1. FBC/FWEA Workshop November 6, 2015

2. Who is the FBC? Voluntary association of Florida governments - in FY13/14 - Counties - Cities - Others (authorities) We develop, collect and report common service area performance measurement data

3. FBC Local Government Members

4. FBC 19 Service Areas Animal Services (AS) Building Development & Review (BD) Civic Engagement (CV) Code Enforcement (CE) Environmental Management (EM) Fire/Rescue (FR) Fleet Management (FM) Human Resources (HR) Information Technology (IT) Risk Management (RM) Parks and Recreation (PR) Police Services (PO) Purchasing (PU) Road Repair (RR) Stormwater & Drainage Maintenance (SD) Solid Waste (Collection) (SC) Solid Waste (Disposal) (SW) Traffic Engineering (TE) Water/Wastewater (WW) General Measures (GE)

5. Charting Success... is Compliance Enough? Common Mistakes Made During Data Collection © The Florida Benchmarking Consortium

6. What is New in the FBC Annual Report  Better cleansed data  Increased participation in the WW service area  Sharing of comments by individual jurisdictions

7. What Went Well?  Measure definitions continue to be improved, leading to better consistency and data  Continue to improve the process  More jurisdictions with 3yrs of data  Other

8. The Importance of Ensuring Accurate & Appropriate Data Collection Accurate data collection is essential to maintaining integrity

9. Consequences from Improperly Collected Data  Inability to answer stake holder questions accurately  Inability to support and validate findings  Distorted findings result in wasted resources (both internal/external)  Mislead other jurisdictions (peers)  Compromise decisions on actions, policies, etc.

10. What Goes Wrong?  Verify data entry  Failure to read the whole definition and explanation  Incomplete or inaccurate records  Poor internal documentation  Erroneous or misinterpretation of data collected  Conflicting data  No check and balance for data submitted (Primary Coordinators review of service area before submittal)

11. What Goes Wrong?  Look for out of range data and correct before submittal  Note reason/cause for any out of range data  Note reason/cause for significant changes in data  Prompt response to data corrections  The value of the data is only as good as the data entered  Improve standardization of definitions e.g. FTE’s  Standard consistent set of Performance Indicators (PI)  Increase training opportunities

12. Common Mistakes When Benchmarking Benchmarks are a tool that is most effective when used by those who not only know how to use them, but also recognizes and understands their limitations A simple comparison is not as definitive as a program evaluation or performance audit. Benchmarking is best for a general assessment of a broad range of functions Allows you to put your performance in perspective

13. Looking at Reactive vs. Proactive Management Don’t overly focus on outputs (number of manhole repairs, response time, etc.) Look at efficiency and effectiveness measures in order to improve performance and prevent undesirable results

14. Telling Your Story with Data Accountability & Transparency  Can you demonstrate to citizens and elected officials that your department, agency, program provides: efficient, effective and quality services?  Can you tell your story?  How do your departments and services compare overall to other local governments?  Do you have departments or services that are exemplary?

15. Analyzing Your Performance Data  The FBC does not analyze performance data or make comparisons between jurisdiction’s  Data analysis is the responsibility of individual jurisdictions  Approaches to data analysis: -Comparing your performance with yourself over time -Comparing your performance (benchmarking) against other jurisdictions

16. Charting Success... is Compliance Enough? Getting the data right and putting it to use… © The Florida Benchmarking Consortium

17. Why collect data How can you use this data? - reporting to your superiors, elected officials and public - increase transparency, reduce scrutiny - demonstrate cost efficiency? How you uncover your agency’s strengths and weaknesses! - make educated data-driven decisions in strategic planning - improve performance

18. Data Quality Counts

19. Comments are important

20. Select the right comparison  Try to find similar size  Note urban or rural  Fewer plants or many more  Note treatment processes  This is why FBC beats National data

21. Select key performance indicators  What is important to you and your Board?  Cost per million gallons treated?  Operations and maintenance costs per account?  Number of water pipe leaks per 100 miles?  Number of sewer pipe failures per 100 miles?  Customer service costs per active account?  Decide what your key performance indicators are and begin to strategize.

22. Using KPIs to develop a strategic plan  Talk to your comparison group  are they really the right fit?  are they closest?  If not same number of customers, same number of plants per number of customers  Coastal or inland? Salt water issues?

23. Using KPIs to develop a strategic plan  Begin looking at how you function.  Who does it cheaper and how?  Treatment processes  Bio-solids handling  Bulk chlorine  Energy audits  Competitive bid processes  Paperwork handling – work orders  Automation opportunities?

24. Using KPIs to develop a strategic plan  Involve your staff for grass roots improvement  Identify the processes and the associated costs  They are the pros, they know best  Look for savings opportunities  Its tough to drive this from the top  Better to have full force advocating.

25. Using KPIs to develop a strategic plan  Develop a strategic plan, get Board buy in!  Don’t be afraid to show the Board your weaknesses  Develop corrective actions  Identify the costs and the projected savings  Share the plan with everyone  Implement change

26. Select comparison examples Marion County Utilities 2011 Marion County Utilities 2010 Marion County Utilities 2009 Florida Benchmarking Consortium Average Seminole County Utilities City of Tallahassee$2,844.65$2,904.36$3,561.35 $2038.61 (Counties) $2,346.19 (Cities) DNR$1,561.49

27. Set Goals & Objectives Example Continue to regionalize SCADA Implementation Greater control of plants – reduced electricity Less manpower Upgrade / modernize facilities for efficiency Reduced from 11 WWTPs to 6 – going to 5

28. Demonstrated Results Marion County Utilities 2014 Marion County Utilities 2013 Marion County Utilities 2012 Marion County Utilities 2011 Marion County Utilities 2010 Marion County Utilities 2009$2,539.82$2,694.19$2,930.72$2,844.65$2,904.36$3,561.35

29. Live Data Comparison Polk CountyCharlotte CountyFBC Counties (AVG) # Water Accounts53,55857,114147,291 Water Sold5,065,000,0003,922,000,00019,579,770,000 Water per customer (gal)94,570.3768,669.68132,932.56 Total O&M Cost Water$13,650,398.00$5,329,656.00$34,440,389.06 Cost per Account$254.87$93.32$233.83 # Wastewater Accounts36,73134,582111,059 Wastewater Treated2,017,130,0002,151,350,00019,206,692,375 Wastewater per customer (gal)54,916.2862,210.11172,941.34 Total O&M Cost Wastewater$16,843,810.00$11,128,501.00$45,705,729.77 Cost per Account$458.57$321.80$411.54

30. Comparison Point Discussion  # of Water Accounts  Amount of Water Sold  Gallons per Account  Total O&M Cost Water  Cost water per account  # Wastewater Accounts  Gallons treated  Gallons per customer  Total O&M Cost Wastewater  Cost per Account

31. Questions?

32. To Learn More About the FBC & Upcoming Events and Trainings  FBC Website: www.flbenchmark.org www.flbenchmark.org  Susan Boyer FBC Executive Director Email: sboyer@flbenchmark.org sboyer@flbenchmark.org  Flip Mellinger Marion County Email: flip.mellinger@marioncountyfl.orgflip.mellinger@marioncountyfl.org