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Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps
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Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps

Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps

Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps

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Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps
Abstract
Customer Service Agents of water and wastewater utilities have embraced the shift from traditional customer service to online account management. Stormwater utilities, with rate structures that are often based on property characteristics, have the opportunity to take advantage of available technology, such as web-based mapping applications to convey information about stormwater fees to their customers. Creating a public portal for stormwater utility customers to view their property characteristics and fees can have the real benefit of providing basic information to all. However, it also has important, and sometimes unexpected, implications on policy decisions regarding privacy, equity, public feedback, and data management. The considerations described herein should remain at the forefront of decision- and policy-making as this shift to online stormwater fee availability occurs.For an impervious area rate structure, the basis for online stormwater fee maps is two primary pieces of data: the imagery used in determining billable area on a property and the parcel lines that bound each property. In some cases, the orthorectified “official” imagery may be older than, inconsistent with, or of inferior quality compared to other publicly available sources that are unavailable as source data due to copyright law. Digital parcel maps may be inconsistent with deeded lot sizes and shapes, and may not be perfectly aligned with the imagery. Making these data sources publicly available can invite criticism from concerned stormwater utility customers (or others) regarding the fairness of the rate structure, even when in fact from a technical standpoint the approach may be superior. Utility managers must be prepared to defend data quality and make reasoned decisions about what data to display, and at what level of detail.Account management for many water and wastewater utilities is a private or semi-private process, requiring an account number, meter location, or other information to access account characteristics. The map-based quality of a typical stormwater fee lends itself to a less private method of conveying fee information. For several utilities, customers can zoom, pan, and select stormwater information for any property within the service area. While typically only fee information (rather than account or customer information) is available through a web map, there persist several concerns about privacy. Some customers may be averse to having property characteristics such as land cover delineation available for public consumption. The existence of other similar, though less detailed, sources of data somewhat limit this and other privacy concerns, but they should be thoroughly defended within stormwater utility policy.It may seem that the more data made publicly available, the fewer questions utility management will receive regarding fee calculation. However, there is an important point beyond which additional information increases confusion rather than answers questions. Utility managers must strike a balance between sufficiently informative explanations and complicating details. Again, a level of flexibility and exceptional customer service can accommodate the varying needs of utility customers.This presentation will highlight current industry practices regarding online stormwater fee availability and will focus on example cases of stormwater utilities which have been recently deployed. It will provide discussion regarding how publicly available fee information can be a tremendous opportunity for an enhanced customer experience and better stakeholder communication, but that it also carries less anticipated consequences. Participants will leave with direct insight and understanding of issues leadership must address through program development of customer service, data management, public involvement, and the policy framework necessary to support a successful effort.
Customer Service Agents of water and wastewater utilities have embraced the shift from traditional customer service to online account management. Stormwater utilities, with rate structures that are often based on property characteristics, have the opportunity to take advantage of available technology, such as web-based mapping applications to convey information about stormwater fees to their...
Author(s)
Jennifer FittsBlake BornkesselKeith Readling
SourceProceedings of the Water Environment Federation
Document typeConference Paper
PublisherWater Environment Federation
Print publication date Oct, 2014
ISSN1938-6478
DOI10.2175/193864714816100308
Volume / Issue2014 / 1
Content sourceUtility Management Conference
Copyright2014
Word count574

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UMC Proceedings 2014.png
Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps
Abstract
Customer Service Agents of water and wastewater utilities have embraced the shift from traditional customer service to online account management. Stormwater utilities, with rate structures that are often based on property characteristics, have the opportunity to take advantage of available technology, such as web-based mapping applications to convey information about stormwater fees to their customers. Creating a public portal for stormwater utility customers to view their property characteristics and fees can have the real benefit of providing basic information to all. However, it also has important, and sometimes unexpected, implications on policy decisions regarding privacy, equity, public feedback, and data management. The considerations described herein should remain at the forefront of decision- and policy-making as this shift to online stormwater fee availability occurs.For an impervious area rate structure, the basis for online stormwater fee maps is two primary pieces of data: the imagery used in determining billable area on a property and the parcel lines that bound each property. In some cases, the orthorectified “official” imagery may be older than, inconsistent with, or of inferior quality compared to other publicly available sources that are unavailable as source data due to copyright law. Digital parcel maps may be inconsistent with deeded lot sizes and shapes, and may not be perfectly aligned with the imagery. Making these data sources publicly available can invite criticism from concerned stormwater utility customers (or others) regarding the fairness of the rate structure, even when in fact from a technical standpoint the approach may be superior. Utility managers must be prepared to defend data quality and make reasoned decisions about what data to display, and at what level of detail.Account management for many water and wastewater utilities is a private or semi-private process, requiring an account number, meter location, or other information to access account characteristics. The map-based quality of a typical stormwater fee lends itself to a less private method of conveying fee information. For several utilities, customers can zoom, pan, and select stormwater information for any property within the service area. While typically only fee information (rather than account or customer information) is available through a web map, there persist several concerns about privacy. Some customers may be averse to having property characteristics such as land cover delineation available for public consumption. The existence of other similar, though less detailed, sources of data somewhat limit this and other privacy concerns, but they should be thoroughly defended within stormwater utility policy.It may seem that the more data made publicly available, the fewer questions utility management will receive regarding fee calculation. However, there is an important point beyond which additional information increases confusion rather than answers questions. Utility managers must strike a balance between sufficiently informative explanations and complicating details. Again, a level of flexibility and exceptional customer service can accommodate the varying needs of utility customers.This presentation will highlight current industry practices regarding online stormwater fee availability and will focus on example cases of stormwater utilities which have been recently deployed. It will provide discussion regarding how publicly available fee information can be a tremendous opportunity for an enhanced customer experience and better stakeholder communication, but that it also carries less anticipated consequences. Participants will leave with direct insight and understanding of issues leadership must address through program development of customer service, data management, public involvement, and the policy framework necessary to support a successful effort.
Customer Service Agents of water and wastewater utilities have embraced the shift from traditional customer service to online account management. Stormwater utilities, with rate structures that are often based on property characteristics, have the opportunity to take advantage of available technology, such as web-based mapping applications to convey information about stormwater fees to their...
Author(s)
Jennifer FittsBlake BornkesselKeith Readling
SourceProceedings of the Water Environment Federation
Document typeConference Paper
PublisherWater Environment Federation
Print publication date Oct, 2014
ISSN1938-6478
DOI10.2175/193864714816100308
Volume / Issue2014 / 1
Content sourceUtility Management Conference
Copyright2014
Word count574

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Jennifer Fitts# Blake Bornkessel# Keith Readling. Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps. Alexandria, VA 22314-1994, USA: Water Environment Federation, 2018. Web. 14 Oct. 2025. <https://www.accesswater.org?id=-282136CITANCHOR>.
Jennifer Fitts# Blake Bornkessel# Keith Readling. Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps. Alexandria, VA 22314-1994, USA: Water Environment Federation, 2018. Accessed October 14, 2025. https://www.accesswater.org/?id=-282136CITANCHOR.
Jennifer Fitts# Blake Bornkessel# Keith Readling
Program Development & Policy Considerations Surrounding Online Stormwater Fee Maps
Access Water
Water Environment Federation
December 22, 2018
October 14, 2025
https://www.accesswater.org/?id=-282136CITANCHOR