KCWA Summer Billing Investigation Statistics as of January 21, 2021:
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SEPTEMBER 2020 BILLING CYCLE (CYCLE A - WARWICK/EAST GREENWICH) - USAGE PERIOD (1⁄2 May-June-July-1⁄2 Aug)*
The total number of bills sent for the September 2020 Warwick/East Greenwich Billing Cycle (Cycle A)
These bills are received by customers in early October for water used (1⁄2May -June-July-1⁄2Aug)
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9,042
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Number of billing inquiries/disputes received from September billing
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0
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OCTOBER BILLING CYCLE (CYCLE B- COVENTRY) - USAGE PERIOD (1⁄2 June-July-Aug-1⁄2 Sept)*
The total number of bills sent for the October 2020 Coventry Billing Cycle (Cycle B)
These bills are received by customers in early November for water used (1⁄2June-July-Aug-1⁄2Sept):
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9,976
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Number of billing inquiries/disputes received from October billing**
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524*
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NOVEMBER BILLING CYCLE (CYCLE C -WEST WARWICK) - USAGE PERIOD (1⁄2 July-Aug-Sept-1⁄2 Oct)*
The total number of bills sent for the November 2020 West Warwick Billing Cycle (Cycle C)
These bills are received by customers in early December for water used (1⁄2July-Aug-Sept-1⁄2Oct):
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8,327
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Number of billing inquiries/disputes received from November billing
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32
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TOTAL KCWA BILLS SENT INCLUDING SUMMER 2020 USAGE
* It takes 2-3 weeks to read meters and up to an additional 2 weeks to check and process the bills.
**All cycle B complaints were received after Nov 5, 2020 Facebook posts with several hundred comments on Coventry, RI Biggest Town in the Smallest State, four Channel 10 prime time reports, two Channel 12 prime time reports, one Channel 6 report, four discussions on Gene Valicenti Radio Show on WPRO, and a half dozen articles written in various local new papers and digital media.
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27345
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Total number of investigations requested to KCWA as of January 21, 2021:
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556
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Total number of investigations completed by KCWA as of January 21, 2021:
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556
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Total number investigated cases of extreme usage ≥ 200% relative to past summers:
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29
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Total number of investigated cases of moderate usage >100% < 200% relative to past summers:
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72
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Total number of investigated cases of reasonable increased usage ≤ 100% > 0% relative to past summers:
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313
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Total number of investigated cases of reduced usage ≤ 0% relative to past summers:
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142
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Average increase in usage on all accounts investigated
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42%
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| Average increased daily use in Gallons Per Day (GPD) on all accounts investigated based on average 100-day usage period |
142 GPD
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Average increased daily use in Gallons Per Minute (GPM)
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0.098 GPM
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Total number of completed investigations where the bill was determined correct:
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539
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Total number of completed investigations where the bill was incorrect1:
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17
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| The total number of KCWA reviewed complaints that filed with RIDPUC for final resolution 1-21-21: |
127 |
| The total number of KCWA reviewed complaints resolved by RIDPUC as of 1-21-21: (bill was determined to be correct and customer satisfied) |
83
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The total number of KCWA reviewed complaints in process with RIDPUC
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44
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Total number KCWA investigations that are in process as of 1-21-21:
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0
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Total number investigations that have not been started as of 1-21-21:
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0
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Percentage of investigated bills found in error to date relative to the whole2:
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0.06%
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Percentage of investigated bills found in error to date3:
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3.0%
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KCWA hours spent on special investigations to date4:
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417
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KCWA production statistics comparing May through Oct for years 2019 and 2020:
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Total production into system May through Oct 2020 in gallons
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1,894,390,000
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Total production into system May through Oct 2019 in gallons
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1,634,100,000
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Total production increase from 2019 to 2020 May through Oct in gallons:
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260,290,000
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1 Manual reading entry errors into billing system by KCWA. Three bills in error were underbilled, not overbilled.
2 This statistic was calculated by taking 17 errors divided by the 27345 bills sent.
3 This statistic was calculated by taking 17 errors divided by the 539 complaints received. There were over 1000 inquiries resolved over the phone not included in this statistic
4 Hours calculated using an average time of 45 minutes per investigation to complete the 8 steps.
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