by Kelly Thornton | inewsource
San Diego City Councilman Carl DeMaio on Tuesday called for a public meeting to discuss the new $24 million water billing system, which has been plagued with problems and has prompted thousands of calls from frustrated customers.
“Unfortunately, the level of customer service at the Water Department, which handles billing questions and addresses errors, has become so bad that multiple news articles have pointed out this serious problem,” DeMaio wrote in a memo to Councilman David Alvarez, chairman of the Natural Resources and Culture committee of the council. The memo was copied to other council members.
inewsource first reported problems with the new system in October. In a follow story published and aired Monday, inewsource found that almost six months after the new system was launched, phone lines at the city are still jammed with callers who have been overbilled, not billed at all, or had their water mistakenly shutoff. Thousands more have had to email the city because they could not get through on the phone lines.
City officials have said the system is working well; customers just need help adapting to a new system. The city is hiring a dozen temporary workers to help ease the backlog of calls, and it’s adding dozens of phone lines and opening 25 payments centers.
Numerous customers have contacted inewsource disputing that the problem amounts to user error.
DeMaio, who is running for mayor, said more needs to be done to fix the problem. He requested that water department officials attend the yet-to-be-scheduled meeting “to hear from the Water Department exactly what the problem is, what is being done to address it, and what we as a Council can do to ensure that this does not happen again.”
DeMaio continued: “As elected leaders, it is our responsibility to ensure that taxpayers and ratepayers receive the level of customer service that they deserve, and we are currently not measuring up.”
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Percentages are based on 15 total survey responses. The numbers include full-time and part-time staff, full-time fellows and full-time and part-time interns.
Percentages are based on 15 completed survey responses to this question.
Percentages are based on 15 completed survey responses to this question.
|Gender Identity||Gender Identity||Gender Identity|
|Sexual Orientation||Sexual Orientation||Sexual Orientation|
|Not specified||7%||Not specified||7%|
|Speak a language beyond English at home||33%||Speak a language beyond English at home||18%||Speak a language beyond English at home||75%|
|Hispanic or Latinx||20%||Two or more races||18%||Hispanic or Latinx||50%|
|Two or more races||13%||Hispanic or Latinx||9%|
|60 or older||13%||60 or older||9%||60 or older||25%|
* The percentages in the charts have been rounded and may not add up to 100.
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Lorie Hearn is the chief executive officer, editor and founder of inewsource. She founded inewsource in the summer of 2009, following a successful reporting and editing career in newspapers. She retired from The San Diego Union-Tribune, where she had been a reporter, Metro Editor and finally the senior editor for Metro and Watchdog Journalism. In addition to department oversight, Hearn personally managed a four-person watchdog team, composed of two data specialists and two investigative reporters. Hearn was a Nieman Foundation fellow at Harvard University in 1994-95. She focused on juvenile justice and drug control policy, a natural course to follow her years as a courts and legal affairs reporter at the San Diego Union and then the Union-Tribune.
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Mark J. Rochester began as inewsource managing editor in April 2021, having served as editor in chief at Type Investigations, a nonprofit investigative newsroom in Manhattan. He was previously senior news director for investigations at the Detroit Free Press. Both newsrooms, he notes, shared a commitment to diversity and inclusion, and their investigative journalism often received national recognition for exposing problems impacting communities of color.
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