In 2016, an efficiency study of the Department of Public Utilities was conducted by Matrix Consulting Group. The study included service level evaluation, review of organizational structure, staffing and productivity; an assessment of administrative procedures and customer service; an evaluation of performance measures; as well as other elements of operations.
The study methodology included in-person interviews, field observations and collection of extensive data. In addition, a stakeholder committee comprised of labor, management and elected officials was formed to review the project deliverables as they were prepared by Matrix. The stakeholder committee met four times during the course of the project.
Based on the information collected and Matrix’s experience in evaluating operations in other agencies or “industry standards” from research organizations, 36 recommendations were identified to improve operational efficiency in the Water and Sewer Operations Efficiency Study. Utilizing the recommendations provided by Matrix in the Water and Sewer Operations Efficiency Study, Staff developed the Water and Sewer Operations Efficiency Study Implementation Plan which was reviewed and revised based on input from the Stakeholder Committee.
For more information about the Water and Sewer Operations Efficiency Study, please contact the Department of Public Utilities Engineering Department at 815-724-4230.