AWWA JTMGT64453

Over the past several years, wastewater and water utilities nation-wide have undertaken various improvement activities, such as strategic planning, the implementation of environmental management systems, ISO certifications and peer reviews. The Metropolitan Sewer District of Greater Cincinnati (MSD) has also dedicated itself to continually improving its operations, enhancing customer service to both ratepayers and stakeholders, and becoming more efficient. As a part of that process, MSD senior leaders have relied not only on the formulation of long-term strategy, but also on feedback from employees, customers and outside experts. This paper provides an overview of the work that has taken place so far, the hurdles that were overcome, and the unusual approach MSD is now taking to monitor and measure progress against its goals and objectives.