Hist and Proj Operating Receipts FY 2011 2 17 2010 - DC Water

High Use Notification Application (HUNA) - We are proud of this advance in customer service, which allows our customers to use
this powerful application tool developed here at DC WASA. Customers can register on line and access this data through the web at
www.dcwasa.com.HUNAanalyzesdailyconsumptionandprovidesmonthlyandyearlyaveragesonanaccountleveI.This
feature
is available on the web for customer use as well and daily meter readings are available with a simple click of the mouse. HUNA's
alert feature notifies customers of metering anomalies as they happen. HUNA is an example of how DC WASA continues to
capitalize on the initial investments in AMR technology; voice and data technology, and web-enabled tools to lead the industry with
technology that supports excellent customer service at minimal cost to our ratepayers.
First Call Resolution - FY 2009, in an effort to deliver the best service possible, the Customer Service Department developed a
tracking mechanism for first call resolution. This process allows us to determine how many customer inquiries were resolved with the
initial contact. While this effort has focused on telephone calls first, additional outreach will include other mediums such as emails
and correspondence received from customers.
DC WASA strives to maintain a transparent rate setting process and invites input and feedback into the final decision making
process. With this in mind, various principles and timelines have been established to provided the greatest amount of review by both
the Board of Directors and the general public. The entire rate making process is generally scheduled for a year-long review to
maximize public involvement.
Proposed retail rates and fees are developed based on the actual and projected costs to deliver each service, to meet all bond
covenants and in accordance with the annually updated ten-year financial plan. A recommendation of retail rates is included within
each annual budget proposal to the Board of Directors in October of each year. After review, the DC members of the Board of
Directors approve a recommended rate proposal for public review and hearing under DC ratemaking regulations. In addition to
publication in the DC Register and various news outlet's in the District of Columbia, a public hearing is scheduled for customers to
come and discuss the proposed rates with the DC members of the Board of Directors. In addition, DC WASA has held public
meetings and attended a variety of community or association meetings prior to the public hearing date in order to increase greater
understanding among customers of the proposal and answer questions so that residents and the business community can be better
prepared for their participation in the public hearing.
Once the public hearing is held, the Retail Rates Committee, (consisting of DC members of the Board only) meet in mid-summer to
review the feedback received from the public, analyze any updated financial information and make a recommendation to the full
Board. In September of each year, the DC members of the full Board take final action on any rate or fee adjustments for
implementation on October 1 of the same year.
Budget Overview and Performance
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