4 f SLAP Program Update (Survey Cards)
Protecting our community's health and the environment by providing solid waste and sewer collect ion services.
www.cmsdca.gov
Costa Mesa Sanitary District
….an Independent Special District
Memorandum
T o: Board of Directors
Via: Scott Carroll, General Manager
From: Elizabeth Pham , Management Assistant
Date: August 20, 2013
Subject: Sewer Lateral Assistance Program Survey Analysis
Summary
The District’s Sewer Lateral Assistance Program (SLAP) is a financial incentive
program to encourage residents to maintain their lateral sewer lines. Without regular
maintenance sewer lines can beco me blocked and cause material to back up into the
house and the environment. The District contribute s 50% of the resident’s cost up to a
maximum of $1,600 per residential parcel. Costs may include televising the lateral
interior, cleaning the pipe, install ing a clean out attachment, and reconstruction costs.
SLAP participants receive a survey at the end of the program to rate their satisfaction
with the program. Staff is providing the Board of Directors with the results of the SLAP
survey s.
Staff Recommend ation
That the Board of Directors give feedback to staff.
Analysis
The purpose of the program is to assist and encourage residents to regularly clean
and maintain their sewer lateral. R egular maintenance can prevent sewer backups and
spills. In fisca l year 2012 -2013, 63 SLAP permits were issued. Survey data was
collected from 58 participants. The survey asked participants the following eight
questions:
Q1 : Is your sewer lateral in a safer condition that may prevent a sewer backup?
Q2 : Did staff treat you in a professional and courteous manner?
Board of Directors Study Session
August 20 , 201 3
Page 2 of 3
Q3 : Was the District able to professionally discuss your sewer lateral problems
and assist you in making decisions?
Q4 : Do you support continuation of the program?
Q5 : Are you aware that “wipes” and other “flush able” products in sewers cause
backups?
Q6 : Are you satisfied with your contractor’s performance (name optional)?
Q7 : How did you learn about the program?
Q8 : Suggestions or comments?
Respondents were asked to rate their level of satisfaction from 1 to 5, with 5 being the
highest for Q1 -Q6 . The results f rom Q1 indicate 86% of 58 participants r esponded that
they felt their sewer lateral was in a safer condition to prevent sewer backups from
occurring. The results from Q2 indicate that 96% of 58 participan ts responded that
staff operated in a prof essional and courteous manner. The results from Q3 indicate
that 76% of 58 participants responded that the District was able to discuss and assist
with sewer lateral problems. The results from Q4 indicate that 92% of 58 participants
expressed their support for the continuation of the program. The results from Q5
indicate 84% of the 58 participants were aware that “wipes” and other “flushable”
products caused sewer backups. The results from Q6 indicate that 83% of 58
participants were satisfied with their contractor’s performance.
Overall, the results from the survey indicate that the participants had a positive
experience with the program .
Strategic Plan Element & Goal
This item adheres to Strategic Element 1.0, Sewer Infrastructure, and Strategic Goal
No. 1.9, Sewer Lateral Assistance Program.
Legal Review
Not applicable at this time.
Financial Review
In FY 2012 -13, the SLAP budget was $225,000 and most of those funds were spent
before June 3 0, 2013 . In ad dition, the reimbursement amount was reduced from
$1,800 to $1,600. For FY 2013 -14, the SLAP budget is $200,000. Staff will continue to
monitor this prog ram and inform the Board if additional funds are needed.
Reviewed by:
Javier Ochiqui
Management An alyst
Board of Directors Study Session
August 20 , 201 3
Page 3 of 3
Attachment 1 : SLAP Survey Response Sheet FY 2012 -2013
Attachment 1
Date Rcvd 2 3
Q1 2
Q2
Q3
Q4 1
Q5 1 1
Q6 2
Q6 Q7 Q8
7/17/2012 Roto Rooter Flyer from ProServ Great program. W/o it we would
7/17/2012 Mailing n/a
7/18/2012 Flyer from Plumber n/a
7/23/2012 Contractors Services, Inc.CMSD Office n/a
7/23/2012
Contractor &
Neighbor n/a
7/31/2012 Select Trenchless Firend
Very friendly & helpful. Thank
you! Online Blog/Discussion
Forum/Feedback for CMSD
customers…to be able to leave
notes about sewerline issues &
fixes. Also to leave feedback
about contractors
9/10/2012 Pipe Pros Mailer n/a
9/10/2012 Brandon Perkins Plumbing Mailer
Everyone from the District was
great to work with. Many
thanks!!
9/11/2012 n/a Contractor n/a
9/26/2012 Rescue Rooter of Orange Internet Increase assistance if possible
9/28/2012 Rooter Hero - Orange
Mesa Verde
Newsletter n/a
10/8/2012
Coastal Plumbing - too
early to tell Used once before
Your employees were very,very
helpful!
10/2/2012 Plumbing Contractor n/a n/a
10/5/2012 Orange Coast Plumbing Brochure from CMSD
Thank you for your help. Sorry
this card is arrivening so late!
10/5/2012 Rescue Rooter n/a n/a
10/9/2012 n/a
Advised by Calif.
Rooter when they
were out on a main
line job Keep being nice it is refreshing!
Score (5 being the highest) 1
Attachment 1
10/10/2012 Smith & Sons Contractor Very forward thinking program
10/24/2012 n/a
You guys contacted
us!Thanks so much!!
10/26/2012
Reliable Rooter - were
great, very helpful Reliable Rooter n/a
11/6/2012 SOS Plumbing SOS Plumbing n/a
11/20/2012 n/a Radio Advertising n/a
11/27/2012 Coast Plumbing Coast Plumbing
Provide phone/contact info for
the CM arborist as needed
12/3/2012 Roto Rooter Roto Rooter Everything went well!
12/5/2012
Raul Bustos - Instant
Plumbing Neighbor
Make CM residents more aware
of SLAP program
12/10/2012 n/a n/a
Level 2 application for more
assistance to fix under street
problem
1/4/2013 n/a From the plumber n/a
1/4/2013 Roto Rooter n/a n/a
1/14/2013 Rooter Hero Flyer from CMSD
Thank you very much for the
check!
1/30/2013 n/a Neighbors n/a
1/30/2013 Smith & Sons Smith & Sons City awareness
1/30/2013 n/a plumber n/a
2/1/2013 n/a
My plumber, Gary
Smith Easy clean out.
2/13/2013 S.O.S.Mailer n/a
2/25/2013 Precise Plumbing My Pool Man
Send "Notice" out to
homeowners
2/26/2013 n/a Previous experience n/a
2/27/2013 Rooter Alert city notice n/a
3/8/2013 n/a From the plumber n/a
3/11/2013 n/a Neighbor
Removal of tree planted by City -
I'm on my 3rd sidewalk which is
lifting - also tree is lifting water
meter and cracking street
3/14/2013 n/a City inspector n/a
3/18/2013 Municipal Underground CMSD n/a
3/20/2013 n/a Rescue Rooter
CMSD was very helpful to
prevent the homeowner (me)
from getting ripped off by the
Plumbing Co. Thnx!
3/21/2013 DC Drains DC Drains n/a
3/26/2013 Evans Plumbing
Quarterly newsletter
CMSD n/a
Attachment 1
3/26/2013 Pro Serv Pro Serv
Better awareness of program.
Costa Mesa homes are old and
need help!
4/1/2013 n/a A plumber n/a
4/5/2013 n/a From the contractor n/a
4/11/2013 Scott English Plumbing Promotional info Am so pleased with the program!
4/12/2013 n/a Mail with the bill
Everyone was great. This is the
most seamless transaction I've
had with this city. Thank you very
much, Jim Werner
4/15/2013 Tweedy Plumbing
Plumber advised
possible eligibility
Make application available on
website if not already done
4/17/2013
SOS Plumbing (Garden
Grove)Real estate person n/a
5/7/2013 n/a Contractor n/a
5/7/2013 n/a City of CM/CMSD
When program reimbursements
change mid project, keep cost
structure constant throughout
5/7/2013 n/a
From your workers,
they were very good
to us. Thank you.
5/8/2013 n/a Your rep.
None - everyone was very
professional. Thank you so very
much! 1707 Paloma Drive
5/9/2013 n/a
From Mike Diamond
Plumbing
Think it's a great program and
was extremely grateful for it.
5/10/2013 n/a Contractor n/a
Attachment 1
4 5 N/A Total Cards
5 50 1 58
2 56 58
7 44 7 58
2 54 1 58
7 49 58
8 48 58