Customer Satisfaction Survey – Final Report

2005 Cured-in-Place Pipe (CIPP) Project (Project No. II05-01)

 

Project Background:

 Part of the Utilities Department’s efforts at Inflow/Infiltration (I/I) reduction is to repair/reconstruct existing sewer lines that are a source of I/I. Cured-in-place-pipe (CIPP) is one of the methods used.  The CIPP method involves lining the inside of old pipes without excavation, thus there is very little disruption above ground.  The Utilities Department has a multi-year plan to repair/reconstruct lines in older sections of the City using this trenchless method.  The 2005 CIPP project was awarded to Utility Maintenance Contractors, LLC.  The contract amount was $372,503 and almost all of the work took place in the Park Hill Terrace neighborhood, bordered by 23rd Street and Park Hill Terrace to the north and south, and Louisiana Street and Montana Street to the west and east.

 

                                     Survey Area                                                                        New Pipe Lining

 

Survey Information:

The survey was mailed to the 170 residential addresses in the Park Hill Terrace neighborhood, with a self-addressed and stamped envelope included to encourage participation.  Chart 1 provides information on survey return.

 

Chart 1

The survey contained ten (10) questions with a range of possible answers from “strongly disagree” to “strongly agree” to “does not apply”.  There was room at the bottom of the survey for written comments.  A copy of the survey is attached, as well as a list of the written comments.

 

Survey Results:

  • Survey data indicates that most customers believe the City provided adequate information and notification in advance of the project.  However, based on comments (#16, #26) and on the number of “disagree” and “strongly disagree” ratings, it is evident that there is room for improvement in our notification procedures.  These improvements will be identified and then implemented in the next similar project.
  • Customers seemed to be pleased with the contractors and with the responsiveness of City staff.
  • The project generated minimal concerns (question 7) from customers in the project area.
  • In general, customers were pleased with easement or right-of-way restoration.  The survey provided another outlet for any concerns (comments #19, #25) and these concerns will be immediately addressed.
  • The vast majority of respondents agreed or strongly agreed that the project was a benefit to them and to the public (questions 9, 10).

 

Survey Data

 

 

1

The City provided adequate information in advance of the project

2

I understood the need for the project based on information provided.

3

I received adequate notification from the City and/or contractor prior to work being done at my location.

4

The contractors were polite and professional.

5

City staff was informative

6

I was provided a contact name/number to call if I had questions.

7

The concerns I conveyed to the contact person were addressed in a timely fashion

8

The easement or right-of-way was restored to my satisfaction when the project was completed.

9

The project was a benefit to me.

10

The project was a benefit to the public

 

Survey Comments

 

 

  1. Thanks
  2. Could this process have provided for home service lines at the time?  This way we wouldn’t have to tear up our yard to replace
  3. Experiencing water main breaks were our problem (due to pressure move the tubes into place)
  4. Grass is not up yet, so I don’t know if it is good grass or weeds
  5. Thank you for the manner in which the project and follow up (indecipherable)
  6. They were very helpful and polite.  We were glad our neighborhood was chosen
  7. I don’t like surveys
  8. Very minimal impact on area. Contractors seemed to “clean up” frequently
  9. Good job
  10. I though the City would replace all the trees in my backyard they tore down.  My neighbor instead got trees and she had none at all.  Oh well.
  11. I found them very polite.  They did a great job.
  12. It’s nice when the City plans ahead.  With Clinton filling in what about future needs for water?
  13. Good job Jimmy!
  14. Sewer seems to be much better
  15. Men were all courteous; The City water men were great in putting in the new water line.  Two of them came to aid me in the encounter with a snake up close and personal.  They are my heroes.
  16. I had, not did anyone in my household, no idea this project was being undertaken.
  17. Hope it works
  18. Yard was torn up.  Trees destroyed kurbing damaged. Driveway cracked
  19. The crew destroyed (cracked and chipped) my gutter but did not replace it.  They also did not put straw on the grass seed they planted until after I called to complain.  I also have sunken in areas in my yard due to this project and another one 3 years ago. (address provided)
  20. I would like to see a much better job of cleaning the street when done.  As a matter of fact, I want to see Kansas Street between Utah and Ohio thoroughly cleaned.  Let residents know before hand so on street parking can be avoided
  21. Contractors accessed sewer line through my backyard.  We asked the contractors if they would smooth out and reseed the lawn.  They said they would, but they haven’t.
  22. Thanks for going on the other side of the street – digging into park instead of in our yard @ KS & Montana, along Kansas.  This way it didn’t disturb our garden and we appreciated that.
  23. You guys rule!
  24. The contractors were great
  25. There is curb damage from the equipment.  It needs to be repaired. (address provided)
  26. #2 – I now understand the project and the need, not enough info before the work started.
  27. Was not on my block; Little info/update on overall status, or if my house will be coming up for sewer repair
  28. I wish I could say the same about street maintenance!
  29. Nice workers – no problems (name provided)



Copy of Survey Document

 

 

Dear Customer,

 

The City of Lawrence Utilities Department recently completed a cured-in-place-pipe (CIPP) project in the Park Hill Terrace neighborhood.  The project involved lining the clay tile sanitary sewer pipes to repair cracks, prevent root intrusion and to extend the service life of the pipes.  The City of Lawrence Utilities Department is always interested in feedback from its customers so that we can improve our service level.  Please take a moment to fill out the attached brief survey and drop it in the mail box.  Postage is paid.  Thanks for your input.

 

Please circle a response for each question.

 

Strongly Disagree

Disagree

Agree

Strongly Agree

Does not apply

1. The City provided adequate information in advance of the project. 

1

2

3

4

n/a

2. I understood the need for the project based on information provided.

1

2

3

4

n/a

3. I received adequate notification from the City and/or contractor prior to work being done at my location.

1

2

3

4

n/a

4. The contractors were polite and professional.

1

2

3

4

n/a

5. City staff was informative.

1

2

3

4

n/a

6. I was provided a contact name/number to call if I had questions.

1

2

3

4

n/a

7. The concerns I conveyed to the contact person were addressed in a timely fashion.

1

2

3

4

n/a

8. The easement or right-of-way was restored to my satisfaction when the project was completed.

1

2

3

4

n/a

9.  The project was a benefit to me.

1

2

3

4

n/a

10.  The project was a benefit to the public.

1

2

3

4

n/a

 

Comments: _______________________________________________

 

_________________________________________________________

Mail to: 

Jim Stuit, Engineering Project Manager

City of Lawrence Department of Utilities

PO Box 708 Lawrence, Kansas 66044

(785) 832-7815 jstuit@ci.lawrence ks.us