The Phoenix Approach to Public Water Utility Challenges

Jun 1, 2004

This article describes the challenges faced by the Phoenix, Arizona, water services department and what the city is doing to face those challenges. Challenges include customer service issues, new environmental regulations, cost cutting, and maintenance of low rates. Highlights a new multiskilled performance program and plan, which has altered the culture of the workforce, raised efficiency, and cut costs in department operations. Provides details on several reengineering efforts.

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