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Organization goal score
Goal 5
Be an Efficient and Effective Organization
To optimize the use of our resources through innovative technology, effective processes, and continuous improvement
The people of Pittsburgh expect PWSA to provide excellent value, spending the public’s money and using its resources efficiently and effectively to ensure they deliver high quality services. To meet these expectations, PWSA will increase its productivity and streamline its systems and processes. Ultimately, PWSA is focused on instituting better practices, implementing modern technologies, and using data to drive improvements to its performance. These changes will allow PWSA to continue to provide the high-quality and timely services its customers deserve.
Focus Areas
Implement enhanced work practices and standards
Increasing the efficiency and effectiveness of the organization starts with instilling a culture of continuous improvement. This will allow a critical look at existing operations, and the use of data to identify key areas for improvement, implement change, and measure success. Specifically, PWSA will:
  • Establish a Performance Improvement group to help instill and grow a culture of continuous improvement
  • Adopt technologies and reporting processes to seamlessly communicate progress in key performance areas
  • Use a combination of internal and external resources to address critical staffing needs

Invest in information technology systems and resources
PWSA’s goal is to enhance performance through the implementation of modern technology, which will support the work practices and standards described in Focus Area 1. To achieve this goal, PWSA will:
  • Implement robust IT systems that allow for increased levels of service and the elimination of paper-based recordkeeping. These systems include a computerized maintenance management system (CMMS), a Human Resources Information System (HRIS), and an updated Customer Information System (CIS)
  • Increase IT resources to support security, programming, database administration, and desktop support

Maintain financial integrity
PWSA’s goal is to consistently meet or exceed targeted financial metrics. It will do this while delivering clean, safe, and reliable service to customers at rates they can afford. To succeed, PWSA will:
  • Establish and maintain revenue sufficiency to meet increasing levels of operating and capital costs
  • Implement cost-justified rates that are consistent with industry best practices
  • Report the results of operations annually in a Comprehensive Annual Financial Report
  • Implement an affordability program to provide customer assistance

Informational finance measures
Ensuring success in the financial focus area will require PWSA to establish financial metrics that can be continuously monitored; implement proactive and cost-justified rate increases; enhance the billing process to reduce billing errors; develop an affordability program; and assess the program’s impact on system revenues.
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