STATE OF FLORIDA - Public Service Commission

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ORDER NO. PSC-12-0102-FOF-WS DOCKET NO. 100330-WS PAGE 10 MCLs MFRS MOU NARUC O m PAA PBWNs Psi POD RAFS ROE SARCS SFCO SMCLs ssu TR IITHMS U&U USOA WCI WMDS WRB WTP WWRB WWTP AOualitv of service MaximumContaminrmtek MinimumFilingRequirements Memorandum of Understanding National Associrdion Regulatmy Utility Commission Operations andMpvIp' ' Proposed Agency Action Pmxdomry Boil Water Notices PounaspersquareInch Production of Documents Regulatory AssessnentFees Retum on J3quity Staff-AsSisted Rate cases Short Form Consznt Order SecondmyMaximumcontarmnan ' tLevels So~StateSUtilitigInc. TllW3ipt Total Trihalomethanes usedanduseful Uniform Systems of Accounts Water Conservation Initiative WaterMaUagementDistricts WaterRateBand Water Treatment Pht Wastewater Rate Band Wastewater Treatment Plant IV. OUALITY OF SERVICE hrrsuant to Rule 25-30.433(1), Florida Admhktmb 've Code (F.A.C.), we determine the overall quality of service provided by the utility by evaluating the quality of the utility's product, the operatkg condition of the utility's plant and facilities, and the utility's attempt to address customer satisfaction. AUF's compliance history with the Department of Environmental Protection PEP), County HeaIth Departments (€IDS), and Water Management Districts (WMDs), and comments or complaints received from customers is also considered. AUF, OPC, Pasco County, and YES witnesses provided testimony concerning the quality of product and operating condition of AUF's 58 water and 27 wastewater systems. Our staE sponsored 19 DEP, HD, and WMD witnesses who provided testimony regmding each of AUF's systems located within their respective areas of responsibilities. In addition, testimony was provided describing AUF's attempt to address customer satisfaction. AUF, OPC, YES, Pasw, County, and staff witnesses testified regarding service hearings, customer complaints, correspondence, and prior AUF monitoring plans. Also, customers provided testimony at ten seMce hearings and provided comments at nine customer meetings.
ORDER NO. PSC-12-0102-FOF-WS DOCKETNO. 100330-WS PAGE 1 1 1. Parties’ Argllments AUF asserted that the overwhelmhg evidence in this proceeding demonshates that the Utility’s overall quality of service is good as a result of its ongoing quality control initiatives, customer service enhancanents, and water quality improvement projects. AUF argued that there is undisputed evidence that AUF is in compliauce with the applicable DEP, HD, and WMD standards for the vast majority of its water and wastewater systems, and that notably, no witness for OPC tesiilied as to the operational condition of AUF’s plants and facilities. Furthermore, AUF maintained that none of the OPC Witnesses that testified on water and wastewater quality had any experience in water or wastewater quality analysis. AUF noted that, although Pasca County and YES attempted to argue that the quality of Am’s water and wastewater service was deficient, close review of the record showed that those arguments lack credible evidentiary support Neither Pasco County nor YES offered any expert testimony to support their claims rega~ding alleged water and wastewater quality deficiencies. AUF also noted that it continues to take steps to address billing and payment issues raised by customers in the last rate case, and in customer meetings and Savice hearings in the instant case. AUF argued that it has taken significant steps to ad& customer satisfaction in the area of aesthetic water quality. AUF asserted that a downward trend in the number of water quality complaints hn customers in the seven systems selected for the Utility’s 2008 Original Aesthetic Program shows that customers are seeing the benefits of the Utility’s aesthetic water quality improvements. In addition, AUF argued that the record shows it has proactively established its own quality of service metrics as part of a robust quality assurance program to achieve and maintain customer satisfaction, and has made steady improvement in the quality of customer service since the last rate case. OPC argued that the overall analysis of AUF’s systems related to DEP compliauce shows persistent water quality problems. The numerous violations, consent orders, and non-compliance incidents over the last tbree years demonstmte that AUF is mutinely out of compliance with DEP and water standards that kquently result in an unsatisfactory product. OPC argued that our mission statement states that we are committed to ensuring that Florida’s consumers receive some of their most essential seMces, including water and wastewater, in a safe, aEordable, and reliable manner. According to OPC, we should &d that AUF provides ~satisfactoIy service at unaEordable rates. Spedidy, OPC argued that the Utility’s overall quality of service is unsatisfactory as a result of its ongoing poor pexformmce in the areas of water quality, billing, and customer service, despite an ongoing monitoring program. According to OPC, customers’ testimony coukns that no significant improvements have been made. Further, OPC argued there was no significant improvement in the quality of service based on the eight months of additional Phase II monitoring.
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STATE OF FLORIDA - Public Service Commission

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