City of Raleigh, Public Utilities Department: Strategic Plan
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WHAT is a Strategic Plan?
A Strategic Plan is developed to help define the future direction of an organization, creating a
road map for making resource allocation decisions that take us where we want to go. With
many challenges and limited resources, we make investment decisions for the utility every day.
The Strategic plan will help us decide how to optimize our investments in our people, work
processes and the tools needed to do the job of providing our customers with world class
service.
Strategic Planning has a long track record of success in
private industry, with every major and most minor
corporations implementing and constantly updating their
Strategic Plans. Large regional utilities have long recognized
the value of strategic planning efforts in optimizing service
delivery for utility customers.
To facilitate a national effort to improve the consistency of
planning in the water industry, the Environmental Protection
Agency (EPA), and a number of key industry organizations
1
developed the Effective Utility Management Principles
(
EUM)
2
,
a guidance document for the water and wastewater
industry.
The management team used this planning and guidance
document to identify and prioritize eight areas for
development or improvement. These eight areas, described below in alphabetical order,
encompass several major themes found with the EMU guidance document. These
development areas will serve as the focal areas for this Strategic Plan. More detail is found in
the HOW section on pages 25-32.
Eight Areas for Development
1.
Customer Service
1
The Association of Metropolitan Water Agencies (AMWA), American Public Works Association (APWA),
American Water Works Association (AWWA), National Association of Clean Water Agencies (NACWA), and
Water Environment Federation (WEF).
2
Environmental Protection Agency (EPA). ( June 2008). Manual for Effective Utility Management: A Primer for
Water and Wastewater Utilities. Retrieved from:
.
Figure 1: EPA’s Effective Utility
Water Management, EUWM.