • Dry Creek and Whites Creek received the NACWA Silver Award.  Central received the NACWA Gold Award.
Laboratory
  • Retained State certification for all drinking water and wastewater parameters performed in-house.
  • Completed 100% of the wastewater proficiency samples.
  • All regulatory reports submitted on time
  • Completed laboratory inspections at all water/wastewater plants
  • Triennial lead/copper monitoring complete
  • Zero IODs
  • Record volume of grease hauled to Central WWTP in June of 2007:  231,943 gallons
  • Highest annual hauled waste revenues:  $265,760
Security
  • Installed new security contract
  • Completed installation of CCTV’s at critical sites
  • Established new MWS security group
  • Began development of master security plan
Route Services
  • 4 members of the predictive maintenance team received vibration certification from the Vibration Institute, 3 at Level 1 and 1 at Level 2.
  • Shepardwood WPS and West Meade Hills WPS upgrades complete.
  • Hurricane Creek SPS upgrades under construction.

System Services

  • Service Requests requiring investigation and evaluation for action – 11,306
    • Water – 8,878 (78%)
    • Sewer – 2,428 (22%)
  • Work Orders requiring physical work – 59,420
    • Water – 44,650 (75%)
      • Scheduled – 43,663 (98%)
      • Unscheduled – 691 (2%)
    • Sewer – 14,770 (25%)
      • Scheduled – 13,778 (93%)
      • Unscheduled – 992 (7%)
  • Regulatory
    • No OSHA/TOSHA violations
    • No Notices of Violation for water distribution
    • No Notices of Violation for sewer collection
    • Secured MWS Service Line Policy Legislation
    • Secured State approval of MWS Cross-connection Control Plan
    • Updated Sewer Overflow Response Plan (SORP)
    • Completed CMOM updates on schedule
    • Completed Results Matter Audit
    • Participated in Rate Study
    • Participated in completion of  Brentwood/MWS Order CAP/ER
    • Continue to meet or exceed water quality standards in distribution system
    • Marked all Tennessee One-call tickets within prescribed timeframe
  • Process Improvement
    • 12 TV operators and helpers were certified in NASSCO (PACP)         Pipeline Assessment and  Condition Certification Program -    standardizing codes for system evaluation, rehabilitation       assessment and asset management
  • Hansen database integrity improvements and standardization – more practical and applicable to current processes and asset evaluations.  To be further enhanced with Mobile Dispatch implementation
  • Mobile Dispatch System – implementation February 2008
  • Establishment of Locating Contract – implementation February 2008
  • FOG program support resulting in fewer grease-caused overflows
    • Directed cleaning and inspection of problematic locations
    • Established customer notification system (SORP) that advises customers of proper grease disposal
  • Continued integration of Hansen and GIS for scheduled preventive work generation and geographic system performance evaluation (rusty water, low pressure, breaks)

Other Activities:

  • Private Fire Hydrants
    • 3,500 Private Fire hydrants in data base to date
    • Metro Code mandated 6 month cycle is being maintained with addition of two FTEs earlier this year
    • Improvements with other utility districts within Davidson County to define public versus private in their service area
    • Cost recovery for activity is reported as $350,000
  • Established hydrant flow test service and billing system
    • 210 appointments to date – cost recovery activity
  • Drought 2007
    • Worked with Operations and Engineering to ensure water availability in system
    • Assisted Metro Fire Department in supplemental fire protection
  • Water Main Breaks
    • 477 total  (January 2007 through December 16, 2007)
      • 402 natural caused
      • 22 contractor caused
      • 53  non-emergency
  • Fleet Availability –  96% monthly average
  • Tennessee One-Call
    • 42,250 tickets processed
  • Staffing
    • Maintained 88% field personnel versus 12% office personnel ratio
  • Stores
    • Total Tickets – 19,272
    • Parts Issued – 156,071
    • Assets Value - $1,334,685.61

Questions which are not addressed through this web site, please email Sonia Harvat.