Service Delivery Plan Table

Program	Activity	Core Level	Commitment
Select a Program Administration Customer Service Right of Way (ROW) Maintenance Streets and Drainage Maintenance Surface Water Traffic Operations Wastewater Collection Wastewater Treatment Water Distribution Water Production Water Quality Water Resources		ALL Mandatory Traditional Essential Quality of Life
Administration	Infrastructure Development & Long Range Planning	Traditional	Oversee the implementation of Public Works owned Master Plans and Capital Projects and ensure they are completed within the projected schedules identified within the City's Capital Improvement Project (CIP) book for development and asset management needs. This includes Master Plans and Capital Projects related to Streets and Drainage Maintenance, Traffic Operations, and Water Utilities.
Administration	Emergency Operations	Essential	Maintain Annex Q (Hazardous Materials and Oil Spill Response), Annex K (Public Works and Engineering), and Annex L (Utilities) of the City’s Emergency Operations Plan on an annual basis to ensure accuracy in process and information. Ensure Federal Emergency Management Association (FEMA) compliance and tracking during emergency weather events.
Administration	Computerize Maintenance Management System Maintenance	Traditional	Maintain the City's Computerized Maintenance Management System (CMMS). This includes upgrades to the system to meet industry standards and addressing the concerns and needs of user departments. This may include items related to service requests, work orders, inventory, preventative maintenance schedules, as well as Geographical Information System (GIS) mapping layers. The Administration Division works with the IT Department to conduct routine maintenance and GIS maintenance, develop monthly/quarterly reporting for the Public Works, ENS, Parks and Airport Departments, and conducts SR/WO auditing and training across the four departments that utilize the City's CMMS.
Administration	Water Utilities Operations Reporting	Mandatory	Reports are provided to the Fort Bend Subsidence District, Texas Water Development Board, and the Texas Commission on Environmental Quality (TCEQ) on an annual and quarterly basis as required by the various agencies. These reports include: Annual Pumpage, Water Rights, Water Loss, Water Conservation, and the Annual Water Quality Reports. The Annual Water Quality Report is mailed to all Sugar Land Residents on an annual basis.
Administration	Contract Management	Traditional	Maintain all contracts and remain within 1% of approved budget. Receipt invoices within 1 business day, according to Interdepartmental Accounts Payable Policy (AC 101).
Administration	311 Contact Center Support	Quality of Life	Provide ongoing updates and trainings, at a minimum once a week, to 311 management and ambassadors. Respond to calls on Public Works phone lines, and dispatch service requests to appropriate divisions and staff members. Maintain or exceed a 90% customer service survey rating of “satisfied” or better on the City's quarterly customer service survey reported by the 311 Contact Center.
Administration	After-Hours / On-Call Services	Traditional	Maintain on call schedule weekly and assist with implementation of city-wide after-hours contract. Provide updates to the after-hour services call center when there are changes to scheduling, city personnel, or procedures.
Administration	Budget Management	Essential	Monitor expenditure activity to ensure year-end expenditures are within 3% of the planned budget and that all expenditures are made within the Interdepartmental Purchasing and Contracting Authority Policy (PU 101) and state law.
Administration	Department/Office Administrative Functions	Traditional	Ensure the department is in compliance with existing City Council Ordinances and City Policies. Lead and support departmental or city-wide projects and processes.
Administration	Personnel Management	Essential	Management of all personnel related functions such as non-required staff training, employee relations, new employee recruitment, timely processing of timesheets, and personnel actions. This includes emergency conditions situations that require employees to fulfill their individual responsibilities to maintain and restore essential City services.
Administration	Accountability & Strategic Planning	Traditional	Completion of Performance Measures, Service Delivery Plans and Strategic Projects on time. Quarterly reporting submissions. Participation in organizational assessments when scheduled.
Customer Service	Customer Calls for Service	Quality of Life	Respond to calls for service within 24 hours and emergency calls within one hour including 311 Contact Center and Treasury calls.
Customer Service	Large Meter Testing	Traditional	Test and repair approximately 575 large meters each year.
Customer Service	Utility Billing Service	Quality of Life	Assist the Treasury Office with meter reads and water turn offs. Treasury will create a work order for cutoff and Public Works will pick up cutoff tags by 10 A.M on cutoff date.
Customer Service	Transit Meters	Traditional	Build and supply 5 Transit Meters as requested.
Right of Way (ROW) Maintenance	Tree Trimming Program	Mandatory	In accordance with City of Sugar Land Code of Ordinances Part II, Chapter 3, Article 9, Div. 5 Vegetation, Sec. 3-164, the City inspects one-third of the City for tree trimming violations on an annual basis. Once a violation has been identified, staff re-inspects violations within 30 days from initial Notice of Violation (NOV). Provide new NOV. Reinspect after 10 days. If still in noncompliance, Code Enforcement issues a violation.
Right of Way (ROW) Maintenance	Citation Administration	Essential	The Right of Way Division coordinates with Code Enforcement and Streets and Drainage Division to conduct the inspections, document the cases, and enforce compliance.
Right of Way (ROW) Maintenance	Tree and Street Light Public Education	Quality of Life	Participate in 1 public outreach tree/street light public education event annually.
Right of Way (ROW) Maintenance	Administration of the Landscape Reimbursement Program	Quality of Life	Quarterly landscape reimbursement via annual agreements with 16 participating Home Owners Associations.
Right of Way (ROW) Maintenance	Street Light Replacement Program	Traditional	Review new street lighting systems annually and proposed upgrades to current lighting systems in accordance with the CenterPoint's design standards through annual capital improvement programs after the conclusion of the LED conversion.
Right of Way (ROW) Maintenance	Administration of the Private Street Light Reimbursement Program	Quality of Life	Review monthly invoices for 6 Home Owners Associations and Property Owners Associations entities and process payment.
Right of Way (ROW) Maintenance	ROW Mowing & Inspection	Traditional	Staff will perform scheduled mowing maintenance activities following an outlined landscape management plan so as to comply with the Streetscape Policy.
Right of Way (ROW) Maintenance	Landscape Beautification Management & Inspection	Traditional	Staff will perform seasonal maintenance activities following an outlined management plan so as to comply with the Streetscape Policy.
Streets and Drainage Maintenance	Bridge Inspection	Mandatory	Texas Department of Transportation (TxDOT) inspects all 85 bridges on a biannual basis based on the United States Code (23 U.S.C. 151), as stated in CFR Part 650 Subpart C that governs the National Bridge Inspection Standards. The City performs annual inspections on all bridges every December. Minor defects are prioritized and repaired as a part of the City's Bridge Rehabilitation program. Any major defects need to be funded through the Capital Improvement Program (CIP) budget.
Streets and Drainage Maintenance	Storm Water Rain Gauge	Quality of Life	Staff will maintain all rain gauges throughout the City and utilize the available data to provide a proactive response during wet weather events.
Streets and Drainage Maintenance	Railroad Crossing Inspection	Quality of Life	Inspect all 15 railroad crossings quarterly and report deficiencies to the Railroad.
Streets and Drainage Maintenance	Americans with Disabilities Act (ADA) Compliance	Mandatory	Staff inspects all 846 miles of sidewalk for vertical trip hazards. Staff inspects all City-owned sidewalks annually for ADA Compliance.
Streets and Drainage Maintenance	Pavement Repair and Maintenance	Traditional	In accordance with the pavement management assessment, an annual maintenance and capital project list is created. The City completes repairs based upon the pavement management system and service requests from residents. Service requests from residents and the annual CIP are completed within 1 calendar year.
Streets and Drainage Maintenance	Utility Restoration	Traditional	Complete repairs within 10 business days from completion of the utility repair.
Streets and Drainage Maintenance	Street Sweeping	Quality of Life	Provide street sweeping services to all non-residential roadways on a monthly basis.
Streets and Drainage Maintenance	Banners & Flags	Quality of Life	Hang banners & flags in compliance with City Interdepartmental Policy Streetlight Banner and Flag Placement Program (PW 105). Flags are placed at 15 major intersections for five holidays. Banners are changed out along designated Right of Ways (ROWs) six times per year.
Streets and Drainage Maintenance	Streetlight Inspection	Traditional	Inspect all streetlights on a quarterly basis. Document lights found not working and report to responsible agency for repair.
Streets and Drainage Maintenance	Mosquito Spraying Contract	Quality of Life	Manage the mosquito spraying activities during the months of April through October based on need.
Streets and Drainage Maintenance	Mosquito Spraying	Essential	Localized spraying as required by the Zika and West Nile response plan.
Streets and Drainage Maintenance	Larvicide Treatment	Quality of Life	Citywide larvicide applications are performed every 150 days based on need. Staff place tablets in ditches, drains, and low lying areas.
Streets and Drainage Maintenance	Mosquito Trapping	Essential	Mosquito trapping is performed, weather permitting, once a week during the breeding season of April through October. Traps are set on Monday, collected on Tuesday and mailed to Austin. Results are available by Thursday for any disease.
Streets and Drainage Maintenance	On-Site Inspections	Quality of Life	On-site inspections for mosquito complaints are performed at the customer’s request within 3 business days.
Streets and Drainage Maintenance	Water Hyacinth Control	Quality of Life	The City applies 10 applications in Oyster Creek per year to control vegetation within the Oyster Creek watershed within the City limits. Monthly applications are applied every month except December and January.
Streets and Drainage Maintenance	Right of Way Locates	Essential	Right of Way locates are completed within 2 business days of application.
Streets and Drainage Maintenance	Storm Sewer Maintenance	Essential	City staff identifies locations throughout the City that need repair. The City repairs all maintenance defects in the stormwater system within one year. Any capital improvements are added to the Capital Improvement Program (CIP).
Streets and Drainage Maintenance	Rain Event Response	Essential	Respond to rain events within 30 minutes during normal business hours; 1 hour for after-hours/on-call response. Storm sewers are inspected and cleaned as necessary before and during a heavy rain event.
Streets and Drainage Maintenance	Dam Maintenance	Essential	Routine monthly dam maintenance inspections are performed to ensure the dams’ integrity is maintained.
Streets and Drainage Maintenance	Pavement Management	Traditional	A full citywide pavement assessment is performed every 5 years via a consultant. Annual updates are performed for Capital Improvement Program (CIP) planning.
Streets and Drainage Maintenance	Tree Trimming Inspection	Mandatory	Inspect one-third of all trees annually beginning in January through the end of March. This is done in accordance with City of Sugar Land Code of Ordinances Part II, Chapter 3, Article 9, Div. 5 Vegetation, Sec. 3-164.
Streets and Drainage Maintenance	Sidewalk Program	Traditional	Inspect all 846 miles of sidewalks annually. Repair 11,100 feet annually with staff and contractors. Service Requests from residents are repaired with 90 days and all remaining funding are allocated to repairing sidewalks around schools and along major roadways with heavy pedestrian traffic.
Streets and Drainage Maintenance	Stormwater Pipe Inspection	Quality of Life	The City will inspect and clean 10% of the stormwater pipe within the City annually.
Streets and Drainage Maintenance	Stormwater System Repairs	Quality of Life	Utilize Rehabilitation Funding to repair all defects found via inspections. All operation and maintenance repairs will be completed within the same fiscal year. All Capital items will be added to the Capital Improvement Program (CIP) budget.
Streets and Drainage Maintenance	Stormwater Manhole/Inlet Annual Inspection	Quality of Life	Staff will inspect all stormwater manholes and inlets annually and collect data regarding condition and repairs needed.
Surface Water	Water Production	Mandatory	Management and maintenance of raw water diversion equipment
Surface Water	Water Treatment	Mandatory	Maintain compliance with all state and federal water quality requirements. Conduct daily operations checks. Provide operations staff at the Surface Water Treatment Plant 24 hours a day.
Surface Water	Texas Commission on Environmental Quality (TCEQ) Compliance	Mandatory	Maintain compliance with all state and federal water quality requirements. Daily submission of water quality information.
Surface Water	Preventative Maintenance	Traditional	Maintain all mechanical equipment in accordance with manufacturer recommendation.
Surface Water	Emergency Operations	Essential	Maintain a comprehensive hurricane preparedness and response plan. This plan is updated annually to reflect changes in employee contact information, vendors, equipment, and operating procedures.
Surface Water	Contract Management	Mandatory	Maintain and monitor contracts for treatment chemicals, on call emergency repairs, and manufacturer services.
Traffic Operations	Pavement Markings Maintenance	Traditional	Annually replace faded/failed pavement markings along City roadways with contractor. Replacement is prioritized based on continuous visual inspection and safety needs.
Traffic Operations	Traffic Signals	Essential	Replace/repair 100% of all failed/failing traffic signal components within 1 business day to provide a safe, efficient, and reliable traffic signal network. All repairs are performed by Traffic staff and support the City's annual preventative maintenance program of 90 traffic signals. This metric does not account for major infrastructure damages caused by accidents that have longer lead times and sometimes involve contractor work.
Traffic Operations	Roadway Flashing Beacons	Traditional	Replace/repair 100% of all failed/failing flashing beacon components within 1 business day which provide warning to school zones and pedestrian crossings. All repairs are performed by Traffic staff and support the City's annual preventive maintenance program of 80 flashing beacons throughout the City.
Traffic Operations	Wayside Horn	Quality of Life	Replace/repair 100% of all failed/failing wayside horn components within 1 business day which support safety at Railroad crossings and reduces train horn noise to nearby residents. All repairs are performed by Traffic staff which supports the City's annual preventive maintenance program of 10 wayside horns along US 90.
Traffic Operations	Speed Radar Signs	Quality of Life	Replace/repair 100% all failed/failing radar sign components within 1 day, which help reinforce speed zones along arterials and collectors. Signs are repaired by outside vendors and installed by Traffic staff which supports the City's annual preventive maintenance program of 19 radar signs within the City.
Traffic Operations	In-Pavement Lights	Quality of Life	Staff will replace/repair 100% of all failed in pavement lights and controller within 60 calendar days of failure.
Traffic Operations	Traffic Projects	Traditional	Annual identification, planning, scheduling, coordinating, and monitoring of capital improvement projects.
Traffic Operations	Mobility Concerns	Quality of Life	Maintain reported mobility concerns to less than or equal to 22 per month. This metric is one way to measure reported signal concerns and congestion is addressed.
Traffic Operations	Dynamic Message Signs (DMS)	Quality of Life	Contractor to replace/repair 100% of all failed/failing Dynamic Message Signs (DMS) components within 30 calendar days which supports the traffic management center ability to share traffic conditions, travel times, construction, and road incidents with motorists.
Traffic Operations	Right of Way (ROW) Locates	Mandatory	City staff will mark all traffic utilities within 2 business days to support City Ordinance No.2106 created to protect buried utilities.
Traffic Operations	Roadway Lighting Maintenance	Essential	Per the City's agreement with Texas Department of Transportation (TXDOT), the City is responsible for repairing any roadway lighting outages along US 59, US 90, and SH 6 bridge over US 90. Staff will perform monthly inspections and a contractor will replace/repair 100% of all failures within 30 calendar days of issued work order.
Traffic Operations	Traffic Studies	Traditional	Staff will complete all traffic engineering studies within 45 calendar days. Studies aim to address/evaluate residents concerns related to traffic. Some studies may take longer due to change in traffic patterns during non-school periods or holiday traffic.
Traffic Operations	Design Plan Review	Traditional	Review and provide comments within 15 business days.
Traffic Operations	Right of Way (ROW) Permits	Mandatory	Correctly process submitted Right of Way (ROW) permit applications within 2 business days to support City Ordinance No. 2106 created to protect buried utilities.
Traffic Operations	Corridor Performance Measures	Quality of Life	Maintain a Level of Service C for designated corridors which are reported every quarter to the City Council, City Management and the public via the goal measures dashboard on the City's website. This measure ensures the City is providing a proper operation along City's busiest corridors as tracked through the City's Goal Measures program.
Traffic Operations	Sign Maintenance	Mandatory	Annually replace 10% of the approximately 16,000 City owned signs every year per Texas Manual on Uniform Traffic Control Devices (TMUTCD) and average 10 year life of sheeting. All sign maintenance, fabrication, and installation is done in-house by Traffic Operations staff.
Wastewater Collection	Manhole Inspection & Preventative Maintenance	Traditional	Biannually inspect and maintain city’s 13,000 sanitary manholes per year.
Wastewater Collection	Line Cleaning	Traditional	Annually, clean 55 miles of 550 miles of sanitary sewer main lines.
Wastewater Collection	Line Televising	Traditional	Televise 55 miles of 550 miles of sewer line.
Wastewater Collection	Stoppages and Overflows	Mandatory	When unauthorized discharges (overflows) of sanitary sewer occur beyond the confines of the collection system, samples are taken as needed and delivered to the lab to analyze for fecal content and pH. After an on-site inspection has taken place, the area is cleaned up, calcium hypochlorite is applied to the affected area for disinfection, and a report relating to the unauthorized discharge is completed and forwarded to the Texas Commission on Environmental Quality (TCEQ). One hour response time and required TCEQ notification.
Wastewater Collection	Collection Line/Lateral Repairs	Mandatory	Perform approximately 30 collection line/lateral repairs per year.
Wastewater Collection	Site Restoration	Quality of Life	Landscaping replaced to pre-repair state within 14 business days.
Wastewater Collection	Right of Way Locates	Mandatory	Complete right of way locates within 2 business days of receiving the application.
Wastewater Collection	New Capital Improvement Projects	Traditional	Annual identification, planning, scheduling, coordinating, and monitoring of capital improvement projects.
Wastewater Collection	Design Plan Review (New Development Review)	Traditional	Attend weekly development review committee meetings and comment on site and construction plans submitted to the Engineering Office within 15 business days.
Wastewater Treatment	Emergency Operations	Essential	Maintain a comprehensive hurricane preparedness and response plan. This plan is updated annually to reflect changes in employee contact information, vendors, equipment, and operating procedures.
Wastewater Treatment	Contract Operations Management	Essential	Maintain and monitor long term treatment contracts related to wastewater and reclaimed water treatment.
Wastewater Treatment	Wastewater Lift Stations Maintenance	Mandatory	Operate and maintain 134 Wastewater Lift Stations in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Wastewater Treatment	Odor Control	Traditional	Scheduled operations and maintenance includes routine operations checks and reporting, and overseeing facility rehabilitation projects. Replacement of periodic odor control media and repair of equipment is performed as necessary.
Water Distribution	Main Repairs	Mandatory	Emergency main breaks responded to within one hour; repairs completed same day. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Distribution	Service Lines	Mandatory	Service line repairs completed within 10 business days for a routine leak: within one day for emergency repairs. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Distribution	Valve Repairs	Mandatory	Replace 25 valves annually. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Distribution	Hydrant Repairs	Mandatory	Repair 100 hydrants annually. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Distribution	Site Restoration	Quality of Life	Landscaping replaced to pre-repair state within 14 business days.
Water Distribution	Valve Inspections & Maintenance	Traditional	All valves (more than 10,000) inspected annually.
Water Distribution	Hydrant Inspection & Maintenance	Traditional	Twice yearly inspection of all hydrants (5,181), with half painted and serviced annually.
Water Distribution	Main Flushing	Mandatory	Dead end mains flushed monthly and main trunk lines flushed twice yearly. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Distribution	New Service Installations	Traditional	New meter installations completed within ten days of receiving request from customers.
Water Distribution	Right of Way Locates	Mandatory	Complete within two business days of application.
Water Distribution	Design Plan Review (New Development Review)	Traditional	Attend weekly development review committee meetings and comment on site and construction plans submitted to the engineering department within five days.
Water Distribution	CIP Project Support	Traditional	Annual identification, planning, scheduling, coordinating, and monitoring of capital improvement projects.
Water Production	Water Storage	Mandatory	Inspect each ground storage tank every 3 years. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Production	Raw Water Production	Mandatory	Scheduled operations and maintenance for each water well and annual Capital Improvement Program (CIP) for well rehabilitation. The City's Service Level commitment is in compliance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Production	Water Treatment	Mandatory	Maintain compliance with all state and federal water quality requirements. Maintain compliance with state and local agencies and meet the 30% groundwater reduction requirements in the Ground Water Reduction Plan (GRP).
Water Production	Supervisory Control and Data Acquisition (SCADA)	Essential	Continued maintenance of the Supervisory Control and Data Acquisition (SCADA) system.
Water Production	Emergency Operations	Essential	The Water Production Division maintains a comprehensive hurricane preparedness and response plan. This plan is updated annually to reflect changes in employee contact information, vendors, equipment, and operating procedures.
Water Production	Contract Management	Mandatory	Maintain and monitor contracts for on-site or off-site repair of well motors and well pumps, booster pumps, disinfection systems, electrical systems and motor control centers, and Supervisory Control and Data Acquisition (SCADA) systems.
Water Quality	Special Sampling	Mandatory	Maintain compliance with all state and federal water quality requirements.
Water Quality	Grease Trap Inspections	Mandatory	Conduct 378 grease trap inspections and make all related data entries in accordance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Quality	Wastewater Quality Sampling / Pretreatment Program	Mandatory	A minimum of 40 inspections shall be conducted annually in accordance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Quality	Commercial Facility Inspections	Mandatory	A minimum of 40 commercial facility inspections shall be conducted annually in accordance with Title 30 Texas Administrative Code (30 TAC), Chapter 290.
Water Quality	Monitoring for Safe Water Drinking Act Contaminants	Mandatory	Collect 175 Samples annually to help maintain compliance with all state and federal water quality requirements.
Water Quality	Bacteriological Sampling	Mandatory	Collect 1680 bacteriological samples annually to help maintain compliance with all state and federal water quality requirements.
Water Quality	Corrosion Prevention	Mandatory	Collect 700 Samples annually to help maintain compliance with all state and federal water quality requirements.
Water Quality	Nitrification Monitoring	Mandatory	Collect 884 samples annually to help maintain compliance with all state and federal water quality requirements.
Water Quality	Instrument Calibration	Mandatory	Collect 576 samples annually to help maintain compliance with all state and federal water quality requirements.
Water Quality	Lab Contract Management	Mandatory	Collect 84 samples annually to help maintain compliance with all state and federal water quality requirements.
Water Resources	Groundwater Reduction Plan (GRP) Compliance and Implementation	Mandatory	Maintain compliance with state and local agencies and meet the 30% groundwater reduction requirements in the Groundwater Reduction Plan (GRP). Submit all necessary Groundwater Reduction Plan (GRP) documents on time in accordance to the Fort Bend Subsidence District.
Water Resources	Surface Water Supply Contract Management	Mandatory	Implementation of Water Conservation Plan in accordance to the requirements of the Texas Water Development Board (TWDB) and the Texas Commission on Environmental Quality (TCEQ).
Water Resources	Intergovernmental Relations	Quality of Life	Annual review of all water resources related intergovernmental relations bill filings.
Water Resources	Public Education	Traditional	Participate in five outreach events annually. Conduct water wise training for 2,000 students each year in the water wise program.
Water Resources	Ensuring Adequate Water Supplies	Traditional	Develop the Integrated Water Resource Plan (IWRP) and govern the water supply planning process.
Water Resources	Water Policy and Procedures	Traditional	Implementation of the Integrated Water Resource Plan (IWRP) recommended policies and procedures.

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