[2.A. Receive a report, hold a discussion, and provide feedback to staff regarding EMS Billing best practices and recommendations. (Staff Presenter: K.T. Freeman, Fire Chief)]

THAT BRINGS US TO SECTION 2 REPORTS AND PRESENTATIONS.

THIS AFTERNOON 2A IS TO RECEIVE A REPORT, HOLD A DISCUSSION, AND PROVIDE FEEDBACK TO STAFF REGARDING EMS BILLING, BEST PRACTICES, AND RECOMMENDATIONS.

THE STAFF PRESENTER THIS AFTERNOON IS KT FREEMAN, FIRE CHIEF, BUT I THINK THAT HE'S GOING TO DO A GREAT JOB AND ROOM FOR A LOT OF INFORMATION.

>> YES [LAUGHTER] THANK YOU, AMANDA.

GOOD AFTERNOON, TRANSITIONING TO GOOD EVENING, MAYOR AND COUNCIL, KT FREEMAN, FIRE CHIEF.

WE DO HAVE A VERY, I THINK, EXCITING OPPORTUNITY HERE TONIGHT THAT I'M GOING TO HAND THE MIC OVER IN JUST A MOMENT TO RACHAEL WILLIAM WHO Y'ALL HAVE MET BEFORE, SHE PRESENTED LAST MONTH.

BUT SHOULD WE BE GOING OVER THE MAJORITY OF OUR PRESENTATION TONIGHT.

TONIGHT THERE'S NOT GOING TO BE ANY ACTION ITEM REQUESTED OF YOU.

WHAT WE WANT TO DO TONIGHT IS GIVE YOU A HIGH-LEVEL OVERVIEW AND THEN ALSO GET SOME GRANULAR, SOME POLICY DECISIONS THAT WE'RE GOING TO BE SEEKING DIRECTION FROM YOU.

WE'RE GOING BE LOOKING AT A FEE SCHEDULE, WHAT A FEE SCHEDULE IS, HOW IT'S MADE UP, WHAT OTHER CITIES ARE LOOKING LIKE AS FAR AS OUR FEE SCHEDULE SOME COMPARISONS.

THEN GETTING DOWN AGAIN SOME GRANULAR THINGS ABOUT REIMBURSEMENT CONSIDERATION.

TONIGHT IS GOING TO BE A GREAT OPPORTUNITY FOR US TO GO BACK TO WHAT WE SAID BEFORE.

WE WANT TO BE BURLESON-CENTRIC, AND THIS IS OUR OPPORTUNITY TO FOLLOW THE COUNCIL'S LEAD AS WE MOVE INTO OUR BILLING PORTION OF OUR FIREBASE EMS. WITH THAT, I'M GOING TO TURN THE MICROPHONE OVER TO RACHAEL, AND AT ANYTIME, YOU HAVE A QUESTION FOR ME, AND OF COURSE, RACHAEL AS WELL, BUT I'LL BE UP HERE TO ANSWER YOUR QUESTIONS AND THEN AT THE END I'LL COME BACK UP AND CLOSE THIS OUT AND WE'LL BE LOOKING AT WHERE WE'RE GOING TO GO FROM HERE.

THANK YOU VERY MUCH. RACHAEL?

>> THANK YOU, MAYOR AND COUNCIL FOR THE OPPORTUNITY TO VISIT WITH YOU AGAIN.

I'M EXCITED THAT YOU HAVE MADE THE CHOICE TO RUN YOUR OWN EMS AGENCY AND HOPE THAT OUR CONVERSATION MAKES YOU FEEL CONFIDENT IN THE DECISIONS THAT YOU CAN MAKE REGARDING SPECIFICALLY OUR FEE SCHEDULES AND THE REIMBURSEMENT PROCESS.

JUST AS A LITTLE BACKTRACKING OF WHERE WE'VE COME FROM.

THE CITY OF BURLESON ELECTED TO CHOOSE THE LARGEST EMS BILLING PARTNER IN THE STATE OF TEXAS, FOUNDED IN 2006 BY CHRISTOPHER TURNER WHO HAD SERVED SEVERAL YEARS AS THE CFO OF CAREFLIGHT, SAW THAT THERE WAS A SIGNIFICANT OPPORTUNITY IN TEXAS FOR PATIENTS TO BE PROTECTED AND EMS AGENCIES TO BE REIMBURSED FOR THE SERVICES THAT THEY PROVIDE.

THAT'S WHERE WE'RE COMING FROM THROUGH THE PROCESS OF AN RFP.

EMERGICON WAS SELECTED AND SO WE'RE EXCITED TO BE YOUR PARTNER AND OFFER YOU SOME OF OUR BEST PRACTICES THAT WE'VE GAINED AS WE SERVE SEVERAL AGENCIES IN TEXAS.

YOU WILL BE SUPPORTED AS HAVING CHOSEN US BY A TEAM.

I'M JOINED THIS EVENING BY YOUR ACCOUNT MANAGER, BRITNEY FLEMING.

NOT IN ATTENDANCE TONIGHT, BUT WILL BE VISITING ON THE MARCH 20TH.

COUNCIL MEETING WILL BE YOUR CLIENT SUCCESS MANAGER, SIERRA BRADLEY.

THESE TWO ARE COMMITTED TO THE SUCCESS OF BURLESON EMS FOR THE LIFETIME OF OUR PARTNERSHIP.

YOUR FOCUS NOT ONLY ON STRATEGIC DECISION-MAKING AND MAKING SURE THAT YOU KNOW WHAT'S GOING ON IN YOUR AGENCY, BUT HELPING YOU FIND WAYS AND TRENDS AS HEALTH CARE CHANGES GENERALLY.

WE STAY AHEAD OF THOSE THINGS AND MAKE SURE THAT YOU KNOW WHAT IS BEST FOR YOUR CITIZENS.

YOUR ONBOARDING LIAISON WHO WILL BE HOLDING THE HAND OF

[00:05:02]

THE COUNCIL AND HAS HELPED IN THE PREPARATION OF THIS PRESENTATION, MAKING SURE THAT ALL OF YOUR DECISIONS ARE DOCUMENTED, EXECUTED ON THE EMERGICON SIDE, IT'S KASSI HIGH AND I'M RACHAEL WILLIAM, THE VICE PRESIDENT OF CLIENT SERVICES.

HAVE THE BLESSING OF WORKING WITH ALL OF YOU AND ALL OF THEM.

FOR YOUR CONSIDERATION THIS EVENING, WE WILL BE TALKING ABOUT A FEE SCHEDULE.

IF THAT IS NOT FAMILIAR TERMINOLOGY, DON'T WORRY.

IN NEXT 10-15 MINUTES, YOU'LL BE VERY COMFORTABLE WITH IT.

WE'LL ALSO TALK ABOUT REIMBURSEMENT CONSIDERATIONS.

HEALTH CARE FINANCE IS SIGNIFICANTLY DIFFERENT THAN PERSONAL FINANCE OR PERHAPS EVEN GOVERNMENTAL FINANCE, SO I WANT YOU TO BE COMFORTABLE THERE AS WELL.

THEN WE'LL TALK ABOUT SOME OF THOSE THINGS YOU CAN CONSIDER.

AGAIN, NO ACTION NECESSARY THIS EVENING, BUT WHAT SPECIFICALLY WOULD WE LIKE YOU TO THINK ABOUT AND PROVIDE FEEDBACK ON.

IF AT ANY TIME FEEL FREE TO INTERRUPT ME, I GET A LITTLE CONVERSATIONAL SO JUST LET ME KNOW IF YOU WANT TO TALK ABOUT SOMETHING. A FEE SCHEDULE.

THE PURPOSE OF A FEE SCHEDULE IS TO FIND THE RIGHT BALANCE BETWEEN GETTING THE MAXIMUM REIMBURSEMENT FROM COMMERCIAL INSURANCE AND BALANCING NOT BEING ABUSIVE TO PATIENTS WHO DON'T HAVE COVERAGE AND THERE IS A BALANCE THAT CAN BE STRUCK THERE.

TOO WEAK OF A FEE SCHEDULE, AND WE'LL TALK ABOUT SPECIFIC EXAMPLES OF THIS, SO YOU DON'T HAVE TO GUESS.

SHORT CHANGES THE AGENCY, LIMITING CHOICES THAT THEY CAN MAKE ABOUT PERSONNEL, EQUIPMENT, AND APPARATUS.

BUT TOO STRONG OF A FEE SCHEDULE CAN BE ABUSIVE.

I THINK YOU MIGHT'VE HEARD SOME OF THOSE STORIES FROM SOME OF THE RESIDENTS WHO MAY BE EXPERIENCED A PREVIOUS CARRIER.

WE'LL TALK ABOUT SOME OF THOSE THINGS AS WE GO.

THERE ARE SEVERAL COMPONENTS TO A FEE SCHEDULE, THIS IS THE NITTY GRITTY.

IT IS MORE DESIGNED TO BE A REFERENCE FOR YOU SO WE'RE NOT GOING TO HANG OUT HERE A LOT.

BUT AS WE LOOK AT THE DIFFERENT PRICES THAT ARE WITHIN THE FEE SCHEDULE, THEY WILL BE DEFINED AS THESE BASE RATES AND VARIABLE COSTS.

ALS, OR ADVANCED LIFE-SAVING, INDICATES THE DIFFERENT INTERVENTIONS AND THE CRITICALITY OF THE PATIENT THAT IS TRANSPORTED.

EMERGENT MEANS THAT IT WAS AN EMERGENCY TO GET THEM TO A MORE STABILIZED PLACE.

ADVANCED LIFE SUPPORT TOO IS ANOTHER TYPE OF TRANSPORT THAT'S HOW AND WHAT HAD TO HAPPEN TO GET THE PATIENTS SAFELY TO THE EMERGENCY ROOM.

BASIC LIFE SUPPORT IS AN ADDITIONAL OPTION FOR WHAT CAN HAPPEN IN A TRUCK WHEN A PATIENT IS BEING TRANSPORTED AND THESE ARE ALL INDICATED TO THE BILLING COMPANY THROUGH THE PATIENT CARE REPORT THAT IS WRITTEN BY THE EMS CREW IN TRANSPORT.

BASED ON THE MEDICATIONS THEY ADMINISTER, THE SERVICES THAT THEY PROVIDE, THAT IS WHAT TELLS THE BILLING COMPANY WHICH OF THESE LEVELS THE FEE SCHEDULE SHOULD BE APPROACHED TO TIE THOSE TWO TOGETHER.

SPECIALTY CARE TRANSPORTS ARE TYPICALLY TRANSFERS FROM A FACILITY TO A FACILITY.

FOR INSTANCE, IF A PATIENT GOES TO THEIR CLOSEST EMERGENCY ROOM, BUT THAT HOSPITAL DOES NOT HAVE THE ABILITY TO CARE FOR THEIR SPECIALTY CRITICAL NEEDS, SO AN AMBULANCE WILL TAKE THEM, STABILIZE THEM, AND GET THEM TO THAT HIGHER LEVEL OF CARE.

ADDITIONAL COMPONENTS OF THE FEE SCHEDULE ARE WHAT WE HAVE BUNDLED AS DISPOSABLES, BOTH FOR THE ADVANCED LIFE SUPPORT AND THE BASIC LIFE SUPPORT BECAUSE THERE ARE DIFFERENT TYPES OF INTERVENTIONS BASED ON THE CRITICALITY OF THE TRANSPORT, WE BUNDLE THOSE.

WHEN WE GET INTO WHAT EMERGICON HAS LEARNED ABOUT HOW DIFFERENT PAYERS PAY, WE'LL TALK ABOUT WHY WE BUNDLE THEM.

IF YOU'VE EVER SEEN WHAT USED TO BE SPECIFICALLY BEFORE THE AFFORDABLE CARE ACT CAME OUT, HEALTH CARE PROVIDERS COULD CHARGE FOR A BAND-AID AND AN ASPIRIN A LONG ITEMIZED CHARGES.

THIS IS NOT THE WAY THAT HEALTH CARE FINANCE WORKS ANYMORE, AND SO WE'VE BUNDLED THESE FEES IN ORDER TO HELP THE PAYERS UNDERSTAND WHAT WE'RE WORKING WITH AND GET THEM PAID MORE EFFECTIVELY.

FEE SCHEDULES ALSO INCLUDES RATES FOR OXYGEN AND MILEAGE.

THERE IS A PER MILE FEE ASSOCIATED.

NOW, IF YOU'VE EVER WORKED IN HEALTH CARE OR BEEN CLOSE TO SOMEONE WHO DOES, YOU KNOW THAT THERE MAY BE PEOPLE WHO ARE FREQUENT FLYERS, PEOPLE WHO WILL CALL, AND IT MAY NOT NECESSARILY BE AN EMERGENT SITUATION, BUT THEY DON'T HAVE ANOTHER ALTERNATIVE.

THEY CALL 911 TO GET SOME HELP AND THEY ELECT NOT TO GO TO THE EMERGENCY ROOM.

WELL, YOU STILL SEND A CREW, YOU STILL SEND A TRUCK.

WE DO PRESENT A FEE FOR TREATMENT, NO TRANSPORT IN VERY SPECIFIC CASES SO THAT FOR THOSE PATIENTS AND RESIDENTS THAT WE ARE SERVING, WE'RE MAKING SURE WE'RE GETTING SOME REIMBURSEMENT EVEN IF IT IS THEIR ONLY OPTION.

ALL THAT OKAY? WAS A LITTLE DRY SO WE'RE GOING TO KEEP MOVING.

EACH EMS AGENCY IS ALLOWED TO SET THEIR OWN RATES,

[00:10:04]

THAT'S WHY THIS IS AN IMPORTANT CONSIDERATION FOR THE CITY OF BURLESON BECAUSE YOU CAN CHOOSE WHAT YOU CHARGE.

GOVERNMENTAL PAYERS WILL PAY WHAT THEY LEGISLATE.

THERE'S NOTHING MORE THAT THEY WILL PAY.

MEDICARE SAYS AN ALS, EMERGENT TRANSPORT IS WORTH $540, AND NO MATTER WHAT YOU PAY, WHAT YOU CHARGE, THAT'S WHAT THEY WILL PAY.

YOU MIGHT THINK, WELL, WHY DON'T WE JUST CHARGE WHAT MEDICARE WILL PAY AND LEAVE THAT AT THAT? BECAUSE YOU'D BE LEAVING MONEY ON THE TABLE FROM THOSE CITIZENS AND PATIENTS WHO HAVE COMMERCIAL INSURANCE, WHO GET INSURANCE THROUGH THEIR WORK OR THEY HAVE OTHER COVERAGES.

ALL OF THOSE COMMERCIAL INSURANCE PAYERS PAY BASED ON THEIR POLICIES.

IF YOU'VE EVER GONE FROM ONE JOB TO ANOTHER, YOU KNOW THAT COMMERCIAL INSURANCE CAN VARY WIDELY FROM PROVIDER TO PROVIDER.

WE WANT TO MAKE SURE THAT THE BALANCE OF THE FEES YOU'RE CHARGING CAPTURE THE REVENUE FROM THOSE PAYERS KNOWING THAT WE CAN'T DO ANYTHING ABOUT WHAT THE GOVERNMENT'S GOING TO PAY.

WELL DESIGN FEE SCHEDULES AND WHAT WE'LL PRESENT TO YOU, SO YOU DON'T HAVE TO GUESS, CATCHES THAT BALANCE.

MAKE SURE THAT COMMERCIAL INSURANCE REIMBURSES BURLESON EMS FOR WHAT IT DOES WITHOUT BEING ABUSIVE TO PATIENTS.

THIS IS A LOT OF NUMBERS, BUT IT'S NECESSARY FOR A RELEVANT COMPARISON.

WHAT WE HAVE CAPTURED HERE ARE FEE SCHEDULES AND YOU SEE AT THE TOP, THOSE ARE THOSE DIFFERENT CATEGORIES BASED ON THE CRITICALITY OF THE TRANSPORT AND THE DIFFERENT DISPOSABLES AT THE TOP ACROSS THE CITIES.

EVERY CITY LISTED HERE, EXCEPT FOR MEDSTAR, IS SERVED BY EMERGICON.

WE KNOW THIS BECAUSE THIS IS WHAT WE WORK WITH.

YOU'LL SEE ACROSS, THAT THERE ARE SOME AGENCIES WHO DON'T CHARGE FOR EVERYTHING AND THAT'S THEIR CHOICE.

WE WORK WITH THEM STILL.

THEY CHARGE VARYING RATES, SOME HIGHER IN THE MIDDLE SOME HIGHER ON THE ENDS.

ALL THAT'S ALL RIGHT. WE WORK WITH THEM AND THE DECISION THAT THEIR COUNCIL MAKES IS WHAT WE IMPLEMENT.

NOW, WE HAVE CREATED BASED ON WHAT WE KNOW OF YOUR DEMOGRAPHICS, BASED ON WHAT WE KNOW OF YOUR SURROUNDING CITIES, AND WHAT WE KNOW ABOUT THE PAYER MIX IN YOUR AREA A RECOMMENDED FEE SCHEDULE.

GO AHEAD AND SNEAK AHEAD TO THE BOTTOM.

THIS IS ONE OF THE CHOICES WE'LL ASK YOU TO MAKE WHEN WE COME BACK FOR DECISIONS.

THE PROPOSED FEE SCHEDULE IS THERE ON THE LEFT.

THERE ARE CAVEATS IN THE BULLETS UNDERNEATH THE PROPOSED FEE SCHEDULE.

WE RECOMMEND APPLYING THIS FEE SCHEDULE ACROSS BOTH RESIDENTS AND NON-RESIDENTS.

WE RECOMMEND APPLYING A TNT FEE THAT WHEN A PATIENT CALLS AND THEY'D LIKE NOT TO GO TO THE EMERGENCY ROOM, BUT THEY STILL GET SOME TREATMENT AT THEIR HOME OR WHEREVER THEY'VE CALLED FROM IF CERTAIN INTERVENTIONS ARE PERFORMED.

WE ALSO HAVE BUILT THIS RECOMMENDED FEE SCHEDULE FOR THE CITY OF BURLESON TO ALIGN WITH THE CASH COLLECTIONS THAT WERE PROJECTED OUT OF THE AGENCY WORK THAT WAS DONE BEFORE THE RFP SAYING THAT $1.6 MILLION COULD BE COLLECTED FOR THIS SERVICE.

THAT'S HOW WE BUILT THIS.

FOR AN IMMEDIATE COMPARISON, THE FEE SCHEDULE ON THE RIGHT IS WHAT MEDSTAR CHARGED DURING ITS CONTRACT WITH THE CITY OF BURLESON.

YOU CAN SEE IMMEDIATELY THAT YOUR CITIZENS ARE BENEFITING FROM A MORE APPROPRIATELY ADJUSTED AND BALANCED FEE SCHEDULE.

WE KNOW THAT THIS WILL GET THE REIMBURSEMENT FROM THE COMMERCIAL PAYERS THAT WE'RE SEEKING.

I'LL SUMMARIZE AT THE END OF THE PRESENTATION ALL THE CHOICES, BUT THIS WILL BE ONE WE'LL ASK YOU TO MAKE IN THE COMING WEEKS.

ANY QUESTIONS ABOUT FEE SCHEDULES?

>> YES, MA'AM.

>> YES, SIR.

>> I WANT TO MAKE SURE I'M CLEAR ABOUT THIS.

YOU MENTIONED THE FACT THAT MEDICARE PAID, I BELIEVE IT WAS 500 AND SOMETHING DOLLAR.

LET'S SAY WE GET INTO THIS SITUATION AND OUR SENIOR CITIZEN IS TAKEN, AND NOW WE HAVE THIS, $1,600 ARE THEY ONLY RESPONSIBLE FOR WHAT MEDICARE PAYS OR DO THEY HAVE TO COME UP WITH THE DIFFERENCE?

>> THAT'S AN EXCELLENT QUESTION.

WE WILL TALK MORE ABOUT THIS TERM OF BALANCED BILLING.

>> OKAY.

>> BUT WHEN A PATIENT HAS MEDICARE OR MEDICAID COVERAGE, NO BALANCE CAN BE FORWARDED TO THAT INDIVIDUAL.

IT HAS TO BE WRITTEN OFF.

>> OKAY.

>> WE'LL TALK ABOUT THAT MORE SPECIFICALLY.

>> HOLD ON ONE MORE SECOND THERE.

>> OF COURSE.

>> IF YOU WRITE THAT OFF, IS THERE A CREDIT IN JEOPARDY ON THAT? ARE THEY TURNED OVER TO ANY AGENCY?

[00:15:01]

>> NO, SIR.

>> OKAY.

>> WE'LL ALSO TALK ABOUT THE COLLECTION PROCESS. WE'LL TALK ABOUT THAT TOO.

>> OKAY. I WANT TO MAKE A POINT HERE.

>> YES, SIR.

>> I'M A SENIOR CITIZEN.

THE THING ABOUT IT IS, I WANT TO MAKE SURE THAT WE DON'T GET IN A SITUATION WHERE A SENIOR CITIZEN WITH GOOD CREDIT IS REPORTED BECAUSE THEY SIMPLY CAN'T PAY THE DIFFERENCE.

NOW THEIR CREDIT IS WRECKED AND THEY'RE IN TROUBLE, ESPECIALLY WHEN IT COMES TO TRYING TO PAY HOME INSURANCE, THINGS LIKE THAT.

I KNOW YOU'LL EXPLAIN, BUT I SURELY WANT TO GET THAT STRAIGHT.

>> YES, SIR. ABSOLUTELY. ONE OF THE REASONS I WORK FOR EMERGICON, IN THIS INDUSTRY IN PARTICULAR, IS BECAUSE WE TAKE DIRECTIVES CONSTANTLY FROM THE CITIES WE PARTNER WITH.

OUR POLICIES AND THE THINGS WE ASK YOU TO MAKE DECISIONS ON SHOULD NEVER LEAD YOUR CITIZEN TO THAT SITUATION THAT YOU DESCRIBED. I'LL TELL YOU HOW.

BUT SHOULD SOMETHING HAPPEN, HUMAN ERROR, ALL WE HAVE TO DO IS GET A CALL TO SAY, TAKE CARE OF THIS IN THE LAWFUL WAY, WHETHER THAT IS REDUCING THE BALANCE, WRITING IT OFF AS A DECISION FROM THE CITY.

YOUR CITIZENS WILL BE PROTECTED.

BUT POLICY-WISE, DEFINITELY, BUT ALWAYS, WE'RE WITH PEOPLE.

>> CAN WE GO BACK TO THE FEE SCHEDULE RECOMMENDATION SLIDE.

>> OF COURSE.

>> FOR A SECOND, PLEASE? WHEN YOU SAY WE RECOMMEND APPLYING A TNT FEE WHEN AN ALS INTERVENTION IS PERFORMED WHERE YOU HAVE THE 175 LISTED, THAT WOULD ONLY BE IN THE EVENT THAT ADVANCED LIFE-SAVING WAS ISSUED TO SOMEONE WHO CHOOSES NOT TO BE TRANSPORTED.

NOT IF I DECIDED I'M GOING TO TAKE MYSELF BECAUSE THIS RISE IS PROBABLY GOING TO COST ME A PRETTY PENNY.

BUT THEY DIDN'T REALLY DO ANYTHING OTHER THAN CHECK MY BLOOD PRESSURE OR DO A GENERAL TRIAGE.

YOU WOULDN'T CHARGE IT IN THAT INSTANCE?

>> THAT IS OUR RECOMMENDATION.

IT IS THE CHOICE OF THE CITY TO ONE EXTREME, APPLY A TNT CHARGE EVERY TIME THE TRUCK ROLLS TO NEVER EVER.

WE RECOMMEND MEETING IN THE MIDDLE.

IF THE MEDICS WHO HAVE BEEN TRAINED ARE USING THEIR SKILLS OVER AND ABOVE WHAT ANY NORMAL CITIZEN COULD DO, WE RECOMMEND THAT THE AGENCY BE REIMBURSED FOR THAT AT A REASONABLE RATE.

>> SOMETHING THAT GIVES ME PAUSE IS THAT SIMILAR TO WHAT MR. JOHNSON WAS SAYING I WORKED FOR MEALS-ON-WHEELS AND WE WERE VERY FAMILIAR WITH OUR FREQUENT FLYER INDIVIDUALS THAT SOMETIMES JUST REACHED OUT BECAUSE THEY WANTED SOME TYPE OF INTERACTION AND JUST FELT LIKE, I STAMPED MY TOE, BUT I JUST REALLY ENJOY THE COMPANY, THE FIREFIGHTERS THAT COME OUT AND CHAT WITH ME AND THEY CHECK ME OVER AND THEY MAKE SURE I'M OKAY AND THEN THEY GO ON THEIR WAY.

THOSE ARE INSTANCES WHEN I DON'T WANT TO SADDLE THAT SENIOR CITIZEN OR THAT PARTICULAR INDIVIDUAL WITH UNNECESSARY BILL.

>> CERTAINLY YOU WOULDN'T WANT IT TO CONTINUE [OVERLAPPING].

>> BECAUSE WE DON'T CHARGE THEM NOW.

WHEN A SQUAD GOES OUT AND ANSWERS ONE OF THOSE CALLS, IT'S MRS. SMITH, MRS. JOHNSON'S ANT BITE FOR THE UMPTEENTH TIME.

WE CHECK HER VITALS AND SHE'S OKAY AND SHE CAN PROBABLY GO ON JUST TAKE HER ASPIRIN OR TAKE WHATEVER IT IS AND SHE'LL BE OKAY.

>> EXCELLENT DISCUSSION.

I THINK THIS IS ONE OF THE GREAT ADVANTAGES OF BEING THE BURLESON-CENTRIC INTO YOUR POINT COUNCIL MEMBER JOHNSON AND COUNCIL MEMBER JOHNSON.

GIVE YOU A COUPLE OF SPECIFICS THAT I KNOW EVERYBODY CAN RELATE TO.

WE WOULD NOT IF ADOPTED THE TNT, A GOOD EXAMPLE WOULD BE IF WE HOOK SOMEBODY UP ON A 12 LEAD AND WE RAN AN EKG, MORE ADVANCED CARE AND TREATMENT AND THEY DID NOT TRANSPORT OR WE WERE THERE AND SAID THEY WERE DIABETIC AND WE HAD TO ADMINISTER SOME MEDICINES.

THEN THAT'S WHERE THIS WOULD APPLY, THAT GOING THERE, DOING OUR NORMAL CHECK, SPENDING TIME WITH THEM, BLOOD PRESSURE, WE WOULD HAVE TO GET INTO WHAT WE CALL THE ADVANCED LIFE SUPPORT TREATMENT, ACTUAL TREATMENT WITHOUT TRANSPORTING BEFORE THIS WOULD COME INTO PLAY. YOU'RE WELCOME.

>> MY OTHER QUESTION IS THE LAST BULLET POINT WHERE IT SAYS THE SCHEDULE WAS DESIGNED BECAUSE, HOW DO YOU COME UP WITH THESE NUMBERS WHILE YOU'RE COMPARING THEM TO WHAT MEDSTAR CURRENTLY HAS PROPOSED AS A FEE SCHEDULE.

THAT'S NOT THE ONLY THING I WANT TO HAVE AS A COMPARISON AS FAR AS WELL, IT'S BETTER THAN THAT.

IT'S BETTER THAN WHAT WE CURRENTLY HAVE.

HOW DO YOU DETERMINE WHAT'S A GOOD FIT FOR ALS? ESPECIALLY WHEN LOOKING AT THE COUPLE OF SCREENS AGO WHEN WE'RE LOOKING AT SURROUNDING COMMUNITIES THAT CHARGE 750 FOR THAT ALSE AND THEN WHAT WE'RE CONSIDERING, 1,600.

HOW DO YOU MAKE THAT ARGUMENT?

[00:20:04]

>> I WANT TO MAKE SURE IT'S NOT JUST SO WE HIT THIS PROJECTED CASH COLLECTION.

>> ABSOLUTELY. CERTAINLY. THE BALANCE IS THE ACCOUNT TEAMS THAT WE INTRODUCE AT THE BEGINNING.

EVERY CLIENT HERE HAS A PARTNER AND WE ARE ACTIVELY HAVING THE CONVERSATION WITH MANSFIELD AND CROWLEY BECAUSE OTHER AGENCIES ARE EARNING BETWEEN $1,000 AND $1,300 PER COMMERCIAL INSURANCE RUN BECAUSE THEY CHARGE THOSE HIGHER RATES.

WHEREAS MANSFIELD AND CROWLEY WILL NEVER MAKE MORE THAN $753 OR $855 FROM A COMMERCIAL INSURANCE, FROM AN AETNA, FROM A BLUE CROSS BLUE SHIELD.

BECAUSE THEY'RE NOT CHARGING HIGH ENOUGH SO THAT EVEN IF THOSE COMMERCIAL INSURANCE POLICIES WILL PAY FOR EMERGENT CARE OR WILL PAY FOR PRE-HOSPITAL CARE.

IF WE DON'T CHARGE BLUE CROSS BLUE SHIELD [OVERLAPPING] WERE NOT CAPTURING IT.

>> I UNDERSTAND THAT POINT, BUT ALSO FROM MY PERSPECTIVE, I DIDN'T MAKE THE DECISION TO GO TOWARD CITY-BASED EMS SERVICE TO MAKE MONEY.

>> OF COURSE NOT.

>> [OVERLAPPING] AND I CERTAINLY DON'T WANT TO PUT OUR CITIZENS IN A SITUATION WHERE WE MAKE IT EVEN APPEAR AS THOUGH, I COMPLETELY UNDERSTAND WE NEED TO, THERE'S COST AND THERE WILL BE ADVANCEMENTS IN MEDICINE THAT WE'LL HAVE TO CONTINUALLY ADAPT WITH AND WE'LL NEED NEW EQUIPMENT.

I UNDERSTAND WE NEED TO PLAN ACCORDINGLY, BUT I JUST WANT TO MAKE SURE AT LEAST FROM MY PERSPECTIVE, I'M NOT MAKING ANY DECISIONS BASED ON, I WANT THE PERSON WHO DOES HAVE INSURANCE TO HELP US MAKE SOME MONEY.

I DON'T WANT TO PENALIZE SOMEBODY FOR HAVING INSURANCE.

THEN A LOT OF TIMES SOME OF THOSE INSURANCES ARE THE DICKENS, YOU HAVE A $5,000 COPAY.

THEN YOU STILL COME OUT OF POCKET FOR SOME OF THIS STUFF.

THERE'S SO MANY LITTLE NUANCES TO LOOK AT AND IT JUST MAKES ME MAKE SURE I HAVE THE WHOLE PICTURE BEFORE I MAKE ANY [OVERLAPPING]

>> WE WILL TALK ABOUT AS WE BEGAN TO SPEAK ABOUT BALANCED BILLING, WE'LL TALK ABOUT THAT CONCEPT AND HOW IT PLAYS INTO THE PROJECTED FEES.

A COUPLE OF POINTS, JUST ABOUT THAT BULLET SPECIFICALLY.

IT WAS NOT A MERGER KAHN WHO PROPOSED THAT EARNINGS IF THE CITY WENT WITH EMS. HOWEVER, WE DO, BASED ON OUR DEEP DATASET ACROSS TEXAS, FEEL CONFIDENT IN OUR ABILITY TO PROJECT EARNINGS GIVEN YOUR PAYER MIX, THE PERCENTAGE WHICH WE'LL TALK ABOUT TO THE PERCENTAGE OF YOUR CITY WHO HAS MEDICARE, WHO HAS MEDICAID, WHO HAS COMMERCIAL INSURANCE, AND WHO HAS NO COVERAGE AT ALL, AND HOW THOSE DIFFERENT GROUPS CONTRIBUTE TO ALL OF THE REIMBURSEMENT.

I PLACED THAT BULLET HERE TO LET YOU KNOW THAT WE ARE CONNECTED TO YOUR ENTIRE CONVERSATION, THAT WE HAVE TAKEN ANOTHER GROUP'S WORK INTO CONSIDERATION AS WE'RE BUILDING OUR RECOMMENDATIONS FOR YOU.

IT IS RARE THAT AN EMS AGENCY OPERATES IN THE BLACK.

IT IS RARE, OFTEN, ESPECIALLY IN TEXAS.

REIMBURSEMENT FOR EMS CARE IS PROVIDED TO THE GENERAL FUND BECAUSE IT IS NOT A EVEN, IT COSTS THIS MUCH TO DO IT AND YOU GET PAID BACK THIS MUCH.

IT'S HEALTHCARE REIMBURSEMENT, NOT CITY FINANCE, AND SO OFTEN BECAUSE IT WON'T DIRECTLY COVER SEVERAL CITIES WHO CHOSEN TO PUT THESE FUNDS THAT ARE REIMBURSED INTO THE GENERAL FUND AND THEN YOU JUST PAY FOR EMS. BUT AS FAR AS IT BEING A CASH COW FOR THE CITY, IT IS UNLIKELY THAT IS POSSIBLE SIMPLY BECAUSE MEDICARE AND MEDICAID WILL BE MORE THAN HALF OF ANY CITY IN TEXAS REIMBURSEMENT, AND THEY WILL NEVER PAY WHAT IT ACTUALLY COSTS TO RUN EMS. EXCELLENT QUESTION SO, AND THAT'S WHY WE PUT THAT SPECIFICALLY AND WE WANT YOU TO FEEL CONFIDENT IN ALL OF THE ADVICE THAT YOU'VE GOTTEN AND WANT TO SUPPORT YOUR CHOICES TO GO INTO EMS FOR THE CITY.

THAT'S WHY WE PUT THAT. GOOD. ANYBODY ELSE? LET US PROCEED, SO REIMBURSEMENT CONSIDERATION.

NOW WE'VE TALKED ABOUT THE FEE SCHEDULE, THIS IS WHERE WE OFTEN START WITH THE EMS FINANCIAL PROCESS.

EMERGICON IS DIFFERENT IN THE EMS BILLING INDUSTRY AND THAT WE ACTUALLY HAVE HUMANS WHO READ THE PATIENT CARE REPORT TO HELP IDENTIFY THE PEOPLE THAT YOU TRANSPORTED TO THE FACILITIES THAT YOU TRANSPORTED THEM TO, AND WE ACTUALLY HAVE RELATIONSHIPS AT THOSE FACILITIES.

IF IT'S A CRITICAL SITUATION AND THEY DON'T HAVE TIME TO CONNECT THE PATIENT, CONNECT THE INSURANCE, WE HAVE THE RELATIONSHIPS TO GO BEHIND AND

[00:25:03]

DO THAT WORK SO THAT THEY CAN GO SAVE MORE LIVES.

OUR COMPETITORS OFTEN USE SCANNING TECHNOLOGY TO PICK THE FEES THAT SHOULD BE ASSESSED, AND CHARGE THE BILLS OUT THAT WAY, RESULTING IN SIGNIFICANTLY HIGHER DENIALS AND SIGNIFICANTLY MORE PATIENT CONFUSION.

BECAUSE WE FOCUS ON A HUMAN-CENTRIC, ACTUALLY PEOPLE READING AND KNOWING THE CITY, YOU WILL HAVE AN ENTIRE OPERATIONAL TEAM DEDICATED THE CITY OF BURLESON, WE FIND THAT WE ARE MORE ACCURATE IN IDENTIFYING THE PATIENT, MORE ACCURATE IN IDENTIFYING THEIR COVERAGE, SO THAT PATIENTS VERY RARELY IF EVER GET BILLS THAT THEY SHOULD NOT HAVE SEEN.

NOW WE'LL TALK ABOUT THE GROUPS OF PAYERS AND THEIR BEHAVIOR WHAT WE KNOW ABOUT.

GOVERNMENTAL PAYERS ARE WHAT WE CALL MEDICARE AND MEDICAID, AND ACROSS THE STATE OF TEXAS, THEY ARE 50 PERCENT OR BETTER OF THE GROUPS THAT PAY BACK INTO EMS. WE PROJECT BASED ON THE CITIES THAT WE KNOW AROUND YOU AND YOUR CITIES DEMOGRAPHICS, ABOUT 64 PERCENT OF YOUR REIMBURSEMENT WILL COME FROM MEDICARE AND MEDICAID.

THAT IS IMPORTANT BECAUSE WE KNOW THAT THE FEE SCHEDULE DOESN'T NECESSARILY AFFECT THEIR REIMBURSEMENT, SO 64 PERCENT WILL BE PAYING WHAT THEY'VE AGREED TO PAY.

FOR BALANCING THE BOOKS, FOR THOSE OF YOU WHO ARE INTO ACCOUNTING, LEGALLY, ANYTHING THAT IS DIFFERENT FROM THE FEE WE CHARGE TO THE 1,600 MINUS THE 540 THAT MEDICARE PAYS HAS TO BE WRITTEN OFF IN A CONTRACTUAL ALLOWANCE.

THAT IS PART OF OUR RECORD-KEEPING AND THE MONEY BETWEEN WHAT OFFICE SAYS AND WHAT IS PAID BY A GOVERNMENTAL PAYER IS WRITTEN OFF INTO A BUCKET CALLED CONTRACTUAL ALLOWANCE.

CONTRACTUAL ALLOWANCES DON'T CHASE CITIZENS.

TO YOUR POINT ABOUT IF THE WRITE-OFF WOULD GET THEM IN TROUBLE WITH THEIR CREDIT, ANYTHING THAT IS BUILT TO A GOVERNMENT AGENCY, THAT DIFFERENCE IS WRITTEN OFF AS JUST SOMETHING WE UNDERSTAND WHEN WE BUILD THE GOVERNMENT.

THE SECOND GROUP OF PAYERS, SO WE'VE GOT MEDICARE AND MEDICAID IN GOVERNMENTAL THEN WE'LL TALK ABOUT COMMERCIAL INSURANCE.

BASED ON YOUR POPULATION, WE PREDICT ABOUT 23 PERCENT OF THE REVENUE WILL COME FROM COMMERCIAL INSURANCE.

AS I MENTIONED A LITTLE EARLIER IN THE FEE SCHEDULED DISCUSSION, WE HAVE CHOSEN TO CHOOSE BASE RATES.

THAT'S THAT ALS, THAT ALS 2, THAT BLS, WHICH ARE DICTATED BY THE CRITICALITY OF THE TRANSPORT AND THE INTERVENTIONS PERFORMED WHILE THE PATIENT IS BEING TAKEN TO THE EMERGENCY ROOM, PLUS A BUNDLED DISPOSABLES FEE.

BECAUSE INSURANCE COMPANIES, WHEN THEY GET ITEMIZED BILLS, WHICH IS HOW HEALTH CARE USE TO BILL THEY REJECT.

RATHER THAN HAVING 15 CHARGES WHICH IS IDENTIFYING EVERY SINGLE THING THAT THE EMS CREW DID, WE CHARGE A BASE RATE AND A DISPOSABLES FEE AND WE FIND THAT IS MORE SUCCESSFULLY PAID AGENCIES.

THAT'S THE WAY WE RECOMMEND OUR FEE SCHEDULES.

ONE OF THE THINGS THAT FACTORS IN TO THE PROJECTIONS OF REVENUE, IS THIS IDEA OF BALANCE BILLING.

BALANCE BILLING CAN BE DONE FOR PATIENTS WHO HAVE COMMERCIAL INSURANCE WHERE THERE IS A REMAINDER OF THE CHARGE AFTER INSURANCE HAS PAID.

YOU MAY HAVE HEARD THIS TERM SPECIFICALLY WITH REGARD TO AIR MEDICAL TRANSPORT, SO WITH THE HELICOPTERS AND THINGS LIKE THAT.

FOR GROUND AMBULANCE, BALANCE BILLING IS STILL LEGAL, BUT THERE'RE LEGISLATIVE WORKINGS TO REMOVE THAT PATH OF REVENUE FOR EMS AGENCIES.

BUT RIGHT NOW GROUND AMBULANCE CAN STILL DO IT AND I WILL SAY THAT THE REVENUE PROJECTIONS INCLUDE THAT THE CITY APPROVES BALANCE BILLING.

NOW, YOU CAN DECIDE NOT TO, YOU CAN DECIDE THAT ONCE INSURANCE HAS PAID, THE REST OF THE BALANCE IS WRITTEN OFF.

THAT WILL AFFECT THE REVENUE OUT OF THE PROJECTIONS THAT WE'VE SET.

BUT IT IS A CHOICE THAT CAN BE MADE BY THE CITY.

ANY QUESTIONS THERE? OUR LAST GROUP OF PAYERS ARE WHAT WE CALL PATIENTS OR PRIVATE PAY.

THESE ARE PEOPLE WHO HAVE NO HEALTH COVERAGE, OR IF THE CITY DECIDES TO BALANCE BILL, WOULD RECEIVE A BILL AFTER THEIR INSURANCE PAYS, SO THAT'S WHERE THE PATIENT IS RECEIVING A BILL.

WE PROJECT ABOUT 13 PERCENT OF YOUR REVENUE WILL COME FROM THIS BUCKET.

EMERGICON AS A COMPANY CONDUCTS WHAT WE CALL SOFT COLLECTIONS, MEANING THAT IF A PATIENT IS DEEMED TO NEED TO RECEIVE A BILL EITHER FOR NO COVERAGE OR BECAUSE WE'RE BALANCING BILLING AFTER THEIR INSURANCE, WE SEND THREE INVOICES WITH THE CITY OF BURLESON'S LOGO ON THEM AND MAKE TWO PHONE CALLS,

[00:30:03]

AFTER THAT, WE LOOK TO THE CITY TO SEE WHAT THEY'D LIKE TO DO WITH THOSE THINGS.

OUR ACCOUNT REPRESENTATIVES ARE ALL IN TEXAS.

THEY SOUND TEXAN AND THEY KNOW THAT SOMEONE WHO IS DEALING WITH THIS BILL PROBABLY HAD A PRETTY ROUGH DAY RECENTLY.

THEY'RE INCREDIBLY CARING AND COMPASSIONATE.

AS WE THINK ABOUT WORKING WITH PATIENTS, AND THIS IS GOING TO BE THAT SENSITIVE GROUP.

THERE'S ONES WHO DON'T HAVE HEALTH CARE COVERAGE THAT WE'RE WANTING TO WORK WITH.

WE RECOMMEND SEVERAL POLICIES TO OFFSET THE HIGHER FEE SCHEDULE THAT WE'RE ASKING YOU TO CONSIDER BECAUSE WE DON'T WANT YOU TO LOSE MONEY FROM THE COMMERCIAL INSURANCE, BUT WE DON'T WANT YOU TO BE ABUSIVE TO YOUR CITIZENS WHO HAVE NO COVERAGE.

THE FIRST IS A GUARANTEED AS EMERGICON PROVIDES SERVICE IS NO INTEREST PAYMENT PLANS TO ANY PATIENT WHO HAS A BALANCE TO PAY PERSONALLY.

WE JUST DO THAT AS A MATTER OF PRACTICE, THAT IS NO PROBLEM.

THE TWO WE'LL ASK YOU TO CONSIDER AND MAKE DECISIONS ON LATER ARE THE OFFERING OF A PROMPT PAY DISCOUNT IN THE RANGE BETWEEN 25 AND 45% OF THEIR BALANCE.

ENABLING OUR PATIENT ACCOUNTS REPRESENTATIVES WHEN THEY SPEAK TO YOUR PATIENTS TO SAY IF YOU CAN PAY TODAY, WE CAN REDUCE YOUR TOTAL BALANCE BY THIS AND YOU'LL BE ALL CLEAR AND ALL CAUGHT UP.

THE SECOND POLICY WE ASK YOU TO CONSIDER IS THOSE BUNDLED FEES, THOSE DISPOSABLES THAT OXYGEN CHARGE GIVING EMERGICON THE ABILITY TO WRITE THOSE OFF, JUST OFF THE TOP WHEN WE'RE WORKING WITH YOUR PATIENTS.

THESE ARE POLICIES THAT WE HAVE SEEN WORK FOR OTHER CITIES, THAT HELP THE RESIDENTS WHO DON'T HAVE ANY COVERAGE KNOW THAT WE ARE WORKING TO HELP THEM AND NOT TO BE ABUSIVE.

THIS IS THE BALANCE OF THE HIGHER FEES WHEN THOSE THINGS GO DIRECTLY TO THE PATIENT.

THERE ARE SOME OTHER THINGS THAT YOU MAY HAVE CONSIDERED WITH REGARD TO EMS BILLING.

ONE MAY BE A TRADITIONAL COLLECTIONS.

THAT'S THOSE PEOPLE WHO ARE CALLING YOU AT WORK AND DOING ALL OF THE CRAZY THINGS.

EMERGICON DOES NOT PARTAKE IN THOSE.

IF THAT WAS SOMETHING THE CITY WANTED, WHICH IT SOUNDS DEFINITELY LIKE THE CITY DOES NOT, WE WOULD NEED TO RECOMMEND A PARTNER WHO IS NOT US TO WORK WITH FOR THAT HARD TRADITIONAL CREDIT BUREAU AFFECTING COLLECTIONS, WE DO NOT PARTICIPATE IN THAT.

ANOTHER THING TO CONSIDER, AND I RECOMMEND THESE CONSIDERATIONS BE AFTER WE'RE GOOD AND IN THE SADDLE, IS A MEMBERSHIP OR SUBSCRIPTION PROGRAM.

THESE ARE SOME THINGS THAT YOU CAN LOOK AT AFTER WE'VE HAD ABOUT A YEAR UNDER THE POLICIES YOU CHOOSE AND SEE IF WE NEED TO MAKE ANY CHOICES ALTERNATIVELY.

>> WHY WOULD YOU RECOMMEND WAITING A YEAR? BECAUSE CURRENTLY OUR PROVIDER MEDSTAR HAS A PROGRAM LIKE THAT.

PREVIOUSLY, CAREFLIGHT USED TO PROVIDE AIR TO THIS AREA RESPONSE AND WE COULD HAVE, I THINK IT WAS LIKE A DOLLAR A MONTH AND IF YOU'RE A PART OF A LOT OF ORGANIZATIONS LIKE I WAS A ROTARIAN FOR NUMBER OF YEARS, THEY COVERED THAT FEE FOR US.

WHY DO YOU RECOMMEND WAITING A YEAR TO NOT CONSIDER SOMETHING COMPARABLE TO WHAT CITIZENS ALREADY HAVE ACCESS TO?

>> EXCELLENT QUESTION. THERE ARE PROS AND CONS TO THE SUBSCRIPTION PROGRAM.

CERTAINLY PROS ARE, YOUR CITIZENS ARE USED TO IT, THIS IS SOMETHING THAT THEY'RE COMFORTABLE WITH, THIS IS A FEE THAT IS NOMINAL COMPARED TO WHAT YOU MIGHT THINK OF FOR AN AMBULANCE BILL.

THE CONS ARE MORE SIGNIFICANT ADMINISTRATIVE EFFORT ON THE PART OF THE CITY.

THE SUBSCRIPTION LISTS NEEDS TO BE MAINTAINED.

PLEDGE DRIVES NEEDS TO BE CONDUCTED.

AS PEOPLE MOVE IN AND OUT OF THE CITY, WE NEED TO MAKE SURE THAT THOSE PEOPLE ARE IN AND OFF OF THE LIST AND EMERGICON ADMINISTERS IT BEYOND THAT.

BUT THE ADMINISTRATION OF RUNNING THE SUBSCRIPTION PROGRAM.

THE EMS CREWS WOULD THEN DOCUMENT IF SOMEONE SAYS OR IF THEY'RE UNABLE TOO WE WOULD MATCH THE LIST TO MAKE SURE THAT THE RUNS ARE PUT IN THAT.

WHAT CAN HAPPEN SOMETIMES WITH CITIZENS WHO PARTICIPATE IS IF THE CITY OF BURLESON ISN'T THE FIRST EMS AGENCY THAT CAN GET TO THE DOOR, THAT CITIZEN IS GOING TO PAY THAT FULL BILL BECAUSE THE MEMBERSHIP IS ONLY FOR THE ENTITY THAT THEY'RE PAYING FOR.

IT DOES NOT COVER ALL EMERGENCY TRANSPORT.

IT'S VERY IMPORTANT THAT IF THE CITY ENACTS A MEMBERSHIP PROGRAM THAT THAT IS CLEAR.

IF CAREFLIGHT COMES TO YOUR DOOR, YOU'RE PAYING CAREFLIGHT.

YOUR MEMBERSHIP DOESN'T COVER THAT.

ADDITIONALLY, THE REASON I RECOMMEND WAITING A YEAR IS TO YOUR POINT ABOUT WE DON'T WANT TO BE A MONEYMAKER, BUT WE WANT TO MAKE SURE WE CAN PAY OUR STAFF, BUY OUR EQUIPMENT, PAY FOR OUR MEDS, PAY FOR OUR TRUCKS.

[00:35:04]

TO UNDERSTAND WHAT THE REVENUE IN IS AT A DOLLAR OF A MONTH, YOU MENTIONED.

>> I'M SORRY.

I THINK THAT WAS CAREFLIGHT AND IT'S BEEN A NUMBER OF YEARS.

WE HAVEN'T HAD CAREFLIGHT IN AWHILE, BUT I'M JUST SAYING THERE WERE PROGRAMS THAT THE COMMUNITY WAS FAMILIAR WITH BEFORE AND SO I DON'T KNOW HOW A DOLLAR A MONTH IS FEASIBLE, BUT I COMPLETELY UNDERSTAND WHERE YOU'RE HEADING AND THAT HOW WOULD WE KNOW WHAT'S A SUSTAINABLE AMOUNT TO CHARGE MONTHLY? IS IT $13? IS IT $28? IS IT $48? UNTIL WE'RE IN IT AND WE HAVE AN ESTABLISHED RECORD TO GO BACK AND COMPARE AND LOOK ON.

I SEE WHERE YOU'RE HEADING WITH THAT AND IT MAKES TOTAL SENSE.

>> DEFINITELY. ESPECIALLY AS THE CITY GROWS, BECAUSE THE FIRST YEAR COST MAY BE COMPARABLY COVERED AND SO IF WE SET THE MEMBERSHIP FEE TOO EARLY, IT'S NOT A GREAT EXPERIENCE TO HAVE THAT CONSTANTLY RATCHETED TO PAY AGAIN.

YEAH, WE'D JUST BE IN THE SADDLE FOR A YEAR, SEE HOW IT GOES.

IT'S SOMETHING WE ADMINISTER FOR OTHER CITIES AND WE WANT YOU TO GO IN WITH EYES WIDE OPEN, JUST UNDERSTANDING WHAT THE PROS AND CONS ARE.

ABSOLUTELY, EXCELLENT.

ANY QUESTIONS ABOUT THE DIFFERENT PAYERS OR CONCERNS YOU HAVE ABOUT THEIR BEHAVIORS BEFORE WE WALK THROUGH A QUICK EXAMPLE? WE'RE ALMOST DONE. YOU'RE DOING GREAT.

[LAUGHTER] IS IT OKAY? LET'S SAY MR. JOE SMITH WAS PICKED UP BY AN AMBULANCE AT HIS HOME AND TRANSPORTED TO A HOSPITAL FIVE MILES AWAY.

IT WAS AN ALS ADVANCED LIFE-SAVING EMERGENT TRANSPORT THAT INCLUDED OXYGEN.

HIS BILL IS $2,270.

THAT'S THE BASE FEE FOR THE ALS EMERGENT TRANSPORT, THE DISPOSABLES FOR ALS.

THOSE ARE THE GLOVES, AND THE BAND AIDS, AND ALL OF THE DIFFERENT THINGS THAT GET THROWN AWAY AFTER A TRANSPORT.

THE OXYGEN FEE OF $150, AND THE MILEAGE FEE OF $24 TIMES THE FIVE MILES IT TOOK TO GET TO THE HOSPITAL.

THAT IS HOW THE EMS BILL IS CONSTRUCTED.

LET'S LOOK AT WHAT CAN HAPPEN FROM THERE.

IF JOE HAS MEDICARE OR MEDICAID, THE GOVERNMENT PAYER PAYS THEIR CONTRACT RATE AND THE REST IS WRITTEN OFF AS A CONTRACTUAL ALLOWANCE AND JOE SEES NOTHING EXCEPT FOR THE EXPLANATION OF BENEFITS THAT SAYS YOU HAD A TRANSPORT IN MEDICARE AND PAY THIS AND THAT'S IT.

THAT'S WHAT HAPPENS THERE. IF JOE HAS COMMERCIAL INSURANCE, THE INSURANCE WILL PAY BASED ON JOE'S POLICY.

WHATEVER JOE'S POLICY INCLUDES IS WHAT THE INSURANCE WILL PAY.

ONE OF THE CHOICES THAT THE CITY CAN MAKE IS THAT THEN WHATEVER IS LEFT AFTER THE CITY PAYS CAN EITHER BE FORWARDED TO JOE OR IT CAN BE WRITTEN OFF.

YOU CAN MAKE THAT CHOICE.

THAT'S CALLED BALANCED BILLING.

THE BALANCE GOES TO JOE OR IT GETS WRITTEN OFF.

IF JOE HAS NO COVERAGE THEN THE ENTIRE BILL WOULD GO TO JOE, THAT $2,270 BILL WOULD GO TO JOE.

BUT IN SOME OF THE POLICIES WE'VE ASKED YOU TO MAKE QUESTIONS ABOUT THAT PROMPT TO PAY DISCOUNT, THAT NO INTEREST PAYMENT PLAN.

THE ABILITY TO WRITE OFF THOSE DISPOSABLES OR THAT OXYGEN CHARGE RIGHT OFF THE TOP.

EMERGICON CAN USE THOSE POLICIES THAT YOU DECIDE TO ENACT TO HELP JOE HAVE A LITTLE BIT BETTER OF A DAY BECAUSE WE KNOW NOBODY CALLS EMS FOR FUN.

DOES THAT MAKE SENSE HOW THE BILL IS CREATED AND DEPENDING ON THE COVERAGE THE PATIENT HAS, HOW THAT MIGHT FLOW? THAT'S ALL OKAY? ALL RIGHT.

THANK YOU SO MUCH FOR YOUR ATTENTIVENESS, THE INTERACTION.

I APPRECIATE YOU. YOU KNOW, THIS IS HARD.

WHAT WE'RE ASKING FOR IN THE COMING WEEKS IS THAT YOU ALL MAKE A DECISION, AND MY HOPE WOULD BE AND I'VE WRITTEN IT POSITIVELY, THAT YOU APPROVE THE PROPOSED FEE SCHEDULE AS PRESENTED, THAT YOU APPROVE THE BALANCED BILLING PATIENTS AFTER INSURANCE PAYS WITH THE PATIENT PROTECTING POLICIES OF A PROMPT PAY DISCOUNT AND EMERGICON'S, ABILITY TO WRITE OFF DISPOSABLES AND OXYGEN.

I BELIEVE YOU ALL HAVE THIS FOR REFERENCE, SO OF COURSE, AS YOU HAVE QUESTIONS, WE'VE SPENT A LOT OF TIME, CHIEF AND I TOGETHER SO I'M SURE HE CAN ANSWER OR I CAN ANSWER OPEN DISCUSSION.

BUT WE HOPE TO PRESENT RECOMMENDATIONS BASED ON WHAT WE KNOW AND WE'VE CERTAINLY APPRECIATE YOUR TIME.

>> CAN WE GO BACK TO THAT SLIDE OF THE FEE SCHEDULE RECOMMENDATION.

>> ABSOLUTELY.

>> IT'S LOOKING AT SOME OF THESE NUMBERS BECAUSE BASICALLY I FEEL LIKE I'M JUST GOING TO BE LIKE, HOW DO YOU COME UP WITH SOME OF THESE NUMBERS LIKE THE ALS DISPOSABLE, WHAT COMES UP TO ABOUT $400 VERSUS THE 156 THAT MEDSTAR CURRENTLY PRICES IT AT?

[00:40:05]

>> WELL I DO NOT SEE THE FIGURING OF MEDSTAR? [OVERLAPPING] I BELIEVE THEY'RE SHIFTING TO THE BASE FEE.

>> GOT YOU.

>> THE COMBINATION BASE FEE PLUS THE DISPOSABLES.

>> YEAH.

>> WHICH I'M MAKING SURE.

>> YOU'RE JUST ASSUMING.

>> RIGHT. BUT HAVING MORE WEIGHT IN THE DISPOSABLES IS GOING TO BE MORE ADVANTAGEOUS TO THE PATIENT.

>> WHY IS THAT?

>> BECAUSE IF I'M GOING TO WRITE OFF A PORTION IN NEGOTIATION WITH THE PATIENT AND I HAVE A CHUNKIER BIT IN THE DISPOSABLES AS NOT THE BASE.

BECAUSE UNLIKELY I'M GOING TO WRITE OFF ANY OF THE ACTUAL RUNNING OF THE TRUCK IN THE INTERVENTIONS, THEN IT'S MORE ADVANTAGEOUS BECAUSE HAVING THE BASE FEE AND THE DISPOSABLES FEE IS DESIGNED FOR COMMERCIAL INSURANCE TO HAVE LESS TO DENY, SO MEDSTAR IS GOING TO SEND THOSE TO COMMERCIAL PAYERS AS WELL.

BUT IF IT COMES DOWN TO THE PATIENT RESPONSIBILITY, CHUNKIER DISPOSABLE STILL MEANS I'M COVERING MY BASE.

>> WE THINK THE 16, THE 18 AND THE 14, THOSE ARE COVERING OUR BASE.

LIKE WE THINK, BASED ON WHAT IT'S GOING TO TAKE TIME AND THE COST OF THEM.

>> IT'S NOT APPLES TO APPLES BECAUSE IT'S HEALTHCARE FINANCE NEGOTIATION.

IT'S WHAT DO WE THINK WE CAN GET COMMERCIAL PAYERS TO PAY THAT WE CAN ALSO NEGOTIATE DOWN, IS THAT BALANCE BETWEEN THE TWO.

>> GOT YOU. OKAY.

>> YEAH. IT'S NOT SO EXORBITANT THAT IF A PATIENT HAD TO HAVE THE WHOLE BILL AND THERE WAS NOTHING TO BE DONE THAT THEY WOULDN'T BE BANKRUPTED.

BUT NOT THE $750 CHARGE, WHICH IS LEAVING $500 EVERY TIME THEY TRANSPORT SOMEBODY THAT HAS COMMERCIAL INSURANCE ON THE TABLE. IT'S A BALANCED.

>> OKAY. THAT HELPS A LOT. THANK YOU.

>> BRIAN.

>> I DON'T EVEN KNOW HOW TO ASK THIS.

>> OKAY.

>> THIS SENSE OF FLUID, IS THERE A PERSON THAT'S MAKING THESE DECISIONS OR IS THIS A COMPUTER-GENERATED NUMBER THAT CREATES DISCOUNTS AND STUFF OF THAT NATURE? HOW DO YOU FIGURE WHAT DISCOUNTS I GET AND STUFF? IS THAT'S JUST ALL POLICY?

>> IT BEGINS WITH THE POLICY THE CITY SETS, AND THEN EVERY PATIENT WORKS WITH AN EMERGICON PATIENT ACCOUNT REPRESENTATIVE WHO IS RESPONSIBLE FOR THE PATIENTS IN YOUR CITY.

EVERY CITY HAS THEIR OWN POLICIES AND BEFORE OUR PATIENT ACCOUNT REPRESENTATIVE SPEAKS TO A CITIZEN, THEY FIND OUT WHAT CITY THEY'RE FROM, WHO TRANSPORTED THEM.

THEY PULL UP. BOLTO IS THE SOFTWARE, PUT IN THE NAME OF THE CITY, THE CITY IS PATIENT POLICIES POP UP AND THAT PATIENT REPRESENTATIVE SPEAKS TO THAT PATIENT USING THE POLICIES ESTABLISHED BY THAT CITY.

IN THE COURSE OF A DAY, A PATIENT REPRESENTATIVE WHO WORKS FOR 10 CITIES MAY OFFER VERY DIFFERENT THINGS TO DIFFERENT PATIENTS FROM THE DIFFERENT CITIES, BUT THAT'S HOW WE MANAGE THOSE POLICIES.

>> MANY TIMES YOU CALL THE INSURANCE COMPANY AND ACCEPT IT IN THE WRONG CATEGORY OR YOU GET SENT TO SOMEBODY ELSE.

I DON'T WANT TO SEE OUR CITIZENS HAVE TO GO THROUGH THAT.

>> NO, WE DON'T. WE COMPLETELY AGREE.

>> OKAY, SO THERE WILL BE A HUMAN ANSWERING THEIR PHONE?

>> THERE WILL BE. THE LAST TIME WE TAGGED IT, I THINK IT WAS A SIX SECOND RESPONSE TIME.

>> THANK YOU.

>> I THINK LAST TIME WE AUDITED IT WAS A SIX SECOND RESPONSE.

>> THANK YOU, MA'AM.

>> THANK YOU.

>> ONLY A COUPLE OF COMMENTS.

[NOISE] IT WOULD BE NICE TO BE ABLE TO SAY THAT WHEN WE TOOK OVER THE AMBULANCE SERVICE THAT WE LOWERED EVERY BASIC FEE AND IT SEEMS LIKE WE'RE PRETTY CLOSE TO THAT EXCEPT FOR THE ALS2 FEE WHICH WE WENT SLIGHTLY HIGHER THAN THE MEDSTAR ON IT.

IT MIGHT BE WORTH TAKING A LOOK, WHETHER IT WOULD BE NICE TO HAVE A CLEAN SLATE THERE AND SAY WE STARTED OUT AT LEAST BELOW MEDSTAR'S NUMBERS EVEN IF ONLY SLIGHTLY BELOW SO I WOULD LIKE TO TAKE A LOOK AT THAT SECOND NUMBER IN THE COMPARISON CHART AND SEE IF WE COULD GET THAT DOWN ON THE SPECIALTY CARE TRANSPORT CATEGORY.

I UNDERSTAND THAT THE DESCRIPTION OF AN SET EVENT IS WHEN A PATIENT HAS TO BE TRANSPORTED FROM A FACILITY THAT WE PERHAPS HAVE INITIALLY TAKEN THEM TO ANOTHER FACILITY.

BUT WOULD THERE ONLY BE ONE FACILITY IN THE CITY OF BURLESON THAT WE WOULD TRANSPORT FROM AND THAT WOULD BE TEXAS HEALTH SOUTH BECAUSE HE BELIEVES IN FORT WORTH.

ARE WE GOING TO MAKE A MATTER OF POLICY THAT WE'RE GOING TO BE AVAILABLE FOR SPECIALTY CARE TRANSPORT WHEN CALLED? ONE OF OUR CONCERNS ABOUT CREATING OUR OWN FIREBASE IN SERVICE WAS THAT WE PROVIDE GOOD COVERAGE FOR ALL TIMES AND IF

[00:45:03]

WE'RE OFF PICKING A PATIENT UP BECAUSE WE GOT CALLED BY HUGELY TO TAKE THEM UP TO, SAY BAYLOR MEDICAL IN DALLAS, THEN WE'RE NOT AT OUR POST.

DO WE NOT NEED TO SET A POLICY OR LOOK AT A POLICY OR WHAT DO YOU GUYS THINK ABOUT?

>> MAYOR PRO TEM THAT'S A GREAT CONVERSATION RIGHT NOW WE WOULD RECOMMEND THAT BE IN THERE.

THE HOWEVER IS WE'RE IN CONVERSATIONS WITH OTHER PROVIDERS THAT AS WE GET OUR FEET WET INTO THIS, THAT OUR FOCUS WOULD NOT BE ON THIS, THE NUMBERS OUT OF THR BURLESON THERE'S ABOUT 50 PER YEAR THAT COME INTO THE CRITICAL CATEGORY AND THERE'S ABOUT 1,200 ISH, SAY THAT A PERSON GOES INTO THB, LET'S SAY THEY'RE HAVING A HEART ATTACK AND THEY NEED EMERGENT TRANSPORT FROM THB TO HOOGHLY THAT WOULD FALL IN OUR UMBRELLA THAT WE WOULD DEFINITELY PROVIDE THAT.

BUT THE PERSON THAT HAS A HIGHER LEVEL OF CARE, HIGHER LEVEL OF NEED.

WE'RE ALREADY HAVING CONVERSATIONS WITH OUR MEDICAL DIRECTOR, THB AND OTHER PROVIDERS THAT ARE GOING TO EVENTUALLY BE PART OF OUR MUTUAL AID AUTOAID THAT WILL HAVE A TIERED RESPONSE THAT WE WOULD GIVE THEN THE FIRST RIGHT.

WE'VE GOT A CRITICAL CARE PATIENT THAT'S GOING TO NEED TO GO OVER TO DALLAS.

THESE OTHER PLACES THAT WOULD PULL US WAY OUT OF POCKET. RIGHT NOW.

WE DON'T BELIEVE THAT SERVES OUR PRIMARY GOAL AND THE PREMISE OF WHY WE'VE RECOMMENDED GOING INTO FIREBASED EMS. WE'RE INCREDIBLY SENSITIVE TO THAT AND OUR MODEL, WE'LL WORK AROUND IT AT SOME POINT WE MAY BE ABLE TO DO THAT, BUT IT'S NOT OUR DESIRE, BUT I THINK IT WOULD BE PRUDENT TO HAVE THAT IN A FEE SCHEDULE IN CASE WE HAVE THE CAPABILITY AND IT WAS SAY TO HIM HOOGHLY AND IT DIDN'T PUT US AT RISK, BUT THAT'S AN EXCELLENT POINT AND WE ARE ALREADY CONSIDERING IT AND OUR MODEL WILL BE BUILT AROUND IT AS WE SPEAK.

>> I APPRECIATE YOU BRINGING THAT UP, DAN.

>> AS FAR AS THE FEE SCHEDULE AND THE RIGHTS AND THE PROJECTIONS, I THINK IT'S SOME FUTURE TIME WHEN I'VE MASTERED NUCLEAR PHYSICS, ROCKET SCIENCE, AND BRAIN SURGERY, I'LL STILL BE BAFFLED BY MEDICAL BILLING SO THANK YOU FOR YOUR EFFORTS AND I'M WILLING TO SUPPORT THE SCHEDULE AS YOU HAVE IT WITH ONE SMALL TWEAKS.

>> CERTAINLY.

>> YOU HAD A QUESTION.

>> CAN WE GO BACK TO THAT? WHY WOULD ALSE BE LESS THAN ALS2?

>> THE ALS2 INTERVENTIONS ARE MORE INTENSE.

THAT'S NOT THE WORD I WANT.

>> I GUESS I SAW IT IN THE REVERSE THE WAY THEY WERE LISTED, EMERGENT AS THE FIRST AND THEN ALS2.

BECAUSE IT JUST SAYS SPECIFIC MEDICATION OR INTERVENTIONS DELIVERED AND THE OTHER ONE SAYS PATIENT IS IN MORE CRITICAL CONDITION SO THE E ISN'T MORE ADVANCED THAN 2.

>> EMERGENT IS, I GUESS OF THE TWO THE BASE LEVEL AND ALS2 IS THE MORE CRITICAL.

>> OKAY. THANK YOU.

>> ANYBODY? IS EVERYBODY ON BOARD WITH THIS?

>> I THINK I JUST WANT TO PROVIDE SOME CLARIFICATIONS SO FOR THE ALS2 FEE, MAYOR PRO TEM, ARE YOU RECOMMENDING 1750 IF WE MADE THAT CHANGE, THAT WOULD BE THE CHANGE FOR THE FEE SCHEDULE THAT THE COUNCIL WANTS TO BRING BACK [FOREIGN]

>> WHILE LOOKING AT THAT, I'M NOT LOOKING AT UPPING THE SET FEE IF WE'RE NOT GOING TO PURSUE THAT BUSINESS ANYWAY, AND WE'RE STILL WELL BELOW WHAT MEDSTAR WOULD CHARGE.

>> OKAY. WE CAN GIVE THAT SOME CONSIDERATION AND BRING THAT BACK TO YOU AT A FUTURE MEETING.

>> MAYOR AND COUNCIL, WHAT I'M HEARING IS, WE'LL MAKE THESE CHANGES FOR THE FEE SCHEDULE.

I WOULD JUST WANT TO MAKE SURE THAT WE'VE CAPTURED THE DIRECTION OF THE COUNCIL, BASED ON THE PRESENTATION THAT WHAT WE WOULD DO IS WE WOULD INCORPORATE THESE CHANGES.

COME BACK ON MARCH 20TH IT COULD BE A CONSENT ITEM.

IT'LL BE UP TO BRIAN, BUT WE WOULD MAKE SURE ALL OF THESE CHANGES ARE INCORPORATED IN AN ACTION ITEM TO THE COUNCIL.

I'D PUT THAT PRESENTATION TOGETHER AND PUT IT ON THE CONSENT ITEM FOR YOU [OVERLAPPING]

>> I DON'T WANT IT ON YOUR FACE. I WOULD LIKE TO WALK THROUGH IT, JUST SO IT'S CLEARLY COMMUNICATED TO CITIZENS ON THE DECISIONS THAT WE MADE AND HOW THAT'S GOING TO BE AFFECTING THEM.

THE OTHER THING WE NEED TO ALSO MAKE DECISIONS ON WILL BE THE POTENTIAL WRITE-OFF THAT WERE PRESENTED AND THE POSSIBILITY OF A DISCOUNT FOR THOSE IN THOSE OPPORTUNITIES WHERE SOMEONE CAN PAY UP FRONT.

THOSE ARE THE OTHER ITEMS THAT WE ALSO NEED TO PUT THAT DETERMINATION ON.

[00:50:01]

>> WITH THE EXCEPTION OF WHAT HAS ALREADY BEEN MENTIONED, IF THERE'S OTHER DIRECTION THE COUNCIL WOULD LIKE FOR US TO INCLUDE IN THE NEXT PRESENTATION, WE WOULD USE THIS AS OUR TEMPLATES.

WHAT I WOULD PROPOSE TO THE COUNCIL TONIGHT MOVING FORWARD FOR FUTURE DISCUSSION AND CONSIDERATION WITH THOSE SPECIFICS IN THERE.

>> OKAY. THANK YOU.

>> THANK YOU. I APPRECIATE YOU. THANK YOU, RACHEL.

>> MAYOR AND COUNCIL, THAT BRINGS US TO ITEM 2B, RECEIVE A REPORT,

[2.B. Receive a report, hold a discussion, and provide feedback regarding a demonstration of the city’s new customer relationship management software and 311 customer service call center launch. (Staff Contact: Jesse Elizondo, Director of Customer Service)]

HOLD THE DISCUSSION AND PROVIDE FEEDBACK REGARDING A DEMONSTRATION OF THE CITY'S NEW CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE AND 311 CUSTOMER SERVICE CALL CENTER LAUNCH.

STAFF PRESENTER TONIGHT IS JESSE ELIZANDO DIRECTOR OF CUSTOMER SERVICE.

>> GOOD EVENING, MAYOR AND CITY COUNCIL.

I AM VERY EXCITED TO BE HERE THIS EVENING TO TALK ABOUT THE DETAILS OF OUR CITYWIDE 311 LAUNCH AND WALK YOU THROUGH A HIGH LEVEL OVERVIEW OF OUR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM.

SPECIFICALLY WHAT IT LOOKS LIKE, HOW IT WORKS, AND HOW WE ARE GOING TO PROMOTE IT OUT TO THE PUBLIC SO LET'S GET STARTED.

HOLD ON. LET'S NOT GET STARTED.

THERE WE GO. LET'S GET STARTED.

I'M NOT GOING TO BURY THE LEAD OR DRAG THIS OUT.

WE ARE LAUNCHING OUR CITYWIDE 311 SOLUTION ON MARCH 13, 2023.

THAT'S NEXT MONDAY.

WE WERE SHOOTING 4 MARCH 11TH, 311 IN DAY.

BUT IT TURNS OUT THAT'S A SATURDAY SO MARCH 13TH IS WHAT WE'RE GOING TO HIT, BUT WE DO HAVE SOMETHING VERY COOL PLANNED FOR MARCH 11TH FOR THROW IN ONE DAY, WHICH I'LL TALK ABOUT AT THE END OF THE PRESENTATION.

BUT YES, MARCH 13, 2023, THIS NEXT MONDAY, WE'RE LAUNCHING OUR CITYWIDE 311 AND FOR ANYONE WHO'S WATCHING THEM MAY BE WONDERING OR MAY NOT KNOW WHAT 311 IS, 311 IS AN EASY TO REMEMBER NUMBER.

IT'S OUR ONE-STOP-SHOP SOLUTION FOR ANYTHING NON-EMERGENCY OR INFORMATION IN THE CITY.

THE WAY THAT I LIKE TO EXPLAIN IT TO PEOPLE IS THIS.

WHEN WE WERE LITTLE KIDS ALL GROWING UP, IT WAS INGRAINED IN YOU THAT IF YOU HAD AN EMERGENCY, YOU DIAL 911.

EVERYBODY KNOWS THAT THERE'S WHOLE TELEVISION SHOWS ABOUT IT.

IF YOU HAVE AN EMERGENCY, YOU DIAL 911.

WHEN IT COMES TO EVERYTHING ELSE, NON-EMERGENCY IN A MUNICIPALITY, WHETHER YOU'RE TRYING TO GET INFORMATION OR THEY'RE TRYING TO SUBMIT A SERVICE REQUESTS, WHETHER YOU'RE TRYING TO GET A HOLD OF SOMEONE IN A CERTAIN DEPARTMENT OR DIVISION, WE ASK OUR CITIZENS TO DIAGNOSE OUR ENTIRE ORGANIZATION AND TRY AND FIND OUT EXACTLY WHO THEY'RE SUPPOSED TO CALL.

MANY TIMES GETTING BOUNCED AROUND AND TRANSFERRED AROUND.

IT CAN BE A LONG PROCESS, IT CAN BE A FRUSTRATING PROCESS.

IN FACT, IN JANUARY OF 2022, WE HAD MORE THAN 85 DIFFERENT NUMBERS PUBLISHED ON OUR WEBSITE FOR CITIZENS TO DIAGNOSE AND TRY AND FIND EXACTLY WHO TO CALL WHEN IT CAME TO SERVICE REQUESTS ARE GETTING INFORMATION.

WHAT WE'RE TRYING TO DO WITH 311 IS BREAK THROUGH THOSE BARRIERS AND MAKE A MUCH MORE CUSTOMER-FRIENDLY SIDE OF NON-EMERGENCY FOR THE CITY.

911 FOR EMERGENCIES.

EVERYBODY KNOWS THAT. 311 FOR NON EMERGENCIES AND INFORMATION.

911 FOR EMERGENCIES AND 311 FOR EVERYTHING ELSE.

311 REALLY WORKS IN TWO SPECIFIC WAYS.

ONE IS EXTERNALLY TO PROVIDE OUR CITIZENS WITH THE NEXT LEVEL OF CUSTOMER EXPERIENCE SO THAT THEY HAVE INFORMATION WITH THE CITY AND ACCESS TO CITY SERVICES LIKE THEY'VE NEVER HAD BEFORE AND THEN INTERNALLY, FROM THE INTERNAL SIDE, WE HAVE EVERYTHING STREAMLINED AND CENTRALIZED THROUGH OUR CALL CENTER AND OUR CRM SYSTEM THAT IS DIVIDED OUT TO ALL THE DIFFERENT DEPARTMENTS SO THAT THERE CITIZEN DOESN'T HAVE TO WORRY ABOUT THAT AND THEN WE CAN USE THAT DATA TO REPORT ON THE BACK-END FOR COST CONTAINMENT, FOR RESOURCE ALLOCATION, FOR BUDGET AND DATA-DRIVEN DECISIONS.

BEFORE WE JUMP INTO THE OVERVIEW OF THE CRM SYSTEM, I WANT TO TALK ABOUT AS WE BUILT THIS SYSTEM OVER THE LAST YEAR, SOME OF THE KEY FOCUS AREAS THAT WE LOOKED AT WHILE WE WERE BUILDING IT AND THEN RUNNING INTO LAUNCH.

THE FIRST ONE IS THAT NEXT LEVEL CUSTOMER EXPERIENCE FOR OUR CITIZENS.

WHAT WE MEAN BY THAT IS THE ABILITY TO BREAK DOWN THAT FRUSTRATING BARRIER TO GET TO EXACTLY WHERE YOU'RE TRYING TO GET TO IN THE CITY AND MAKE IT EASY AND STREAMLINED AND EVEN FUN TO INTERACT AND ENGAGE WITH THE CITY.

ONE OF THE FIRST THINGS WE LOOKED AT WHEN WE FIRST STARTED LOOKING AT BUILDING THE SYSTEM WAS ABANDONED CALL RATIO.

ABANDONED CALL RATIO IS ANYBODY THAT CALLS INTO THE CITY AND THE PHONE IS NOT ANSWERED FOR WHATEVER REASON.

THEY CAN PUT ON HOLD AND THEY HANG UP OR THEY HIT A VOICEMAIL AND THEY HANG UP.

IN JANUARY OF 2022, TELEPHONE LINES WERE SPECIFIC TOUCHPOINTS FOR PEOPLE TO CALL IN TO THE CITY.

WE HAD A 32 PERCENT ABANDONED CALL RATIO.

THAT MEANS WE WERE ANSWERING 68 PERCENT OF THE CALLS THAT WERE COMING IN.

NOW, I WANT TO TAKE ONE SECOND AND SAY THAT'S NOT A SLAM ON OUR STAFF.

WE HAVE AN EXTREMELY CUSTOMER ORIENTED STAFF AND A CITY THAT'S VERY CUSTOMER-FRIENDLY AND FOCUSED ON CITIZENS.

BUT THOSE POSITIONS, WERE NOT JUST CALL TAKER POSITIONS THEY WERE SUPPOSED TO ANSWER THE PHONE AND THEY ALSO HAD ADMINISTRATIVE DUTIES AND A LOT OF TIMES THEY WOULD BE IN MEETINGS SO MOST OF THE TIME WHEN THEY WEREN'T ANSWERING THAT PHONE, THEY WERE DOING SOMETHING ELSE THAT WAS PART OF THEIR JOB.

BUT ALL THAT BEING SAID IN JANUARY OF 2022 FOR TELEPHONES THAT WERE SPECIFIC CODE POINTS TO THE CITY, WE WERE MISSING ALMOST ONE OUT OF EVERY THREE CALLS THAT WERE COMING IN.

[00:55:01]

IN PREPARATION FOR 311, WE HAVE STREAMLINED OUR CALL CENTER OPERATIONS AND WE HAVE SET UP ALL OF THOSE NUMBERS COMING INTO ONE CENTRALIZED PLACE AND WE'VE ALREADY DONE THAT BECAUSE WE HAVE TO SET IT UP SO THAT WE CAN GO LIVE WITH 311.

I WILL TELL YOU THAT IN JANUARY OF 2023 THIS YEAR, OUR ABANDONED CALL RATIO IS 1.92 PERCENT.

THAT MEANS WE WERE ANSWERING MORE THAN 98 PERCENT OF THE CALLS THAT WERE COMING IN TO THE CITY.

BEFORE WE TURN 311 ON, THAT IS ALREADY A HUGE IMPROVEMENT, JUST IN ANSWERING THE PHONE FOR THE CITY AND PROVIDING THAT SERVICE FOR OUR CITIZENS.

THAT ROLLS RIGHT INTO FIRST CALL RESOLUTION, WHICH IS ONE OF THE THINGS THAT WE WERE FOCUSED ON, THAT WHEN SOMEONE DOES CALL INTO THE CITY AND DOES GET A HOLD OF SOMEONE ON THE PHONE.

THEY'RE NOT BOUNCED AROUND 345 DIFFERENT TIMES TRYING TO FIND THE DIVISION OR DEPARTMENT THEY'RE LOOKING FOR TO GET THE INFORMATION THAT THEY NEED, BUT THAT THEY CAN CALL ONE PLACE AND GET AN ANSWER OR RESOLUTION OR PUT A SERVICE REQUEST IN WITH THAT ONE CALL.

THAT'S SOMETHING THAT WE'RE HIGHLY FOCUSED ON A 311 FIRST GOAL RESOLUTION IS A HUGE METRIC AND WE'RE TAKING FOR OUR FIRST-YEAR, THE 311 NATIONAL BENCHMARK OF 71 PERCENT TO BE ABOVE 71 PERCENT FOR FIRST CALL RESOLUTION.

I CAN TELL YOU BASED ON SOME OF THE METRICS THAT WE HAVE ON OUR CALL CENTER THAT LAST MONTH, OUR FIRST CALL RESOLUTION WAS AT 85 PERCENT.

WE'RE ALREADY WELL ABOVE THAT 71 PERCENT BENCHMARK, BUT WE HAVEN'T TURNED THROUGH A ONE ON YET.

AS THOSE SERVICE REQUESTS ARE COMING IN AND ALL THOSE CALLS ARE COMING IN AND WE'LL MONITOR FIRST CALL RESOLUTION IS ONE OF THE MAIN THINGS THAT WE'RE LOOKING AT.

THEN OF COURSE WE, FOR KEY FOCUS AREAS WE LOOKED AT DYNAMIC COMMUNICATION ENGAGEMENT AND TRANSPARENCY AND TRACKING, AND WHAT I MEAN BY THAT IS FOR OUR CITIZENS, TO GET INFORMATION OR TO INPUT SERVICE REQUESTS.

THEY HAVE A FULL LEVEL OF TRANSPARENCY WHEN THEY'RE LOOKING AT OUR SYSTEM SO THEY CAN SEE WHEN THEY'RE PUTTING IN SERVICE REQUEST, THE SERVICE LEVEL AGREEMENT, OR THE ESTIMATION OF HOW LONG IT WILL TAKE TO DO A CERTAIN SERVICE REQUESTS, HOW LONG IT'LL TAKE FOR US TO GET BACK TO THEM AND THAT LEVEL OF ENGAGEMENT THAT THEY HAVE NEVER REALLY HAD BEFORE AND THEN ALSO BEING ABLE TO SUBMIT A SERVICE REQUEST AT THE BEGINNING AND SEE IT ALL THE WAY THROUGH TO THE END OF THE SERVICE REQUEST AND IF THERE'S ANY DELAYS OR ISSUES IN THAT SERVICE REQUESTS, THOSE WILL BE COMMUNICATED TO THEM THROUGH OUR CUSTOMER SERVICE REPRESENTATIVES.

THIS IS A NEXT LEVEL CUSTOMER EXPERIENCE FOR OUR CITIZENS AS IT RELATES TO SERVICE REQUESTS AND INFORMATION IN THE CITY.

THEN INTERNAL EFFICIENCY AND ACCOUNTABILITY ON THE BACKEND.

WHAT WE MEAN BY THAT IS ALL OF THAT DATA, ALL OF THOSE PHONE CALLS THAT ARE COMING IN, ALL OF THOSE SERVICE REQUESTS ARE COMING IN AT THE TIME IT TAKES FOR US AS AN ORGANIZATION, FROM START TO FINISH TO COMPLETE THEM, ALL THAT DATA IS PUT INTO OUR CRM SYSTEM, AND THEN CAN BE EXTRACTED FOR REPORTING, FOR ANALYSIS AND WE CAN GET THAT OUT TO ALL THE DIFFERENT DEPARTMENTS AND DIVISIONS SO THAT THEY CAN BE AS EFFICIENT AND EFFECTIVE WITH WHAT THEY'RE DOING, AND THEN OF COURSE, WITH THE CITY COUNCIL PRESENTATIONS AND WITH BUDGET TIME WITH CITY MANAGEMENT, WE CAN LOOK AT THAT FOR COST CONTAINMENT, FOR RESOURCE ALLOCATION, FOR A HOST OF DIFFERENT THINGS OF SUPER POWERFUL WAY TO LOOK AT THAT DATA.

THAT'S WHAT WE LOOKED AT WHEN WE WERE BUILDING THIS OVER THE LAST YEAR AND WITH THAT BEING SAID, I THINK WE CAN START RUNNING THROUGH AN OVERVIEW OF THE CRM SYSTEM.

WHAT YOU'RE LOOKING AT HERE ON THE RIGHT IS ESSENTIALLY A MARK UP OF WHAT WE'LL BE AT 311 LANDING PAGE.

ANYTHING THAT WE PUT OUT IN PRINT, ANYTHING THAT WE PUT OUT ON SOCIAL MEDIA, ANYTHING THAT WE HAVE IN OUR MAIN WEBSITE THAT'S DIRECTING PEOPLE TO 311.

WE'LL DRIVE EVERYONE TO THIS 311 LANDING PAGE AND THE REASON WE'RE DOING THAT IS BECAUSE 311 IS NOT JUST A PHONE NUMBER.

IT'S A WHOLE SOLUTION.

IT'S AN ONLINE PORTAL, IT'S A MOBILE APP, BUT WE'LL GET TO THAT.

IT'S AN EMAIL. THERE'S A LOT TO IT AND SO WE NEED ONE PLACE THAT WE CAN DISSEMINATE OUT EVERYTHING DEPENDING ON WHAT PEOPLE ARE LOOKING FOR.

FROM THIS PAGE, YOU CAN EASILY SUBMIT A SERVICE REQUESTS.

YOU CAN LOOK AT OUR KNOWLEDGE BASE AND SEARCH THEIR KNOWLEDGE BASE OF THE CITY.

YOU CAN VIEW REQUESTS FROM ALL OVER THE CITY IF YOU'RE JUST FEELING CURIOUS ABOUT WHAT'S GOING ON IN THE CITY.

YOU CAN READ ABOUT BURLESON ON ONE BTX OR YOU CAN DOWNLOAD OUR APP, EITHER ON THE APPLE STORE OR THE ANDROID STORE, YOU CAN LOOK AT CALL METRICS.

WE HAVE CALL METRICS AND SERVICE REQUESTS METRICS THAT WE PULL OUT OF OUR SYSTEM AND PUBLISHED FOR THE PUBLIC FOR THAT LEVEL OF TRANSPARENCY AND THEN ALSO WE HAVE FREQUENTLY ASKED QUESTIONS AND WE'LL HAVE ANY PROMOTIONAL VIDEOS OR ANYTHING THAT WE'RE PROMOTING OUT ON THIS PAGE.

THIS WILL BE THE LANDING PAGE FOR DISSEMINATING OUT ALL THE DIFFERENT PARTS OF 311.

WHAT ARE THOSE DIFFERENT PARTS OF 311? WELL, WE HAVE THROWN ONE THE PHONE NUMBER.

WE HAVE AN EMAIL THAT'S 311@BURLESONTX.COM.

WE HAVE AN ONLINE PORTAL THAT'S EXTREMELY POWERFUL TO GO INSIDE AND SUBMIT SERVICE REQUESTS AND LOOK AT SERVICE REQUESTS ALL OVER THE CITY, AND WE HAVE A BRAND NEW, STREAMLINED, BEAUTIFUL, EASY TO USE APP THAT FUNCTIONS ON BOTH APPLE AND ANDROID THAT WORKS IN TANDEM WITH THE ONLINE PORTAL SO THEY'RE CONNECTED IF YOU'RE REGISTERED AND YOU PUT SOMETHING IN THE ONLINE PORTAL, IT WILL ALSO BE ON YOUR APP AND VICE VERSA AND WE'LL TALK ABOUT BOTH OF THOSE, BUT ALL OF THOSE THINGS FILTER INTO OUR BTX 311 SYSTEM AND THEY'RE RUN ADMINISTRATIVELY ON THE BACKEND BY OUR CUSTOMER SERVICE REPRESENTATIVES AND THEN ALL OF THAT DATA, OBVIOUSLY IT'S CAPTURED BY OUR CRM SYSTEM, BUT 311 IS AFTER ALL, A PHONE NUMBER SO LET'S TALK ABOUT OUR PHONE OPERATIONS FIRST.

311, IF YOU PICK UP A PHONE IN THE CITY OF LIMITS OF BURLESON WHETHER IT'S A CELL PHONE OR A LANDLINE AND YOU DIAL 311, YOU WILL GET OUR LIVE CALL TAKERS OR CALL CENTER ON MARCH 13TH, WHEN WE LAUNCH.

OUR OPERATIONS ARE GOING TO BE MONDAY THROUGH FRIDAY, 08:00 AM-05:00 PM SO ANY PHONE WITHIN

[01:00:01]

THE CITY LIMITS OF BURLESON YOU DIAL 311 AND YOU'LL GET A LIVE PERSON.

WE'RE NOT GOING TO FUNNEL ANYONE THROUGH A IVR, WE'RE NOT GOING TO FUNNEL ANYONE THROUGH A PHONE TREE.

YOU'LL GET A LIVE PERSON THAT PICKS UP AND CAN HELP YOU FIND THE INFORMATION THAT FIRST CALL RESOLUTION, FIND THE INFORMATION OR SUBMIT THE SERVICE QUEST THAT YOU'RE LOOKING FOR.

AFTER HOURS WE WERE VERY INTENTIONAL AND NOT WANTING ANYONE TO BE LOST AFTER HOURS.

FROM THE ONLINE STANDPOINT, YOU CAN GO ONTO OUR ONLINE PORTAL OR USE THE APP 24 HOURS A DAY, SEVEN DAYS A WEEK.

THOSE REQUESTS ARE ESSENTIALLY PULLED INTO A QUEUE AND THEN THE FIRST BUSINESS DAY THAT WE'RE OPENED THEY'LL BE ADMINISTERED BY OUR CALL TAKERS.

THEN WE OBVIOUSLY AFTER HOURS WILL TELL EVERYONE IF YOU HAVE AN EMERGENCY THAT YOU NEED TO DIAL 911, BUT IF YOU HAVE A 311 URGENT REQUESTS.

FOR INSTANCE, I KNOW YOU'RE NOT SUPPOSED TO SAY THIS FOR ANYONE PUBLIC WORKS.

BUT IF YOU LOOK OUTSIDE YOUR WINDOW AND YOU SEE A MAIN BREAK IN THE MIDDLE OF THE STREET, YOU DON'T WANT TO WAIT TILL THE NEXT BUSINESS DAY TO REPORT THAT SO THERE'LL BE A WAY TO FUNNEL THOSE CALLS AFTER HOURS TO OUR NON-EMERGENCY POLICE.

THEN OF COURSE, YOU CAN LEAVE A VOICEMAIL AND WE'LL GET BACK TO ANYONE THAT LEAVES A VOICEMAIL ON OUR FIRST VISIT SITES.

WE WANTED SOMETHING FOR EVERYONE EVEN AFTER HOURS TO BE ABLE TO FIELD CERTAIN CALLS.

BUT IF YOU GO TO OUR LANDING PAGE AND YOU WANT TO PUT ON SERVICE REQUESTS ONLINE, IT WILL TAKE YOU INTO OUR CRM SYSTEM.

I WANTED TO GIVE YOU GUYS JUST A LITTLE OVERVIEW OF OUR CRM SYSTEMS SO IT'LL TAKE YOU TO THIS PAGE TO SUBMIT A REQUEST.

YOU CAN SEE ON THE LEFT IS THE CATEGORY OF ALL OF OUR DIFFERENT SERVICE REQUESTS CATEGORIES AND THEN IF YOU CLICK ON ONE ON THE RIGHT, YOU HAVE THIS SPECIFIC SERVICE REQUESTS.

IN THIS CASE UNDER ANIMAL SERVICES YOU HAVE ANIMAL BITE, BARKING DOG, DANGEROUS ANIMAL.

I THINK WE HAVE AROUND 40 PLUS SERVICE REQUESTS IN HERE, WE TRIED TO PAIR THEM DOWN AS LITTLE AS POSSIBLE.

BUT WE ALSO HAVE A MISCELLANEOUS REQUEST SO IF YOU CAN'T QUITE FIND EXACTLY WHAT YOU'RE LOOKING FOR, YOU CAN JUST DO A MISCELLANEOUS REQUEST AND OUR CUSTOMER SERVICE REPRESENTATIVES WILL DISSEMINATE THAT OUT TO THE RIGHT DEPARTMENT.

BUT IF YOU DON'T FEEL LIKE DIGGING INTO ALL THESE DIFFERENT 40-SOMETHING REQUESTS, THERE'S A GIANT SEARCH BAR UP AT THE TOP THAT HAS KEYWORDS ATTACHED TO ALL THE SERVICE REQUESTS THAT WE'RE CONTINUALLY UPDATING.

FOR THIS PARTICULAR CASE, LET'S SAY THAT YOU WERE STANDING IN A PARK AND IT HAD GRAFFITI AND YOU WANTED TO PUT THAT GRAFFITI INTO OUR SERVICE REQUESTS, SO YOU WOULD JUST TYPE PART GRAFFITI OR GRAFFITI AND OF COURSE, THE PARKS AND RECREATION DEPARTMENT CATEGORY WOULD COME UP.

THEN ON THE RIGHT YOU CAN SEE THE PARKS MAINTENANCE CONCERN.

EVERY SINGLE SERVICE QUEST THAT YOU CLICK ON HAS A FULL EXPLANATION THAT WAS DEVELOPED BY THE DEPARTMENTS THEMSELVES TO TELL YOU EXACTLY WHAT THAT SERVICE REQUEST IS FOR.

IN THIS CASE, YOU CAN SEE THAT IT'S EXACTLY WHAT I NEED, IT'S FOR GRAFFITI AND DAMAGED PLAYGROUND EQUIPMENT.

IF YOU DIDN'T FIND EXACTLY WHAT YOU NEEDED HERE, YOU CAN SEARCH DIFFERENT KEYWORDS OR JUST PUT IN A MISCELLANEOUS REQUEST.

EVERY SERVICE REQUEST ALSO LETS THE CITIZEN KNOW FROM THAT TRANSPARENCY STANDPOINT HOW LONG IT WILL TAKE FOR US TO GET BACK TO YOU, AND THEN HOW LONG IT WILL TAKE FOR THE RESOLUTION ESTIMATE OF THE ACTUAL SERVICE REQUESTS.

IN THIS CASE, IT SAYS WE'LL RESPOND BACK TO YOU WITHIN ONE BUSINESS DAY SO WE'LL LET YOU KNOW THAT WE ARE EITHER WORKING ON IT OR WHAT'S GOING ON WITH IT.

THEN THE ACTUAL SERVICE RESOLUTION ESTIMATE IS THREE BUSINESS DAYS.

NOW, THIS IS BACK TO THAT ENGAGEMENT THAT WITH CITIZENS THAT TRANSPARENCY LEVEL IF LET'S SAY FOR INSTANCE WE WENT TO GO TAKE SOME GRAFFITI OFF.

JAMES IS GOING TO GET MAD AT ME, THIS ISN'T GOING TO BE ACCURATE.

THEY HAD TO ORDER SOME SPECIALTY PAIN OR SPECIALTY TOOL TO GET THAT GRAFFITI OFF.

THIS IS BACK TO THAT TRANSPARENCY THAT WE'RE REALLY EXCITED ABOUT WITH OUR CITIZENS.

IF WE KNOW IT'S GOING TO TAKE FIVE DAYS INSTEAD OF THE ESTIMATED THREE DAYS, WE CAN REACH OUT TO THE CITIZEN AND LET THEM KNOW, HEY, WE'RE ORDERING A SPECIAL PART FOR THIS, IT'S GOING TO TAKE A LITTLE BIT LONGER THAN THREE DAYS.

WE HAVE FOUND IN OUR CALL CENTER THAT CITIZENS ARE NOT NECESSARILY THAT WORRIED ABOUT THE ACTUAL ESTIMATE OF TIME, IT'S JUST BEING AWARE OF WHAT'S GOING ON WITH THE SERVICE REQUEST AND BEING UP-TO-DATE AND I THINK THAT'S SOMETHING THAT THEY WILL REALLY ENJOY.

NOW, I WAS GOING TO TAKE YOU GUYS THROUGH THE ACTUAL STEP-BY-STEP OF PUTTING THIS IN.

>> OH, YEAH. [OVERLAPPING] GO AHEAD. I'M SORRY. I AM VERY QUICK.

>> YES, YOU DO [LAUGHTER] AND I APPRECIATE THAT.

BUT IT'S EXACTLY WHAT YOU SAID OF KNOWING IT'S GOING TO GET ADDRESSED AND I APPRECIATE THE UPDATE, BUT IT MIGHT TAKE TWO DAYS OR THREE DAYS LONGER.

BUT I HAD A SITUATION WHERE OUR MAILBOX KEPT SINKING AND IT WAS JUST LIKE, OKAY, WELL, THEY CAME OUT AND NOW I DON'T KNOW.

IT'S BEEN A COUPLE MORE DAYS AND THEY HAVEN'T TOUCHED IT SINCE, WHERE'S THE STANDING? IT'S LIKE, OH, THEY NEEDED TO ORDER SUCH AND SUCH.

BUT THAT WASN'T COMMUNICATED TO ME AND SO WE DON'T HAVE A MAILBOX AND THE THINGS TILTED OVER AND SO IT'S JUST NICE KNOWING WHAT THE TIMELINE AND WHAT WE CAN EXPECT.

>> EXACTLY.

>> INSTEAD OF THE UNKNOWN OF LIKE, I HOPE THIS GETS ADDRESSED, ROLL THE DICE [OVERLAPPING]

>> THAT GOES BACK TO THE EFFICIENCY OF THE DEPARTMENTS THEMSELVES.

AS A CONSTANT OR WE CAN HANDLE THAT COMMUNICATION BACK AND FORTH TO THE CITIZENS AND THEY CAN FOCUS ON WHAT THEY'RE DOING TO FIX IT TOO.

[OVERLAPPING] THAT SHOULD HELP STREAMLINE [OVERLAPPING] THE EFFICIENCY OF WHAT WE'RE DOING.

>> ABSOLUTELY.

>> I WAS GOING TO WALK YOU GUYS THROUGH THE ACTUAL STEP-BY-STEP OF THE REQUEST FOR THE SAKE OF TIME, I CAN TELL YOU IT'S JUST ON RAILS.

EVERY SINGLE SERVICE REQUESTS YOU CLICK ON A REQUEST, IT'S DEPENDING ON THE SERVICE REQUESTS, THERE'S DIFFERENT QUESTIONS THAT YOU HAVE TO FILL OUT BASED ON THE SERVICE REQUESTS.

THERE'S A MAP THAT YOU TYPE THE ADDRESS OF WHERE THE ISSUE IS.

YOU CAN PUT IN CONTACT INFORMATION IF YOU WANT TO BE KEPT UP TO DATE WITH WHAT YOU'RE DOING.

YOU CAN SUBMIT IT ANONYMOUSLY IF YOU JUST WANTED TO SUBMIT AN ANONYMOUS REQUEST, BUT IT'S VERY HARD FOR US TO UPDATE YOU ON WHAT'S GOING ON WITH IT IF YOU SUBMITTED WITH NO CONTACT INFORMATION.

THEN YOU CAN ALSO UPLOAD A PICTURE OF THE REQUEST SO IF YOU HAD YOUR MAILBOX WAS THINKING YOU COULD TAKE A PICTURE AND UPLOAD IT IN THERE.

A LOT OF TIMES WITH THESE SERVICE REQUESTS IS VERY HELPFUL TO SEE EXACTLY WHERE OR WHAT YOU'RE TALKING ABOUT WHEN YOU'RE SUBMITTING IT. [OVERLAPPING]

[01:05:04]

>> ABSOLUTELY. BECAUSE THERE WAS A LEAK AND I'M LIKE, I DON'T KNOW WHY MY MAILBOX [LAUGHTER] IS SINKING INTO THE GROUND AND IF THEY CAME IN DOUG AND IT'S LIKE, OH, THERE'S A MASSIVE LEAK.

IT WENT UNDERNEATH THE STREET AND HE ENDED UP BEING A WHOLE TO DO.

BUT [LAUGHTER] IT WAS LIKE SEVERAL DEPARTMENTS HAD TO COMMUNICATE SO THIS IS ONE OF THOSE OPPORTUNITIES WHERE I CAN PERFECTLY SEE HOW THIS CAN COORDINATE EVERYONE AND GET THE COMMUNICATION BACK [OVERLAPPING] TO THE CITIZENS.

>> I WANT TO BE CLEAR, THIS HAPPENED BEFORE 311 WAS INSTITUTED, [LAUGHTER].

>> IT WAS. IT WAS LAST YEAR, BUT YEAH, JUST CLOSING THAT LOOP IS SUPER HELPFUL.

>> IN THIS SAME ONLINE PORTAL, ONCE YOU HAVE SUBMITTED THE REPORT, YOU CAN SEE THAT I'M LOGGED IN THERE IN THE TOP RIGHT-HAND CORNER AND ANYTHING THAT YOU PUT IN WILL GO UNDER YOUR SERVICE REQUESTS.

LIKE I SAID, YOU CAN SEE SERVICE REQUESTS FROM ALL OVER THE CITY IF YOU'RE JUST FEELING CURIOUS, BUT ALL OF YOUR SERVICE REQUESTS WILL BE UNDER YOUR STATUS.

IF I HAD MULTIPLE ONES IN HERE, YOU WOULD SEE MULTIPLE REQUESTS IN THERE.

BUT YOU CAN SEE THE PARKS MAINTENANCE CONCERN THAT I PUT IT IN, YOU CAN SEE THE ADDRESS.

THERE'S A SECTION WHERE YOU CAN SEE ALL THE DETAILS OF EVERYTHING THAT I PUT IN.

YOU GET THERE'S A MAP WHERE IT SHOWS US IN CLARK PARK AND THERE'S A CASE NUMBER RIGHT THERE, 23-00000026.

THAT HELPS BECAUSE IF I CALL INTO 311 AND WHEN I ADD ADDITIONAL DETAILS OR TELL THEM ABOUT MY REQUEST, I CAN REFERENCE THAT AND THEY CAN FIND IT VERY EASILY AND THAT'S ALL OVER THE ONLINE PORTAL.

THEN THERE'S A ACTIVITIES AND COMMENTS SECTION UNDER EACH SERVICE REQUEST.

YOU CAN SEE HERE, THIS I REPLIED TO MYSELF, THIS IS A TEST.

BUT THOSE CUSTOMER SERVICE REP CAN REPLY TO THESE AND IT'S ALMOST LIKE A CHAT MESSENGER WITH THE CSR.

IN THIS CASE, IT SAYS YOU'VE BEEN NOTIFIED THE GRAFFITI AND WE'RE INVESTIGATING IT.

IF WE WERE GOING TO ORDER A SPECIALTY PART, WE COULD SAY IT'S GOING TO TAKE A FEW MORE DAYS.

IF THE CITIZEN WANTS TO TYPE BACK TO THE CSR, THEY ACTUALLY CAN.

IT'S NOT REAL-TIME, BUT IT COMES ACROSS PRETTY QUICKLY.

THEY CAN SAY, OH, I JUST WANTED TO ADD THIS EXTRA DETAIL OR I FORGOT TO PUT THIS IN AND THAT'S COMMUNICATED BACK AND FORTH.

THAT LEVEL OF TRANSPARENCY AND ENGAGEMENT IS VERY EXCITING SO THAT'S THE ONLINE PORTAL.

YOU CAN ALSO LOOK THROUGH OUR KNOWLEDGE BASE, YOU CAN LOOK AT OTHER SERVICE REQUESTS AROUND THE CITY.

THERE'S A LOT TO DO IN THERE, I CAN'T WAIT FOR YOU GUYS TO LOG IN AND PLAY AROUND IN IT.

BUT I DID WANT TO SHOW THIS EXACT SAME SERVICE REQUESTS ON OUR NEW MOBILE APP.

OUR MOBILE APP THAT'S THE FRONT PAGE AS YOU HAVE THERE YOU CAN SEE I'M SIGNED IN THE LITTLE JE AT THE TOP RIGHT CORNER.

YOU CAN SUBMIT REQUESTS JUST LIKE YOU CAN ON THE ONLINE PORTAL, YOU CAN LOOK AT THINGS ALL OVER THE CITY, THE DIFFERENT REQUESTS ALL OVER THE CITY, YOU CAN LOOK AT YOUR REQUEST.

IF I SUBMITTED ON THE ONLINE PORTAL AND THEN PULLED UP MY MOBILE APP, THEY WOULD BE SYNCED IN TOGETHER SO I WOULD SEE EVERYTHING AND VICE VERSA.

THEN YOU CAN LOOK THROUGH OUR KNOWLEDGE BASE, BUT YOU CAN SEE ON THAT SECOND PICTURE THAT THE PARKS MAINTENANCE CONCERN HAS THE SAME WRITE-UP, IT HAS THE SAME SLA ESTIMATES, IT'S JUST MOBILE-FRIENDLY.

A VERY COOL FEATURE WITH THE APP IS THAT IF YOU'RE STANDING AND YOU HAVE YOUR GEO-LOCATE ON AND YOU'RE STANDING EXACTLY IN FRONT OF THE GRAFFITI, YOU DON'T HAVE TO TYPE IN THE ADDRESS.

YOU CAN JUST SAY USE MY LOCATION AND IT FILLS IT OUT FOR YOU AND YOU CAN EASILY TAKE A PICTURE WITH YOUR PHONE BECAUSE YOU CAN JUST POINT IT OUT THE GRAFFITI AND TAKE A PICTURE.

THE APP IS A LITTLE BIT MORE STREAMLINED AND EASY TO USE.

BUT AGAIN, AT THE VERY LAST ONE THERE YOU CAN SEE THE CASE NUMBER AT THE TOP AND THE COMMUNICATION BACK AND FORTH WITH THE CUSTOMER SERVICE REP IT ACTS ALMOST LIKE A CHAT MESSENGER BACK-AND-FORTH.

THE CUSTOMER SERVICE REPS WHILE THEY'RE TAKING CALLS AND SUBMITTING, THEY'RE ALSO MONITORING ALL OF THESE ON THE BACKEND TO SAYS PEOPLE PUT COMMENTS AND STUFF LIKE THAT.

WE'RE VERY EXCITED ABOUT THIS, THIS APP, IT'S IN THE APPLE STORE AND ANDROID STORE.

DON'T TELL ANYONE, OUR SECRET UNTIL MARCH 13TH, BUT YOU CAN GO AND DOWNLOAD IT RIGHT NOW AND USE IT [NOISE].

THEN I WON'T TALK A LOT ABOUT THIS.

I WON'T SPEND A LOT OF TIME ON THIS, BUT THIS IS WHAT WE'RE TALKING ABOUT WITH THAT BACK-END OF THE CRM SYSTEM.

ALL OF THIS INFORMATION, ALL OF THE ENGAGEMENT WITH CITIZENS, ALL OF THE SERVICES REQUESTS, ALL OF THIS SLAS, EVERYTHING AND ALL OF THAT DATA IS PUT INTO OUR SYSTEM AND WE CAN PULL THAT OUT AND REPORT ACROSS DIFFERENT DEPARTMENTS.

WHEN IT COMES TO BUDGET TIME, IT'S EXTREMELY TRANSPARENT, IT'S OPEN.

WE CAN TAKE A LOT OF THE INFORMATION AND PUT IT ON OUR WEBSITE.

IT'S FOR THE PUBLIC TO SEE SOME OF OUR COAL METRICS, SOME OF OUR SERVICE, WHICH SERVICE REQUESTS WERE TAKING IN THE MOST? IT'S VERY POWERFUL AND WE'RE EXCITED TO UTILIZE IT ON THE BACK END.

LASTLY, I HAVE TO GIVE A HUGE KUDOS TO OUR COMMUNITY SERVICES DEPARTMENT.

OUR COMMUNICATION TEAM, DEANNA AND HER TEAM, THEY PUT TOGETHER THIS AMAZING ROLLOUT FOR OUR 311 TO TRY AND GET IT OUT TO THE COMMUNITY.

MARCH 1 THROUGH 10, WE'RE DOING A WHO ARE YOU GOING TO CALL TEASERS.

I'M SURE YOU GUYS HAVE ALREADY SEEN A FEW OF THOSE THAT HAVE GONE OUT OVER FACEBOOK AND SOCIAL MEDIA.

I KNOW THERE WAS A LITTLE BIT OF CONFUSION OF WHAT IS THIS.

IT WAS ACTUALLY MEANT TO BE MYSTERIOUS.

IT WAS MEANT TO BE A TEASER OF WHAT IS THIS.

IT SAYS COMING SOON.

ON MARCH 13, THERE'S A LAUNCH DAY VIDEO AND A NEWS RELEASE SAYING 311 IS OPEN, IT'S OUR LAUNCH AND IT'S GOING TO TIE ALL THOSE TEASER PICTURES TOGETHER.

THEN MARCH THROUGH MAY WE'RE GOING DO A WEEKLY POST OF CALL.

CLICK. CONNECT. THAT'S OUR BURLINGTON BTX 311, A TAGLINE TO TRY AND PROMOTE IT AS MUCH AS POSSIBLE AND THEN JUNE THROUGH SEPTEMBER WE'LL DO AN ONGOING BI-WEEKLY.

SO THE GOAL IS THAT OVER THE NEXT YEAR, AT LEAST 50% OR HOPEFULLY MORE OF PEOPLE SURVEYED WILL NOT ONLY BE AWARE OF 311, BUT IN SOME WAY BE ENGAGING WITH 311 AND UTILIZING IT WHEN THEY NEED TO.

[01:10:01]

SOME OF THE MEDIUMS THAT WE'LL USE TO PUSH IT OUT.

OBVIOUSLY, IT'S ALL ABOUT SOCIAL MEDIA CHANNELS, NEWS RELEASES, NEWSLETTERS, WE'LL HAVE MAGNETS ON CITY VEHICLES, WE'LL HAVE GIVEAWAYS AT EVERY TOUCH POINT WITHIN THE CITY.

WE'LL HAVE A BIG BANNER ON THE FRONT WEBSITE, OBVIOUSLY PROMOTING IT, BUT WE WILL ALSO HAVE A STATIC BUTTON RIGHT ON THE FRONT PAGE THAT WILL BE THERE FOREVER.

IT'S VERY EASY TO SEE 311 THAT GOES STRAIGHT TO THAT LANDING PAGE THAT WE TALKED ABOUT.

THEN WE'LL HAVE A SPECIAL EVENT BOOTH.

I HAVE TO GIVE OUR PD A SHOUT OUT THERE.

THE PD IS HAVING THEIR OPEN HOUSE THIS SATURDAY ON 311 ON ONE DAY AND SO WHERE THEY'RE ALLOWING US TO PIGGYBACK, I KNOW THEY GET A BIG CITIZEN.

A LOT OF CITIZENS COME OUT FOR THE PD OPEN HOUSE.

THEY ALLOWED US TO PIGGYBACK ON THERE AND THEY'RE GOING TO SET UP A TABLE FOR US, SO WE'LL BE THERE AT THE PD OPEN HOUSE.

IT'S PERFECT BECAUSE IT'S THE SATURDAY RIGHT BEFORE WE LAUNCH ON MONDAY.

SO WE'LL BE THERE TELLING PEOPLE ABOUT IT, HAVING THEM DOWNLOAD THE APP ON THEIR PHONE, REGISTERING IT WILL HAVE AN EXAMPLE OF THE ONLINE PORTAL AND EXPLAINING WHAT GIVEAWAYS, AND WE WERE TALKING ABOUT 911 FOR EMERGENCIES AND 311 FOR EVERYTHING ELSE.

I THINK OUR TABLE IS ACTUALLY RIGHT NEXT TO THE 911 TABLE, SO IT'S PERFECT.

YOU HAVE 911 AND 311.

I THINK STARBUCKS IS ON THE OTHER SIDE OF US.

THAT'S WHAT I WAS TOLD. I'M EXCITED ABOUT IT.

THEY HAVE A BOUNCE HOUSE THERE, BUT TIM MAYBE TOLD ME I CAN'T GET IN THE BOUNCE HOUSE.

BEFORE WE GO TO QUESTIONS AND COMMENTS AND DISCUSSION, I JUST WANT TO SAY TO ENGENDER AN IDEA AT A YEAR AND TWO MONTHS AGO TO HAVE THIS PROJECT THAT CITY-WIDE AND IS THE NEXT LEVEL CUSTOMER EXPERIENCE FOR OUR CITIZENS AND THEN A YEAR LATER BE LAUNCHING IS A TREMENDOUS EFFORT.

WE'RE VERY EXCITED ABOUT IT, BUT IT COULD NOT HAVE HAPPENED WITHOUT THE SUPPORT OF A HOST OF DIFFERENT PEOPLE, STARTING WITH THE SUPPORT OF OUR CITY COUNCIL.

THIS IS THE SEVENTH TIME AND ONE WAY OR ANOTHER.

WE'VE BEEN BEFORE YOU GUYS AS FAR AS 311 AND WHAT WE'VE BEEN DOING IS WE'VE BUILT THIS.

WE HAVE NOT COME BEFORE YOU ALL WITHOUT GETTING FULL SUPPORT OF CUSTOMER SERVICE BECAUSE IT'S IN OUR STRATEGIC PLAN FROM YOU GUYS THAT CUSTOMER SERVICE IS A FOCUS OF THE CITY AND IT TRULY IS.

IT'S GREAT TO WORK IN A CITY AND BE THE DIRECTOR OF A DEPARTMENT CALLED CUSTOMER SERVICE, OR THE LEADERSHIP OF THAT CITY IS FOCUSED ON CUSTOMER SERVICE.

I WANT TO THANK YOU GUYS. I WANT TO THANK OUR CITY MANAGEMENT, BRIAN AND TOMMY.

EVER SINCE WE HAVE STARTED GOING DOWN THIS ROAD, WE HAVE NEVER COME TO THEM WITH THE CUSTOMER EXPERIENCE AT IN AS OUR FOCUS AND NOT BEEN FULLY SUPPORTED FROM YOU GUYS.

THEN OF COURSE WE DID NOT CUSTOMER SERVICE.

WE WORKED VERY HARD ON THIS, BUT WE DIDN'T BUILD THIS ALONE.

WE WORKED WITH A BUNCH OF DIFFERENT DEPARTMENTS ON THIS.

I JUST HAVE TO SAY THANK YOU TO OUR CUSTOMER SERVICE DEPARTMENT HAS WORKED VERY HARD ON IT.

OUR PUBLIC WORKS DEPARTMENT WITH ALL THE DEPARTMENTS AND DIVISIONS THAT HAVE WORKED WITH US ON ALL OF THIS.

OUR NEIGHBORHOOD SERVICES DEPARTMENT WITH ALL OF THEIR DEPARTMENTS AND DIVISIONS, A LOT OF WORK HAS GONE INTO IT.

OUR PUBLIC SAFETY DEPARTMENTS, BOTH FIRE AND POLICE, OUR PARKS DEPARTMENT OR COMMUNITY SERVICES, DEPARTMENT OF COMMUNICATIONS, AND A HUGE THANK YOU TO OUR IT DEPARTMENT WHO HAS HELPED WORK ON ALL THE BACKEND OF THIS, THE INTEGRATIONS TO ALL THE DIFFERENT SERVICES AND STUFF AND OUR GIS DEPARTMENT WHO'S BUILT ALL THOSE AMAZING MAPS, EVERYTHING THAT'S CONNECTED AND ALL THAT STUFF THAT GOES WAY OVER MY HEAD.

THEY DID AND THEY MADE IT LOOK EASY.

WE'RE VERY EXCITED TO LAUNCH THIS.

IT'S BEEN A YEAR IN THE MAKING AND WE'RE VERY PROUD OF IT IN MARCH 13TH OF 2023.

>> IS THERE ANY QUESTIONS? GO AHEAD.

>> [BACKGROUND].

>> IT'S AMAZING THING THAT GETS ME AND I WANT TO GIVE KUDOS TO BRIAN AND IS ANYBODY EVER NOTICED HOW JESSE TALKS FASTER THE MORE EXCITED IT GETS [LAUGHTER] IT'S GREAT.

YOU OR ME OUT. BUT I WAS ONLY MAYOR OR MAYBE A MONTH OR TWO WHEN I WENT TO BRIAN AND SAID, CAN WE DO ANYTHING ABOUT OUR CUSTOMER SERVICE? THAT'S ALL I SAID.

EVERYTHING ELSE JUST HAPPENED.

THANK YOU, BRIAN. THANK YOU JESSE.

HOW YOU BROUGHT YOUR ENTHUSIASM END OF THESE MEETINGS TO GET EVERYBODY TO PARTICIPATE.

YOU KNOW AND I'VE ALWAYS SAID, A PERSON CAN CONTROL THE ROOM BY YOUR ATTITUDE.

YOU COME INTO A ROOM AND BRING EVERYBODY DOWN, OR YOU CAN COME INTO ROOM AND BRING EVERYBODY UP.

JESSE, YOU BRING EVERYBODY UP AND I APPRECIATE IT.

I'M REALLY EXCITED ABOUT THIS. THANK YOU.

>> THANKS, MAYOR. WE'RE REALLY EXCITED.

>> ANYBODY ELSE?

>> YEAH. THANKS, JASMINE.

>> MAYOR AND COUNSEL, THAT BRINGS US TO SECTION 3, PUBLIC PRESENTATIONS 3A.

[3.A. Proclamations]

PROCLAMATIONS.

TONIGHT THERE IS A PROCLAMATION FOR RECOGNIZING THEATER IN OUR SCHOOLS FOR THE MONTH OF MARCH.

THE RECIPIENT TODAY RECEIVING THAT PROCLAMATION IS CHRISTIAN STEAL, THE BURLINGTON MAYOR'S YOUTH COUNCIL CHAIR, AND BURLINGTON HIGH SCHOOL ELK THEATER.

>> PLEASURE TO BE HERE TODAY, CITY COUNCIL.

THESE ARE OUR REPRESENTATIVES OF THE BURLINGTON SCHOOL AND ELK THEATER DEPARTMENT.

I AM ALSO THE MERITS OF YOUTH COUNCIL CHAIR AND WE HAVE ALL OF US,

[01:15:01]

RESPECTIVELY HAVE PUT IN YEARS OF WORK INTO THEATER AND WE HAVE SEEN ITS EFFECTS.

THEATER BRINGS COMMUNITIES TOGETHER.

IT EDUCATES ABOUT DIFFICULT ISSUES THAT NO ONE MAY EVEN KNOW.

IN THE PROCESS OF ALL OF THIS, IT PROVIDES STUDENTS WITH A CREATIVE OUTLETS.

WITH THOSE CREATIVE OUTLETS, THE STUDENT COULD LEARN MORE EFFECTIVELY OR JUST HAVE A SAFE PLACE IN GENERAL, SO WHERE THEY HAVEN'T ENVIRONMENT THEY COULD GO TO WHEN THEY DON'T FEEL NECESSARILY APPRECIATED OR HAPPY.

THEATER IS YOUR SAFE PLACE.

IT'S AN HONOR TO JUST RECOGNIZE THEATER BECAUSE IT IS ONE OF THE MOST UNDERRATED AND EVEN UNDERFUNDED AT TIMES.

OUR FORUMS, AND WE TRULY BELIEVE IT HAS MADE A GREAT EFFECT ON OUR LIVES.

>> GOOD JOB CHRIS.

>> DO Y'ALL HAVE A SHOW COMING FOR THE SPRING?

>> WE ARE DOING THE UNIVERSITY INTERSCHOLASTIC LEAGUE ONE-ACT PLAY COMPETITION.

OUR COMPETITION IS TOMORROW AT TIMBER VIEW HIGH SCHOOL AND OUR PERFORMANCE WILL SPECIFICALLY BE AT 11:00 A.M. AT TIMBER VIEW HIGH-SCHOOL AND WE'RE JUST REALLY EXCITED FOR IT WITH OUR ONE-ACT PLAY JOURNEY.

>> WE WISH YOU ALL THE BEST OF LUCK.

I GET TO EXPERIENCE YOUR ENERGY AT YOUTH COUNCIL MEETINGS ONCE A MONTH AND I SO APPRECIATE WHAT YOU'RE GETTING A GROUP TOGETHER AND BRINGING THIS FORWARD TO COUNCIL.

THANK YOU FOR THE AWARENESS AND I HOPE YOU-ALL HAVE MUCH SUCCESS.

>> [LAUGHTER] THANK YOU.

>> CHRISTIAN HAS BEEN THE MEETING LEADER SETTING UP HERE IN THE DICE.

HE'S REALLY GROWN, SAY THAT.

HE HAS REALLY STEPPED UP AND STARTED SEEING SOME OF THE CHALLENGES AND DEALING WITH THEM.

I'M PROUD OF ALL YOU GUYS. YOU READY FOR THIS?

>> OKAY MAYOR?

>> NOW THEREFORE, I, MAYOR CHRIS FLETCHER ON BEHALF OF THE CITIZENS OF CARLSEN, AND THE ENTIRE CITY COUNCIL, HEREBY PROCLAIM THE MONTH OF MARCH AS THEATER IN OUR SCHOOLS MONTH IN THE CITY OF CHARLESTON.

CONGRATULATION GUYS.

>> THANK YOU SO MUCH.

>> COUNCIL [APPLAUSE]

>> LET'S GO DOWN, RIGHT.

>>I HOPE IF YOU'LL WAIT FOR A PICTURE, MAYORS AND COUNSEL IS GOING TO COME DOWN THERE AND TAKE A PICTURE WITH YOU [LAUGHTER]

>> IS GOOD [BACKGROUND]

>> EVERYONE WITH ME [APPLAUSE]

>> THANK YOU MAYOR AND COUNCIL.

AT THIS TIME, WE DO NEED TO CHANGE ORDER OF OUR AGENDA BRIEFLY,

[10. RECESS INTO EXECUTIVE SESSION]

WE'RE GOING TO MOVE UP EXECUTIVE SESSION.

PURSUANT TO SECTION 551.071 OF THE TEXAS GOVERNMENT CODE, THE COUNCIL DOES HAVE A NEED TO CONVENE INTO EXECUTIVE SESSION.

THEY WILL CONVENE INTO EXECUTIVE SESSION PURSUANT TO SECTION 551.071, 551.072, AND 551.087.

MAYOR, IF YOU COULD ASK FOR A MOTION IN A SECOND AND VOTE ON GOING INTO EXECUTIVE SESSION, PLEASE?

>> IS THERE A MOTION TO GO INTO EXECUTIVE SESSION? ANYBODY.

>> SECOND.

>> I'VE GOT A MOTION BY RICK AND A SECOND BY THE CLINTON.

PLEASE VOTE. PASS A UNANIMOUS, WE'RE GOING INTO THE SESSION AT 5:51.

>> THANK YOU, MAYOR AND COUNCIL THAT BRINGS US TO ITEM 3B PRESENTATIONS.

WE HAVE NO PRESENTATIONS FOR THIS EVENING.

THAT BRINGS US TO ITEM 3C,

[3.C. Community Interest Items]

COMMUNITY INTERESTS ITEMS, CITY COUNCIL.

>> AT A CRAFT SHOW AT THE SENIOR CITIZENS THIS WEEKEND AND I WAS ABLE TO GO TO THAT, IT WAS GREAT.

WE HAD A LOT OF FOLKS THERE THAT PRESENTED

[01:20:04]

THEIR CRAFTS AND A LOT OF THAT HIP THEIR LIBRARY TOO, WE HAD A PORTION OF THE MONEY GO INTO THE LIBRARY, SO I REALLY ENJOYED IT AND IT WAS A GOOD ORGANIZATION AND A GREAT WAY TO GO.

[BACKGROUND]

>> THIS WEEKEND, THIS SATURDAY AT 09:30 AT THE BARK PARK, THERE WILL BE DOGS AND DONUTS SO ANYONE WITH THEIR FURRY PETS CAN COME OUT AND ENJOY DONUTS AND LOTS OF BOOTHS WITH INFORMATION AND GIVEAWAYS AND GOODIES AND YOU GET TO HAVE FUN MORNING WITH ALL YOUR LITTLE FIREBALL FRIENDS.

AT 10:00, THE BURLINGTON POLICE DEPARTMENT WILL HAVE THEIR ANNUAL OPEN HOUSE AND AS WAS MENTIONED EARLIER, IT IS ALWAYS A VERY WELL-ATTENDED EVENT.

YOU GET TO ASK ALL THE QUESTIONS AND EXPERIENCE, A LOT OF THINGS HANDS-ON.

SEE DIFFERENT TYPES OF EQUIPMENT, DIFFERENT TRUCKS, DIFFERENT TOOLS THAT THEY USE DAY TO DAY AND SO THAT'S A REALLY FUN MORNING AND I THINK IT'S TENDED TO ACTUALLY AND YOU CAN STOP BY AND ASK ANY QUESTIONS AND SUPPORT OUR POLICE DEPARTMENT.

THEN I ALSO WANT TO MAKE A PLUG FOR THE CHARACTER COUNCIL LUNCHEON.

THIS EVENT HAS BEEN SCHEDULED FOR MARCH 23RD AND IT WILL BE AT PATHWAY CHURCH, AND IF YOU AS CITIZENS, COMMUNITY MEMBERS WOULD LIKE TO ATTEND, YOU CONTACT THE CHAMBER OF COMMERCE AND THEY ARE HELPING TO ORGANIZE THE TICKETS AND THE NAMES FOR THE LIST.

THERE ISN'T A COST FOR THE TICKET, BUT WE DO ACCEPT DONATIONS.

THIS IS A WONDERFUL EVENT THAT HAPPENS ANNUALLY.

THE CHARACTER COUNCIL IS MADE UP OF THE CITY OF BURLINGTON, THE SCHOOL BOARD, THE MINISTERIAL ALLIANCE, AND THE CHAMBER OF COMMERCE, AND ANNUALLY, WE RECOGNIZE GOOD CHARACTER WITHIN OUR SCHOOLS AND WE BRAG ON THE KIDDOS AND THEY GET RECOGNIZED FOR SHOWING DIFFERENT CHARACTER TRAITS AND THEY ARE IDENTIFIED BY TEACHERS AND STAFF AT THEIR SCHOOLS, AND THEN THIS LUNCHEON IS DEDICATED TO THEM, AND WE BRAG ON THEM, AND IT'S SUCH A FUN, FEEL GOOD DAY AND IT'S JUST, I CAN'T SAY ENOUGH HOW AWESOME IT IS TO ATTEND THIS EVENT.

I HIGHLY ENCOURAGE ANY CITIZENS AND OUR COUNCIL TO ATTEND AND WE ALSO RECOGNIZE STUDENTS WITH SPECIAL NEEDS AND THEN WE AS A COMMUNITY, WILL RECOGNIZE A COMMUNITY MEMBER THAT'S CONTRIBUTED TO THE COMMUNITY IN DIFFERENT WAYS AND AVENUES AND IT'S THE BYRON BLACK AWARDS.

MAKE PLANS TO ATTEND THE 23RD AT PATHWAY CHURCH AT 11:30. THANK YOU.

>> THANK YOU, MAYOR AND COUNCIL.

THAT BRINGS US TO SECTION 4 CHANGES TO THE POSTED AGENDA.

4A IS ITEMS TO BE CONTINUED OR WITHDRAWN, AT THIS TIME, I DON'T KNOW OF ANY.

>> NO.

>> THEN WE'LL BRINGS THIS ONTO 4B ITEMS TO BE WITHDRAWN FROM THE CONSENT AGENDA FOR SEPARATE DISCUSSION BY THE CITY COUNCIL, STAFF OR MEMBERS OF PUBLIC IN ATTENDANCE.

ITEMS TO BE ADDED TO THE CONSENT AGENDA WOULD REQUIRE AN OFFICIAL VOTE BY THE CITY COUNCIL.

IS THERE ANYBODY WHO WOULD LIKE TO REMOVE AN ITEM FROM CONSENT AGENDA FOR A SEPARATE DISCUSSION? SEEING NONE THAT'LL TAKE US TO SECTION 5, CITIZENS APPEARANCE.

[5. CITIZENS APPEARANCES]

EACH PERSON IN ATTENDANCE WHO DESIRES TO SPEAK TO THE CITY COUNCIL ON AN ITEM NOT POSTED ON THE AGENDA SHALL SPEAK DURING THIS SECTION.

A SPEAKER CARD MUST BE FILLED OUT AND TURNED IN PRIOR TO ADDRESSING THE CITY COUNCIL AND EACH SPEAKER DURING THIS SECTION WILL BE ALLOWED THREE MINUTES TO SPEAK.

I DO HAVE ONE SPEAKER CARD UNDER CITIZENS APPEARANCE, AND THAT IS MR. HANK COLERIDGE.

>> I APPRECIATE YOU FOLKS [INAUDIBLE] RESPOND MY NAME IS HANK COLERIDGE AND [INAUDIBLE] TO FOR ABOUT 70 YEARS NOW, A LONG TIME, I'M ALSO A SENIOR CITIZEN, AND IT'S GREAT TO SPEAK TO YOU.

I WANT TO TALK TO YOU JUST A LITTLE BIT ABOUT CLAIRE AND DALE TEXAS.

MOST OF YOU HAVE NEVER HEARD OF CLAIRE AND DALE TEXAS BUT THEY'RE POPULAR WITH CROSSES.

THEY'VE GOT CROSSES ALL OVER THE CITY, AND I WANT TO TAKE A LOT OF THOUGHT AND PLAN A SEE, I KNOW WE CAN'T TAKE ACTION ON THIS.

BUT WHEN YOU COME IN SOUTH ON I35 WEST, WHERE ASBURY IS, THERE'S A BUNCH OF CRATE MURALS OUT THERE AND HEVERLY, MANY OF YOU KNEW INHERENTLY GREAT SO.

I CAN ENVISION A LARGE CROSS BEING OUT THERE.

NORMAN, OKLAHOMA HAS THE BIG ONE.

I KNOW OUR MAYOR, PRO TEM, DAN MCCLENDON, IS IN THE BUSINESS OF FABRICATION, HONORED TO WORK WITH YOU.

[INAUDIBLE] MANY OCCASIONS AND BASED ON WHO IS A FORMER CITIZEN OF THE YEAR,

[01:25:06]

HE'S INTO STEEL FABRICATION AND I BET IF WE COULD HOOK YOU TO GATHER UP COUNCILMAN DAN AND BRUCE BASIN WITH YOUR TALENTS, YOU CAN'T TAKE ACTION ON TONIGHT I UNDERSTAND BUT PERHAPS ONE DAY WE CAN HAVE ALL OF OUR COUNCIL FOLKS MEN I LOVE YOU FOR WHAT YOU DO.

HOW THEY'RE STANDING BY BIT CROSS AND WHEN PEOPLE HAVE CENTERED THEMSELVES TOWARD THE CITY YOU USED TO BE CALLED CITY OF CHARACTER, SHAME ON US, BUT IT COULD BE ACROSS AFTER.

CAN YOU SEE IT? CAN YOU ENVISION IT OUT THERE? SO THAT'S HOW I GOT TO SAY AND HUMBLED ME IN THE CITY OF BURLESON.

PERHAPS PEOPLE COME IN THIS AREA FROM MILES AWAY.

I CAN SEE A LARGE PAINTED WHITE, I DON'T CARE, I DON'T KNOW.

BUT JUST MAYBE MAN APPRECIATE YOU TOO, IT COULD BE THERE.

THAT'S ALL I GOT TO SAY. YOU CAN CLAP IF YOU WANT TO.

[LAUGHTER] [APPLAUSE]

>> THANK YOU. I HAVE NO OTHER SPEAKER CARDS THAT ARE NOT FOR AN ITEM THAT IS POSTED ON THE AGENDA.

IS THERE ANYBODY ELSE IN THE AUDIENCE WHO WOULD LIKE TO ADDRESS THE CITY COUNCIL ON AN ITEM NOT LISTED ON THE AGENDA TONIGHT? SEEING NONE.

[6. CONSENT AGENDA]

WE'LL MOVE ON TO SECTION 6, CONSENT AGENDA.

ALL THE ITEMS LISTED ON THE CONSENT AGENDA ARE CONSIDERED TO BE ROUTINE BY THE CITY COUNCIL AND WILL BE ENACTED WITH ONE MOTION.

THERE'LL BE NO SEPARATE DISCUSSION OF THESE ITEMS AND APPROVAL OF THE CONSENT AGENDA AUTHORIZES THE CITY MANAGER TO IMPLEMENT EACH ITEM IN ACCORDANCE WITH STAFF RECOMMENDATIONS.

TONIGHT FOR YOUR CONSIDERATION, THE CONSENT AGENDA CONSISTS OF ITEMS 6A THROUGH 6H.

>> IS THERE A MOTION ON THE CONSENT AGENDA?

>> MOVE TO APPROVE.

>> SECOND.

>> WE'VE GOT A MOTION BY DAN AND SECOND BY RICK.

PLEASE VOTE. PASSES UNANIMOUS.

>> THANK YOU, MAYOR AND COUNCIL, I JUST WOULD LIKE TO MENTION THOUGH, THAT THE MOTION BY DAN MCCLENDON WAS THE SAME AS THE MOTION BY COUNCIL MEMBER JOHNSON TO APPROVE THE CONSENT AGENDA.

THANK YOU. TO STATE THAT. THANK YOU.

THAT MOVES US ON TO SECTION 7, DEVELOPMENT APPLICATIONS.

[7.A. 1101 CR 1021 (Case 23-004): Hold a public hearing and consider approval of an ordinance for a zoning change request from “A”, Agriculture to “SFE" Single-family estate district. (First and Final Reading) (Staff Presenter: Tony Mcilwain, Development Services Director) (The Planning and Zoning Commission recommended approval by unanimous vote)]

7A IS 1101 COUNTY ROAD 1021, IT'S CASE 23-004.

TONIGHT IS TO HOLD A PUBLIC HEARING AND CONSIDER APPROVAL OF AN ORDINANCE FOR A ZONING CHANGE REQUESTS FROM "A" AGRICULTURE TO "SFE," SINGLE FAMILY ESTATE DISTRICT.

THIS IS BEFORE CITY COUNCIL ON FIRST AND FINAL READING.

THE STAFF PRESENTER IS TONY MCILWAIN, DEVELOPMENT SERVICES DIRECTOR, MR. MICHAEL WAYNE, YOU'RE UP.

>> THANK YOU MS. CAMPOS, AND GOOD EVENING MAYOR AND COUNCIL.

AS THE CITY SECRETARY MENTIONED, THIS IS A ZONING REQUEST SUBMITTED BY THE CITY OF BURLESON FOR THIS LARGER THAN TWO ACRE PARCEL, ADDRESS IS 1101 COUNTY ROAD 1021, THE CITY IS REQUESTING A ZONING CHANGE FROM "A," AGRICULTURAL DISTRICT TO "SFE," SINGLE FAMILY ZONING DISTRICT FOR THE PROPERTY THAT YOU SEE HIGHLIGHTED IN BLUE ON THE SCREEN.

THIS SECTION OF PROPERTY IS LOCATED IN THE NEIGHBORHOODS PORTION, DESIGNATED AREA OF THE COMPREHENSIVE PLAN.

THE REZONING IS NECESSARY BECAUSE WE UNDERWENT A PLATTING EXERCISE FOR THE LAKEWOOD DRIVE EXTENSION, WHICH HAS BEEN PUT IN, AND IT'S CREATED TWO LOTS ESSENTIALLY, BISECTED THE PROPERTY SO IT NO LONGER MEETS THE MINIMUM ACREAGE THRESHOLD FOR AGRICULTURAL ZONING.

WHAT WE'RE DOING IS BASICALLY HOUSEKEEPING MEASURE TO GET THE PROPERTY ZONE TO ZONING DISTRICT WHERE IT'S CONFORMING, WHICH IS THE SFE TO ONE ACRE MINIMUM.

WE WENT THROUGH THE PROCESS OF NOTIFYING INDIVIDUALS WITHIN 300 FEET OF THE SUBJECT SITE, AS WELL AS PLACING SIGNS ON THE PROPERTY AND WEALTH PUBLISHING IN THE NEWSPAPER.

DURING OUR PRESENTATION TO THE PLANNING AND ZONING COMMISSION, THEIR VOTE WAS TO RECOMMEND APPROVAL OF THE REZONE BY UNANIMOUS POSTURE.

THERE WAS NO DISCUSSION, NO SPEAKERS.

THAT CONCLUDES MY PRESENTATION.

STAFF, OF COURSE, RECOMMENDS APPROVAL OF THIS REASONABLE REQUESTS.

I ENTERTAIN ANY QUESTIONS YOU HAVE PRIOR TO OPENING THE PUBLIC HEARING.

[01:30:01]

>> IS THERE ANY QUESTIONS?

>> DID WE BUILD LAKEWOOD AS A QUIET CROSSING? I DON'T SEE A SIGN THAT SAYS NO TRAIN HORN.

>> WE'LL HAVE MR. OSCARSON COME UP FROM PUBLIC WORKS TO ADDRESS THAT?

>> YES. LAKEWOOD IS A QUIET ZONE.

>> IT IS A QUIET CROSSING?

>> IT'S A QUIET CROSSING. THEY'RE GOING TO PUT THE HORN THERE.

>> THANKS.

>> ANY OTHER? I'LL OPEN THE PUBLIC HEARING AT 06:48.

>> IS THERE ANYBODY IN THE AUDIENCE WHO WOULD LIKE TO SPEAK ON THIS ITEM DURING THE PUBLIC HEARING? I HAVE NO SPEAKER CARDS FOR THIS ITEM.

>> I'LL CLOSE THE PUBLIC HEARING AT 06:48.

IS THERE A MOTION ON THIS?

>> I'LL MOVE TO APPROVE.

>> ANYBODY?

>> SECOND.

>> WE HAVE A MOTION BY DAN AND A SECOND BY VICTORIA.

PLEASE VOTE. [BACKGROUND] PASSES UNANIMOUS.

>> THAT BRINGS US TO ITEM 7B,

[7.B. Belle Oak Estates (Case 22-169): Hold a public hearing and consider approval of an ordinance for a zoning change request from “A”, Agricultural to “PD”, Planned Development for a 39.696 acre site. (First and Final Reading) (Staff Presenter, Tony Mcilwain, Director of Development Services) (The Planning and Zoning Commission motion for approval passed 6-0).]

BELLE OAK ESTATES CASE 22-169.

TONIGHT IS TO HOLD A PUBLIC HEARING AND CONSIDER APPROVAL OF AN ORDINANCE FOR A ZONING CHANGE REQUEST FROM "A" AGRICULTURAL TO "PD" PLAN DEVELOPMENT FOR A 39.696 ACRE SITE.

THIS IS BEFORE CITY COUNCIL ON FIRST AND FINAL READING.

ONCE AGAIN, STAFF PRESENTER IS TONY MCILWAIN, DIRECTOR OF DEVELOPMENT SERVICES. MICHAEL WAYNE?

>> THANK YOU, MS. CAMPOS. AS A CITY SECRETARY MENTIONED, COUNCIL.

THIS IS A ZONING REQUEST FOR THIS PROPERTY TO CHANGE THE ZONING TO A PLANT DEVELOPMENT.

THE SITE ON THE SCREEN HIGHLIGHTED IN BLUE, WELL, GREEN, I SHOULD SAY, IS THE PROPERTY IN QUESTION, BELLE OAK'S.

JUST BY WAY OF HISTORY, IN 2006, THIS PROPERTY IS LOCATED OUTSIDE THE CITY LIMITS AND IT WAS PLOTTED AS ONE ACRE RESIDENTIAL LOTS WHILE IT WAS PART OF OUR ETJ.

TEN YEARS FROM THAT POINT, THE CITY ANNEXED THE PROPERTY INTO THE MUNICIPAL COURT WITH BOUNDARY, EXCUSE ME, AND AS WE DO PER PROCESS, THE PROPERTY WAS TAGGED WITH AN AGRICULTURAL ZONING DISTRICT.

NOW, SINCE THAT TIME, NO ALTERNATE ZONING DISTRICT WAS REQUESTED AND THE CITY WENT FORWARD WITH NO ADDITIONAL ACTIONS, SO WHAT YOU HAVE ARE ONE-ACRE LOTS THAT DON'T MEET THE CITY'S TREAK OR MINIMUM LOT SIZE.

LAST YEAR, OR RATHER, THE CITY DID RECEIVE A REPLAT.

PART OF THE REPLAT WAS NECESSITATED BY OUR CIP GROUP NEGOTIATING WITH THE PROPERTY OWNER FOR THE REALIGNMENT OF EASEMENTS ON THE SITE, AS WELL AS SOME ADDITIONAL LAND FOR RIGHT-OF-WAY PURPOSES.

DURING THE COURSE OF THAT ACTION, REPLAT WAS SUBMITTED, AND THIS FURTHER REDUCED THE WIDTH OF SOME OF THE LOTS IN QUESTION, WHICH IS THE BIGGER DEMARCATION FROM THE AGRICULTURAL ZONING.

WHERE THE PLANNING STAFF LOOKED AT THIS, WE TOOK IT AS AN OPPORTUNITY TO CLEAN UP THE ZONING FOR THE SITE, AND WHAT WE HAVE IS ESSENTIALLY IS A BASELINE SFE ZONING, WHICH THE PURPOSE OF THE PD IS TO ALLOW CERTAIN LOTS WITHIN THE SUBDIVISION TO EXIST AS THEY ARE, WHICH IS 60 FEET IN WIDTH.

TYPICALLY WE WILL HAVE 100 FEET WIDE LOT AT THE BUILDING LINE WHEN YOU DO SFE ZONING.

BUT WHAT WE'RE TRYING TO DO IS OBVIOUSLY WORK WITH THE PROPERTY OWNER TO MAKE SURE THAT HE CAN MAINTAIN LARGELY THE ONE-ACRE INTEGRITY SIZE OF THE LOTS, BUT GIVING THEM SOME FREEDOM TO UTILIZE THE LOTS THAT ARE A LITTLE LESS WIDE BECAUSE OF THE CITY'S ACTIONS REGARDING RIGHT AWAY AND EASEMENT REALIGNMENT.

WHAT WE HAVE IS THE PLANT DEVELOPMENT WHICH ALLOWS THE FOLLOWING CONDITIONS.

MINIMUM LOT WIDTH OF 60 FEET, AND ALSO PROVISIONS FOR ANY FENCES BUILT ACROSS DRAINAGE EASEMENTS TO BASICALLY ALLOW THE FLOW OF SURFACE WATER OR BE CONSTRUCTED IN A MANNER THAT ALLOWS WATER TO FLOW FREELY UNDERNEATH IT.

WHAT WE HAVE IS A DEPICTION ON A SCREEN.

IT GIVES YOU AN EXAMPLE OF WHAT CAN BE DONE.

FOR FENCES IN THIS NEIGHBORHOOD, THEY WOULD COME IN THROUGH DEVELOPMENT SERVICES AND THEN HAVE A JOINT REVIEW WITH OUR ENGINEERING STAFF TO MAKE SURE THAT WE DON'T HAVE ANY ISSUES WITH FUNCTION OF OUR DRAINAGE EASEMENTS IN THE AREA.

JUST BY WAY OF WHAT WE HAVE ON THE COMPREHENSIVE PLAN AND IN OUR CURRENT ZONING, AGAIN, NEIGHBORHOODS, COMMUNITY COMMERCIAL, THIS MAKES THE PLANT DEVELOPMENT CONSISTENT WITH THE COMPREHENSIVE PLAN.

AGAIN, THE BASELINE EG ZONING THAT'S BEEN IN PLACE SINCE THE CITY'S ANNEXATION ACTION.

WE NOTIFIED PROPERTY OWNERS WITHIN 300 FEET OF THE SITE, PUBLISHED THE NOTICE IN THE NEWSPAPER AS WELL AS PLACE SIGNS ON THE PROPERTY,

[01:35:01]

RECEIVED NO INQUIRIES REGARDING THIS REQUEST.

THE PLANNING AND ZONING COMMISSION MEETING, AFTER DELIBERATION, THEY MADE A MOTION TO RECOMMEND APPROVAL TO YOU ALL OF THE SFE BASELINE ZONING PLANT DEVELOPMENT FOR THE PROPERTY.

NO DISCUSSION, NO SPEAKERS.

STAFF RECOMMENDS APPROVAL OF THE ZONING CHANGE REQUEST.

WE BELIEVE IT'S IN CONFORMANCE WITH THE VISION OF THE COMPREHENSIVE PLAN AND BRINGS THE BELLE OAK'S DEVELOPMENT INTO ZONING COMPLIANCE, WHICH WAS A BIG CONCERN OF OURS, AND MAKE SURE ANY SUBSEQUENT PROPERTY OWNERS THAT BY THESE LOTS WON'T HAVE ANY ISSUES WITH NONCONFORMITY.

I'LL LIKE ENTERTAINING THE QUESTIONS YOU HAVE BEFORE YOU OPEN THE PUBLIC HEARING.

>> IS THERE ANY QUESTIONS?

>> YEAH. THE 30 FOOT RIGHT-OF-WAY DEDICATION WE GOT, IS THAT SUFFICIENT FOR THE BUILT OUT OF ASBURY THAT WE HAVE PLANNED HERE?

>> I HAVE TO REFER TO OUR CIP LEADERSHIP GROUP HERE.

[LAUGHTER]

>> GOOD EVENING. THE PLAN FOR ALL ASBURY WITH OBVIOUSLY WE'RE COMING FORWARD IN THE FUTURE FOR SOME SCHEMATIC DESIGNED FOR THAT AREA.

BUT WE HAVE 60-FOOT.

CURRENTLY WE ARE ASKING FOR ADDITIONAL 30-FOOT ON THAT SIDE.

UNDERSTAND WE'LL PROBABLY GOING TO GET 30-FOOT FROM THE OTHER TO GET TO 120-FOOT RIGHT AWAY THAT WE NEED, SO THAT'S WHY WE ACQUIRED THE 30 FEET.

>> THANKS.

>> ANYBODY ELSE? I WANT TO OPEN PUBLIC HEARING AT 06:54.

>> IS THERE ANYBODY IN THE AUDIENCE WHO WOULD LIKE TO SPEAK ON THIS PUBLIC HEARING? I HAVE NO SPEAKER CARDS FOR THIS ITEM.

>> I'LL CLOSE THE PUBLIC HEARING AT 06:55.

IS THERE A MOTION ON THIS?

>> MOTION MOVED.

>> SECOND.

>> I HAVE A MOTION BY DAN AND SECONDED BY RICK. PLEASE VOTE.

THIS IS UNANIMOUS.

>> THANK YOU, MAYOR AND COUNCIL.

[7.C. McNairn Plaza at 826 SW Wilshire Blvd (Case 22-143): Consider approval of a resolution for a sign variance to the setback of a pylon sign; Chapter 63, Sign Regulations. (Staff Presenter: Tony Mcilwain, Development Services Director) (No Planning and Zoning Commission action was required for this item.)]

THAT BRINGS US TO 7C MCNAIRN PLAZA AT 826 SOUTHWEST WILSHIRE BOULEVARD.

THIS IS CASE 22-143.

THIS IS TO CONSIDER APPROVAL OF A RESOLUTION FOR ASSIGNED VARIANCE TO THE SETBACK OF A PYLON SIGN.

THIS IS FROM CHAPTER 63, THE SIGN REGULATIONS.

THE STAFF PRESENTER ONCE AGAIN, IS TONY MCILWAIN

>> THANK YOU. AMANDA. COUNCIL, THIS IS AN ITEM THAT WE'RE BRINGING BACK BEFORE YOU.

IT WAS PREVIOUSLY BEFORE YOU FOR YOUR DELIBERATION BACK IN JANUARY.

JUST BY WAY OF A REFRESHER, THE SUBJECT SITE IS LOCATED IN THE CALL-OUT ON THE SCREEN BEFORE YOU.

PROPERTIES THAT 826 SOUTHWEST WILSHIRE BOULEVARD, DYNAMIC SIGN SOLUTIONS IS THE REQUESTING APPLICANT FOR VARIANCE TO ALLOW A PYLONS THOUGHT IT'D BE PLACED SOMEWHERE ON THE PROPERTY.

BACK IN JANUARY THE ORIGINAL WAIVER REQUESTS WAS TABLED.

THIS WAS TO ALLOW THE APPLICANT AN OPPORTUNITY TO CONSIDER ALTERNATIVE SIGN LOCATIONS AND RETURN TO DISCUSS THOSE LOCATIONS AND OPTIONS WITH YOU.

THEY ARE HERE AND AVAILABLE TO DO THAT TONIGHT.

JUST BY WAY OF THE SIGN VARIANCE SUMMARY, CHAPTER 63-50 OF OUR CODE ESSENTIALLY REQUIRES ALL FREESTANDING SIGNS TO BE SET BACK FROM A PROPERTY LINE BY MINIMUM DISTANCE OF TEN FEET, AND IT LIMITS THE NUMBER OF SIGN THAT YOU CAN HAVE ON A PROPERTY.

FOR INSTANCE, YOU MAY EITHER HAVE A POLL SIGN OR A PYLON SIGN OR A MONUMENT SIGN, BUT NOT ANY COMBINATION THEREOF.

THE LOCATION THAT YOU SEE WITH THE RED LINE WAS THE ONE THAT WAS PRESENTED TO YOU BACK IN JANUARY.

THEN YOU HAVE ESSENTIALLY DEPICTION OF THE SIGN WHICH IS PROPOSED TO BE APPROXIMATELY 25 FEET IN HEIGHT FROM THE BASE UP TO THE TOP OF THE SIGN.

SO THIS IS A VERY BUSY GRAPHIC, BUT IT'S A SIGNIFICANT, I WANT TO TAKE AN OPPORTUNITY TO GO THROUGH THAT WITH YOU.

WHAT YOU HAVE IS THE SITE PLAN FOR THE OVERALL SITE, AND YOU SEE TOWARD THE LOWER ONE-THIRD OF THE PAGE A GREEN LINE THAT RUNS LEFT TO RIGHT.

THE GREEN LINE IS THE TEN FOOT SETBACK LINE FROM WILSHIRE BOULEVARD.

NOW, SO THE GREEN LINE IS ACTUALLY ON THE EASTERN BOUNDARY OF THE PROPERTY AND OBVIOUSLY WE HAVE IT IN A SCALE AND A LAYOUT THAT IT MAKES SENSE TO VIEW, BUT AS THE EASTERN BOUNDARY OF THE PROPERTY IN A TEN FEET SETBACK ALONG THE GREEN LINE.

THE RED LINES THAT YOU SEE THAT ARE APPROXIMATELY ABOVE THE GREEN LINES IS A 15 FEET WIDE UTILITY EASEMENT.

[01:40:02]

WHAT'S SIGNIFICANT IS THAT SIGNS HAVE TO BE OUTSIDE OF THE SETBACK TO MEET THE CITY'S REQUIREMENTS AND CAN'T BE LOCATED WITHIN ANY PORTION OF A UTILITY EASEMENT.

SO THOSE ARE YOUR LIMITING FACTORS, YOUR CONSTRAINTS TO WHERE SIGNS CAN GO ON THIS SITE.

YOU'VE GOT A TEXTBOX WITH DIALOGUE THAT SPEAKS ABOUT OPTIONS.

I'M GOING TO SKIP THAT FOR RIGHT NOW TO ALLOW THE REPRESENTATIVES HERE TO DISCUSS THAT A LITTLE BIT MORE IN DEPTH WITH YOU.

BUT THERE ARE THREE OPTIONS THAT ARE BEING CONSIDERED.

SO WITH THE OPTIONS, YOUR FIRST OPTION IS THE ORIGINAL REQUEST.

THIS WOULD ALLOW A SETBACK OF 2 INCHES FROM THE NORTHERN PROPERTY BOUNDARY.

SO INSTEAD OF IT BEING TEN FEET IS 2 INCHES FROM THE NORTHERN PROPERTY BOUNDARY, LOCATED COMPLETELY OUTSIDE OF THE 10 FEET SETBACK ALONG WILSHIRE BUT WITHIN 2 INCHES OF THE 10 FEET SETBACK ALONG THE NORTHERN PROPERTY BOUNDARY.

THIS IS THE SETBACK REQUIREMENT THAT YOU SEE SHOWN ON THE GRAPHIC THAT HAS BEEN PROVIDED TO YOU AND THEIR REQUEST IS BASED ON THE FACT THAT THIS IS THE LOCATION WITH THE WRECK SITE VISIBILITY OFF OF WILSHIRE BOULEVARD.

THAT'S OPTION ONE. OPTION TWO, WAS CONSIDERATION WITH A DUTCH BROS LOT AND THAT WOULD BE A VARIOUS FILL OUT PYLONS SIGN ENCROACH WITHIN TEN FEET OF THE EASTERN PROPERTY LINE, THAT BEING WILSHIRE BOULEVARD.

SO YOU'RE LOOKING AT A SETBACK OF 7 FEET, BUT A SECOND VARIANCE WOULD BE NECESSARY BECAUSE THIS PARTICULAR OPTION WILL REQUIRE A POLL SIGN AS WELL AS A PYLON SIGN OCCUPYING THE SAME PREMISES.

THIS ALSO IS CONTINGENT UPON LANDLORD APPROVAL FROM DUTCH BROS.

SO WHAT WE HAVE IS A GRAPHIC THAT SHOWS THE SIGNS LOCATIONS RELATIVE TO ONE ANOTHER ON THE SCREEN, WITH THIS SIGN BEING CLOSER TO THE RIGHT-OF-WAY THEN THE DUTCH BROS SIGN.

OPTION 3 - LOT 4, WHICH IS FURTHER WEST ALONG THE SITE.

THIS VARIANCE WOULD ALLOW PYLONS SIGN ENCROACH WITHIN 10 FEET OF THE EASTERN PROPERTY LINE.

THAT WOULD BE THE PROPERTY LINE BETWEEN LOTS 4 AND LOT 3 SETBACK OF 5 FEET.

THIS SIGN WOULD HAVE LOWER VISIBILITY FOR EASTBOUND TRAFFIC BASED ON THE APPLICANTS RESPONSE, AND FROM WESTBOUND PERSPECTIVE, THEY BELIEVED THAT VISIBILITY THE SOUND WOULD BE LIMITED TO THE INTERESTS OF A WILSHIRE APPROACH.

SO THIS IS JUSTIFICATIONS THAT HAVE BEEN SUPPLIED TO YOU BY THE APPLICANT.

WHAT ARE YOUR CONSIDERATIONS? YOU'RE LOOKING AT SPECIAL CONDITIONS, STRICT INTERPRETATIONS, AND AS YOU CAN SEE THE REST OF THE TABLE, SPECIAL CONDITIONS AND CIRCUMSTANCES AND SO FORTH.

SO BACK ON JANUARY 9, STAFF RECOMMENDED TO NOW THE ORIGINAL SIGN LOCATION BECAUSE WE ACTUALLY GAVE OUR PRESENTATION DURING THE COURSE OF THAT PUBLIC HEARING, AND YOU DIRECTED THE APPLICANT TO GO BACK AND LOOK FOR OPTIONS, WE HAVE NOT CHANGED OUR STAFF REPORT.

WHAT WE'RE HERE TO DO TONIGHT IS TO ALLOW THE APPLICANT AN OPPORTUNITY TO DISCUSS IN GREATER DETAIL THE OPTIONS THAT THEY HAVE ON A TABLE FOR YOU TONIGHT.

SO WITH THAT, I'LL ANSWER ANY QUESTIONS.

BUT THERE ARE REPRESENTATIVES HERE THAT ARE AVAILABLE TO TALK TO YOU ABOUT THE OPTIONS AND THERE ARE ALSO OTHER GRAPHICS THAT FOLLOWED THIS ONE THAT YOU HAVE ON A SCREEN THAT THEY CAN DISCUSS WITH YOU.

JUST BY WAY OF WHAT'S AVAILABLE TO YOU, ONE IS APPROVAL OF ONE OF THE OPTIONS OR APPROVAL OF ONE OF THOSE OPTIONS WITH ADDITIONAL CONDITIONS OR DENIAL OF THE REQUEST AND ITS ENTIRETY.

BUT WITH THAT, I'LL ANSWER ANY QUESTIONS AND THEN YOU HAVE AT YOUR DISPOSAL THE ABILITY TO CALL THEM UP TO ANSWER ANY QUESTIONS.

>> COULD YOU GO BACK TO THE FIRST OPTION, PLEASE. THE VISUAL.

REALLY ON BOARD WITH HAVING SIGNS THAT CLOSE TOGETHER, THIS LIGHT IT'S STACKING UP THERE ON US.

ANYBODY ELSE HAVE AN OPINION ON THAT?

>> MY OBJECTION IS OPTION 1 REMAINS THE SAME AS IT WAS LAST TIME THAT THE SIGN IS SIMPLY TOO CLOSE TO THE DRIVEWAY.

THAT IS A DIFFICULT TURNED TO MAKE WITH A REGULAR VEHICLE AND IT'S POSSIBLE TURN TO MAKE WITH

[01:45:01]

A TRAILER BEHIND THE VEHICLE WITHOUT EITHER CROSSING OVER INTO ONCOMING TRAFFIC COMING OUT OF THE DRIVEWAY, WHICH COULD RESULT IN A TEMPORARY STALL OF THE TRAILER IN THE DRIVING LANES OF WILSHIRE, OR THE TRAILER COULD POSSIBLY GET SO CLOSE THAT THE DRIVER OF THE TRADER WOULD ACTUALLY HAVE TO BACK UP TO GET STRAIGHTENED OUT AND GET AROUND SIGN, AND I THINK YOU'RE CREATING A DANGEROUS SITUATION, SETTING THE SCENARIO UP FOR ACCIDENT.

IF THE SIGN COULD BE MOVED AWAY FROM THE DRIVEWAY, I REALIZED IT WOULD BE ON THE KEYNES'S PROPERTY.

NOW, I'VE SEEN A LOT OF STUFF IN HERE ABOUT SEEKING ALTERNATE LOCATIONS AND BEING TOLD BASICALLY THAT THAT'S NOT THEIR PROPERTIES, SO THEY CAN'T PUT IT THERE.

WE'LL HAVE THEY TRIED? HAVE THEY TALKED TO KEYNES ABOUT POSSIBLY GRANTING AN EASEMENT FOR THE SIGN? GET IT A LITTLE WAYS AWAY FROM THE DRIVEWAY.

IT'D BE FINE THERE, WOULD IT BE MORE VISIBLE BUT THAT'S WHAT I MEANT WHEN I SAID TRY SOME OTHER OPTIONS.

>> ARE YOU TALKING ABOUT OPTION 2?

>> I DON'T HAVE A PROBLEM WITH IT.

IT'S NOT GOING TO IMPEDE TRAFFIC AND IT'S ONLY A SLIGHT ENCROACHMENT ON THE SETBACK DISTANCE.

I'M NOT GOING TO GRIPE ABOUT THAT AS FAR AS HAVING A PYLON SIGN AND A POLE SIGN ON THE SAME PROPERTY.

I CAN TAKE THAT.

YOU'RE GOING TO HAVE TWO SIGNS ON THE PROPERTY SOMEWHERE.

>> OPTION 3, I HATE FOR MISTAKE TO SIGN ALL THE WAY BACK TO THE PROBLEM.

>> I DON'T THINK IT'S VISIBLE BUT IT'S NOT REALLY [OVERLAPPING] ANY GOOD, SO I WOULD LIKE TO MAKE A SITUATION THAT WOULD WORK FOR THEM, GIVE THEM THE EFFECT OF THE SIGN WHERE THEY NEED TO HAVE THE SIGN.

BUT IF NOBODY IS WILLING TO GO TALK TO KEYNES ABOUT AN EASEMENT OR SOMETHING TO PUT THE SIGN A LITTLE FURTHER AWAY THAN THE DRIVEWAY, THEN I'D SAY TAKE OPTION 2 I WANT IT AND IF NOT. [OVERLAPPING]

>> PROJECTS HAVE ILLUMINATION.

I MEAN, IT'S THE ONLY CHOICE I THINK.

ARE THE OWNERS HERE? ARE THEY WILLING TO TAKE KEYNES [NOISE] OPTION 1?

>> REPRESENTATIVES ARE HERE TO ANSWER QUESTIONS AND THEN OBVIOUSLY, DURING THE COURSE OF THE PUBLIC HEARING, YOU CAN ALSO ENGAGE WITH QUESTIONS THAT THEY MAY HAVE MISSED.

>> I REALLY LIKE OPTION 2 OVER ALL THREE OF THEM, BUT I WANT TO GIVE THEM A CHANCE TO GET THEIR OPINION.

IS THERE ANY OTHER QUESTIONS? I'M GOING TO GO AHEAD AND OPEN THE PUBLIC HEARING.

>> THERE IS NO PUBLIC HEARING LISTED FOR THIS.

>> I'M SORRY.

>> FORGIVE ME. I'M SORRY, THAT'S MY FAULT, MR. MAYOR?

>> OKAY. YES, MA'AM.

>> GOOD EVENING, MAYOR PRO TIM AND COUNCIL.

MY NAME IS DANIELLE KAUFMAN.

I AM A PROJECT MANAGER FOR THE DEVELOPER ON THIS PROJECT.

WE ALSO HAVE A REPRESENTATIVE WITH RETAIL PARTNERS HERE WITH US TODAY.

I DO WANT TO TALK ABOUT OPTION 1 IF WE COULD HAVE A COUPLE OF SLIDES? WE GO TO SLIDE.

>> I WANT TO THANK YOU FOR BRINGING BACK THE VISUALS TO US THE FIRST TIME YOU PRESENTED, WE DIDN'T HAVE MUCH TO LOCATE ITS OPERATION.

>> ABSOLUTELY. I APPRECIATE THE OPPORTUNITY TO COME BACK.

[LAUGHTER] IF WE GO TO SLIDE 12, PLEASE.

>> OKAY. WE DON'T HAVE THEM NUMBERED, I APOLOGIZE, SO STOP ME WHEN WE GET THERE.

THAT'S KEYNES, IS THAT THE OPTION YOU WANT OR SLIDE MORE?

>> NO, IF YOU KEEP GOING.

>> OKAY.

>> YES, THAT ONE.

>> OKAY.

>> THIS IS JUST A VISUAL FACING IN THE EASTERN DIRECTION.

THERE'S A BLUE STAR WHERE THE OPTION 1 PROPOSED PYLON SIGN WOULD BE LOCATED SO YOU'RE BETWEEN THE KEYNES SIGN AND THE DRAINAGE DITCH.

THEN I HAVE A VISUAL OF A CAR EXITING THE SITE.

YOU CAN SEE HOW FAR THAT SIGN SITS BACK FROM THE ACCESS POINT, EITHER INGRESS AND EGRESS, IT'S A GOOD 35 FEET FROM THE ROADWAY.

>> YEAH. LET ME HAVE THIS IN ORDER FOR YOU, DANIELLE, SO I APOLOGIES.

>> THAT'S OKAY. YEAH, THAT'S NOT A PROBLEM.

>> WE JUST GO THROUGH THE SLIDES.

>> YEAH, NOT A PROBLEM. IF WE GO BACK TO WHERE YOU HAVE, YES, THIS ONE RIGHT HERE, JUST TO TALK ABOUT VISIBILITY.

I THINK THERE WAS A COMMENT ABOUT HOW CLOSE IT IS TO THE KEYNES SIGN.

IF WE WENT TO KEYNES TO GET APPROVAL TO PUT IT ON THEIR PROPERTY, WE'D BE MOVING THAT SIGN CLOSER TO THEIR SIGN IN ORDER TO HAVE IT NEXT TO OUR DRIVEWAY.

I DON'T KNOW IF WE WOULD GET APPROVAL FROM THEM.

IF WE GO BACK TO THE DUTCH BROS SITE.

I THINK WE HAVE A GOOD OPPORTUNITY TO GET THEM TO APPROVE A SIGN THERE IF WE'RE WILLING TO PUT TWO SIGNS AT THAT LOCATION ON ONE PROPERTY.

ONE OF THE CHALLENGES WE HAVE HERE IS BRINGING POWER FROM THE BACK BUILDING UP TO THE FRONT SO IT DOES SIGNIFICANTLY INCREASE COST OF PUTTING THE SIGN THERE.

[01:50:02]

IT IS AN OPTION THAT WE ARE WILLING TO DO IF THAT IS WHAT IS RECOMMENDED FOR APPROVAL TONIGHT.

IT DOES ADD ABOUT 10 GRAND TO THE COST TO BORE FROM THE REAR BUILDING UNDER THE CONCRETE THROUGH THE LANDSCAPING, REPLACE THE LANDSCAPING TO GET ITS OWN POWER TO THAT SIGN.

IT JUST COMES WITH ITS OWN CHALLENGES AS WELL.

>> THAT AREA COST COMES ON OPTION 1 OR 2?

>> THE ADDED COST COMES WITH OPTION 2 ON DUTCH BROS PROPERTY.

>> TO ME YOU'VE GOT A CHOICE SO YOU CAN GO TALK TO KEYNES AND COME BACK TO US AND WE MIGHT STILL GO WITH TWO, BUT I'M JUST LEANING TOWARDS TWO RIGHT NOW. ANYBODY?

>> I'M LEANING TOWARDS TWO AS WELL.

I ALSO THINK IT JUST FLOWS LIKE, I KNOW THAT'S ONE ENTRANCE THAT YOU IDEALLY WOULD HAVE LIKED YOUR SIGN, BUT I HAVE A HARD TIME THINKING THAT THERE'S NOT GOING TO BE SAFETY ISSUES WITH CARS COMING IN AND OUT OF THERE.

BUT I ALSO THINK CONSIDERING IT'S CALLED MCNAIR AND PLAZA, IT'LL LIKE GOING RIGHT OFF OF MCNAIR AND INTO THE ENTRANCE, I THINK IT'LL FLOW REALLY WELL.

I THINK THAT WOULD BE MY PREFERENCE AND THE IDEAL SPOT FOR ME WAS OPTION 2.

>> ANYBODY ELSE? ANY OTHER QUESTIONS?

>> YES, MA'AM. WITH I GUESS IT'S A DUTCH BROTHERS, IS THAT RIGHT? DO YOU HAVE AN AGREEMENT WHERE YOU COULD DO THIS WITH OPTION 2?

>> WE HAVE APPROACHED THEM AND THEY GAVE US A VERBAL OKAY.

I PRESENTED THESE PICTURES TO THEM AS WELL.

I THINK THAT THEY HAVE TO GO THROUGH ANOTHER ROUND OF APPROVAL, BUT WE DO HAVE A PRELIMINARY YES FROM THEM.

>> I THINK WE'RE READY FOR A VOTE.

>> PRELIMINARY YES.

[LAUGHTER] YOU KNOW WHAT THAT REALLY MEANS.

[LAUGHTER] THE ONE THING I SAY IS THIS, I UNDERSTAND WHAT YOU'RE SAYING.

YES, THEY HAVE AN AGREEMENT, NO THEY DON'T.

THEY HAVE A PRELIMINARY AS THE LADY SAID, YES.

LET ME TELL YOU WHAT I WOULD TELL YOU IF FOUND DUTCH BROTHERS AND I DID OWN A RESTAURANT HERE FOR A WHILE, I WOULD SAY, NO.

THAT DOES NOTHING FOR ME.

THAT DOESN'T HELP ME AND I'M SORRY, MA'AM, BUT I CAN'T LET YOU DO THAT.

THE ONLY REASON I SAY THIS IS WHEN YOU SAY YOU HAVE WELL A PRELIMINARY YES, THEY VERY WELL COULD COME BACK AND SAY, YOU KNOW WHAT, WE'VE CHANGED OUR MIND.

NOW WHAT'S THESE PEOPLES OTHER OPTION? BECAUSE THEY DO HAVE A RIGHT TO HAVE A SIGN THAT SOMEHOW FRONTS 174 TO GIVE THEM THE SAME DEAL AS THE OTHER RESTAURANTS HAVE.

YOU SEE WHERE I'M COMING FROM HERE, I'M NOT JUST SAYING OKAY, WE'VE GOT TO GIVE THEM ONE, BUT I AM SAYING LET'S GIVE THEM A BREAK HERE BECAUSE MA'AM, I'M I RIGHT? YOU DON'T HAVE AN AGREEMENT WITH ANYBODY? YES.

>> I DO NOT HAVE A SIGNED AGREEMENT.

>> OKAY.

>> IT WENT TO A CONSTRUCTION MANAGER AND A REAL ESTATE.

>> WHERE YOU WANT IT TO GO?

>> I SAY THAT I CAN'T GIVE YOU A SPECIFIC PLACE HERE, BUT I CAN TELL YOU THAT RIGHT NOW THE COMPANY DESERVES THE SAME BREAK AS THE OTHER FOLKS AS FAR AS BEING ABLE TO SEE THE SIGN.

THAT'S WHAT I'M SAYING.

NOW. I'M NOT SO BOTHERED WITH NUMBER 1 MYSELF, I'LL TELL YOU NOW.

THAT DOESN'T BOTHER ME AS BAD AS IT OBVIOUSLY DOES THE REST OF YOU.

MAYBE IT IS A HAZARD, BUT I DON'T REALLY SEE IT AS BEING THAT BIG A HAZARD.

BUT THAT'S JUST ME BY MYSELF.

CERTAINLY I'LL GO ALONG WITH THE REST OF YOU, BUT I DON'T HAVE ANY HEARTBURN WITH NUMBER 1 MYSELF.

THAT'S WHAT ALL I WAS SAYING.

>> I'M PERSONALLY WITH VICTORIA, I THINK IT JUST FLOWS A LOT BETTER WITH THE PROPERTY OWNER OPTION 2, AND SO THAT WOULD BE THE MEMORIES AND I FORGOT.

I'M WITH YOU TOO. I THINK THAT SIGNS ARE TOO CLOSE TOGETHER.

>> IT'S CLUTTERED.

>> IF HE PUT IT DOWN THERE, SO I THINK IT LOOKS A LOT BETTER WITH OPTION 2.

>> CAN WE GET A MOTION ON THIS?

[01:55:02]

>> IS IT PRELIMINARY? [LAUGHTER] BECAUSE IT'S BASED ON IF THIS ACTUALLY WORKS OUT FOR THEM.

IF WE MAKE A DECISION AND THEN IT DOESN'T COME BACK THAT DUTCH BROTHERS IS WILLING TO WORK WITH THEM, HOW DO WE MOVE FORWARD?

>> COUNCIL MEMBER, IF THE COUNCIL MAKES A MOTION TO APPROVE AND THE MOTION IS ACTUALLY APPROVED, THEN THE APPLICANT WILL BE ABLE TO GO TO DUTCH BROTHERS AND SAY WE HAVE APPROVAL AT THIS LOCATION AND IT PARDON THE COLLOQUIALISM.

IT'S FISH OR CUT BAIT TIME.

DUTCH BOYS CAN SAY YES OR NO.

IF THEY SAY NO, THEN THE APPLICANT CAN RETURN AND SAY IT'S BEEN REJECTED AND THE COUNCIL CAN CONSIDER OTHER OPTIONS.

>> OKAY. THAT HELPS. THANK YOU, ALAN.

>> I'M READY FOR A MOTION. I'M GOING TO MAKE A MOTION TO APPROVE THIS ON THE SECOND OPTION, OPTION 2 ONLY.

>> HAVE A MOTION WITH DAN THE SECONDLY RICK, PLEASE VOTE.

PASS IS UNANIMOUS. THANK YOU, MA'AM.

>> THANK YOU MAYOR AND COUNCIL, THAT BRINGS US TO SECTION 8 GENERAL.

[8.A. Consider approval of a professional services agreement with Kimley-Horn and Associates, Inc. for design of the Industrial Blvd Pump Station Expansion and Alsbury Pump Station Decommissioning project in the amount of $1,154,795.00. (Staff Presenter: Errick Thompson, Deputy Director of Public Works - Engineering)]

CONSIDER APPROVAL OF A PROFESSIONAL SERVICES AGREEMENT WITH KIMLEY-HORN AND ASSOCIATES FOR DESIGN OF THE INDUSTRIAL BOULEVARD PUMP STATION EXPANSION AND ALSBURY PUMP STATION DECOMMISSIONING PROJECT IN THE AMOUNT OF $1,154,795.

THE STAFF PRESENTING THIS EVENING IS ERRICK THOMPSON, DEPUTY DIRECTOR OF PUBLIC WORKS ENGINEERING.

MR. THOMPSON.

>> THANK YOU, MS. CAMPOS.

GOOD EVENING, MAYOR AND COUNCIL.

I WILL BE RELATIVELY BRIEF.

THIS IS A PRETTY SIGNIFICANT PROJECT WITHIN THE CURRENT CAPITAL IMPROVEMENT PROGRAM, SO WE'RE GLAD TO BE ABLE TO BRING THIS DESIGN CONTRACT TO YOU FOR YOUR CONSIDERATION TONIGHT.

AS THE NAME INDICATES, THIS IS TO EXPAND THE INDUSTRIAL PUMP STATION THAT'S LOCATED JUST WEST OF I35W AND JUST SOUTH OF ALSBURY BOULEVARD.

AT THE SAME TIME, DECOMMISSIONING THE CURRENT ALSBURY PUMP STATION PROJECT, OR A PUMP STATION.

>> ERRICK, I'M SORRY, IS YOUR MICROPHONE ON? I CAN BARELY HEAR YOU.

>> I'VE GOT A LIGHT. I DIDN'T HAVE A LIGHT BEFORE.

REALLY QUICK OVERVIEW OF THE PUMP STATION AND ELEVATED WATER STORAGE.

TO START, WE GET OUR WATER FROM FORT WORTH AS YOU ALREADY ARE AWARE.

THAT WATER COMES IN THROUGH A SUPPLY LINE INTO PUMPS AT THE ALSBURY PUMP STATION, AND THEN IT'S PUMPED INTO THE ELEVATED STORAGE AT THE WHAT'S LABELED AS D IN THIS DIAGRAM, WHICH IS THE INDUSTRIAL BOULEVARD PUMP STATION.

THEN FROM THERE FLOWS INTO THE DISTRIBUTION LINES ACROSS THE CITY.

A LITTLE BIT OF A BACKGROUND AND OVERVIEW.

THE CITY HAS REASONABLY SECURED ADDITIONAL WATER SUPPLY FROM FORT WORTH, WHICH BASICALLY MEANS THAT WE REALLY NEED MORE WATER STORAGE CAPACITY AT THIS LOCATION.

SINCE THE ALSBURY INDUSTRIAL COMBINATION OF SLIDES REALLY COMPRISE THE CITY'S TAKE POINT FROM FORT WORTH, THIS IS THE LOGICAL PLACE TO MAKE THE EXPANSION.

AS I MENTIONED EARLIER, THE CURRENT WATER WASTEWATER CAPITAL PROGRAM INCLUDES THIS PROJECT.

AGAIN, IT'S GOT TWO COMPONENTS; EXPANDING THE INDUSTRIAL PUMP STATION THAT'S SHOWN THERE AT THE BOTTOM WITH THE BLUE OUTLINE.

THEN ONCE THAT EXPANSION IS COMPLETE, WE CAN ACTUALLY DECOMMISSION THE SMALLER ALSBURY PUMP STATION AT THE TOP OF THE PICTURE THERE.

A LITTLE CLOSER LOOK AT INDUSTRIAL.

AGAIN, WE NEED TO EXPAND THE SIZE OF THIS PUMP STATION IN ORDER TO RECEIVE THE ADDITIONAL WATER SUPPLY THAT'S BEEN PROCURED FROM CITY OF FORT WORTH.

ADDITIONAL SUPPLY FROM FORT WORTH IS ANTICIPATED TO COME ONLINE IN THE 2027/2028 TIMEFRAME.

ON THE PICTURE TO THE BOTTOM LEFT, AGAIN, WE'VE GOT THE CURRENT PUMP STATION OUTLINED IN BLUE, AND THEN WE HAVE A YELLOW BOX AND THE GREEN BOX.

THOSE REPRESENT, BASICALLY, OUR TWO EXPANSION OPTIONS.

EITHER TO THE WEST, OR TO THE EAST, OR TO THE SOUTH.

WE NEED ROUGHLY ABOUT ONE-AND-A-HALF ACRES FOR THE EXPANSION PROJECT.

[02:00:06]

THIS NEXT SLIDE GIVES A LITTLE CLOSER LOOK AT ALSBURY.

IT'S THERE ON NORTHEAST OF ALSBURY BOULEVARD, SANDWICHED BETWEEN THE DENNY'S AND AN OIL CHANGE LOCATION THAT'S OFF THE PICTURE.

THIS IS JUST OVER 0.2 ACRES.

AGAIN, ONCE THE INDUSTRIAL PUMP STATION HAS EXPANDED, WE CAN BASICALLY DECOMMISSION THIS PROJECT AND MAKE THIS SITE AVAILABLE FOR OTHER DEVELOPMENT.

THAT WILL ALSO HELP WITH THE FUNCTION OF THE PUMPING OPERATION IN GENERAL.

THERE'S SOME TECHNICAL REASONS FOR WHY WE WOULD ALSO WANT TO GET RID OF THE ALSBURY STATION AND EXPAND THE INDUSTRIAL.

AGAIN, THE PROFESSIONAL SERVICES AGREEMENT, IT'S JUST OVER $1.1 MILLION.

WE'VE GONE THROUGH A PROCUREMENT PROCESS WITH A LOT OF COMPETITION FROM SEVERAL FIRMS. THE PRIMARY COMPONENTS OF THAT CONTRACT IS SHOWN HERE.

WE'VE GOT A LOT OF DETAILS TO WORK OUT EARLY THAT'S INCLUDED IN THAT PRELIMINARY ENGINEERING REPORT, WHICH WOULD INCLUDE THINGS LIKE, ARE WE GOING TO EXPAND TO THE EAST OR TO THE SOUTH? THERE'S TONE OF TECHNICAL ISSUES TO BE WORKED OUT AS WELL TO CONFIRM, BUT THAT WILL ALL HAPPEN IN THAT PRELIMINARY ENGINEERING REPORT.

IT WILL ALSO GIVE US ANOTHER OPPORTUNITY TO COME BACK AND MAKE SURE THAT THE COUNCILS ON BOARD AND THAT YOU HAVE AN OPPORTUNITY FOR INPUT ON THAT DECISION.

WE ALWAYS NEED LAND SURVEYING AND GEOTECH, THE ACTUAL DESIGN.

THERE'S A LOT OF COORDINATION WITH CITY OF FORT WORTH BECAUSE THERE'S A MUCH LARGER LINE TO COME TO BRING THIS ADDITIONAL WATER.

THERE'S ALSO PARTNERING WITH THE STATE OR UTILITIES TO WORK WITH.

IT'LL BE A PRETTY TECHNICAL CONSTRUCTION EFFORT.

A NUMBER OF SUB-CONSULTANTS ARE ON THE TEAM AND THEY'RE LISTED HERE.

THE NEXT SLIDE GIVES AN OVERALL PROJECT TIMELINE.

THE PROCUREMENT PROCESS BEGAN BACK IN THE FALL.

WE'VE BEEN NEGOTIATING THE SCOPE AND FEE FOR THE LAST SEVERAL WEEKS.

THIS ITEM TONIGHT IS TOWARD THE DESIGN CONTRACT.

THAT WOULD TAKE ROUGHLY JUST SHY OF 18 MONTHS TO COMPLETE.

AGAIN, IT'S A PRETTY TECHNICAL PROJECT.

IT LOOKS PROBABLY RELATIVELY SIMPLE AS YOU JUST DRIVE BY AND SEE A BIG WATER TANK, BUT THERE'S A LOT OF ENGINEERING THAT GOES INTO MAKING THAT FUNCTION.

THERE'S PROPERTY ACQUISITION, BECAUSE AGAIN, I MENTIONED WE NEED LITTLE OVER AN ACRE, MAYBE ACRE-AND-A-HALF, FOR THE EXPANSION.

CONSTRUCTION WOULD LIKELY START IN THE FALL OF 2024 AND IN THE SPRING OF 2026.

AGAIN, THAT ADDITIONAL WATER SUPPLY FROM FORT WORTH WOULD COME ONLINE IN THE 2027-2028 TIMEFRAME.

BASICALLY, THE TWO OPTIONS OF APPROVING OR DENYING THE CONTRACT AND STAFF RECOMMENDS THAT YOU WOULD APPROVE THE CONTRACT.

I'D BE HAPPY TO ANSWER ANY QUESTIONS YOU MIGHT HAVE.

>> ANY QUESTIONS. LET'S LOOK A MOTION.

WE HAVE A MOTION, BUT [INAUDIBLE], PLEASE VOTE.

PASS IS UNANIMOUS. NOT UNANIMOUS, SORRY. UNANIMOUS?

>> THANK YOU, MAYOR AND COUNCIL.

THAT BRINGS US TO ITEM 8B,

[8.B. Hold a discussion regarding the behavior of city council members in response to the February 2023 event at the Library, to determine whether there were violations of the city charter and/or if the public comments created a hostile working environment for city staff. ]

TO HOLD A DISCUSSION REGARDING THE BEHAVIOR OF CITY COUNCIL MEMBERS IN RESPONSE TO THE FEBRUARY 2023 EVENT AT THE LIBRARY, TO DETERMINE WHETHER THERE WERE VIOLATIONS OF THE CITY CHARTER AND OR IF THE PUBLIC COMMENTS CREATED A HOSTILE WORK ENVIRONMENT FOR CITY STAFF.

COUNCIL MEMBER JONATHAN IS GOING TO TAKE THE LEAD ON THIS. WE HAVE A POWERPOINT.

WOULD YOU LIKE ME TO GO AND CONTROL THE POWERPOINT? WOULD YOU MIND PULLING UP THAT SLIDE? THANK YOU, AMANDA.

>> WELCOME.

>> IF YOU WANT TO TAKE A SEAT SINCE THAT'S THE ONLY SLIDE THAT'S PART OF THIS.

>> YOU'VE GOT THE OTHER ONE IS ADDED ON.

>> [OVERLAPPING] I JUST WANT TO MAKE YOU FEEL LIKE YOU UNDERSTAND THERE WHILE I LEAD THIS DISCUSSION.

[02:05:04]

>> THANK YOU ALL. HAVE A SEAT.

>> [LAUGHTER] I'M BRINGING THIS ITEM FORWARD FOR SEVERAL REASONS.

FIRST, I BELIEVE WE NEED TO DELIBERATE AND DECIDE COLLECTIVELY IF THE ACTIONS OF MR. STANFORD VIOLATE THE CITY CHARTER.

SECOND, WITHOUT AN AGENDA ITEM, WE COULD NOT ADDRESS THIS IN ANY WAY.