General Manager’s Report - WSSC Water...Products and Services Call Center Operations In December 2012, the Call Center answered 91% of the 46,637 calls received which is approximately

General Manager’s Report

January 16, 2013

Table of Contents

Products and Services Call Center Operations .........................................................................................................1 Interactive Voice Response System (IVRS) ........................................................................1 Summary of Total Delinquent Accounts Chart....................................................................2 Water Production Chart........................................................................................................3 Wastewater Treatment Chart................................................................................................3

Infrastructure Asset Management Consent Decree Construction Update ..................................................................................4 University of Maryland Center for Health & Homeland Security Functional Exercise ......4 Water & Wastewater Permit Compliance ............................................................................5 Sewer System Overflows Chart ...........................................................................................6 Basement Backups Chart .....................................................................................................6 Water Main Breaks / Leaks by Pipe Material & Size ..........................................................7 Water Main Breaks / Leaks Reported by Age .....................................................................7 Water Main Breaks and Leaks Chart ...................................................................................8 Water Main Reconstruction Charts......................................................................................9 Sewer Main Repair & Replacement Charts .......................................................................10 Sewer Lateral Lines Charts ................................................................................................11

Workforce Management Vacancies vs. Active Recruitments Chart ..........................................................................12 Employment Applications Processed Chart.......................................................................12 Recruitment- Cumulative Average Year-to-Date Time to Fill ..........................................13 November 2012 Time to Fill..............................................................................................13 Separations – FY 2013 Chart .............................................................................................14 Eligible Retirements – FY 2013.........................................................................................14 Eligible Retirements – Current and Future ........................................................................15

Small, Local, Minority Business Enterprise SLMBE Office Outreach ...................................................................................................16 SLMBE Dashboard ............................................................................................................18

Accomplishments and Community Outreach Patuxent Water Filtration Plant Receives Director’s Award .............................................20 WSSC Toys for Tots Drive ................................................................................................20 WSSC’s Engineering Academy .........................................................................................20 Community Outreach Events .............................................................................................20

Budget Report WSSC Annual Water Audit Summary for FY 2012..........................................................22 Budget Charts.....................................................................................................................23

i

Products and Services Call Center Operations In December 2012, the Call Center answered 91% of the 46,637 calls received which is approximately 8% better than December of the previous fiscal year. The call answer rate this month was affected slightly by a system upgrade; however, there were eight days in the month of December where the call answer rate was at least 98%.

Percent of Calls Answered

91%94%96%94%92%92%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

FY 2012 FY 2013 Target

Interactive Voice Response System (IVRS) In December 2012, the IVRS processed 8,238 payments, for a total of $1,725,930.14. The average number of monthly payments processed through the IVRS in Fiscal Year 2013 was 8,249.

FY 2013 IVRS Payments Received

5,16

8

4,6

23

5,36

7

4,58

7

5,09

0

5,64

7

3,0

03

3,56

6

2,69

8

3,02

2

3,19

0

3,0

33 6290

96

92

94 67

-500

1,0001,5002,0002,5003,0003,5004,0004,5005,0005,5006,0006,5007,0007,5008,0008,5009,0009,500

10,000


Credit Card Payments Received Check-by-Phone Payments ReceivedDebit Card Payments Received Payments Received in FY 2012

1

Products and Services Summary of Total Delinquent Accounts

Delinquent Accounts(Accounts are considered delinquent seventeen days beyond the due date)TOTAL AMOUNT DUE ‐ ACTIVE & SUSPENDED ACCOUNTS

(Montgomery and Prince George's Counties)

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

8,000,000

9,000,000

10,000,000

Residential $5,874,795.85 $5,384,775.68 $5,785,707.36 $6,080,738.58 $6,113,495.06 $6,669,778.79

Multi‐Family Units $433,718.10 $402,352.41 $333,673.26 $496,716.03 $398,298.37 $485,804.83

Government $189,628.82 $260,185.14 $273,844.61 $1,175,912.30 $670,307.17 $117,593.62

Commercial $1,012,097.40 $1,275,896.74 $1,418,223.17 $1,342,439.04 $1,248,684.83 $1,204,096.66

July August September October November December

2

Products and Services

Water Production

0

25

50

75

100

125

150

175

200

225

250

Mill

ion

Gal

lons

per

Day

FY 2012 Actual 201.8 182.9 168.1 161.1 155.1 153.3 153.6 151.2 151.1 162.3 167.6 181.2FY 2013 Actual 188.8 178.0 169.1 158.9 153.4 150.5 FY 2013 Budget 170.0 170.0 170.0 170.0 170.0 170.0 170.0 170.0 170.0 170.0 170.0 170.0

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun

Wastewater Treatment(Includes wastewater treated at Blue Plains Facility)

0

25

50

75

100

125

150

175

200

225

250

Mill

ion

Gal

lons

Per

Day

FY 2012 Actual 163.5 173.2 218.0 190.6 184.8 203.8 190.3 180.7 184.9 174.5 171.6 167.9FY 2013 Actual 162.7 161.1 160.5 178.3 177.1FY 2013 Budget 214.5 214.5 214.5 214.5 214.5 214.5 214.5 214.5 214.5 214.5 214.5 214.5


3

Infrastructure Asset Management

Consent Decree Construction Update The General Manager’s Report will now include a brief summary of the status of the Consent Decree program. The main portion of Consent Decree activity that remains to be accomplished by the December 7, 2015 deadline is the work necessary to complete Article Six which includes sewer basin repair, replacement, rehabilitation Plans (SR3) and schedules. To succeed, six IDIQ contracts for public right-of-way (roads) and four additional contracts for the associated lateral work have been awarded. Six contracts for work in Environmentally Sensitive Areas (ESAs) have also been awarded with eleven more to be advertised in the first half of 2013. With the exception of the Parkway basin, all priority-one rehabilitation is in the design or construction phase. Design work is completed for the majority of assets in public rights-of-way while designs for ESAs, as well as for service laterals, is on-going. As briefed last month, we expect the public right-of-way and lateral work to conclude well before the December 2015 deadline, leaving the ESA work as the primary focus of our attention. With the exception of the Parkway Basin, all SR3 plans have been submitted to the EPA/MDE and Parkway should be submitted in March. We expect to complete all designs for priority-one assets (including Parkway Basin) by December 2013. As briefed last month, we continue to deal with several challenges, namely, the availability of external resources and the acquisition of temporary rights-of-entry. Permitting continues to pose challenges that we must work through on a daily basis; however, based on verbal commitments we expect to see a significant improvement in the approval of Federal Joint Permits for the remaining basins. Another major Consent Decree project and one that was not briefed last month is the Broad Creek Augmentation Project. This project provides for construction of modifications to the Broad Creek Waste Water Pumping Station (WWPS), a new force main/gravity sewer/pressure sewer from the Broad Creek WWPS to the Piscataway Waste Water Treatment Plant (WWTP), and new storage and headwork improvements at the Piscataway WWTP. The design for this project has been substantially completed. The acquisition of permits and easements are ongoing. Ultimately, there will be four construction contracts associated with this project. The Piscataway WWTP Storage and Headworks Improvements contract should be advertised this month. Two other contracts (the Southern and Northern portions of a conveyance system) will require various state agency approvals, and the Broad Creek WWPS Architectural/ Electrical/ Mechanical Rehabilitation contract will require an access agreement with the National Park Service. University of Maryland Center for Health & Homeland Security Functional Exercise On December 17-19, 2012, the University of Maryland Center for Health & Homeland Security conducted a functional exercise that was intended to evaluate the emergency response capabilities of organizations throughout the National Capital Region for handling a severe winter storm. WSSC, Maryland Emergency Management Agency (MEMA), BGE, Pepco, Montgomery County, Prince George’s County, the National Guard, the National Weather Service, and the Maryland Institute for Emergency Medical Services Systems (MIEMSS) were among the organizations that participated in this exercise. An after action report by the exercise coordinators and a subsequent after action meeting for all participating organizations is planned.

4


Water and Wastewater Permit Compliance

In the month of December there were zero violations for both drinking water quality permits and wastewater effluent permits.

5


Sewer System Overflows

0

5

10

15

20

25

30# o

f SSO

s

FY 2013 Other 0 0 0 2 1 0FY 2013 Overflowing Manholes 6 9 10 10 18 5FY 2012 Actual 14 19 15 11 6 27 15 11 19 8 6 165-Year Avg By Month 14 11 10 12 10 16 16 14 19 12 16 12

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

Basement Backups

0

50

100

150

Num

ber o

f Bac

kups

FY 2013 Svc Line (Laterals) 31 32 27 50 87 50FY 2013 Mainline 21 12 20 33 20 19FY 2012 Actual 58 84 83 73 88 100 89 83 67 76 44 635-Year Avg By Month 56 62 66 65 78 88 83 77 82 82 77 71

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June

6


There were 302 breaks and leaks reported in the month of December. The data shows that 90% of the breaks and leaks resulted from pipes made of cast iron material and 92% of the pipes were under 12 inches in diameter.

30211

146 144

10

50

100

150

200

250

300

350

400

# of

Wat

er M

ain

Bre

aks

and

Leak

s

1

Water Main Breaks/Leaks by Pipe Age

Total Breaks/Leaks Under 25 Years 25-50 Years Over 50 Years Unknown

There were 302 breaks and leaks reported in the month of December. The data shows that 48% of the breaks and leaks reported, occurred in pipes 25-50 years old.

7


Water Main Breaks & LeaksBreaks and leaks for the reporting month are unconfirmed, pending field verification

050

100150200250300350400450

# of

Bre

aks

& L

eaks

FY 2012 Actual 59 84 97 160 187 227 301 84 55 41 46 61FY 2013 Actual 55 62 91 188 316 3025-Year Avg. by Month 58 63 83 180 265 403 394 127 58 46 42 55


8


Water Main Reconstruction Completed

0

1

2

3

4

5

6

7

8

# of M

iles

Contract Work 3.26 3.58 2.88 4.96 2.21 3.24In-House Work 0.75 1.08 0.95 0.77 0.79 0.75FY 2013 Goal - Monthly 5.0 5.0 5.5 5.0 4.0 2.5 0.5 0.5 2.5 5.0 5.0 5.5

Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun

Cumulative Water Main Reconstruction Completed

0

5

10

15

20

25

30

35

40

45

50

Cum

ulat

ive #

of M

iles

Miles Constructed 4.01 8.67 12.50 18.23 21.23 25.22FY 2013 Goal - Cumulative 5.0 10.0 15.5 20.5 24.5 27.0 27.5 28.0 30.5 35.5 40.5 46.0

Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun

9


Sewer Main Repair & Replacement Completed

0

2

4

6

8

10

# of

Mile

s

Grouting/Point Repairs 0.47 1.34 2.06 1.59 2.5 1.24Main Line Bursting 0.15 0.18 0.06 0.21 0.18 0.1Main Line Lining 0.81 3.21 4.06 2.69 4.85 1.64Main Line Replacement 0.18 0.35 0.4 0.34 0.29 0.16FY 2013 Goal - Monthly 4.42 4.42 4.42 4.42 4.42 4.42 4.42 4.42 4.42 4.42 4.42 4.42


Cumulative Sewer Repair & Replacement Completed

0

5

10

15

20

25

30

35

40

45

50

55

60

Cum

ulat

ive

# o

f Mile

s

Sewer Main - Cumulative 1.61 6.69 13.27 18.1 25.92 29.06FY 2013 Goal - Cumulative 4.42 8.84 13.26 17.68 22.10 26.52 30.94 35.36 39.78 44.20 48.62 53.04


10


Sewer Lateral Lines Completed

0

0.5

1

1.5

2

2.5

# of M

iles C

ompl

eted

Lateral Line Completed 0.5 0.95 0.47 1.14 0.85 1.05FY 2013 Goal - Monthly 0.583 0.583 0.583 0.583 0.583 0.583 0.583 0.583 0.583 0.583 0.583 0.583


Cumulative Lateral Lines Completed

0

1

2

3

4

5

6

7

8

Cum

ulat

ive #

of M

iles

Lateral Line Cumulative 0.5 1.45 1.92 3.06 3.91 4.96FY 2013 Goal - Cumulative 0.58 1.17 1.75 2.33 2.92 3.50 4.08 4.66 5.25 5.83 6.41 7.00


11

Workforce Management

Recruitment – Vacancies There were 146 total vacancies across the Commission as of November 2012. More than 50% of these positions are being actively recruited.

Vacancies vs. Active Recruitments(FY 2013 Total WSSC Authorized Positions = 1693)

51%

49%

40%

46%

49%

51%

60%

54%

62%

38%

0%10%20%30%40%50%60%70%80%90%

100%

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunVacancies Not Recruited Vacancies Recruited


T#

otal Vacancies 208 174 173 145 146 Vacancies Recruited 78 85 89 87 79Vacancies Not Recruited 130 89 84 58 67

% Vacancies Recruited 38% 49% 51% 60% 54%% Vacancies Not Recruited 63% 51% 49% 40% 46%FY 13 Authorized Positions 1693 1693 1693 1693 1693 1693 1693 1693 1693 1693 1693 1693

#

Recruitment – Employment Applications We have seen a slight decline in the number of applications we’ve received and processed. We typically receive fewer applications in the summer months and through the end of November and early January.

Employment Applications Processed - FY 2013

1812

1432

1056

1088

967

0

500

1000

1500

2000

2500


Applications Processed

12


Recruitment – Average Time to Fill Vacancies Our time-to-fill cycle includes begins at the time the job is posted through the date the candidate accepts the offer. Our cumulative average time-to-fill has increased in comparison to last fiscal year. The FY 2013 year-to-date cumulative average time-to-fill was 72 days.

Recruitment - Cumulative Average Year- to-Date Time to Fill(Target = 45 days)

13 12 11 14 12

0

10

20

30

40

50

60

70

80

90


Ave

rage

Day

s to

Fill

Cumulative Avg Time to Fill: FY13 Avg Time to Fill: FY12Target Positions Filled Current Month

Recruitment – Average Time to Fill Vacancies There were a total of twelve positions filled in November. The average time-to-fill those positions was 52 days, in comparison to our target of 45 days.

November 2012 Time to Fill

78

86 86

6166

47

56

3833 33

20 18

0

10

20

30

40

50

60

70

80

90

100

1 2 3 4 5 6 7 8 9 10 11 12

Average (52 days)

Days

to F

ill

Days to Fill Target Average

Position No.

Target (45 days)

13

Workforce Management Voluntary and Involuntary Separations There were a total of eight separations including five retirements in November.

Separations - FY 2013

01234567


Retirements Other Voluntary Separations Involuntary Separations

Retirement Eligibility The values in this chart are different from prior charts as a result of using more detailed employee information to calculate retirement eligibility under the three retirement options available. This detailed calculation will be used going forward. The 3 retirement options, both under full and early are: Pre-March 1994 Open Version, Regular Open Version, and the Closed Version. All 19 participants in the Closed Version are eligible for Early Retirement. All 608 participants in the Pre-March 1994 Open Version are eligible for Early Retirement. The remaining employees eligible for Early Retirement are in the Regular Open Version.

Eligible Retirements - FY 2013

122 126 130 137 132

773 780 784 787 784

0

100

200

300

400

500

600

700

800

900

July Aug Sept. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May June

# E

ligib

le

Eligible - Full Eligible - Early

14


Retirement Eligibility Projections As of November 2012, approximately 60% of WSSC employees are eligible to retire now, either with full or early retirement. Our summer intern program and knowledge transfer program initiatives are examples of initiatives to address the increasing number of retirements.

Eligible Retirements - Current and Future

132 192317

464

784834

931

1015

0

200

400

600

800

1000

1200

1400

1600

Eligible Now Eligible Within 1 Year Eligible Within 3Years

Eligible Within 5Years

Full Retirement Early Retirement

Eligible Now Eligible Within 1

Year Eligible Within 3

Years Eligible Within 5

Years Full Retirement 132 192 317 464 Early Retirement 784 834 931 1015 Full Retirement % 9% 12% 20% 30% Early Retirement % 51% 54% 60% 66%

15

Small, Local and Minority Business Enterprise

SLMBE Office Outreach

Prince George’s County Chamber of Commerce 1st Annual Legislative Holiday Reception On December 4, 2012, the SLMBE Office attended the First Annual Legislative Holiday Reception held at the Colony South Hotel in Clinton, Maryland. The event provided education to constituents about the legislative priorities for the 2013 Maryland General Assembly. Montgomery County Chamber of Commerce (MCCC) Business Awards Dinner On December 5, 2012, the SLMBE Office attended the MCCC Business Awards Dinner which celebrated leaders who help make the economy and community thrive. This event attracted more than 700 guests, including award winners, sponsors, business leaders, elected officials and the media. The event was held at the Bethesda North Marriott Hotel and Conference Center in Bethesda, Maryland. The Women of the Associated Black Charities’ (ABC) 3rd Annual Girls Night Out On December 6, 2012, the SLMBE Office, along with members of the Fair Practice and Internal Audit Offices attended the 3rd Annual “Girls Night Out: A Candid Discussion About Women and Race,” held at the Frederick Douglass-Isaac Meyers Maritime Park in Baltimore, Maryland. The event provided a networking session for women in business followed by a panel discussion. The panelists included Shelonda Stokes, CEO of GreiBO Media; Marsha Jews, WEAA Radio Host; Maria Welch Martinez, CEO of Respira Medical; and Amy Seto, Vice President of Community Foundation. The program was facilitated by Wanda Draper, Program Director, WBAL-TV. Approximately 150 persons attended the event. 12th Annual Minority Legislative Breakfast On December 7, 2012, the SLMBE Office, along with members of the Change Leadership Team attended the 12th Annual Minority Legislative Breakfast, held at the Bethesda Marriott. The Minority Legislative Breakfast, now in its twelfth year, is a signature event for the three sponsoring organizations - the African American Chamber of Commerce of Montgomery County, the Asian American Political Alliance and the Hispanic Chamber of Commerce of Montgomery County. The event is held to discuss legislative issues that have an impact on the minority business community of Montgomery County, Maryland, and to develop a common agenda presented as their legislative priorities. The Minority Legislative Breakfast is an opportunity to review milestones and accomplishments that will support the supplier diversity community. Approximately 250 persons attended the event. Hughes Capital Management Annual Holiday and Networking Reception On December 13, 2012, the SLMBE Office attended a holiday and networking event at The City Club of Washington at Columbia Square in the District of Columbia, which was hosted by founder and President, Frankie Hughes. The event was provided as an opportunity for businesses to network and to hear about future business opportunities. Approximately 75 persons attended the event.

16

Small, Local and Minority Business Enterprise

Prince George’s County Minority Business Development Division’s (MBDD) MBE Appreciation Night On December 13, 2012, members of the SLMBE Office attended the MBDD MBE Appreciation Night. The event was held at the Radisson Hotel in Largo, Maryland and was attended by over 200 persons. The event recognized successful minority business enterprises and provided a networking platform. Maryland District of Columbia Minority Supplier Development Council (MD/DC MSDC) Annual Meeting On December 14, 2012, members of the SLMBE Office attended the MD/DC MSDC Annual Meeting. This event was held at The Hotel at Arundel Preserve in Hanover, Maryland. The event hosted a panel discussion to educate minority vendors on strategies to become more successful and provided breakout workshops for vendors. Approximately 125 persons were in attendance. Web-Based Compliance System Trainings On December 17 and 18, 2012, the SLMBE Office hosted classes to train prime and subcontractor suppliers, as well as internal stakeholders on how to best utilize and operate WSSC’s new web-based compliance system so that they can effectively monitor and track contract performance and payments. Approximately 26 people attended these training sessions.

17

18

19

Accomplishments and Community Outreach

Patuxent Water Filtration Plant (WFP) Receives Director’s Award The Patuxent WFP received the Director’s Award from the American Water Works Association’s (AWWA) Partnership for Safe Water program after successfully completing the Partnership’s Phase III Self Assessment. The Patuxent WFP is one of approximately 200 plants nationwide and one of only two plants in Maryland (WSSC’s Potomac WFP is the other plant) which holds this distinction. The Partnership for Safe Water is a unique cooperative among the United States Environmental Protection Agency (EPA), AWWA, the Association of Metropolitan Water Agencies (AMWA), the National Association of Water Companies (NAWC), and the Association of State Drinking Water Administrators (ASDWA). The partnership encourages and assists water suppliers in the United States to voluntarily enhance their water systems’ performance for greater control of Cryptosporidium, Giardia and other microbial contaminants. To receive the Phase III Directors Award, a utility must work through the arduous and difficult self-assessment process of identifying factors which may have been limiting performance of the treatment plant and taking steps to address those factors. WSSC Toys-for-Tots Drive The Patuxent WFP staff, led by Tom Rock and Debbie Armstead, spearheaded the Toys-for-Tots Drive for WSSC. The volume of toys collected this year doubled last year’s collection. Toys were dropped off in Prince George’s and Montgomery counties. WSSC’s Engineering Academy Fifteen middle and high school students spent some of their winter break taking part in WSSC’s Engineering Academy at the Anacostia Depot. The students took part in hands-on activities including testing meters, calibrating instruments and creating maps from December 26 to 28, 2012. They also received first-hand information about careers in the water / wastewater industry from staff. Channel 4 covered the WSSC Engineering Academy on December 27, 2012 and it was shown on the 5 p.m. newscast. Community Outreach Events

December 8, 2012 Invasive Weed Removal Brookeville, MD Nine community members removed invasive weeds from Brighton Dam.

This was the final environmental stewardship event of the year with a total of over 850 community members contributing approximately 2,550 hours to help WSSC and the environment.

December 10, 2012 Patuxent Reservoirs Protection Policy Laurel, MD

Advisory Committee The Engineering and Construction Team hosted the annual policy meeting

of the Patuxent Reservoir Protection Policy Advisory Committee. Montgomery County Department of Environmental Protection Director, Bob Hoyt, became the new chair.

December 12, 2012 Wise High School Upper Marlboro, MD

Staff gave a presentation about careers in the water and wastewater industry to students at Wise High School.

20

Accomplishments and Community Outreach

December 13, 2012 Capitol Heights Elementary School Capitol Heights, MD At the invitation of Commissioner Hartwig-Davis, a WSSC staff member

served as a judge at the school’s science fair. December 15, 2012 Christmas Bird Count at Triadelphia Brookeville/Laurel, MD The 66th Christmas Bird Count occurred at Triadelphia Reservoir and

Rocky Gorge Reservoir. Prior to the construction of Rocky Gorge Reservoir, the Howard County Bird Club has been conducting a county-wide count as part of the Annual Audubon Christmas Bird Count.

December 16, 2012 Christmas Bird Count at Jug Bay Upper Marlboro, MD

The staff at Western Branch gave access to birders from the Prince George’s County Audubon Society to conduct their annual Jug Bay Christmas Bird Count. This year, one of WSSC staff members accompanied the birders to help with the count.

21

Budget Report

WSSC Annual Water Audit Summary for FY 2012

WSSC’s Annual Water Audit Summary for FY 2012 was submitted to MDE on December 12, 2012. This submittal was provided to MDE to satisfy Condition 16 of the Potomac Water Treatment Plant Appropriation Permit but the audit covers all water delivered to the Commission’s water distribution system. Lost or unmeasured water for the year of 17.42% was calculated utilizing methodologies suggested in AWWA’s Manual for Water Audits and Loss Control Programs and MDE’s Water Audit Guidelines. Since the percentage exceeds a permit-specified 10% threshold, the preparation of a Water Loss Reduction Plan is required under Condition 17 of the Water Treatment Appropriation Permit. This Plan to identify and reduce water loss, where feasible, will be submitted to MDE by July 1, 2013. Monthly Status Report – November 2012 See attached report.

22

Budget Report

Operating Revenues

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000


$ In

Thou

sand

s

FY 2013 Actual FY 2012 Actual FY 2011 Actual

Operating Expenses

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

$70,000

$80,000


$ In

Thou

sand

s

FY 2013 Actual FY 2012 Actual FY 2011 Actual

23

Budget Report

Cumulative Water/Sewer Net Revenue

0102030405060

Sept Oct Nov Dec Jan Feb Mar Apr May June

(in m

illio

ns)

FY 2011 Actual FY 2012 Actual FY 2013 Actual FY 2013 Projected

24

Documents

General Manager’s Report - WSSC Water...Products and Services Call Center Operations In December 2012, the Call Center answered 91% of the 46,637 calls received which is approximately