20 

 

-

 

Integrated EUM framework into utility’s strategic planning process.  Produce quarterly EUM 
Performance reports by Attribute area.  Conducted self-assessment on all Ten Attributes with 
the Water Research Foundation by EUM Benchmarking Tool 

-

 

Established EUM Performance Improvement Leadership Team to evaluate EUM Tool 
performance gaps and develop strategies to address performance gaps and achieve desired 
targets. 

-

 

Established Water Talks and Lunch & Learn teaching/learning programs that provide a forum for 
informal discussion, networking, learning and problem solving 

-

 

Employee Appreciation program awards $20,000 annually to employees that go beyond their 
expectations and meet the highest standards of service. 

-

 

Implemented Injury Reduction program in 2006; injury hours have been reduced by 80% in last 
ten years. 

-

 

Implemented Employee Expectations program in 2014 to align employee performance to the 
utility’s core values, mission and vision.  The program has helped improved performance by 
communicating the importance of the utility’s long-terms goals and strategies of its continuous 
improvement program.  The program provides a dashboard of employee performance in the six 
core value areas. 

-

 

Implemented a Knowledge Management Strategy in 2009 to transfer knowledge from critical 
employees before they retire. 

-

 

Developed a sound financial plan that maintains strong reserves, maintains target coverage 
ratio, and ensures funding to meet infrastructure renewal and other revenue requirements 

-

 

Developed a performance-based budget and aligns the budget to performance measures and 
objectives which ensures adequate balance of revenues to expenditures and cash reserves. 

 

Performance Measures & Results 

Your Performance Measure(s) 

Your Results (quantitative or qualitative) 

Employee Pride in Workplace 

88% (63% strongly agree; 25% somewhat agree) 

Employee Satisfaction with Leadership 

75% (47% strongly agree; 28% somewhat agree) 

Employee Ability to Perform Job and Be Recognized 

80% (52% strongly agree; 28% somewhat agree) 

Employee Opinion on Positive Work Environment 

81% (45% strongly agree; 36% somewhat agree) 

Customers satisfied with the services they receive from 
the Water Authority overall 

93% (56% very satisfied; 37% somewhat satisfied) 

Customers satisfied with the reliability and availability of 
water 

97% (78% very satisfied; 19% somewhat satisfied) 

Customers satisfied with the reliability of the sanitary 
sewer system 

92% (70% very satisfied; 22% somewhat satisfied) 

Customers satisfied with the quality of the drinking 
water 

79% (46% very satisfied; 33% somewhat satisfied) 

Customers satisfied with effectiveness of the Water 
Authority to control odors from sewer lines or treatment 
facilities 

72% (46% very satisfied; 26% somewhat satisfied) 

 

Metric 

Description 

FY13 

FY14 

FY15 

Target 
Status 

Trend 

Training Hours 
per Employee 

Measures the quantity of formal 
training hours completed by total full 
time employees 

19 

17 

24 

Good 

Good