DELIVERING OUR PRIORITIES STRATEGIC PLANNING
ATLANTA
Columbus Water Works uses the strategic planning process as a management tool to help focus its efforts and energy on organizational performance goals. The Effective Utility Manage- ment (EUM) Initiative, launched in 2007, has been recognized by the collaborating utility organizations as the best way to promote sustainable water and wastewater systems.
The Initiative identified 10 attributes of effectively managed water sector utilities which describe desired outcomes that are applicable to all water and wastewater utilities. The attributes are: Product Quality, Employee and Leadership Development, Finan- cial Viability, Operational Resiliency, Water Resource Adequacy, Customer Satisfaction, Operational Optimization, Infrastructure Stability, Community Sustainability and Stakeholder Understand- ing and Support. These are the focuses of the six CWW strategy teams made up of diverse groups of employees. Customers and key stakeholders are also involved in the process, with periodic interviews being conducted to gain valuable input. The CWW also embraces the five keys to management suc- cess: Leadership, Strategic Business Planning, Organizational Approaches, Measurement and Continual Improvement from the EUM study, which creates a supportive climate for a utility as it works towards the outcomes outlined in the attributes.
RECOGNITION
Once again the Columbus Water Works has been recognized at the highest levels for its excellence and community involvement. Among the 25 honors in 2012 were: the National Association of Clean Water Agencies Excellence in Management Gold Award, one of only 12 in the nation, and two environmental awards from Keep Georgia Beautiful.
CUSTOMER SATISFACTION 875 850 825 800 775 1/12
Monthly Customer Satisfaction Score
2/12 3/12 4/12 5/12 6/12 Margin of Error ±25
7/12 8/12 9/12 10/12 11/12 CSI Target (825)
12/12
Cumulative Average Score
BIRMINGHAM CHARLESTON
CHATTANOOGA JACKSONVILLE TAMPA
NASHVILLE RALEIGH
CHARLOTTE MOBILE
GREENVILLE AUGUSTA
MONTGOMERY SAVANNAH MACON
PHENIX CITY
*HARRIS COUNTY COLUMBUS
*TALBOT COUNTY $ 0 $ $235.02 $177.43
$158.18 $153.66 $152.58 $151.47 $151.11
$143.49 $134.07
$108.33 $107.78
$99.16 $97.82
$87.50
62.73 $
$74.35 100
$76.98 $76.23
$ 200 MONTHLY WATER
& SEWER RATES PER 20 CCF
*water only $ 300 $ 400 RATE COMPARISON AS OF APRIL 2012 A DROPLET OF WISDOM
“CWW has a great reputation in the commu- nity due in no small measure to the partnership/ relationship with Oxbow Meadows Environmental Learning Center.” -Tim Mescon, President, Columbus State University
COMMUNITY INVOLVEMENT
Facilitating development of whitewater rafting on the Chattahoochee by improving debris removal from the water has been one of the focuses for CWW this year. Nets have been installed to catch trash that might otherwise enter the river. CWW is committed to help protect the river’s water quality and aesthetics to make the venue a success. Columbus Water Works continues its involvement in the community
by partnering with Richards Middle School, participating in the Help the Hooch litter pick-up campaign and donating to United Way. Employees held numerous fundraising events and with 100 percent employee participation in the 2012 cam- paign donated $69,645.89 to United Way.
$ 500
$415.92
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