STRATEGIC PLAN

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
• Implement chlorine conversion disinfection protocol for full-scale pilot program

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% local and reliable water supply portfolio
• Report on our ability to supply 100% local water with marginal capacity
• Initiate construction of new wells to provide 115% of demand

Objective D: Ensure emergency operations.

• Conduct regular testing of all backup power and communications systems
• Implement emergency power plan needs at Operations and Administrative facilitiesas recommended per Capital Improvement Program Renewal
• Maintain EOC equipment and facilities
• 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.

• Initiate construction of Chandler & Croddy Wells and Pipeline Project
• Complete and implement an Asset Management Plan
• Continue actively managing Pipeline Integrity Testing Program
• Initiate design of Capital Improvement Program Renewal Reservoir Rehabilitation Program
• Continue actively maintaining assets via preventative maintenance programs

Objective B: Efficiently manage our water system.

• Initiate design of Capital Improvement Program Renewal Distribution Program
• Fully employ Mesa Water’s Computerized Maintenance Management System(CMMS)
• Routinely evaluate operational energy and chemical consumption metrics
• Provide field support services to achieve efficient water audit goal
• Manage routine key performance metrics within 10% of five-year average daily production levels

Objective C: Manage Mesa Water’s information technology infrastructure assets to assure reliability.

• Implement Information Technology Capital Improvement Program Renewal Program
• Transition the Information Technology Data Center to a cloud-based data center services platform
• Develop and report on New Key Metrics for all areas of the District

Outcome 1

Perform infrastructure refurbishment and replacement.

Outcome 2

Fund and execute the three-year $70MM Capital Improvement Program Renewal Program.

Outcome 3

Train and fully use Mesa Water’s CMMS.

Outcome 4:

New Key Metrics.

Outcome 5:

Maintain efficient real water loss status (e.g. <5%).

Outcome 6:

Assets maintained to extend useful life.

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
• Report annually on status of OPEB and Pension Liability
• Produce a quarterly report on the status of the Certificates of Participation and the funds reimbursed for projects

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
• Explore Captive Insurance Possibilities
• Explore Additional Deferred Compensation Options

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
• Establish a Financial Emergency Plan

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
• Improve MesaWater.org Information Management processes

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
• Improve community awareness through community asset branding and customer

welcome kits

Objective C: Unify Mesa Water messaging and publications.

• Continue industry relations to promote awareness of District’s name and brand
• Strengthen Mesa Water’s communications by using consistent look and voice and updating style guide
• Provide Mesa Water Board and staff with updated strategic messages framework

Outcome 1

Create social media benchmark assessment and plan to grow engagement

Outcome 2

Implement new format for Water Issues Study Group/ambassador program.

Outcome 3

Finalize Crisis Communication Plan and conduct training.

Outcome 4:

Conduct community and industry meetings.

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
• Update Employee Rules and Regulations

Objective B: Build employee skills.

• Fully train a minimum of two employees in key processes to ensure accountability and sustainability
• Develop and implement an operational and institutional knowledge transfer plan
• Provide employee training

Objective C: Enhance employee relations.

• 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.

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.

• 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
• Document and implement an efficient new water service set up process

Objective C: Measure success.

• Continue to measure success to ensure Elite Customer Service Standards are met
• Survey customer satisfaction for walk-in and telephone service
• Conduct outreach to customers to inform them of our Water Wise House Calls Program

Objective D: Continuous improvement and reinforcement.

• Continue reinforcement system for customer service skills and behaviors through one-on-one coaching

Outcome 1

Answer telephone calls in less than 20 seconds (average).

Outcome 2

Conduct 75 Water Wise House calls each year.

Outcome 3

Ensure new account set ups occur within 24-hours of project completion.

Outcome 4

Achieve overall gold standard score on quarterly audit.

Outcome 5

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.