AR_Archive

Objective:  Enhance Service Delivery

 

"Our new automated meter reading system ultimately will allow two meter readers to do the job of 36 people in half the time.  The savings will help us keep water rates low."

- Antoinette Dixon
Meter Reader Supervisor
Charlotte Mecklenburg Utilities
Employed 20 years

 

Challenges:
-  Excessive rainfall
caused numerous service delivery problems, including increases in sewer overflows and construction delays on bus shelters, storm water systems and road projects

Image of Meter Reader Supervisor

 


Garbage, recycling, bulky item and yard waste collection complaints
of "missed service" decreased by 23%

-  Repairs to traffic, pedestrian and school zone signals occurred within two hours 93% of the time


-  Solid Waste Services accident rate
decreased 46.7% as a result of specialized driver training

-  Subdivision plan approval time exceeded goals, with 100% of plans reviewed within 15 work days compared to a target of 20 work days

Airport customer service earned Charlotte/Douglas International Airport a "Top Ten in Overall Satisfaction" ranking by J.D.Power and Associates.  The survey measures passenger satisfaction in signage, cleanliness, ground transportation, gate access, attractiveness, restaurant quality, parking and baggage delivery


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-  Wastewater treatment in northwest Mecklenburg County reached its limit and Charlotte Mecklenburg Utilities was forced to temporarily suspend new sewer line applications.  The reasons: delays by the State in granting a permit request from Utilities to expand the McDowell Wastewater Treatment Plant and increased wastewater flows into the plant caused by excessive rainfall

-   Limited funding for translation and interpretation services to communicate with the City's growing international community


Successes

Photo of drinking water


-  Solid Waste Services accident rate
decreased 46.7% as a result of specialized driver training

-  Subdivision plan approval time exceeded goals, with 100% of plans reviewed within 15 work days compared to a target of 20 work days

Airport customer service earned Charlotte/Douglas International Airport a "Top Ten in Overall Satisfaction" ranking by J.D.Power and Associates.  The survey measures passenger satisfaction in signage, cleanliness, ground transportation, gate access, attractiveness, restaurant quality, parking and baggage delivery


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