To: Honorable Mayor and Members of Town Council
From: Mark Marlowe, Director of Castle Rock Water
Title
Resolution Approving the Castle Rock Water Five-Year Strategic Plan (2019-2023)
Body
________________________________________________________________________________
Executive Summary
The purpose of this memorandum is to present to Town Council the Castle Rock Water Five-Year Strategic Plan (2019-2023) for approval and adoption by resolution (see 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 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: Support, engage and inspire our team
Strategy 3: Enhance customer satisfaction
Strategy 4: Maintain financial sustainability
Strategy 5: Optimize infrastructure performance
Strategy 6: Demonstrate industry leadership
The Vision and Mission of Castle Rock Water were developed several 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: Castle Rock Water 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 serve our growing community and complete our Legacy Water projects. Castle Rock’s Legacy Water projects are designed to secure our water future by focusing on renewable water solutions.
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 177 actionable tactics in support of 20 goals. The goals are as follows:
Strategy 1: Ensure long-term water
Goal #1: Secure water supplies to meet our customer water demands.
Goal #2: Fully utilize groundwater and renewable supplies.
Goal #3: Emphasize water efficiency to help reduce overall water demands.
Goal #4: Protect our water supply sources.
Goal #5: Develop strategic partnerships to support long-term water.
Strategy 2: Support, engage and inspire our team
Goal #1: Invest in our organization by recruiting and retaining competent, talented people.
Goal #2: Live Town values to ensure a healthy organization that will drive high performance.
Goal #3: Integrate health and safety into the daily functions of Castle Rock Water to
systematically eliminate the root causes of deficiencies, and to consistently and continuously
improve safety performance.
Strategy 3: Enhance customer satisfaction
Goal #1: Identify and respond to stakeholder needs, perceptions and expectations through effective communication.
Goal #2: Provide innovative and cost-effective approaches to exceptional customer service.
Goal #3: Increase the effectiveness of communication and education to our customers.
Strategy 4: Maintain financial sustainability
Goal #1: Strive to maintain sustainable rates and fees, and demonstrate fiscal responsibility,
accountability and transparency.
Goal #2: Operate on a cost-of-service basis and effectively manage expenditures and
revenues.
Strategy 5: Optimize infrastructure performance
Goal #1: Maintain and enhance infrastructure stability and performance to optimize life-cycle costs.
Goal #2: Develop and manage infrastructure to keep pace with growth.
Goal #3: Protect infrastructure through emergency preparedness, planning and response.
Strategy 6: Demonstrate industry leadership
Goal #1: Strive for continuous improvement throughout the organization through the application of the principles of Deming’s Quality Cycle (Plan, Do, Check, Act).
Goal #2: Deliver a high-quality product and service to our community.
Goal #3: Be a forward-thinking organization.
Goal #4: Be a recognized leader among our water utility peers.
History of Past Town Council, Boards and Commissions
Castle Rock Water presented key components of the proposed plan during a Council Work Session on February 19, 2019.
The draft Strategic Plan was presented to Castle Rock Water Commission on April 24, 2019. The commission unanimously recommended Council approval of the plan.
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 key performance indicators which will inform potential budget recommendations for upcoming budgets.
Staff Recommendation
Staff recommends approval of the Castle Rock Water Five-Year Strategic Plan (2019-2023).
Proposed Motion
I move to approve the Resolution as introduced by title.
Attachments
Attachment A: Resolution
Exhibit 1: Strategic Plan