Proactive leadership that engages in both internal organizational and broader external 
community priorities  


Establishes a participatory, collaborative organization dedicated to continual learning, 
improvement, and innovation   


Workforce and leadership development program in place to assure recruitment, retention, and 
competency of utility staff relative to a Utility of the Future business model. Development 
program includes a leadership and management skills training program that provides both 
formal and informal leadership opportunities for employees  


Employee “in-reach” program established to share work experiences and ensure greater 
understanding of the utility’s key strategy relative to the Utility of the Future business model 


Innovation initiatives adopted that encourage risk-taking, and that are adequately funded and 

EUM-based continual improvement program in place 

Established Senior Leadership Team actively engaged in continuous improvement  initiatives  such as 
ISO 14001, 9001and NELAP/ISO 17025 

Utilizes the guiding principles of Honesty, Effort and Energy, Care and Knowledge as a foundation  
for how to plan, perform and evaluate the work that is done. 

Innovative partnership with UNCC developed an acoustic technology called Sewer Line Rapid 
Assessment Tool that  determines impairment  of sewer lines without going through  the costly and 
time  consuming inspection process utilizing more common technologies. 

Leveraging vacancies  as opportunities  for employee growth using temporary promotions, allowing 
employees to "sample" jobs outside of their traditional work. 

Merging operations and support groups to enhance overall performance and employee learning 

Providing instruction  and coaching to  employees  around  how  to  apply for  promotions,  prepare  
a resume, interview, and other skills need to advance their career. 

Holding facilitated  Leadership Team retreats periodically to strengthen relationships, reset priorities  
and focus efforts 

Employees participate  as mentors  and mentees in City-led mentoring  program  (Shared Leadership 
Learning program) designed to develop leadership skills and offer exposure to different perspectives 
and issues. 

Performance Measures & Results 


Meet all requirements of the Safe Drinking Water Act and Clean Water Act - Target 100% 
compliance - Result 99.9%.   Recipient of NACWA Platinum, Gold and Silver Awards for 
compliance.  Controlled and managed clean-up of a substantial illegal discharge of PCBs into the 
sanitary sewer system with no permit violations.