Page 1 February 6, 2018 Via Email Vic Bianes, Director Public Utilities Department City of San Diego San Diego, CA 92101 Dear Mr. Bianes: In accordance with the Office of the City Auditor’s approved FY 2018 Audit Work Plan, in December 2017, we initiated an audit of the Public Utilities Department’s– Customer Support Division. The tentative objective of that audit was to determine the efficiency and effectiveness of the Customer Support Division call center – call wait times and customer service. We are writing to inform you that the scope of our audit has changed. Per a request from Council President Pro Tem Barbara Bry, we will focus on customer billing issues related to the recent news and social media reports of excessively high water bills. We plan to review PUD’s data acquisitions and billing procedures for the period of July 1, 2016 through January 31, 2018. Please note that the audit objectives and scope period can be changed or expanded based on the City Auditor’s judgment or developments that may occur during the course of the review. We will communicate any changes. We plan to conduct this audit in accordance with generally accepted government auditing standards. Prior to issuance, you will have the opportunity to review the report and provide written comments for inclusion in the final audit report. You will also have the opportunity to include a memorandum of program accomplishments in the final report. If you have questions or need additional information, please do not hesitate to contact me at 619-533-3026 or Shawneé Pickney at 619-533-3035. Your cooperation is greatly appreciated. OFFICE OF THE CITY AUDITOR 1010 SECOND AVENUE, SUITE 555, WEST TOWER ● SAN DIEGO, CA 92101 PHONE (619) 533-3165 ● FAX (619) 533-3036 TO REPORT FRAUD, WASTE, OR ABUSE, CALL OUR FRAUD HOTLINE: ( 866) 809-3500 Page 2 Sincerely, Eduardo Luna City Auditor cc: Scott Chadwick, Chief Operating Officer, City of San Diego Stacey LoMedico, Assistant Chief Operating Officer Paz Gomez, Deputy Chief Operating Officer, Infrastructure Rolando Charvel, Chief Financial Officer Scott Clark, Interim City Comptroller Mara Elliott, City Attorney Michael Vogl, Deputy Director, Customer Support Division