​Water Consumed and Customers Served

​Water Customers ServedWater Consumed
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​NOTE: FY 16-17 Population statistic was updated to use the BEBR population calculation method.


​Wastewater Treated and Customers Served

Wastewater Customers ServedWastewater Treated
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NOTE: ​FY 16-17 Population statistic was updated to use the BEBR population calculation method.


​Wastewater Beneficial Uses

Reclaimed Water Utilization
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Reclaimed water utilization is the percentage of treated wastewater that has beneficial use as reclaim water for irrigation.

Reuse reduces potable (drinkable) water demands for irrigation and decreases non-beneficial disposal.  This greatly reduces the volume discharged to the river.

Each reuse site has a flow meter to measure how much water each site takes on a daily or monthly basis.





​Rate Comparison

Rate Comparisons:  The residential rates are evaluated based on a typical 5,000 gallon per-month usage, combined water and wastewater, exclusive of taxes or franchise fees.   Rates are compared with other utilities and LCU historical rates.
Current Year Price Comparison to other Utilities
(Based on consumption of 5,000 gallons per month)​ ​
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​Customer Service Call Centers

​Lee County Utilities is committed to responding quickly to customer concerns.  Knowledge and visibility to call center data will assist with planning and training efforts.
Customer Service Center Calls
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utilities staff


​​​​Average Call Wait Time Number of Abandoned Calls
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​The goal of 7% is an industry benchmark for service desks (source: MetricNet, LLC and United Business Media LLC)​



​Drinking Water (Hardness, Taste, Odor, Cloudiness)

Water Complaints (Hardness, Taste, Odor or Cloudiness)
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Lee County Utilities routinely monitors for contaminants in drinking water according to federal and state laws, rules and regulations. LCU collects water samples and conducts water quality tests using the certified laboratories of the Lee County Department of Health and the Lee County Environmental Laboratory to ensure that the public water supply is safe for human consumption. 

Lee County Utilities water consistently meets all water quality standards yearly.  Aesthetic complaints are related to hardness, taste, odor and turbidity (cloudiness).






Billing Accuracy ​Errors per 1,000 Bills
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​FY 18-19; Q1​255,917418
​​FY 18-19; Q2260,733​439
​FY 18-19; Q3266,359409
​FY 18-19; Q4264,698458
​The goal of 1.5 errors per 1,000 bills was set by the Florida Government Utility Authority.
​FISCAL YEAR​LEE COUNTY BILL ACCURACY​50th percentile national benchmark
​FY 14-15​99.86%​99.95%
​FY 15-16​99.81%​99.95%
​FY 16-17​99.83%​99.95%
​FY 17-18​99.84%99.95%​
​FY 18-19​99.83%​99.95%
​ ​​National Benchmark is the American Water Works Association (AWWA) ​ ​ ​


​Utilities Billing Payment Method Current Quarter
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Payment Method: Customer Service business decisions are made based on the payment patterns of our customers. 








​Drinking Waster Distribution System Integrity

Drinking Water Distribution System Integrity​: Breaks per 100 miles of Piping
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​Lee County Utilities (LCU) water pipelines directly affect citizens' daily lives by delivering water that meets all regulatory standards and provides reliable and uninterrupted water service.  Lee County has 1,477 miles of water distribution system piping.  Utilities minimizes risks of pipe failure by maintaining the water pipeline infrastructure and replacing pipes through a Capital Improvement Program.

Drinking Water Distribution System Integrity: This measure quantifies the condition of the water distribution system in terms of annual number of pipeline breaks per 100 miles of distribution piping.  Lee County is able to compare system integrity against its own track record and state organization for benchmarking the Florida Benchmarking Consortium (FBC).



Utilities staff workingUtilities staff workingUtilities staff working


​Wastewater Collection System Integrity

Wastewater Collection System Integrity​​: Breaks per 100 miles of Piping
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​Lee County Utilities wastewater pipelines directly affect citizens' daily lives to ensure that customers can properly flush and dispose of household wastewater. Lee County has 1,013 miles of wastewater collection system piping.  Utilities minimizes the risk of pipeline failure by maintaining the wastewater infrastructure and replacing pipes through a Capital Improvement Program.  

Wastewater Collection System Integrity: The metric expresses the number of collection system pipe breaks per 100 miles of collection system piping.  Lee County is able to compare system integrity against its own track record and the state organization for benchmarking the Florida Benchmarking Consortium (FBC).




​Growth Management

Plant Capacity Increase
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Lee County Utilities is responsible for meeting potable water demands and treating wastewater.  Understanding current and historical demands for potable water and wastewater treatment is key to long-term growth management.

To ensure that Lee County Utilities will continuously provide an adequate amount of potable (drinkable) water and wastewater treatment to its customers, the total reliable water and wastewater treatment plant capacity must be greater than the customer demand.






Revenue Sources
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​Lee County Utility's primary revenue sources are connection fees, usage of water and wastewater treatment. 
​**Other revenue sources are interlocal agreements, tower agreements, special assessments, etc.


Capital Improvement Project ActivityWater and Wastewater Capital Asset Value
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​The goal is to keep the CIP spend and encumbered rate at 85% or above.​The value of water and wastewater assets are approaching $1 billion. This amount does not include accumulated depreciation.


Debt CapacityDebt Coverage
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​The goal is to keep the debt capacity under 50%.
This measure presents the net equity of the system and quantifies the utility's level of indebtedness.  The higher the calculated ratio, the more dependent the utility is on debt financing.
​The goal is to keep the debt coverage above 150%.
This measure quantifies the ability to pay the annual principal and interest due on the outstanding all-in debt after the payment of Operating Expenses.


Bond Rating Scale
​​Lee County's bond rating from three agencies all fall into the high grade, high quality category
Moody's Investor Service (Aa2), Standard & Poor's Corp. (AA+), and Fitch Rating (AA+).​


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Charts were built using Collabion.

Questions: performance@leegov.com