City of Tallahassee goes “Sterling” with it’s focus on Results Florida Benchmarking Conference Presented by the City of Tallahassee Your Own Utilities Joe Cheatham Wastewater Operations Manager Andrew Platt Manager - Water & Sewer Development Review and Inspection April 22, 2016

Outline Who We Are What is Sterling Why Sterling? Leadership Initiatives Sterling Application Key Results & Lessons Learned

125+ Years of Service ProvidedOver 382 Filled Positions Over 274,000 Service Points 3,700 Miles of Mains and Drains$150,000,000 Operating Budget $39,283,000 Capital Budget

Gas Wastewater Water Stormwater

Performance excellence assessment Listening to the voice of the customers Employee engagement instead of satisfaction Leadership development Learn from other high performing companies Want to be a role model utility

A framework that an organization can followA framework that an organization can follow to set up an effective EMS to: Improve resource efficiency, Reduce waste, Drive down costs Published in 1992 by thePublished in 1992 by the British Standards Institution Adopted in 1996 by theAdopted in 1996 by the International Organization of Standardization 1 st WW Treatment Plant in Florida to earn1 st WW Treatment Plant in Florida to earn EMS certification.

PAN D

PLAN DO CHECK ACT

Steering Committee & EMS Policy Aspects & Impacts Objectives & Targets Competency & Training Operational Controls Steering Committee & EMS Policy Aspects & Impacts Objectives & Targets Competency & Training Operational Controls Monitoring & Measuring Corrective and Preventative (PCANs, DMAIC), Management Review

Leadership Sets Path to Excellence

Leadership: Learning From GSA Winners CREDO - Customer FocusedCREDO - Customer Focused Employee PromiseEmployee Promise

Senior Leaders: Committed to the Community

Leadership: Engaging Our Customers

Who you are What you do (Key Products and Services) Identifies your segmented customer groups Organizational Profile Sterling Overview

Why you do it? How you do it? (Key Process Results) Organizational Profile Leadership Category 1 Strategic Planning Category 2 Customer Focus Category 3 Measurement, Analysis, and Knowledge Management Category 4 Workforce Focus Category 5 Operations Focus Category 6 Sterling Overview

Organizational Profile Leadership Category 1 Strategic Planning Category 2 Customer Focus Category 3 Measurement, Analysis, and Knowledge Management Category 4 Workforce Focus Category 5 Operations Focus Category 6 Sterling Overview Are achieving success? PROVE IT!! Results Category 7

Measuring Success… Why is it Important? If you are not Measuring and seeing Results then how do you know that what you are doing is Working?

Results Category 7 Operations Focus Category 6 Workforce Focus Category 5 Measurement, Analysis, and Knowledge Management Category 4 Customer Focus Category 3 Strategic Planning Category 2 Leadership Category 1 Organizational Profile Category 7: How is it Linked? Organization Chart Governor’s Sterling Award Application

Results Category 7 Operations Focus Category 6 Workforce Focus Category 5 Measurement, Analysis, and Knowledge Management Category 4 Customer Focus Category 3 Strategic Planning Category 2 Leadership Category 1 Organizational Profile Category 7: How is it Linked? Organization Chart Governor’s Sterling Award Application

Category 7: How is it Linked? Results Category 7 Operations Focus Category 6 Workforce Focus Category 5 Measurement, Analysis, and Knowledge Management Category 4 Customer Focus Category 3 Strategic Planning Category 2 Leadership Category 1 Organizational Profile Organization Chart

How is the Data Shown?

GOOD

How Do You Tell the Story?

How Do We Compare?

7.1 Products and Processes

How Do We Compare? 7.5 Financial and Market

Projections Lagging Indicators are hard Uncertainty with Economic Environment Regulations Reorganizations

Lessons Learned Sterling Feedback Opportunities for Improvement - Continue the JourneySterling Feedback Opportunities for Improvement - Continue the Journey Innovative Risk TakingInnovative Risk Taking Effective Utility Management (EUM) Prescriptive OpportunitiesEffective Utility Management (EUM) Prescriptive Opportunities Focus Benchmarking on Role Model AgenciesFocus Benchmarking on Role Model Agencies

What Path will you Take?

Questions? Thank you!

Steering Committee & EMS Policy Aspects & Impacts Objectives & Targets Competency & Training Operational Controls Steering Committee & EMS Policy Aspects & Impacts Objectives & Targets Competency & Training Operational Controls Monitoring & Measuring Corrective and Preventative (PCANs, DMAIC), Management Review

Why you do it? How you do it? (Key Process Results) Organizational Profile Leadership Category 1 Strategic Planning Category 2 Customer Focus Category 3 Measurement, Analysis, and Knowledge Management Category 4 Workforce Focus Category 5 Operations Focus Category 6 Sterling Overview

Are achieving success? PROVE IT!! Organizational Profile Leadership Category 1 Strategic Planning Category 2 Customer Focus Category 3 Measurement, Analysis, and Knowledge Management Category 4 Workforce Focus Category 5 Operations Focus Category 6 Results Category 7 Sterling Overview

Organizational Profile Leadership Category 1 Strategic Planning Category 2 Customer Focus Category 3 Measurement, Analysis, and Knowledge Management Category 4 Workforce Focus Category 5 Operations Focus Category 6 Sterling Overview Are achieving success? PROVE IT!! Results Category 7