Paul Bender Consulting
Financial and Management Consulting for Municipal and Governmental Water, Wastewater, and Electric Utilities
Mr. Bender is a financial and management consultant with over 30 years of experience in executive utility leadership.
He has worked with international and U.S. municipalities and water,
wastewater, and electric utilities with development and implementation of
comprehensive financial, customer service and information technology
turnaround plans; developing and implementing strategic
financial plans and processes; short and longer-term (10-year) rate/tariff
structures and levels; and organizational restructuring.
Project management of customer service and IT ‘turnaround’ projects
Includes addressing the entire range of organizational operations, with an expertise in financial, customer service and IT operations, delivering ‘best in class’ performance levels.
Short and long term financial and rate tariff planning
Develop and implement short and long-term strategic financial plans,
including rates/tariffs that are realistic, achievable, and affordable.
Mr. Bender’s Clients
City of Cape Town, South Africa
Comprehensive short and long-term financial and tariff plan; development and implementation of customer service ‘turnaround’ program, including new Customer Service organization reporting to the Director; comprehensive meter replacement and AMR/AMI program; and activities required to achieve industry-leading customer service performance standards – 98% actual meter readings; 95% collections rate; and prompt responses to customer queries
- Actual Meter Readings 98% 98%
- Collections Rate 95% 95%
Botswana Water Utilities Corporation and Botswana Ministry of Minerals, Energy and Water Resources
Comprehensive, short and long-term financial sustainability and tariff studies for the national takeover of water and wastewater operations by a single para-statal water and wastewater provider. Ongoing annual tariff and operational improvement reviews.
City of Los Angeles, CA, Department of Water and Power (DWP)
Independent Court Monitor of a Settlement Agreement under a class action lawsuit v. DWP, to resolve significant billing and customer service issues emanating from a poorly implemented Oracle Customer Care & Billing system (CC&B).
Botswana Power Corporation and Botswana Ministry of Minerals, Energy, and Water Resources
Comprehensive Long-Term Financial Strategy, to ensure long-term financial sustainability, elimination of Government operating subsidies, and affordable tariffs.
City of Cleveland, Ohio
1) ‘turnaround’, organization-wide customer service improvement project for the City’s Water Division, under the direction of the Mayor, including implementation of 425,000 Automated Meter Reading (AMR/AMI) project;
2) implemented ‘financial turnaround plan’ for Cleveland Public Power Division with zero rate/tariff increases;
3) implemented long-term financial strategy for Cleveland Water Division to yield five years of zero rate increases, first time with no rate/tariff increases in over 20 years.