FINDING LOST CUSTOMERS Mike Morris Rick Ehlin City of Noblesville Utility IGIC Conference 2008

GIS Division Mike Morris- GIS Coordinator Mike Morris- GIS Coordinator Rick Ehlin- GIS Technician Rick Ehlin- GIS Technician GIS Began GIS Began As-built review and other GIS functions As-built review and other GIS functions GIS Division Formed GIS Division Formed GIS Division Expanded GIS Division Expanded

City of Noblesville Located in Hamilton County Located in Hamilton County Population of 39,350 (2005) Population of 39,350 (2005) Approximately 32 sq mi. Approximately 32 sq mi. Noblesville is in the No. 10 spot in the book, “Best Places to Raise Your Family: The Top 100 Affordable Communities in the U.S.” Noblesville is in the No. 10 spot in the book, “Best Places to Raise Your Family: The Top 100 Affordable Communities in the U.S.”

Noblesville Utilities Class 4 Wastewater Utility Class 4 Wastewater Utility Approx. 15,500 Customers Approx. 15,500 Customers 429 Miles of Sewer Pipe 429 Miles of Sewer Pipe Finished $9.3 million Phase I expansion in October Finished $9.3 million Phase I expansion in October Started Phase II of expansion in December 2007 at cost of $15.5 million. Started Phase II of expansion in December 2007 at cost of $15.5 million.

Service Area

Finding “Lost” Customers Honor System Honor System Who is not paying? Who is not paying? Potential revenue lost Potential revenue lost Helped to update 911 addresses Helped to update 911 addresses

Tools for solving our problem ArcGIS ArcGIS Excel Excel Access Access Field Checks Field Checks

Nuts and Bolts Convert.xls to.mdb Convert.xls to.mdb Used Excel to edit dataUsed Excel to edit data Convert to.mdb for geocodingConvert to.mdb for geocoding

Nuts and Bolts Covert.xls to.mdb Covert.xls to.mdb Confine 911 data to sewer boundary Confine 911 data to sewer boundary

Nuts and Bolts Confine 911 data to sewer boundary Confine 911 data to sewer boundary 911 data countywide911 data countywide Over 21,000 addresses in service area, but only 15,500 customers.Over 21,000 addresses in service area, but only 15,500 customers.

Nuts and Bolts Covert.xls to.mdb Covert.xls to.mdb Confine 911 data to sewer boundary Confine 911 data to sewer boundary Geocode customer database to 911 addresses Geocode customer database to 911 addresses

Nuts and Bolts Geocode customer database to 911 addresses Geocode customer database to 911 addresses Create Address LocatorCreate Address Locator

Nuts and Bolts Geocode customer database to 911 addresses Geocode customer database to 911 addresses Create Address LocatorCreate Address Locator Run Geocode and analyze resultsRun Geocode and analyze results

Nuts and Bolts Covert.xls to.mdb Covert.xls to.mdb Confine 911 data to sewer boundary Confine 911 data to sewer boundary Geocode customer database to 911 addresses Geocode customer database to 911 addresses Manual address match Manual address match

Nuts and Bolts Manual address match Manual address match

Nuts and Bolts Problems we ran into while manually address matching. Problems we ran into while manually address matching. Addresses we were billing were not in 911.Addresses we were billing were not in 911. Poor data entry on customer databasePoor data entry on customer database Names of streets varied by locationNames of streets varied by location Street directional differed between address locator and customer database.Street directional differed between address locator and customer database.

Nuts and Bolts Covert.xls to.mdb Covert.xls to.mdb Confine 911 data to sewer boundary Confine 911 data to sewer boundary Geocode customer database to 911 addresses Geocode customer database to 911 addresses Manual address match Manual address match Field Check address found in customer database, but NOT 911. Field Check address found in customer database, but NOT 911.

Nuts and Bolts Field check addresses found in customer database, but NOT 911 Field check addresses found in customer database, but NOT 911 Houses converted into apartmentsHouses converted into apartments Apartments over garagesApartments over garages New builds in older areasNew builds in older areas Commercial downtown propertiesCommercial downtown properties Updated 911 database with field checked addressesUpdated 911 database with field checked addresses

Nuts and Bolts Covert.xls to.mdb Covert.xls to.mdb Confine 911 data to sewer boundary Confine 911 data to sewer boundary Geocode customer database to 911 addresses Geocode customer database to 911 addresses Manual address match Manual address match Field Check address found in customer database, but NOT 911. Field Check address found in customer database, but NOT 911. Re-Geocode with updated address information. Re-Geocode with updated address information.

Nuts and Bolts Re-Geocode with updated address information. Re-Geocode with updated address information. Match success rate went up to 99%.Match success rate went up to 99%. Manually matched addresses that were field checked.Manually matched addresses that were field checked. Addresses that were left are potential unpaid customers.Addresses that were left are potential unpaid customers.

Verifying Service From 911 addresses selected all points that were identical to geocoded addresses (customer database). From 911 addresses selected all points that were identical to geocoded addresses (customer database). Switched selection set to give us all addresses that are in our service area, but NOT in our billing database. Switched selection set to give us all addresses that are in our service area, but NOT in our billing database.

Verifying Service Non-paying layer Non-paying layer 2341 potential non-paying customers identified for field verification potential non-paying customers identified for field verification. Selected points that fell within 250 feet of sewer line. Selected points that fell within 250 feet of sewer line. Left us with 874 properties we declared to be “non-septic.” Left us with 874 properties we declared to be “non-septic.”

Verifying Service Split up city into 5 sections for field checks. Split up city into 5 sections for field checks. Check for occupants and report findings. Check for occupants and report findings. Gave billing office list of occupied properties for further verification. Gave billing office list of occupied properties for further verification.

The Aftermath Average residential bill is $32.58 Average residential bill is $32.58 Commercial varies upon size of water meter Commercial varies upon size of water meter Sent out letters to potential “lost customers” Sent out letters to potential “lost customers”

The Aftermath As of February 2008 the billing office have gone through 178 addresses. As of February 2008 the billing office have gone through 178 addresses. 104 addresses were determined “non- paying”. 104 addresses were determined “non- paying”. 10 addresses new accounts were opened w/out letters being sent. 10 addresses new accounts were opened w/out letters being sent. 94 letters were mailed out with 7 responses. This has a potential of $3, more revenue 94 letters were mailed out with 7 responses. This has a potential of $3, more revenue New Charges = $ (Jan) New Charges = $ (Jan)