Successes
In FY01, the City achieved the following:
- Ranked among the top tier of airports nationwide in customer satisfaction in eight categories, including cleanliness, attractiveness, closeness of parking and ease of reaching gates.
- Eliminated the backlog of 1,800 private property repairs to storm drains initially identified in 1993, allowing resources of the Storm Water Program to now be applied to remaining priorities.
- Reduced the average repair response time to water leaks to two weeks, an 80% improvement over the 9.48 weeks average during FY00.
- Increased average daily water usage by only 0.13% despite a 4.5% increase in new customer accounts, indicating success in encouraging voluntary water conservation.
- Reduced the number of sewer spills to 213 in FY01 from 251 in FY00, a 15% reduction.
- Increased the number of services offered to citizens via the Internet. New online services include: scheduling curbside pick up of
discarded bulky items and paying City services bills through PC banking.
- Provided customer service available in more than 148 different languages.
- Began installation on the first of several major water mains planned over the next 10 years to improve water pressure and bolster the water distribution network.
- Worked with 1, 208 businesses to reduce and eliminate sewer overflows caused by oil and grease entering the sewer system.
- Reacquired the garbage collection contract for the City's south quadrant through a competitive bidding process that will save the City nearly $775,000.
- Conducted 25,368 health and sanitation inspections , bringing 95% of violations into compliance within 30 days.
- Rehabilitated three miles of water lines and 32 miles of sewer lines.
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Challenges
The City continues to face a number of challenges in this area, including:
- Further reducing instances of missed garbage collection. While the number is down 13%, there were 10,865 complaints about missed collection in FY01.
- Reducing the cost per mile of street asphalt maintenance without compromising street quality. Charlotte spends $2,689 per mile, 62% higher than the statewide average of $1,661.
- Continuing to provide service to a rapidly growing, culturally and linguistically diverse consumer base.
- Pumping record amounts of water during warm, dry weather and maintaining adequate water pressure throughout the City's 3,100-mile water line system.
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Response Time to Water Leaks
FY1999 | FY2000 | FY2001 |
16 Weeks | 9.48 Weeks | 2 Weeks |
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