To: Members of the Castle Rock Water Commission
From: Mark Marlowe, P.E., Director of Castle Rock Water
Title
Introduction to the Five-Year Strategic Plan (2024-2028)
Town Council Agenda Date: December 5, 2023
Body
________________________________________________________________________________
Executive Summary
The purpose of this memorandum is to present to Town Council the Castle Rock Water Five-Year Strategic Plan (2024-2028) for approval and adoption by resolution (Attachment A). the strategic planning process allows Castle Rock Water to establish a vision for the future and develop planned, well-defined priorities and strategies to accomplish our goals.
This strategic plan (Exhibit 1) builds on the successes of the past while carrying Castle Rock Water forward. The specific strategies outlined in the plan include:
• Strategy 1: Ensure long-term water
• Strategy 2: Recruit, develop, empower, protect, and retain our team
• Strategy 3: Enhance customer satisfaction
• Strategy 4: Maintain financial sustainability
• Strategy 5: Continuously improve and optimize infrastructure
• Strategy 6: Demonstrate industry leadership
Th Vision and Mission of Castle Rock Water were developed many years ago and continue to be the cornerstones of this Strategic Plan, focusing on the customer, water quality, public health and overall sustainability. As Castle Rock continues to grow and change, this plan provides an overall roadmap to help the Castle Rock Water team continue to fulfill the Vision and Mission of the department and Town values.
Vision: We will be a national leader among water utilities, focused on customer satisfaction and delivering outstanding quality and value.
Mission: We provide our community with exceptional service that protects
public health and balances social, environmental and fiscal responsibilities in a sustainable manner.
Values: Clear, direct, honest communication is the essential vehicle by which the following values are demonstrated:
• We are accountable for behaviors, work products, successes, and failures.
• We are committed to integrity, honesty, and the highest standard of conduct and professionalism.
• We are adaptable and open to change.
• We work as a team toward common goals with a spirit of cooperation.
• We respect others. We listen to ideas and are considerate of time and priorities.
• We encourage creativity and innovation.
• We recognize and celebrate accomplishments.
• We support balance between our professional and personal lives.
• We practice responsible care for our resources, assets, and environment.
• We provide exceptional public service to internal and external customers.
Representatives from the various levels of our staff were involved in the development of this plan. This team worked diligently to develop a plan that will guide our priorities as we continue to improve the sustainability, reliability, quality and overall value of the fully integrated water services we provide. All of the water services we provide are interconnected, stormwater, wastewater and drinking water. This “one water” is the most important resource to ensure the long-term health and prosperity of our community.
Castle Rock Water will provide an annual update to the Council on the progress and changes to the Five-Year Strategic Plan.
Discussion
The plan provides 164 actionable tactics in support of 21 goals. The goals are as follows:
Strategy 1: Ensure long-term water
Goal #1: Secure new and diverse water sources
Goal #2: Manage and conserve the Town’s water
Goal #3: Protect our Watersheds
Strategy 2: Recruit, develop, empower, protect, and retain our team
Goal #1: Attract and recruit talented staff
Goal #2: Develop Staff
Goal #3: Empower Staff
Goal #4: Protect Staff
Goal #5: Retain Staff
Strategy 3: Enhance customer satisfaction
Goal #1: Customer Service for Internal Customers
Goal #2: Customer Service for Water Account Customers
Goal #3: Customer Service for Stakeholders
Strategy 4: Maintain financial sustainability
Goal #1: Strive to maintain sustainable rates and fees, and demonstrate fiscal
responsibility, accountability and transparency
Goal #2: Ensure adequate revenue sources to support operational costs and
capital for current and future needs
Goal #3: Operate on a cost-of-service basis and effectively manage expenditures
and encumbrances
Strategy 5: Continuously improve and optimize infrastructure
Goal #1: Improve Infrastructure Planning
Goal #2: Improve Infrastructure Design and Construction
Goal #3: Improve Treatment Services Infrastructure Operations and Maintenance
Goal #4: Improve Field Services Infrastructure Operations and Maintenance
Strategy 6: Demonstrate Industry Leadership
Goal #1: Measurable Improvement
Goal #2: Recognition by Industry Peers
Goal #3: Forward thinking organization
The plan also identifies the proposed timing to complete the various tactics and sets a staff member as the champion for each tactic. Key performance indicators (KPIs) are also tied to each of the strategies to allow for tracking of progress for each KPI.
Budget Impact
The plan, as it is implemented, will continue to result in annual reviews of levels of service, corresponding staffing levels, operational resources, capital priorities, management of assets, and KPIs which will inform potential budget recommendations for upcoming budgets.
Staff Recommendation
CRW staff recommends approval of the CRW Five-Year Strategic Plan (2024-2028).
Attachments
Attachment A: 2024-2028 CRW Strategic Plan