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NARRATIVE: In 2015, Tucson Water finalized its Strategic Plan, a living document intended to guide the 
Utility and align its management with its organizational goals.  Tucson Water's 2020 Strategic Plan 
recognizes organizational culture as a top priority for the entire utility.  To that end, the Plan was 
developed around a set of core values – behavioral and business, that represent the foundation of the 
decisions and activities of the Utility.  Employees from all divisions of the Utility, of all positions, worked 
together to agree on the below core values that embody the Utility’s culture. 
 
Behavioral Values 

 

 

 

 

      

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Integrity 

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Respect 

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Collaboration 

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Commitment 

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Responsibility 

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Leadership 

 
Business Values 
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Safe high-Quality Water 

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Reliable Water Supplies 

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Reliable Water Services 

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Exceptional Customer Service 

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Sound Planning 

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Appropriate Investment 

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Sound Financial Management 

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Protecting the Environment 

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Increasing Efficiency and Conservation 

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Transparency and Communication 

  
The Plan adheres to these clearly communicated core values that resonate with our employees and our 
community.  Building a positive organizational culture is an on-going initiative for Tucson Water.  The 
Utility understands that a successful organization is not the result of any one person, but the 
culmination of the efforts of every employee.  To foster this culture, Tucson Water provides continuous 
opportunities for professional development and training to all of its employees.  Additionally, divisions 
manage their own budgets for travel and training expenses, with which they can send employees to 
conferences, summits, and other professional venues.  Staff meetings are held regularly, and all 
employees have the chance to provide insight and input.  Employees are also offered the option to 
participate in a job-shadowing program to explore their other interests.  Supervisors are encouraged to 
recognize their employees for their hard work through an employee recognition and rewards program, 
and the Utility formally recognizes all employees at an annual celebration.  The core values extend 
beyond the development of an organizational culture, and seep into the community and the Utility’s 
water management strategies. 
 
It has never been more important for water utilities to make efficient and intelligent plans regarding 
future resources and infrastructure. In order to secure the public support and investment needed to 
advance those plans, a utility’s planning process must align with the values of the community it serves.  
Conservation and education outreach programs and integrated customer service processes strengthen 
the Utility’s reputation as a dependable service provider for current and future customers, and 
standards set in every aspect of operation provide accountability for the Utility to the community at 
large.  To ensure that the Utility is meeting the public’s expectations, as well as achieving its goals,