April 2023
Work Session Overview
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
2 Contents
1. Program Overview
2. Our Capabilities
3. The Onboarding Process
Includes:
• Launch Timeline
• Contractor Recruitment and Monitoring
• CSR Training
• Internal & External Communications
4. Case Study & Testimonials
5. Abridged Proposal and FAQ’s (separate documents)
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
NLC Service Line Warranty Program by HomeServe
3 Offering
services for
over 20 years
4.8 out of 5 stars
customer
satisfaction
Program endorsed
since 2010
“The National League of Cities is proud to partner with this highly reputable and reliable program. Their exemplary record of customer service and transparency is what has driven the success of this partnership over the years.”
Clarence Anthony, Executive Director
National League of Cities
HomeServe Key Statistics*
• Over 4.8 million customers
• Over 8.5 million policies
• Over 1,200 municipal and utility
partnerships
• Job serviced every 34 seconds
• Customer savings to date:
over $2 Billion
* As of January 2023
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Current California Partners
City of Fillmore-CA
Golden State Water Company
City of Port Hueneme-CA
Bear Valley Electric Services
LA Sanitation
City of La Puente-CA
City of La Habra-CA
City of Chula Vista-CA
City of Yuba City-CA
City of Oceanside-CA
City of Gustine-CA
City of Santa Paula-CA
City of San Bernardino-CA
Woodlands Mutual Water Company
City of Imperial Beach-CA
Crestline Village Water District
City of Duarte-CA
City of Laguna Beach-CA
Contra Costa Water District Inc
Diablo Water District
Great Oaks Water Co.
Park Water Company
San Jose Water (SJW) Company
Southern California (SoCal) Gas
Town of Yountville-CA
West Bay Sanitary District
City of Claremont-CA
City of West Covina-CA
City of Rialto-CA
City of Sierra Madre-CA
City of Vallejo-CA
City of Stockton-CA
City of Antioch-CA
City of Lemon Grove-CA
City of San Diego-CA
Alameda County Water District Inc
Apple Valley Ranchos Water Co Inc
California Water Service Company
City of Cathedral City-CA
City of Culver City-CA
City of Daly City-CA
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
5 City of Fresno Priorities
Aging Infrastructure
Support
Resources for public and private infrastructure
repair and upgrades
LMI/Community
Assistance Solution
Funding for programs and initiatives to support
low-income and disadvantaged residents
NLC SLWP Solutions
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Solution for Residents, Cities and Utility Districts
6 Optional low-cost protection
against potentially expensive
water, sewer, plumbing repairs
Educates residents about their
responsibility for exterior lines
Residents Cities and Utility Districts
Reduces calls to the City
Timely repairs reduce water loss from line
breaks – use of local contractors infuses money
into the local economy
Turnkey program – provides marketing, billing,
claims, customer service
No cost for the City to participate, optional
non-tax 10% revenue share per product, per
month
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Aging Infrastructure
Challenging for Municipalities/MUD’s and homeowners
7 In California, infrastructure upgrades over the next 20 years are estimated at $16.9 billion for drinking water and $6.95 billion for wastewater
Lateral lines are subjected to the same elements as public lines • Ground shifting, fluctuating temperatures, tree root penetration, corrosion and more
Failed lines waste thousands of gallons of water
• Presents a potential environmental hazard
Common homeowner misconceptions
• Municipality is responsible for maintenance of the water and sewer lines on their property
• Repairs are covered by their homeowners policy
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
8 Homeowners are unprepared for
emergencies and expect
solutions from the city/utility
78% of homeowners believe the
utility provider should educate them
on repairs and preventative
measures.
(Ipsos Public Affairs/HomeServe 2019)
56% of Americans can’t cover a
$1,000 emergency expense with
savings. (Bankrate 2022)
60% of homeowners with annual
household incomes under $50,000 a
year reported having $500 or less or
no money set aside for a home repair
emergency.
(Harris Poll/HomeServe 2021)
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
We Deliver Peace of Mind
9 WATER LINE
COVERAGE
SEWER LATERAL
COVERAGE
Up to $8,500 coverage
per incident to
repair/replace broken,
cracked or clogged
exterior lines
IN-HOME PLUMBING
COVERAGE
Up to $3,000 coverage
per incident on all
interior water, sewer and
drain lines inside the
home after point of entry
Up to $8,500 coverage
per incident to
repair/replace broken,
cracked or clogged
exterior lines
Toll-free emergency
number available
24 hours a day, 365
days a year
Locally based, fully
licensed and vetted
contractors
Guaranteed repairs No pre-inspection
required
Quality control to ensure
exceptional customer
experience
No annual or lifetime
limits, deductibles,
service fees, forms or
paperwork
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Exterior Water
Service Line
Interior Plumbing
and Drainage
Exterior
Sewer/Septic
Line
11 Protection Plan Offering
Best-in-class program that increases satisfaction with the Municipality • New incremental revenue for
the City of Fresno would exceed
$600K over 5 years
• Generate the highest
participation in the industry
• No investment required –
HomeServe funds ALL marketing
10 Our Capabilities
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
• Focused on educating homeowners
• Homeowner vs. city responsibility
• Repair gap in homeowners insurance
• How and why leaks/breaks occur
• Potentially high cost of making repairs
• Challenge of finding a quality contractor in a hurry
• Peace of mind for a low price
• Building on the trust with brand, localization
• Comprehensive presentation of features and benefits
• Creating a call to action
• Easy response options
• Consumer choice for mail, phone or web
• Vanity URLs and 800#s enable appropriate customization Program-Funded Direct Mail Communications
12 ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL Direct Mail Sample
13 ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL Partner Approval Process for Marketing Materials
14 Typically takes 2
weeks for review
2-day turnaround 48 hours for final
review and approval
HomeServe
sends direct
mail creatives
back to partner
for final
approval
HomeServe
updates direct
mail creative
incorporating
partner
comments
Partner
reviews direct
mail creatives
and provides
HomeServe
with comments
HomeServe
sends partner
each direct mail
creative
for approval
Partner
provides
final
approval to
HomeServe
HomeServe
uploads direct
mail creatives
to print vendor
for printing
Partner approves all program-related material before City of Fresno residents receive it. ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
15 Simple Claims Process Ensures a Positive Customer
Experience in a Time of Stress
Customer calls
HomeServe
HomeServe
agent collects
diagnostic
information
Contractor
contacts
customer to
arrange
appointment
Contractor
arrives on site Work is
completed,
HomeServe pays
contractor Customer
feedback
collected to
measure
satisfaction
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
• Provides the ability to manage all jobs in
real time and take action before escalation
is required
• Monitors weather conditions, temperature
and power outages across the country to
stay ahead of spikes in job volume
16 Network Operations
Center
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
• In-house, U.S.-based call center with 640+ agents
• Live repair management agent support 24/7/365
• Call-handling capabilities in 300 languages
• Intensive new-hire and ongoing training programs
• Comprehensive quality assurance includes monthly
review of 3 to 4 calls per agent (1,500-2,000 calls)
• Front-line agents achieve one-call resolution on
vast majority of customer issues, Customer
Advocacy Team ensures timely resolution of rare
escalations
• Employee bonuses are tied to customer
satisfaction scores
Operations Center Delivers
Exceptional Customer Service
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
18 Local Contractor Selection Process Ensures Only the
Highest-Quality Personnel Service our Customers
• 2,300+ contractors in the North America network
• Recruit an average of 60 new contractors each month
• Compliance criteria tracked by PlusOne (leading risk management administrator) includes licensing, bonding, insurance, drug screening background checks, references and more
Onboard
PlusOne Review
Contractor Setup
Contractor Training
Contract
Service Agreement
W-9
Payment Forms
Execute Contract
ROM Review
Interview with ROM
Capacity Evaluation
Validate Skillset
Rate Review
Pre-Qualify
Phone Interview
Initial Skills Analysis
HSUSA Requirements
Cultural Fit
Prospect
Create/Buy Lead Lists
Email/Telemarketing
Social Media
HSUSA Web Site
Assess Needs
New Partners
Coverage Gaps
Bench Strength
Update Forecast
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Repair Timeframes – We Resolve Problems Quickly
19 For critical repairs where there is a loss of service:
• Claims calls are flagged in our system for immediate
scheduling and same-day service
• Typically end-to-end job completion in one business day • We have no “parts department” which can slow the
completion of a repair or replacement — our contractors are pre-approved to obtain parts and equipment without
restrictions
• Mobile cost authorization — allows contractor to quickly and efficiently obtain job approval and to rapidly submit invoice for payment
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Contractor Performance Management
• Scorecard produced monthly and reviewed with the
Regional Operations Manager quarterly
• The higher the score, the more jobs the contractor
receives
• Items scored are:
Use of the dispatch mobile application
Post-claim satisfaction survey scores
Compliance
Performance metrics
• Ensures continuous communication with our contractors on their performance
• Identifies areas where contractors are performing well and those requiring improvement
20 ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL Bi-Weekly Performance Report (at the Company Level)
• Provides feedback on
• How technology is being used
• Performance metrics
• Customer satisfaction
• Each metric is color coded
based on adherence to service
level targets
• Contractor receives their
ranking in each category and
an overall ranking for the
network
• Since launching, our survey
scores have increased to a
4.78 21
Current Ranking 4 1
Previous Ranking 5 2
Current Ranking 9 2
Previous Ranking 8 1
Current Ranking 27 1
Previous Ranking 7 2
Overall Ranking
JOHN'S PLUMBING - Weekly Performance Report
4/1/2019
1 VS
3/25/2019
Technology Utilization
Job %
Been Accepted
Job %
Been Scheduled
Job %
Been On My Way
Job %
Completed
Job % Timely
Field Updates Rejection %
98% 0%
Key Performance Metrics
Avg Time to
Accept (hours)
Avg Time to
Schedule (hours)
Avg Entry to
Appointment (days)
Avg Entry to Complete
(days) % On Time
% Serviced 99% 97% 99% 94%
KPI Metrics 0.5 0.8 0.6 0.8 97%
Customer Satisfaction
DispatchMe Survey
(1-5)
DispatchMe
Dissat %
Rant & Rave Survey
(1-9)
Rant & Rave
Dissat %
Overall Avg Survey
(1-10)
Overall
Dissat %
9.9 0.0%
# Ratings 29 0 7 0 36 0
Score/Dissat % 4.9 0% 9.0 0%
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Real-Time Contractor Dashboard (at technician level)
Provides high level view of jobs received, KPI goals and the performance against each goal 22 ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL On-Boarding
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
24 Your Team
Michael Backus serves as Chief Sales Officer, leading all business development efforts in the water and energy utility sectors, and has oversight of the Canadian business, Real Estate, Product Development and Public Relations. He has been with HomeServe since April 2007.
Prior to HomeServe, Mike has held management roles in leading call center, account management, and sales teams in a variety of industries for companies such as MBNA, TeleTech, and HSBC. Mike has a Bachelor’s of Arts degree in Economics from Rutgers University.
Michael Backus
Chief Sales Officer
[email protected]
203.840.8276
Shirley Epstein is Senior Director, Account Management for HomeServe water utility partners. Shirley serves as the day-to-day management lead of accounts at HomeServe. She has over 12 years of experience working with partners in the rewards program, food retail and consumer packaged goods sectors. Shirley joined HomeServe in March 2016. Her most recent role in own-brand consumer goods includes managing international and domestic clients such as Ahold USA and Sears/KMart. Shirley received a B.S. in Business Management from Boston College.
Shirley Epstein
Senior Director, Account Management
[email protected]
203.840.8355
Michael Twardowski is Vice President of Account Management for our water utility partners. Michael is responsible for the overall partner relationship.
He has over 16 years of account management experience working with partners in the utility, banking, airline and online retail spaces. Michael joined HomeServe in January 2011 following his time at Synapse Group, Inc. (a Time Inc. subsidiary), Webloyalty.com and Converge Direct, where he worked on the DirectTV account. Michael received a B.S. in Business Management from Fairfield University.
Michael Twardowski
Vice President, Account Management
[email protected]
203.351.4903
John Kalinowski is a Senior Account Manager serving as the day-to- day contact for our water utility partners. John is responsible for the day-to-day management of partner needs, while functioning as their advocate within the organization. John joined HomeServe in 2018 and has over 10 years of experience establishing and growing relationships for affinity marketing partners including Bank of America, HSBC, American Express and PNC Bank. John received a Bachelor of Arts degree in Business Marketing from the University of Connecticut.
John Kalinowski
Senior Manager, Account Manager
[email protected]
203.840.8206
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Ensuring a Successful Launch
25 Many homeowners are unaware that they
are responsible for the water and sewer
service lines on their property. So, when
an emergency arises, they don't know
what to do. Our program will educate City
of Fresno homeowners about home
maintenance, repair costs and
responsibility.
The following will explain the processes
that go into launching and managing a
successful Service Line Warranty program
for the City of Fresno and your residents.
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
26 Roles and Responsibilities—Timeline Benchmarks
27 Jul.
2023
Fresno and
HomeServe
enter into a 5-
year Service
Agreement
28 Jul.
2023
Kickoff
Presentation
presented to
Fresno city
officials
2 Aug.
2023
HS Project
Management
kicks off both
weekly internal
and external
integration calls
Zip plus 4
Service Area file
provided to HS
8 Aug.
2023
T&C requested
for approved
products,
Request takes 6
weeks to fulfill.
HS commences
contractor
recruitment.
9 Aug.
2023
HS
Provided
Fresno with
Call Center
Training
overview
14 Aug.
2023
Field cards
created and
sent to Fresno
for review.
Cards made
available to
contractors in
advance of
launch
16 Aug.
2023
First Draft of PR
materials sent to
Fresno, approval
needed 2 weeks
prior to launch
Digital URL
approved
22 Aug.
2023
Marketing
Materials sent
over to Fresno
for review,
approval
needed within
two weeks
29 Aug.
2023
Digital
proposal
for Fresno
website
sent over
for review
16 Sep.
2023
Fresno Call
Center
training takes
place 1-2
weeks prior to
mail date
21 Sep.
2023
HS Call Center
training begins.
23 Sep.
2023
Mail Code set up
in Production
Final Agent Guide
sheet provided to
Fresno
28 Sep
2023
Postcard
mailed out
to Fresno
customers
announcing
the
program.
4 Oct.
2023
First Product
mailing sent
out to Fresno
homeowners.
Week 1 Week 2 Weeks 3 - 4 Weeks 6- 7 Week 8
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
27 Typical Launch Timeline
SLWA’s Service Line Warranty Program with the City of Fresno should take 8 weeks from contract execution to effectively launch. Every step is carefully planned so that the process stays on schedule. • SWLA and the City of Fresno finalize PR plans; training for customer service and related staff begins. • SWLA sends press release and any other PR materials and starts mailing letters to residents. • The City of Fresno begins promoting program launch on social media and any other agreed-to outlets. • SLWA submits external PR toolkits and additional training materials. • SLWA and the City of Fresno coordinate and finalize training schedule for customer service and related staff. • The City of Fresno provides zip-plus-four service area list, as well as logo for marketing materials. • The City of Fresno confirms data/zip codes.
• SLWA reviews the City of Fresno marketing materials and banner design/logo. The City of Fresno follows up with any questions. • The City of Fresno provides final approval of letters and banner design/logo details.
Weeks 1-4
Weeks 5-6
Weeks 7-8
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
28 Roles and Responsibilities—Task Delegation
Integration requires active involvement from both parties to ensure a successful, on-time launch
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
29 Reaching City of Fresno Homeowners
Residents receive up to five mailings per year, including the introductory letter and a reminder To help us generate the letter, we ask the City to:
Sewer: From the sewer main to the external wall of the home Water: From the water main to the external wall of the home
2. Confirm homeowner responsibility
For example:
1. Send a logo as a high-resolution (300 dpi) art file in .eps, .png, vector or MS Word format ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
30 Homeowner Offer & Enrollment
Homeowners are introduced to SLWA's water and sewer service line program after having earlier received a letter in the mail that describes the program, how they'll benefit from coverage and how they can enroll.
The Offer
Enrollment
Once enrolled, homeowners receive:
Complete enclosed acceptance
form and return it in the provided
postage-paid envelope
For fastest service,
visit www.slwofa.com
Calling a dedicated 800 #
found on the letter
24/7/365
Online MailPhone
A welcome kit detailing
terms and conditions.
A welcome call from our customer service team to
answer questions about terms and conditions, how to
make a claim and other products of interest.
Homeowners can sign up quickly and easily in three ways:
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
31 Customer Service and Contractor Network
Customer satisfaction is at the heart of this program’s success. The highest satisfaction requires the best customer service and a skilled, reliable network of contractors. SLWA & HomeServe continue to deliver both.
Our professional and well-trained customer service team is on hand to assist homeowners at every stage of the program.
Our contractor recruitment team begins building a contractor network right away to promptly service the claims of City of Fresno’s enrolled residents once the program is under way.
We then run background and
reference checks and conduct
drug testing through a
reputable screening service.
We verify their trade
qualifications, licenses
and insurance coverage.
We use ZIP code maps to
find eligible contractors in
the City of Fresno area.
If your office has a list of local registered contractors to recommend, please provide it to our contractor recruitment team. • Representatives average 5 years on the job, so they fully understand the terms and conditions, appreciate customer needs and handle claims promptly and efficiently. • Live repair-management support is available 24 hours a day, 7 days a week. ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
• HomeServe will develop Call Center training
materials to help introduce City of Fresno
call center agents to the program and
highlight key program details
• Train the Trainer: HS trained Fresno Call
Center leader , then these managers/leads
train their agents to prepare them for the
calls they’ll receive after launch
32 Call Center Training
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
HomeServe will create a program guide for
Fresno call center agents to use as a resource
for them to quickly and easily access
information about the program.
33 Call Center Training
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Claims Handling & Repairs
The claims handling and repairs process includes:
• Training for claims agents
• Contractor deployment
• Repairs
• Customer satisfaction survey
Once launched, the process is streamlined for a quick resolution and a homeowner-friendly result. 34 Upon completion, the contractor
processes the claim directly with SLWA.
The homeowner is asked to complete a
post-repair satisfaction survey.
Eligible claim is
accepted. Contractor
is assigned.
The homeowner calls with a
claim. The customer service
representative verifies
homeowner eligibility.
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Pre-Launch Communications
Print Ads
Our PR team can work with yours to place Print Ads
in local publications as available.
Social Media Content Calendar
Our marketing team can provide a Social Media
Content Calendar that will outline a posting
cadence for 4-6 weeks leading up to the launch,
while also including post launch content as well.
City of Fresno Website Copy/Imagery
Our marketing team can work with you to
determine any specific asset dimension needs or
provide addition information to post on your
website.
35 One of the most important steps to the program’s success is getting the word out. SLWA offers a comprehensive PR toolkit and plan to inform municipal and local authorities, community leaders and residents. ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Training & Internal Communications
Letter to Leaders & FAQ:
SLWA will provide a letter that announces the program to key figures, including local government officials, council members and other high-profile community leaders, for your office to distribute at your discretion. An FAQ and a Program Overview are also included for deeper understanding.
Press Release
SLWA will develop a press release that details the problems residents may face with home water & sewer lines, how the program can help ease these unexpected burdens and any additional information. Once approved by your office, SWLA will distribute it to local news media, the state newswire and post it to websites and social media outlets at your discretion.
Employee Newsletter
SLWA will create a newsletter or email that your office can send to the City of Fresno employees. It will cover program details and benefits and give staff the background they need to answer questions from friends, neighbors and residents.
Employee Preparation
SLWA will conduct training calls with the City of Fresno municipal staff prior to the launch to educate and prepare them.
36 ©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL 37 Case Study
Key Milestones
2007
Partnership begins
2014
Reached 125K policies
purchased
2009 2022
Saved residents over $65M in
repair costs since inception
200,000
Marketable
Households
74,214
Customers
Covered
137,437
Active
Policies
4.84/5
Customer
Satisfaction
$65M
Customer Savings
130,884
Repairs
Completed
Customer testimonial
internal plumbing repair
“Superb timing,
unbelievable – he was
here in a flash.
Communicated to me
what he was going to do
and solved the problem.
He was very friendly
and professional.”
Expanded partnership to
include subsidiary territory:
Washington Water
Plans offered
• Water Service Line
• Sewer/Septic Line
• Interior Plumbing &
Drainage (IPD)
• Interior Electric
• Water Heater
• HVAC
• Cooling
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
38 Partner Testimonials -
California
California Water Video Testimonial
Michael Luu, VP of Customer Service
Our partnership with HomeServe has been highly
beneficial to our customers as well as to San Jose
Water Company. Their collaborative approach
allowed us to quickly and efficiently launch the
partnership after the contract was executed. This
included developing educational materials that
reflect our brand and values and providing
training for our customer service
staff. HomeServe continues to be great to work
with and remains highly attentive to our needs.
Their unmatched commitment to customer
service and satisfaction has resulted in extremely
positive feedback from customers who have
received service. Additionally, our customers
appreciate that San Jose Water Company is
informing them about these protection plans.
John Tang
VP of Government Relations and Corporate Communication
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
39 Next Steps for the City of Fresno
After service agreement is executed
Email the high-resolution
logo artwork to SLWA
Fill out and return the I-9
form (if applicable)
Upload the city
service-area zip list
to ShareFile
Sign up for direct
deposit payment
Provide a local registered
contractor list
©2023 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Proposal and Q&A’s
Please see separate documents
40 Thanks for your attention!
We are looking forward to
working with you!