CUC board forms 2 task forces
To determine the effectiveness of existing operational systems and practices at the Commonwealth Utilities Corp., its board created two task forces that will study each and every detail in two specific areas of services at the agency.
CUC board chair David J. Sablan appointed board member Adelina Roberto last week to head the task force dedicated to reviewing the utility corporation’s staffing pattern, the existing pay scale of all personnel, as well as the current grievance policy procedures.
Roberto was given the authority to select members of her team.
Sablan appointed board member Chris Concepcion to head the task force that would review CUC’s customer service operations. Like Roberto, Conception’s team is expected to provide recommendations to the board.
During last week’s board meeting, Sablan ordered the management team—headed by executive director Alan Fletcher and CFO Charles Warren—to give the task forces all the information they need for their assessment.
According to the chairman, the creation of the task forces aims to provide “consistency” in CUC’s services to meet customer satisfaction.
Sablan pointed out that in the area of customer service, there’s obvious dissatisfaction among patrons as evidenced by the mounting complaints being received by the agency.
“This is not to be critical of our staff but to improve our service,” Sablan said, adding that the main mission of CUC is to provide utility services at the least possible cost to its customers.
Management officials vowed to work with both task forces and mentioned an ongoing study on a personnel compensation plan for CUC, which is reportedly at its “tail-end.”
According to its records, CUC employs 383 full-time personnel, 165 of which are at the power division, 72 at the water division, 20 at wastewater, and 11 at engineering. The rest account for administration staff.
This number is the agency’s highest personnel count in the last four years.
Besides the creation of these task forces, the board is also looking at scrutinizing all contracts and future agreements to be entered into by the CUC for various services, including professional agreements.
Sablan said the objective of the board is to ensure that all services to be sourced from outside the agency are cost-effective and efficient for the corporation.
Chairman Sablan, please be reminded that subordinates performance are only reflection of the SUPERIORS! It will be good if you also conduct how these superiors run the system. Customer Service needs to be trained how to be polite, (to all races, especially non-english speaking customers) concise on information (each has its different versions of what to submit, what are the requirements, etc.), efficient (too long of a break hours, missing personnel, too slow-is it the computer data network or the user?,payment line are too often very, very long in queu with only one cashier at the window. Don’t the SUPERIORS know all about this, while their lock-up in their air conditioned room, restricted with the door locking mechanism. This is supposedly a PUBLIC UTILITY not a highly protected mafia organization!
Hopefully the task force will also check the payroll records or the employee W-2 records for 2013 to see how much management and the employees actually received on top of their base pay.
We hear that CUC has been very generous with their overtime payments & also compensatory payments. Please check the payroll records, since computer-generated reports are usually harder to edit/remove information.