CCW and Attachment

COUNCIL COMMITTEE OF THE WHOLE The Council Committee of the Whole met on April 23, 2024, at 6:01 p.m. with Council President Hare presiding. Members of Council present were Mr. Anderson, Ms. Arndt, Mr. Boggerty, Mr. Lewis, Mr. Neil, Dr. Pillsbury, and Mr. Rocha. Mr. Sudler was absent. Mayor Christiansen was also present. Civilian members present for their Committee meetings were Mr. Iriowen (via WebEx) (Utility), and Ms. Smith (Legislative, Finance, and Administration). Mr. Pugh (Utility) and Mr. Shevock (Legislative, Finance, and Administration) were absent. ADOPTION OF AGENDA Mr. Neil moved for adoption of the agenda, seconded by Mr. Boggerty and unanimously carried. UTILITY COMMITTEE The Utility Committee met with Chairman Rocha presiding. Adoption of Agenda Mr. Lewis moved for adoption of the agenda, seconded by Mr. Neil and unanimously carried. Discussion and Update on Customer Service Utility Policies (Allison Haines, Interim Customer Service Director) Ms. Allison Haines, Interim Customer Service Director, gave a brief overview of the current Customer Service Utility Policies. Committee action was not required. Responding to Mr. Anderson, Ms. Haines stated that the due dates for the electric billing are included in the bill. They are due 21 days from the bill date, and a late penalty would not be accrued until after the 30th day. Ms. Haines explained that an extension may be requested, however, they are not automatically granted. The extension policy states that the bill must be paid within seven days of the next billing statement. For example, if the bill is generated on the first and the due date is the 21st, the extension would need to be paid by the first of the next month when the next billing statement is issued so that the customer does not fall behind. Ms. Haines stated that disconnections are done in order of route and the only reason they would deviate from the order would be for extensions. Extensions are an agreement with the customer giving a guaranteed date that the bill will be paid. Responding to Mr. Anderson, Ms. Haines stated that past-due notices are included in the bill after the due date, indicating that any overdue balance is subject to disconnection. An exception is made for customers who have provided an email address, as they receive a guaranteed second notice the day after the delinquent date, reminding them to settle their bill promptly. When initiating disconnections, the team typically consists of six customer service representatives on the floor and one supervisor. However, due to ongoing training in other departments, they may be short-staffed at times. Occasionally, phone calls are made while reviewing the disconnect list.

COUNCIL COMMITTEE OF THE WHOLE MEETING APRIL 23, 2024 PAGE 2 Ms. Haines explained that they also consider customers' payment histories—whether they have experienced disconnections before or if they have been consistently on time with their payments. For first-time occurrences on the disconnect list, they start by placing a door hanger as a courtesy reminder. However, if a pattern of delinquency emerges within a short timeframe, typically within two months, disconnection may follow. On the other hand, if a customer has maintained a good payment record for an extended period, they make every effort to provide a door hanger as a final reminder. Ms. Haines explained that it is important to note that due to operational constraints, such as limited staffing and the growing demand from the expanding City of Dover, they do not send out separate second notices by mail. Instead, all relevant information is included on the bill. Responding to Mr. Anderson, Ms. Haines stated that a recurring challenge they face is that many customers ask for an extension when they are on the brink of disconnection. Unfortunately, this delay in communication often limits the ability to assist them effectively and resolve the problem before it escalates to a disconnection. Ms. Haines explained that they strive to assist the customers through various channels, including assistance brochures which are available on the website, and handouts that are available in the office. These resources are designed to help customers navigate potential financial difficulties and explore available support options. Ms. Haines emphasized that it is crucial for customers to take the initiative and reach out for assistance when needed. They are encouraged to call the office and provide the necessary documents to determine eligibility for available resources. Ms. Haines noted that many individuals successfully access the available resources daily by taking proactive steps to seek help. Some of the programs available are Catholic Charities, First State Community Action, NeighborGood Partners (NCALL), and Holy Cross. Responding to Mr. Anderson, Ms. Haines stated that to set up automatic payments, they offer an autopay option accessible through an autopay form. Customers can fill out the form, provide a voided check, and customer service will automatically deduct the payment on the bill's due date. Ms. Haines stated in cases where customers are enrolled in social programs and can demonstrate a permanent due date, they can accommodate their unique circumstances through a billing exception. This exception allows them to adjust their bill due date to align with the timing of their program funds. This ensures that their payment is withdrawn consistently each month, synchronizing with the receipt of their funds. Responding to Mr. Lewis, Ms. Haines stated that there is no grace period, the bill is due on the 21st day and the late assessment is applied on the 30th day. Ms. Haines emphasized that the bill states that any past-due balance is subject to disconnect. Responding to Mr. Lewis, Ms. Haines stated that the city has a policy in effect for financial hardship due to a medical condition. Responding to Mr. Lewis, Ms. Haines stated that with medical exemptions, documentation must be completed by a doctor and submitted approximately every 120 days for specialized equipment. If customers still have outstanding bills and end up on the disconnect list, the city is required to issue a door hanger, incurring a $50 fee, as a reminder to settle their account. Failure to do so will

COUNCIL COMMITTEE OF THE WHOLE MEETING APRIL 23, 2024 PAGE 3 result in the installation of a load restrictor, limiting electricity usage to only that which is essential to operate medical devices. Unfortunately, if payment remains outstanding after 30 days, they are obligated to discontinue their electric services. Responding to Mr. Lewis, Ms. Haines stated that the door hanger is typically only issued once. The list is run at the end of the day to be disconnected the next business day. While assisting customers the customer service staff must utilize several screens to research if the customer has been disconnected in the past year so it is likely that a repeat offender would end up on the disconnect list. Ms. Haines explained that the door hanger is issued again after a two-year grace period. Ms. Haines also explained that businesses are issued door hangers because they are trying to operate a business, but they are required to pay within three days. Responding to Mr. Lewis, Ms. Haines stated that the City of Dover does not have any low-income home energy assistance programs. Responding to Mr. Lewis, Ms. Haines stated that citizens who do not have computer access can visit 5 East Reed Street from 8:00 a.m. until 5:00 p.m. Ms. Haines explained that they carry all the brochures at customer service. Mr. Boggerty thanked Ms. Haines for her hard work and emphasized that she has always extended grace to allow individuals to get help. Mr. Boggerty explained that several programs can assist citizens in saving money which are funded through federal funding and grants, however, the citizens must ask for help. Ms. Patricia Marney, Interim Controller/Treasurer stated that the city currently has a Memorandum of Understanding established with Health Initiative, Inc., as previously mentioned. While the city does not allocate specific funding for these programs, they have chosen not to venture into social services, recognizing that there are ample resources already available. However, should exploring such avenues be of interest, it is certainly something they could consider. Ms. Marney explained that some time ago, she proposed the implementation of a Help Dover initiative to a former city manager. The concept involved a nominal additional charge, for example, 50 cents to a dollar, added to bills, which would contribute to funding such programs. Regrettably, this proposal was declined. While there are alternative approaches, they have acknowledged and utilized existing resources, emphasizing the importance of constituent involvement and follow-up. Ms. Ann Smith, 132 Oakmont Drive, Dover, expressed concerns regarding seniors having to go into customer service to sign documents to defer their payment. Ms. Smith stated that not all seniors are able to do so, and she recommended gathering information from the senior citizens on their electric services. Ms. Haines stated that since COVID-19 if a customer has an email on file customer service will email out extension requests. Ms. Haines also explained that customer service tries to keep collection rates down, so those costs are not passed on to the ratepayers. Responding to Mr. Rocha, Ms. Marney stated that they have tried to do surveys in the past, for items like budget billing and preauthorized things, however, they never received any participation.

COUNCIL COMMITTEE OF THE WHOLE MEETING APRIL 23, 2024 PAGE 4 Ms. Marney stated that they placed inserts in with the bills to set up a services workshop, they had people sign up, but no one showed up on the day of. Responding to Mr. Rocha, Ms. Marney stated that they are limited to what they can send via email. Ms. Marney explained that typically they encounter around 800 to 1,500 accounts per month, which end up on the disconnect list. This number has significantly decreased since 2017, when it used to be much higher. Before that, although the policy existed, it was not rigorously enforced. There was a grace period and a balanced threshold in place. With 26,000 customers, even a modest $100 left unpaid by each would amount to $2.6 million, burdening other ratepayers. Upon Ms. Marney’s arrival in the city in 2013, they faced several million dollars in uncollectible funds annually due to customers leaving without settling their accounts. However, by diligently enforcing existing policies, they have managed to reduce this figure to roughly 1% of that amount per year, equating to approximately $100,000 in write-offs annually. This is a significant improvement from the million dollars they had to write off initially. While these policies may not be popular, they have proven to be effective. Ms. Marney emphasized that she has personal empathy for senior citizens, due to her father, which compels her to go the extra mile to assist them. She stated there have been instances where they have extended beyond their official duties, even making house calls to accommodate their needs. For instance, she recalled a situation where someone needed their deposit refund urgently to attend their father's funeral in Florida. She explained they expedited the process, and she delivered the refund on her way home from work. Ms. Marney explained that their problem is that people are not interacting with them. Mr. Rocha moved for adjournment of the Utility Committee meeting, hearing no objection the meeting adjourned at 6:38 p.m. LEGISLATIVE, FINANCE, AND ADMINISTRATION COMMITTEE The Legislative, Finance, and Administration Committee met with Chairman Anderson presiding. Adoption of Agenda Mr. Neil moved for adoption of the agenda, seconded by Mr. Boggerty and unanimously carried. Proposed Ordinance #2024-07 – Amending Chapter 80 – Personnel, Article IV – Pension Plans and Retirement Benefits (except Police), Division 3 – General Employee Pension Plan (Councilman Anderson and Councilwoman Dr. Pillsbury) Mr. Anderson gave a brief update on the ordinance. Staff recommended approval of Proposed Ordinance #2024-07 as amended at the Special General Employee Pension Plan Board Meeting on April 19, 2024. Mr. Anderson stated that the General Employee Pension Plan Board is waiting for a legal review after the April 19, 2024, meeting, which is why they do not have any amendments back from legal counsel. Mr. Anderson explained that it was a very productive meeting and one of the

COUNCIL COMMITTEE OF THE WHOLE MEETING APRIL 23, 2024 PAGE 5 recommended changes is to add one member to the General Employee Pension Board. He explained that this was fair because it does not give away the city's fiduciary responsibility. The ordinance has been split into two different ordinances, the first part has moved forward for a first reading, and it covers the two percent Cost of Living Adjustment (COLA), and the second part contains policy changes that will move forward after a legal review. Mr. Anderson also explained that a second phase will consist of the idea of providing catch-up, which would be a part of the budget process. Mr. Hare moved to recommend deferring action until the legal review is complete. The motion was seconded by Mr. Neil and unanimously carried. Discussion – Information Technology Improvements and Council Support (Larry Josefowski, Information Technology Director) Mr. Larry Josefowski, Information Technology Director reviewed the presentation titled “Information Technology Update” (Attachment #1). Committee action was not required. Mr. Josefowski explained that some of the issues that the city faces are outdated switches slowing down device performance, Wi-Fi connections that are not compatible with the demands of everyday use, staffing shortages, and audiovisual concerns not within their official job duties. Mr. Josefowski stated that they have collaborated with Kent County to troubleshoot and improve the audiovisual systems. Mr. Josefowski stated despite their best efforts, limited resources pose ongoing challenges, particularly concerning after-hours support and project completion. Without sufficient staffing and budget allocations, sustaining optimal system performance remains a considerable endeavor. While progress has been made in enhancing security and addressing technical challenges, ongoing support, and investment are essential to maintaining and improving the city’s infrastructure effectively. Mr. Rocha stated that he appreciates Mr. Josefowski’s effort and work, however, some of the functions that are not in his team's job description may need to be considered down the road. Mr. Rocha stated that they need to figure out a way to update the system because the cameras work but the audio needs updated. Mr. Rocha continued to state that he understands that it is not part of their job description to provide technical support in the chamber and he appreciates their assistance. Mr. Anderson stated that council is a critical operation and if they do not do their job, then everything else grinds to a halt. Therefore, although IT would not be expected to operate certain parts of the operations, they are expected to support them. Mr. Anderson recommended having an emergency call number for after-hours support when there is a system failure. Mr. Anderson expressed appreciation for Mr. Josefowski bringing forth what technology upgrades are needed, what needs to be budgeted for those upgrades, and whether there are better software programs that can be utilized. Responding to Mr. Anderson, Mr. Josefowski stated that issues with supply chains have become increasingly better. Delivery times have gone from a year out for delivery to less than a month.

COUNCIL COMMITTEE OF THE WHOLE MEETING APRIL 23, 2024 PAGE 6 Responding to Mayor Christiansen, Mr. Josefowski stated that the terms of employment do say that duties and responsibilities will be as assigned, however, he believes his team would be in the right to ask for overtime or comp time for that time. Mr. Josefowski stated that another issue is skillset, his team and himself are all IT generalists. Mr. Josefowski stated that they are willing to help, however, they are not specialists. They could go through the training, but they have other training that he feels is a higher priority for his team in terms of the city’s network. Mr. Rocha moved to recess into Executive Session pursuant to 29 Del. C. §10004(b)(6) - Discussion of the content of documents, excluded from the definition of “public record” in § 10002(o)(2) of this title where such discussion may disclose the contents of such documents. The motion was seconded by Ms. Anderson and unanimously carried. The Legislative, Finance, and Administration Committee recessed into Executive Session at 7:05 p.m. The Executive Session adjourned at 7:29 p.m. There was no action taken. Enterprise Fund for BLS Emergency Transportation Costs (David S. Hugg, III, City Manager) Mr. David S. Hugg, III, City Manager, reviewed the background for the enterprise fund for BLS emergency transportation costs. Staff recommended approval of Proposed Ordinance #2024-12. Mr. Hare moved to recommend accepting the staff recommendation. The motion was seconded by Mr. Neil and unanimously carried. Mr. Anderson moved for adjournment of the Legislative, Finance, and Administration Committee meeting, hearing no objection the meeting adjourned at 7:32 p.m. Mr. Hare moved for adjournment of the Council Committee of the Whole meeting, hearing no objection the meeting adjourned at 7:32 p.m. William F. Hare Council President Attachments Attachment #1 - “Information Technology Update”

ATTACHMENT #1 Council Committee of the Whole Meeting of 4/23/2024 Information Technology Update Legislative/Finance Committee Larry Josefowski, Director

Connectivity/Performance Issues • Aging equipment being replaced • Replaced/consolidated over 90% of our switches over past 2 years • Increased bandwidth of some connections 10x • Replaced 2 Hyper-V hosts to increase server performance • Additional equipment replacements on horizon • WiFi devices nearing end of supported life • Cat 5 cabling infrastructure (100Mbps vs. 1000Mbps) • Lack of network management tools • Recent outages • Failed cable – partially worked when tested • Internet-based attack caused brief outage

Audio/Visual Background • Has not been an IT supported or funded tool in past • Base System Installed 2016 • Configured prior to explosion of remote participation • Not IT owned, supported, configured

Current State of Audio- Visual System and Support • Coordinated discussions with staff, vendors and Kent County • Provide “Best Effort” • Band-Aids to keep going • Vendor discussions • June 2023 – Provided quote for updates • Provided some technical improvements • Microphone updates - $14K • Additional PC for input - $6K • Other upgrades under consideration • Better integration with conference software • More accessible for all citizens

For the Record Software • Confirmed issues working with same audio stream in different programs. • Version 6.2 no longer supported • Recommended to purchase version 7.7 • Open source solution had similar issues • On-Line training resources available

After Hours Support • Provide “Best effort” based on availability • IT not staffed/budgeted for after-hours support • Audio-visual not area of expertise • Possible union issues for techs

Back up slides

Attempted logins to City of Dover

City Hall rewiring project • Mixed wiring of Cat 5 and Cat 5e • Difference is significant 100Mbps vs. 1Gbps • Speed on affected PCs degrades to 100MB • Cat 5 has less shielding, greater cross talk especially when run in parallel • WiFi devices nearing end of support • Physical security enhancements

Future of Tyler Enterprise Resource Planning (ERP) • Current hold on further Tyler ERP deployment • Decision letter to recommend reverting to HTE/Naviline being finalized • Attached presentation Implementation of Tyler ERP is in year 6 of 2 year plan • Costs for Tyler ERP are likely greater than listed • Utility Billing unlikely work unless rates conform to Tyler • Process likely to take ~2 years to revert, would increase costs of HTE/Naviline during transition • Would require HR third party solution • provides more details • Need legal review of contracts and amendments