Utilities Performance

Bellevue Utilities’ vision is the future-focused motivation for the work of our organization. Our mission describes the work that we do each day for our customers. Finally, our values dictate the way our staff carries out our daily work.

Department Mission

Deliver high quality, reliable drinking water, wastewater, storm and surface water, and solid waste services in a manner that is environmentally responsible and cost-competitive.

Department Vision

Our customers enjoy livable communities and a healthy and sustainable environment through high quality utility services.

Department Core Values

The following Core Values are the essential and enduring principles that guide our individual actions, our interactions and our decision-making in Utilities:

  • Commitment to Employees: We value all employees and their contributions and treat each other with caring and respect.
  • Diversity: We value diversity in our community and our workforce and are inclusive in our business practices.
  • Exceptional Public Service: We deliver outstanding service to the customer.
  • Innovation: We encourage and reward ideas and solutions.
  • Integrity: We are trustworthy, truthful and ethical.
  • Safety: We value the safety of our workforce and community.
  • Stewardship: We preserve and enhance the community’s environmental, financial, human and physical resources.

Metric 1: Percent of days per year in compliance with state and federal drinking water regulations

The City of Bellevue monitors ongoing compliance with state and federal drinking water regulations.

How was this calculated?

Compliance dates, changes in regulations and the number of reported days out of compliance are tracked by Water Quality staff and reported to the Regulatory Compliance Supervisor.

Data:
Why is this important?

This measure is an important indicator of our drinking water quality and the performance of Water Quality staff. We work closely with our water providers and the Washington State Department of Health to deliver water to Bellevue's customers at an exceptional level of quality that meets the Safe Drinking Water Act standards. The goal for this measure is 100%, and anything less than full compliance requires Bellevue's management staff to take immediate action. We have consistently met the 100% target for this measure since we started tracking it in 2010.

What are the next steps? 

To continue to achieve our goal of 100% compliance with state and federal drinking water regulations, we monitor current and proposed regulatory monitoring requirements, procedures and upcoming dates, and provide redundancy by having multiple staff monitoring the performance of the water distribution system.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov

 

Metric 2: Unplanned water service interruptions per 1,000 customer accounts

Bellevue Utilities measures the reliability of its water services by the number of unplanned water service interruptions per 1,000 water accounts. Unplanned service interruptions are those performed under emergency conditions where prior customer notice is impossible or impractical. Unplanned service interruptions usually occur when we experience severe watermain breaks where there is potential for unsafe conditions or significant property damage.

How was this calculated?

The number of unplanned water service interruptions is divided by the number of water accounts, then multiplied by 1,000.

Data:
Why is this important?

The number represents the integrity of the water system. A lower number indicates the utility is actively investing in replacing aging water mains and other infrastructure through our Capital Investment Plan. Our goal is to have no more than 3 unplanned water interruptions per 1,000 accounts each year and we have been consistently meeting that goal since we began tracking it in 2010.

What are the next steps? 

Bellevue Utilities is committed to ensuring system reliability and minimizing the impact of unplanned water service interruptions. We continue to monitor and track this measure, and employ industry best practices, asset management, and aggressive capital investment in replacing aged infrastructure, and careful mitigation strategies. In addition, staff perform an assessment that balances risk mitigation strategies to provide advance notice to impacted customers when possible.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov

 

Metric 3: Wastewater overflow events per 100 miles of pipe

A sanitary sewer overflow (SSO) is a sewage overflow that originates from, or is caused by, city-owned sewer assets and reaches storm drains or waterways. Sewage that reaches storm drains or a body of water could result in health and environmental hazards.

How was this calculated?

For this calculation, the number of reported sanitary sewer overflows is divided by the miles of wastewater main (pipe), then multiplied by 100.

Data:
Why is this important?

This measure is an important indicator of the effectiveness of the operation and maintenance of the wastewater collection system. A low number of SSOs indicate a higher functioning wastewater collection system, better repair practices, more effective cleaning and remote television viewing activities and lowers the potential for enforcement actions by regulatory agencies. Our goal is to have 4 or less overflows per 100 miles of pipe each year. In 2018, we were able to keep the number below 3 and we are on track to do the same for 2019.

What are the next steps? 

Bellevue Utilities remains committed to managing wastewater overflows. To this end, we continue to monitor and track this measure to proactively reduce SSOs. We will continue to conduct preventative maintenance programs, Capital Investment Plan projects to rehabilitate and replace aging infrastructure, and effective SSO response procedures to reduce the impact of sewer main backups and the volume of overflows. In addition, Bellevue is implementing a system-wide asset management plan that will direct limited resources toward the highest priority mains for rehabilitation or replacement. This effort is expected to reduce the number of SSOs.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov

 

Metric 4: Structural flooding occurrences for storms less than a 100-year storm event

One of the major goals of the Storm and Surface Water Utility is to control damage from storms. The 2015 Storm and Surface Water Plan states the planning criteria for this goal is to minimize damage from a 100-yr, 24-hour storm event. Storms that have a greater likelihood to occur (less than a 1-in-100 chance of happening in any given year for a 24-hr rainfall event), that result in structural flooding of homes and businesses, would not meet the City’s planning criteria.

How was this calculated?

For this metric to be calculated, the City needs two different data sources. The city needs records of the location and the date of structural flooding. In addition, the rainfall data needs to be analyzed from the rain-gauge system to assess the storm/rainfall event size (recurrence and duration) which include the rainfall amount (inches), duration of the rainfall event (mins to hours of the event), and date(s) of the storm event.

Data:
Why is this important?

This is important because it measures performance of the storm and stream system for storm events that occur more frequently than the 100-yr storm. The goal is to minimize flooding from the public stormwater system. Our goal is to have no more than 5 occurrences per year and we have consistently met that goal since 2014.

What are the next steps? 

Utilities staff are performing maintenance on the storm system to reduce flooding and maintain good drainage. Staff are also designing and building projects to reduce flood risks in several parts of the City including Newport Shores, Factoria Boulevard, NE 100th, and NE 21 St.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov


Metric 5: Customer satisfaction with Solid Waste services

This metric represents the percent of single-family customers who, over the past year, say that they have been "very satisfied" or "somewhat satisfied" with Republic Services, the city's contractor for garbage, recycling, and organics collection services.

How was this calculated?

Bellevue Utilities hires a public opinion research firm to conduct an annual survey of at least 400 single-family households to assess satisfaction with its collection contractor’s core services and to inform the development of city outreach and education strategies.

Data:
Why is this important?

The city outsources solid waste collection services to Republic Services. This metric measures the overall single-family customer satisfaction with the services provided by Republic Services. In the most recent survey, 83% of single-family households expressed satisfaction with Republic Services overall, exceeding the 80% goal. Measuring satisfaction among single-family households helps the city determine whether Republic Services is meeting its expectations for exceptional customer service.

What are the next steps? 

The city will continue to monitor Republic Services’ performance and work with the contractor to maintain a high customer satisfaction level. Per contract requirements, Republic Services must achieve an overall customer satisfaction score of 80% or higher, or it may be subject to performance fees.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov

 

Metric 6: Customer satisfaction with the Bellevue Utilities Department

This metric represents the percent of Bellevue residents who report being satisfied or very satisfied with the overall quality of Utilities services.

How was this calculated?

The data for this metric comes from the City's most recent Performance Measures survey. This is a statistically-valid survey that assesses resident opinion of city services. The percentage rating was calculated by taking the absolute value of survey respondents (533 respondents in 2019) who reported being satisfied or very satisfied with Utilities services.

Data:
Why is this important?

Bellevue Utilities takes customer satisfaction very seriously. Although we saw overall satisfaction ratings drop since 2016 ratings, our 2019 ratings showed a small increase. We continually work to improve the quality of our services to meet our residents’ needs and expectations and use the results of this survey and other feedback channels to guide our efforts.

What are the next steps? 

The most important factor in maintaining and improving service quality is protecting our infrastructure. To ensure uninterrupted services now and in the future, Bellevue Utilities will continue making invisible but vital investments to repair and replace assets. We also understand stormwater and stream habitats are very important to our residents, and we are putting substantial resources and effort into these areas.

Contact Name: --

Contact Email: utilitiesperformance@bellevuewa.gov