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Statement by LADWP General Manager Marcie Edwards Regarding Ratepayer Advocate’s Review of New Customer Billing System and Lessons Learned Report

Statement by LADWP General Manager Marcie Edwards Regarding Ratepayer Advocate’s Review of New Customer Billing System and Lessons Learned Report
“I want to thank the Ratepayer Advocate for his report on lessons learned from the customer billing system implementation and for his recommendations.  We will review them with our Board in July and I look forward to continued dialogue with the Ratepayer Advocate and with policymakers to consider many of his recommendations. Some are already underway, while others will take further consideration.

I wholeheartedly agree that a stronger organizational structure with appropriate span of authority over customer service, billing, procurement and related functions is advisable.  Toward this end, I recently appointed David Wright as Chief Administrative Officer of the Joint System.  David has over three decades of experience in all aspects of utility management and will directly oversee customer service, information technology, procurement and related functions in this much stronger role.  

Last year, I established an Office of Corporate Performance to lead our industry benchmarking efforts, which are well underway with completion of the first phase of a wide-ranging benchmarking effort completed last March.  This team is committed to continuing its work to identify efficiencies, track our progress, and report on it publicly. 

We have also taken steps to establish the program management office recommended in the Ratepayer Advocate’s report and have requested an exempt position to hire a qualified professional to lead this effort.  

I look forward to continuing to work with the Ratepayer Advocate as we move forward with these and related efforts, and consider all of the recommendations in his report.  At the same time, it is important to remind our customers that LADWP continues to provide exceptionally reliable water and power at rates that continue to be below those of other utilities across the State of California.  We are committed to continue doing so, while also improving wherever possible.”

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