Raleigh Utility Management System (RUMS)

Public Utilities Management System

Last updated May 01, 2018 - 10:57 am

The City of Raleigh Public Utilities has embarked on an endeavor to develop and implement a utility management system across the department known as RUMS. The RUMS is a systematic management framework for integrating environmental, quality and safety considerations into day-to-day operations and decision-making, for improving organizational performance over time.

Public Utilities Management Policy

To provide safe, sustainable water services for our customers while protecting public health and contributing to the economic, environmental and social vitality of our communities by:

  • Complying with all applicable laws and regulations
  • Seeking continual improvement in the programs of the utility
  • Fostering open communication with interested parties
  • Maintaining a safe work environment for employees
  • Utilizing quality management practices to deliver quality products and services and to protect the environment.

Desired Outcomes

The adoption of the RUMS is a strategic decision for the Public Utilities Department that can help improve overall performance and provide a sound basis for sustainable development initiatives.  The management system is intended to produce continual program improvement through the establishment of the following desired outcomes, consistent with the City of Raleigh Strategic Plan and the Public Utilities’ Multi-Year Business Plan:

  • Improve communications with internal and external interested parties
  • Continue to meet or exceed regulatory compliance
  • Produce and deliver quality products and services
  • Improve environmental stewardship
  • Provide a safe working environment for employees

Scope of the Management System

This management system applies to the operational and administrative functions of the divisions in the Public Utilities Department within the Raleigh service area including:

Administration - budget/finance, administrative services, safety, utility support and special programs

Capital Improvement Projects (CIP) - engineering and development review

Water Treatment - drinking water treatment

Resource Recovery - wastewater treatment

Utility Customer Care and Billing - customer billing and call center

Sewer Maintenance - wastewater collection and maintenance

Water Distribution - drinking water distribution and maintenance

Water Meters - meter services

Management System Objectives and Targets

An annual requirement of the RUMS is to develop objectives and targets that are designed to promote continual improvement and that are consistent with the City of Raleigh Strategic Plan and the Public Utilities’ Multi-Year Business Plan. Each division with Public Utilities is responsible for the development of divisional related objectives and targets. The most recent set of objectives and targets can be viewed by clicking the links below:



Utility Support

Capital Improvement Projects (CIP)

Water Treatment

Resource Recovery

Utility Customer Care and Billing

Sewer Maintenance

Water Distribution

Water Meters

Stakeholders are encouraged to review and or comment on the objectives and targets. Please submit comments and/or suggestions to Kenneth Waldroup, Assistant Public Utilities Director.

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