Dedicated to Satisfying Our Community’s Water Needs
Our Vision:
To Be a Top Performing Public Water Agency
Strategic Goals:
Provide a safe, abundant, and reliable water supply
Strategic Goal #1 - Water Supply & Reliability
Objective A: Continue to meet and surpass water quality standards.
- Meet and surpass primary water quality standards
- Meet and surpass secondary water quality standards
- Perform required water quality tests annually
- Analyze free chlorine conversion study and implement recommendations
Objective B: Maintain and protect a high quality water supply.
- Efficiently maintain backflow, cross-connection, and recycled water programs to protect the water system from contamination
Objective C: Continue to ensure a reliable and abundant supply of water.
- Provide a 100 percent local and reliable water supply portfolio
- Report on our ability to supply 100 percent local water with marginal capacity
- Complete design of 2 new wells to provide 115% of demand
Objective D: Ensure emergency operations.
- Conduct regular testing of all backup power and communications systems
- Evaluate, identify, and implement emergency power plan needs at Operations and Administrative facilities
- Upgrade Emergency Operations Center equipment and facilities as needed
- Participate in Regional Emergency Response exercises
- Outcome 1:
Meet all water quality standards - in both health and aesthetics.
- Outcome 2:
Drought-proof local water supply in all conditions.
- Outcome 3:
Maintain the ability to serve 100 percent imported water supply.
Practice perpetual infrastructure renewal and improvement
Strategic Goal #2 - Water Infrastructure
Objective A: Manage water infrastructure assets to assure reliability.
- Complete Well Rehabilitation and Automation Construction Project
- Complete and implement an Asset Management Plan
- Continue actively managing Pipeline Integrity Testing Program
- Solicit construction bids for OC-44 Pipeline Rehabilitation Project in FY 2020 Construction
- Solicit construction bids for new wells and pipeline project in FY 2020
Objective B: Efficiently manage our water system.
- Develop efficient operational protocols for production distribution and water quality systems, ongoing updates to existing and new
- Fully utilize Mesa Water’s Computerized Maintenance Management System (CMMS) and complete asset update and PM’s for new equipment
- Routinely evaluate operational energy and chemical consumption metrics upon completion of Well Automation Project
Objective C: Manage Mesa Water’s information technology infrastructure assets to assure reliability.
- Implement Business Process Evaluation
- Implement Information Technology Master Plan
- Outcome 1:
Orderly infrastructure refurbishment and replacement.
- Outcome 2:
Fund and implement the 5-year Capital Improvement and Replacement Plan for each fiscal year.
- Outcome 3:
Train and fully use Mesa Water’s Computerized Maintenance Management System.
- Outcome 4:
Implement Business Process Evaluation recommendations.
- Outcome 5:
Achieve world class water loss status.
- Outcome 6:
Develop and monitor operational energy and chemical tracking tool in Mesa Water’s CMMS.
- Outcome 7:
Develop standard operating procedures for operations work.
Be financially responsible and transparent
Strategic Goal #3 - Financial Responsibility
Objective A: Maintain AAA financial goals and meet the appropriate designated fund level goals.
- Report quarterly on AAA goals and designated funds
Objective B: Maintain competitive rates and efficiency in per capita expenditures.
- Evaluate true cost of water to the customer compared to benchmark agencies
- Administer investment portfolio consistent with policies
- Support rates that are fair, understandable, and prudent for the District’s financial stability and sustainability as a perpetual agency
Objective C: Fund the Board’s and District’s priorities.
- Prepare a balanced budget that funds Board and District priorities
- Produce timely and accurate financial reports including Comprehensive Annual Financial Report and State Controller’s Report
- Prepare quarterly financial reports and accurately projected year end results
- Conduct accurate and timely monthly close accounting
Objective D: Encompass Financial Responsibility and Transparency.
- Provide key financial documents on the website
- Provide Board and staff total compensation, salary, and benefits structure on the website
- Provide Board meeting agendas, meeting packets, and meeting minutes on the website
- Prohibit evergreen contracts
- Develop and operate fraud hotline
- Outcome 1:
Meet Board’s annual targets for cash on hand and days cash ratio.
- Outcome 2:
Maintain debt service ratio.
- Outcome 3:
Comprehensive organizational transparency.
Increase public awareness about Mesa Water and about water
Strategic Goal #4 - Water Awareness
Objective A: Enhance Mesa Water’s visibility and positive recognition.
- Facilitate accolades/awards for and from Mesa Water
- Improve Mesa Water’s news bureau and social media
- Establish MesaWater.org analytics
Objective B: Increase awareness of Mesa Water and of water among key audiences.
- Manage Mesa Water’s community relations campaign
- Operate Mesa Water’s water education and ambassador programs
- Leverage MWRF for outreach opportunities
- Conduct customer survey
Objective C: Unify Mesa Water messaging and publications.
- Strengthen Mesa Water’s communications consistency by using one look, one voice
- Provide Mesa Water Board and staff with key messages and information
- Outcome 1:
Create social media plan to grow and measure engagement.
- Outcome 2:
Customer survey results.
- Outcome 3:
Finalize style guide.
Attract and retain skilled employees
Strategic Goal #5 - Human Resources
Objective A: Attract and retain a qualified, skilled, and capable workforce.
- Prepare Annual Employee Turnover Report
Objective B: Foster a highly engaged workforce.
- Develop District-wide performance indicators and performance audit
- Provide employee benefits that demonstrate a strong commitment for employee well-being
- Provide employee training
Objective C: Enhance employee relations.
- Survey and report on employee events
- Implement Human Resources information system
Objective D: Provide annual safety program audit.
- Outcome 1:
Fully staffed organization.
- Outcome 2:
Minimize turnover.
- Outcome 3:
Provide quarterly training report.
- Outcome 4:
Recognize and reward high performance.
Provide outstanding customer service
Strategic Goal #6 - Customer Service
Objective A: Provide outstanding internal and external customer service in a timely, courteous, and effective manner.
- Encourage and support colleagues and help others find solutions to problems
- Speak professionally with a positive tone of voice
- Resolve issue on first point of contact
Objective B: Enhance the customer experience.
- Update and implement customer service standards
- Listen carefully to understand the real need of the customer
- Be empathetic to the customer’s situation
- Respond to all requests promptly and, when information isn’t immediately available, provide a timeframe for the resolution
Objective C: Measure success.
- Establish and implement measures of success that ensure continuous improvement
- Survey customer satisfaction for walk-in and telephone service
Objective D: Continuous improvement and reinforcement.
- Implement reinforcement system for customer service skills and behaviors
- Use feedback from customers and the internal organization for continuous process improvement
- Outcome 1:
Answer telephone calls in less than 10 seconds (average).
- Outcome 2:
Smile and greet customers and colleagues in a warm and friendly manner.
- Outcome 3:
Train staff on both universal and function specific standards.
- Outcome 4:
Implement monthly metrics report.
- Outcome 5:
All staff participates in annual customer service training.
- Outcome 6:
Recognize and celebrate the good work of employees.
Actively participate in regional water issues and statewide water issues
Strategic Goal #7 - Actively participate in regional and statewide water issues
Objective A: Actively engage in regional and statewide water issues.
- Attend OCWD and MWDOC meetings and engage in regional water issues
- Update the Board’s policy positions and legislative platforms for statewide issues that impact Mesa Water
Objective B: Facilitate Board and staff participation in water, governance, utility, community and environmental organizations.
- Support current Board and staff participation in organizations such as LAFCO, OCWA, ACWA, CMUA, WACO, ACWA/JPIA, CalDesal, SAWPA, and Groundwater Producers; proactively seek opportunities for additional participation
- Support Board and staff participation in non-governmental associations, as appropriate
- Continue legislative and regulatory affairs, and governmental relations, to promote awareness of Mesa Water
Objective C: Accomplish the Board’s Policy Priorities.
- Develop the Board’s local and regional water policy priorities
- Work to achieve the Board’s local and regional water policy priorities
- Outcome 1:
2020 Legislative Platforms and Policy Positions.
- Outcome 2:
Positively influence and be a leader of water issues important to Mesa Water.
- Outcome 3:
Increase awareness of Mesa Water in the water industry and community.