The 10 Attributes - Intermountain Section AWWA

AWWA INTERMOUNTIAN SECTION LEADERSHIP FORUM
PROGRAM OF STUDY FOR

201
3
-
201
4


Overview

The Ten Attributes of an Effectively Managed Utility (EUM)

(Oct 17, 2013
)




2 to 3 hours session



Discuss forum outline



Introduction of Participants



Expectations of
Participants
–

class participation and presentations



This session will be held at Granger
-
Hunter Improvement District and begin at 11:00 AM. It
will also include lunch.





Session One


Utility Financial Management

(Financial Viability)

(Nov 12,

2013
)





The Budget Process



Capital Improvement Financing



Asset Management



Rate Making



Billing and Collections



This session
is tentatively scheduled to
be held at the Kearns Improvement Dis
trict office in Kearns.

The session will begin at 1:00 PM. As part of the session, Forum participants will also attend the
Kearns Improvement
District’s Board of Directors Budget Meeting in the evening. Dinner will be
provided.




Session
Two



Utility Ma
nagement & Leadership

(Employee and Leadership Development)

(Jan.

201
4
)









Overview



Management vs. Leadership



Human Resource Management



Generational issues



Team Building



Knowledge Management & Retention



This session
is tentatively scheduled to be
held at the Central Utah Water Conservancy District in
Orem

at 9:00 AM
.
Lunch will be provided.






Session Three


Legal & Regulatory Affairs

(Product Quality, Community S
ustainability and Stakeholder



Un
derstanding

and Support
)

(Feb 7

201
4
)





Contract Management



N
egotiations & Conflict Resolution



Current & Proposed State & Federal Regulations



This session will be held at the State Capitol and include attendance
at Legislative
Committee meeting
or General Legislative Session.

Lunch will be p
rovided.





Session Four



Customer Service/Information Systems

(Customer Satisfaction, Operational




Optimization, Resource Adequacy)

(Mar.
201
4
)







Creating a Customer Service Culture



E
-

Customer Service
-

Customer Service Via The
Internet



A Value Model for the Public Sector



Dealing With an Angry Public



Information Systems and Services



System and technology security



SCADA, instrumentation and control



Asset and maintenance management systems



Mobile and remote applications



This sessi
on will include the d
emonstration of an advanced SCADA System

and Treatment Plant tour
.
Lunch will be provided.



Session Five



Public Relations and Public Affairs

(Community Sustainability, Stakeholder Understanding



and Support)

(May

8,

201
4
)






Crisis, Conflict and Cooperation: Working with the Media



Public Involvement to get Stakeholder Support



Community Outreach



Youth Education



Crisis Management



This session will include the opportunity to p
articipate in a Water Week Event
. Lunch will be
provided.


Session Six



Operations and Maintenance/Engineering & Construction

(Product Quality, Operational
Optimization, Infrastructure Stability, Operational Resiliency)

(
Aug
.

20
1
4
)




Safety



S
ecurity



Facility O&M



Rehab vs. Replacement





Planning, Design and Construction



Design/Build



Quality Based Selection



This session will include a F
ield Trip to Water Project Construction Site
. Lunch will be provided.




The 10 Attributes:




Product Quality



Infrastructure Stabil
ity



Customer Satisfaction



Operational Optimization



Financial Viability



Operational Optimization



Resources Adequacy



Community Sustainability



Employee & Leadership Development



Stakeholder Understanding & Support