Supplemental Agenda Items - FGUA

needed system improvements was substantially reduced through FGUA’s management
and acquisition practices. The rate increase was just a third of what was originally
proposed, saving customers money on their utility bills.
Short-term measures were implemented to improve water quality immediately.
Permanent solutions – including Aloha’s new treatment system – are on schedule, and
will go online in August 2011.
In the meantime customers, the local government and elected leaders are all very
satisfied management and customer service changes. They also provided the focus
to resolve the “black water” problem that persisted with the system for more than 20
years.
Customers Matter
FGUA employs community services
representatives, people who don’t just
serve a neighborhood, but are
members of it. Usually utilities only
hear from customers when something
is wrong. But FGUA customers have
advocates working on their behalf, work
that is recognized in customers’
feedback to us.
“You provide an example
of what a great water
utility can offer all of its
customers. Your company’s
responsiveness has
exceeded our expectations.”
- John Andrews, Chair of Committee
for Better Water Now
In 2009 alone, FGUA’s community
service representatives participated in
372 customer meetings. In a 2010 survey, 80 percent of two separate utility systems
rated customer service as good to excellent.
The survey also found that more than 75 percent of customers read the monthly FGUA
newsletter. Copies of recent customer newsletters can be found in the appendices.
Convenient-for-customer account inquiry and bill-pay options are available online, by
phone or by visiting one of FGUA’s local offices. All board agenda packages and official
utility records also are available to customers online.
Team Proposal Florida Governmental Utility Authority
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