AWWA ACE68599

This powerpoint presentation begins by providing background information on the QualServe Program, a voluntary continuous improvement program designed specifically for water, wastewater and joint (water and wastewater) utilities. The two objectives of the program are very broad and include the following: to help individual utilities improve overall operations and enhance customer satisfaction; and, create a culture of continuous improvement among all water, wastewater and joint utilities throughout North America. The presentation presents new AwwaRF Research Project Objectives for the QualServe Evaluation that include the following: critically evaluate the existing QualServe Program; identify opportunities to enhance tools based on current standards of practice, improve utility awareness of and access to such tools, and overcome barriers to utility participation in self- assessment and self-improvement activities; and lastly, evaluate delivery mechanism of selected tools to make them more effective and more accessible for water utilities. The QualServe Readiness/ Orientation Tool is presented as an expansion/update to the original/existing program, and is a consensus of utility management perceptions. The previous self-assessment tool was updated for flexibility and current practices based on a survey that pointed out areas of individual respondents' experience/expertise. Includes tables, figures.