TUT (Troubled Utilities Topic) >> ". . . high-cost items, such as rehabilitating computer and information systems, could take a year." (Norfolk, VA)

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Feb. 23, 2000

Norfolk officials say utilities problems are on their agenda

BY TERRI WILLIAMS, The Virginian-Pilot - Copyright 2000, Landmark Communications Inc.

NORFOLK -- City officials said Tuesday they'll work to correct problems within the troubled Utilities Department following complaints from City Council members and citizens about mismanagement and high water rates.

A private consulting team -- Thompson, Cobb, Bazilio & Associates -- reviewed findings from a six-month performance audit of the department during a council work session Tuesday.

Although the audit found a variety of management and customer relations problems, it concluded that water rates were reasonable.

However, City Manager Regina V.K. Williams and Sterling B. Cheatham, an assistant manager acting as the city's interim utility director -- said they will work to rectify problems.

``It's a very valid report,'' Williams said. ``I don't spend a lot of time talking about how we got here, but instead on where we need to go.''

Williams said she'll work to correct immediate problems such as customer relations. However, high-cost items, such as rehabilitating computer and information systems, could take a year. Williams also said the city will study whether to change the existing consolidated utility bill, which some residents complainis an economic burden. She did not have a timetable for the study.

In 1996, the city consolidated its utilities billing with the Hampton Roads Sanitation District, placing into a single bill charges for water, wastewater treatment, refuse disposal, stormwater and sewer maintenance.

The city manager noted that she has hired a new utilities director, John T. Dunn, who attended Tuesday's work session. He'll start March 6.

Cheatham said the department will fill more key positions within the next few weeks, including a chief comptroller and several maintenance positions.

Vice Mayor Herbert M. Collins Sr. and Council member W. Randy Wright said they were angered by the report's findings.

Collins disputed that the water rates weren't high, and said the city couldn't support asking citizens to pay more until problems were addressed.

``How can this council ask the citizens for an increase in the rates when the department is the most mismanaged department over there?'' Collins said. ``It's almost criminal.''

The audit found a range of customer-service problems, including slow or inconsistent responses to questions and complaints; inconvenient service hours; a billing period that varies from month to month; and the lack of an outreach program to avoid service cutoffs.

Department employees have also complained of low morale caused by a lack of training and downsizing that has left several hundred vacancies.

http://www.pilotonline.com/news/nw0223wat.html

-- Dee (T1Colt556@aol.com), February 23, 2000


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