Anaheim hires Blackline to review public-utilities customer service
City of Anaheim Department of Public Works and Public Utilities, California · Meeting date: October 13, 2026 · Published: October 14, 2026
Anaheim City Council has approved up to $120,940 for Blackline Consulting to examine customer-service operational efficiency at Anaheim Public Utilities. The one-year engagement includes an optional one-year extension.
Key points
- Blackline Consulting will receive up to $100,940, plus up to $20,000 in contingency-funded extra services.
- The study will assess customer-service operational efficiency and identify best practices for Anaheim Public Utilities.
- The agreement has an initial one-year term and may be extended by up to one year.
- Council approved the item as part of its October 13 consent calendar, with all consent items other than the transit-connector and emergency-plan items passing unanimously.
Full report
Anaheim City Council has commissioned Blackline Consulting to conduct a customer-service operational efficiency study for Anaheim Public Utilities, approving a contract worth up to $100,940 plus a contingency of up to $20,000 for as-needed additional services.
The October 13 approval gives the consultant an initial one-year term to assess customer-service operations and identify best practices. The agreement also allows a further one-year optional extension. The Acting Public Utilities General Manager, or designees, is authorised to execute and administer the agreement, including cost-neutral amendments and other implementing documents contemplated by the contract.
The review is a discrete operational initiative rather than a rate, capital-project or supply decision. Its stated scope is focused on customer-service efficiency and best-practice identification, with no further detail on specific service functions, performance targets or implementation measures provided at the meeting.
The council adopted the Blackline agreement through its consent calendar. Members separately removed and discussed the East-West Transit Connector advisory contract and the city’s updated Emergency Operations Plan, while the remaining consent items were approved on a 7-0 vote.
During council communications, members also marked Water Professionals Appreciation Week and credited Public Utilities staff with maintaining clean water and responding to infrastructure issues. Separately, the Mayor Pro Tem highlighted a utility-led lighting upgrade at a commercial centre, saying the team had replaced more than 100 lights, and promoted the department’s residential dusk-to-dawn lighting programme.
This summary was generated by AI based on the source document and may contain errors.
Source: City Council - Oct 13, 2026, City of Anaheim Department of Public Works and Public Utilities