#28 - Public Works Operational Assessment

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national benchmarks for available data. Benchmarking and best practice information from industry-leading organizations1 will be utilized as appropriate. By way of example, one model that could be used is the Ten Attributes of Effectively Managed Water Sector Utilities, as presented in the Effective Utility Management (EUM) framework. The EUM framework is a set of organizational, operational, and management guidelines for utilities universally endorsed by major industry associations. Based upon this analysis, our team will create a current and recommended organizational structure that shows the positions and staffing required to accomplish the current and planned work and strategic goals of the City over the next five years, including specifics related to the type and number of staff positions necessary. W e will also identify how to transition the current structure to the new structure over the next several years while minimizing disruptions and taking advantage of factors like attrition. TASK 2 DELIVERABLES • Current and recommended organizational structure Task 3: Operational Efficiency Review Raftelis is an industry thought leader in driving organizational and operational efficiency within utilities. Our project team understands the regulatory and resource challenges municipal utilities face, and we have the operational and tactical expertise to help utilities achieve their operational performance and strategic goals. Using our industry expertise, our team will thoroughly review the operation of the City’s Public Works functions, including the full suite of services provided out of the department (streets, water, wastewater, stormwater, parks and trails, etc.), as well as other key functions currently performed by Public Works staff. We will provide the City with a clear understanding of current performance and recommendations for enhancing it that are backed by industry benchmarks. We will formulate recommendations that consider the utilities’ current resources with a goal to leverage existing resources to the maximum extent. We will collaborate with the City to evaluate and recommend enhancements to the utilities’ use and application of major utility software systems, such as Computerized Maintenance Management Systems (CMMS), and ensure that our review considers and incorporates industry standards and best practices for use of these types of systems. Our review of software systems will not stop at the operational application, it will reach into the cultural acceptance and use of preventative, predictive, and corrective maintenance programs. Modern infrastructure management organizations rely on both people and data to maintain systems, and our team has the specialized experience to ensure the utilities’ people and data work together to achieve efficiency, while simultaneously achieving desired service levels and strategic objectives. Our team will perform a review of customer service processes and practices. The processes and practices that govern an organization’s customer experience must be efficient, effective, and provide value for customers. Our project team has deep expertise in evaluating the utility customer experience and will bring a wealth of industry knowledge to bear as we work with the City to ensure customer service functions achieve their desired impact. Having completed interviews, data review, benchmarking, operational efficiency, and staffing level analysis, Raftelis will present its preliminary observations and recommendations to the City for review and discussion. Appropriate follow -up and revision will occur based upon the City’s feedback.