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WSSCAnnualStrategicPerformanceReportFY2013 MessagefromtheGeneralManagerChiefExecutiveOfficerTheWashingtonSuburbanSanitaryCommissionWSSCisproudtopresentitsthirdAnnualStrategicPerformanceReportwhichhighlightsperformanceinkeyareasofthe2013fiscalyearFY.AswithpreviousreportsthisreportisdesignedtocommunicatetoourcustomersWSSCsyearlyprogressincludingoursuccessesandopportunitiesforimprovement.ThisFY2013AnnualPerformanceReportprovidesalookbackonourstrategicprioritiesandhowwehaveperformedinkeyareasoverthelastthreefiscalyears.WSSCremainscommittedtodeliveringhigh-qualityservicesnotonlyinourprovisionofwaterandwastewatertreatmentbutinourissuingofconstructionpermitsgaslineinspectionsourmonitoringofFatsOilsandGreaseFOGfromrestaurantsaswell.Wecontinuetoprovidetheseserviceswhileremainingsensitivetodeliveringtheservicesatthemostreasonableratespossible.WSSCwasonceagainabletoexceedourgoalsforrepairrehabilitationorreplacementofourcriticalinfrastructure.AndevenbetterwewereabletoachievetheseinfrastructureimprovementsdespiteamoredifficultwinterseasoninFY2013ascomparedtoFY2012.AlthoughwedidnotachieveallofourcustomerservicegoalsweexperiencedmarkedimprovementsinourCallCenteroperationscomparedtoFY2012.WehavegreatlyimprovedouruseoftechnologyinternallytoenableimprovedbusinessoperationsandexternallytoprovideeaseofaccesstoWSSCforallourcustomersandotherstakeholdersthroughouttheregion.WSSCiscommittedtobeingtheworldclassproviderofsafereliablewaterandwastewaterservicesthatprotectsthehealthsafetyandqualityoflifeforourcustomers.Tothatendourmonitoringofperformanceresultshelpsustobebetterstewardsofourresourcesbycontinuallyevaluatingthewaywedobusinessandprovidingeffectiveandefficientservicestoourcommunity.AllofourimprovementsandaccomplishmentsreflectthehardworkanddedicationofWSSCsgreatestassetouremployees.AtthecloseofFY2013WSSCsCommissionersre-evaluatedandrenewedWSSCsMissionVisionValuesandStrategicPriorities.Weremaincommittedtoprovidingsafeandreliablewaterlifesmostpreciousresourceandreturningcleanwatertoourenvironmentallinanethicalsustainableandfinanciallyresponsiblemanner.AndwewillusetheStrategicPrioritiesandthemetricstoensurethatwearemakingsatisfactoryprogress.Inthefiscalyearsaheadwewillcontinuetoreviewourbusinessobjectivespracticesandprocessestobuildacultureofinnovationoperationalexcellenceandsustainability.Whilewearecontinuingtomakegreatstridesinourprogresswehopethisreporthelpsyouunderstandmoreaboutourprioritiesandtheimprovementswearemakingtobetterserveyou.Asalwayswewelcomeyourfeedback.JerryN.JohnsonGeneralManagerCEOFINANCIALSTABILITYPracticesoundfinancialstewardshipthatensuresdeliveryofthebestqualitywaterandwastewatertreatmentservicestoourcustomersatareasonablecostwithaffordablerates.StrategiesInitiativesWeareintheprocessofimplementingrecommendationsoftheBi-CountyInfrastructureWorkingGroupwhichischargedwithdevelopingstrategiestofundinfrastructurerenewalinourservicearea.Wearecommittedtoreducingtheupwardtrajectoryofrateincreasesforourcustomersandthinkinginnovativelyaboutdrivingcostsoutofthebusinessbybuildingandstrengtheningfinancialstabilityincollaborationwithourstakeholders.WSSCmaintainedastrongfinancialpositionwithcreditratingagenciesprovidingourcustomerstheadvantagesoflow-costcapital.Weareproudthatwehavecontinuedtomakesignificantprogressinaddressingcustomerexpectations.FinancialManagementMaintainAAAbondrating.Improverevenueandexpenditureforecastingratios.InFY2013weagainmaintainedourAAABondRatingapositiveindicatorofWSSCsoverallfinancialhealththatalsoreducesthecostofborrowingforthe3.7billionCapitalImprovementPlan.InFY2013ouractualrevenueswere6lowerthanourprojectionshoweverouroverallexpenseswere12lowerthanprojected.FINANCIALSTABILITYFY11FY12FY13RESULTSPerformanceLegendPositivePerformanceMixedresultsImprovementNeededWSSCsOverallFY2013PerformanceSummaryShownbelowareoureightStrategicPrioritieswithanindicatorsummarizingoverallFY2013performance.ThroughoutthereportyouwillseeexamplesoftheperformanceobjectivesandoutcomeswhichweremeasuredinFY2013.Ourperformanceagainstindividualobjectivesandmeasuresvaried.Notallarepresentedinthisreport.InfrastructureFinancialStabilityWorkforceManagementProcurementCustomerServiceSecurityandSafetyCommunicationsEnvironmentalStewardship 0102030405060INFRASTRUCTUREPlanrenewandsustainourinfrastructuretomeetcustomerexpectationsthroughinnovativecost-effectivetechnologyandworldclassassetmanagementpractices.StrategiesInitiativesWSSCisanationalleaderinthedevelopmentandexecutionofitsAssetManagementstrategy.TheassetmanagementprocessesandtoolsdevelopedandimplementedduringthelastfiveyearsallowWSSCtomakebetterdecisionsbybalancingrequiredlevelsofservicecostsofserviceandacceptablelevelsofrisk.Wehavemadesignificantprogressinplanningforourassetsthroughthedevelopmentofassetmanagementplansindeterminingrenewalandrehabilitationrequirementsespeciallywaterandwastewaterburiedassetsandinexaminingmaintenancestrategiesneededtosustainourinfrastructure.Thisprogresshascontributedtoimprovementsinouroverallperformance.TheCommissionalsoapprovedtheWSSC20135-yearInformationTechnologyStrategicPlanacustomerfocusedroadmapinformedbyfreshbusinessdriventhinkingthatoutlinessolutionsfornear-andlong-termbusinessrequirements.WaterOperationsIncreasethenumberofwatermainmilesreconstructed.Reducethenumberofwatermainbreaksandleaksper100milesofpipeline.WastewaterOperationsIncreasethenumberofsewermilesreconstructedorrehabilitated.ReducethenumberofSewerSystemOverflowsSSOsper100milesofpipeline.Reducethenumberofbasementback-upsper100milesofpipeline.ITOperationsIncreaseITsystemreliability.WeexceededourFY2013targetof46milesby14completing52.34milesofwatermain.Therewere31.78watermainbreaksandleaksper100milesofpipelinebetterthantheFY2013goalofnomorethan36watermainbreaksandleaksper100milesofpipeby12.WeexceededourFY2013targetof53milesofsewerlinereconstructedorrehabilitatedby9completing57.61milesofsewer.Webetteredby12ourFY2013annualgoalofincurringnomorethan3.00SSOsper100milesofpipeline.Weexperienced2.65SSOsper100miles.WemissedourFY2013annualtargetof16BasementBackupsper100milesofpipelineby7.Therewere17.17backupsper100milesascomparedtothe16.81backupsinFY2012.InFY13theCommissionersapprovedthe5-YearITStrategicPlan.Wesuccessfullyembarkedonseveralinitiativesunderthisplanandensuredthetimelydeliveryofothersystemenhancements.OurITstrategicplanwillpaysignificantdividendsinenhancingoperationalefficiencysupportingourfinancialstabilityandimprovingcustomerserviceforbothratepayersandourinternalbusinessunits.INFRASTRUCTUREFY11FY12FY13RESULTSFY2011Completed44.2milesFY2012Completed59.59milesFY2013Completed52.34miles0102030405060WaterMainMileageReconstructedSewerMainReconstructedRehabilitatedMilesMilesFY2011Completed29.57milesFY2012Completed42.47milesFY2013Completed57.61milesTarget36milesTarget41milesTarget46milesTarget25milesTarget35milesTarget53miles COMMUNICATIONSANDSTAKEHOLDERRELATIONSHIPSProactivelycommunicateandmaintainstrategicpartnershipsandcommunityrelationshipswithkeystakeholdersandjurisdictionsinsupportofourmission.StrategiesInitiativesWecontinuedtoimproveourcommunicationsandcommunityoutreachstrategiesinFY2013withcustomersandkeystakeholders.ForthefirsttimeWSSCreleaseditsannualWaterQualityReportusinge-delivery.Wewereproudtobeamongoneofthefirstwaterutilitiestoutilizethismodeofcommunicationforthefederally-requiredreport.WeareincreasingouruseofsocialmediatoolssuchasFacebookTwitterandQRcodestoexpandcommunicationsandreachourcustomerswithimportantnewsfasterthanever.WecreatednewandimprovedwebapplicationstobetterservecustomersandusedradioadvertisingtosuccessfullyincreaseparticipationinourGoGreenprogram.ENVIRONMENTALSTEWARDSHIPPromotesafeandresponsiblestewardshipofourwaterairandlandusingefficientandeffectivebusinesspracticesandtechnology.StrategiesInitiativesInFY2013weimplementedlongtermmanagementstrategiestokeepourwatershedproperlymaintainedandsecure.Wecollaboratedwithasignificantnumberofstakeholdersonourwatershedproperty.TheCommissionadoptednewwatershedregulationswhichreflectedkeyfindingsofanindependentreportandaccommodatedreasonablerecreationaluseofthewatershedwhilemaintainingWSSCsprimaryobjectiveofprotectingsourcewaterqualityforourcustomers.Wearemovingforwardtoincreasetheuseofalternativeenergysourcessuchassolarpowerandanaerobicdigestionwhichwillhelpreduceourdependenceonfossilfuelgeneratedpowerandhelpusreduceourcarbonfootprint.InfactinFY2013wesourcedsolarpowercontractsthatwillreduceourcarbonfootprintandreduceenergycostsforWSSC.Thesesolarprojectswillcomeon-lineinFY2014.CommunicationsandStakeholderRelationshipsIncreaseeffectivenessofcommunicationswithcustomers.Increaseinvolvementandpartneringinourcommunity.InFY2013wecreatedtheHyLowebapplicationtogiverealtimeinformationtofirefightersenroutetoafireaboutanybrokenhydrantsinaneighborhood.WecontinuetorefineinteractivewebapplicationsServiceAlertsandInYourNeighborhood.RadioadspromotedthefinanciallyandenvironmentallybeneficialGoGreenbillingprogram.WeincreasedpartneringpromotingWSSCinvolvementinthecommunityandenvironmentaleducationbyconducting253outreacheventsinFY201311morethanour228eventsinFY2012.InFY2013weincreasedourcommunityoutreachbyofferingforthefirsttimeinmanyyearsSewerScienceTraintheTeacherclasseswhereweworkedwithteachersfrombothMontgomeryandPrinceGeorgescountiestoteachprinciplesofwastewatertreatment.COMMUNICATIONSANDSTAKEHOLDERRELATIONSHIPSFY11FY12FY13RESULTSConservationandRestorationMaintaincomplianceatourwastewatertreatmentplants.EnergyandNaturalResourceConservationIncreaseuseofalternativeenergysources.InFY2013wemaintained100compliancewithoureffluentdischargepermitsatallofourwastewatertreatmentplants.AllofourwastewatertreatmentplantsagainreceivedPlatinumorGoldPeakPerformanceAwardsforoutstandingcompliancerecordsandenvironmentaleffortduringcalendaryear2012.InFY201328.2ofourenergyusagewasfromwind-shortofourtargetof33.Howeverthisrepresentsanimprovementof3.5fromFY2012andtranslatesintoabout29407metrictonsofCO2reductionswhichaccordingtotheUSEPAisequivalenttoremovingapproximately6126passengervehiclesfromtheroadforoneyear.ENVIRONMENTALSTEWARDSHIPFY11FY12FY13RESULTSwww.wsscwater.com CUSTOMERSERVICEEnsurecustomerconfidencethroughthedeliveryoftimelyhigh-qualityproductsandservicestointernalandexternalcustomers.StrategiesInitiativesWeareproudofthehighqualityofourwaterandouremployeeswhoworkonthefrontlinestodeliverwatertreatwastewaterandmaintainandrepairourinfrastructure.Wecontinuetomeetorexceedourfederalandstatedrinkingwaterrequirements.Westayabreastofleadingtechnologiesforgeneratingthesafestwaterinareliablemannerandarecommittedtoexcellenceinourservicedelivery.OntheCustomerCallCenterfrontwearenotwherewewanttobebutwecontinuetomakesteadyprogressinrespondingtoourcustomers.Inresponsetocustomerdemandweextendedourservicehoursandouragentsareequippedtohandlecustomercontactthroughphonefaxandemail.Ouroveralllevelofcontactwithcustomershasincreased.Thisincreasedlevelincludesrespondingtomorethan2000newaccounts.Whilenotsatisfiedwithourtotalprogressourincrementalimprovementsincustomerserviceremainveryencouraging.FY2011Calls10.91FY2012Calls15.7FY2013Calls8.4FY2011onHold3.36minFY2012onHold5.4minFY2013onHold2.8minAbandonedCallRateWaitTimeinCallCenterPercentMinutesCUSTOMERSERVICEFY11FY12FY13RESULTSCustomerRelationsandSatisfactionMaintainhighqualitydrinkingwaterstandards.ImprovetheabandonedcallrateinourCallCentercallersthatdisconnectbeforespeakingwithacustomerserviceagentinourCallCenter.ImproveourcustomerswaittimeinQueueinourCallCenter.ImproveourcustomerswaittimeintheBillPayQueueinourCallCenter.InFY2013ourwaterfiltrationplantsmetorexceededfederalandstateSafeDrinkingWaterActrequirements100ofthetime.InFY2013ourmonthlyaverageabandonedcallratewas8.4exceedingourgoalof5nearlyhalvingtheratefromthepreviousyear15.7.InFY2013thelengthoftimeacallerwasonholdbeforespeakingtoarepresentativeaveraged2.8minutesbetterthanourgoalof3minutes.Thisisanimprovementof2.6minutesfromourFY2012performance.InFY2013ourwaittimeinourCallCenterBillPayQueueaveraged22seconds.Thisperformancewas63betterthanourgoalof60secondsandisanimprovementoverFY2012by52.03691215012345Target5Target5Target5Target3minTarget3minTarget3minWORKFORCEMANAGEMENTSustainahigh-performingworkplacethatattractsandretainsdiverseflexibleandknowledgeableemployeesfocusedonserviceexcellence.StrategiesInitiativesTherearemanybenefitstoworkingatWSSCincludingbeingamongsomeofthemosttalentedanddiverseprofessionalsintheregion.Wecontinuetoaddressthechallengeofrecruitingnewtalentinatimelymanner.Subsequentlyweveimprovedthelookandfeelofouronlinecareercentermakingsearchingandrespondingtojobvacanciesmoreefficientanduser-friendly.WealsolaunchedaWSSCLeadershipDevelopmentProgramtoequipourleadersandmanagerswithtraininganddevelopmentopportunities.Theprogramisdesignedtoincreaseourabilitytoexecuteourstrategicprioritiesandtoimproveemployeeengagement.InFY2014wewillexecutespecificnewstrategiestoimproveourhiringcycletimeandfurtherenhanceourworkplaceengagement.OurPeopleandOurWorkplaceImproveWSSChiringcycletime.InFY2013theaveragetimetorecruitandhirenewtalentwas75workdays.Thisaveragecycletimeof75workdayswas67longerthanourtargeted45workdaysatargetthatis25morerigorousthanthe60daytargetofcomparableorganizations.WORKFORCEMANAGEMENTFY11FY12FY13RESULTS PROCUREMENTEnsureoperationalefficiencyandreliableservicetocustomersandallstakeholdersthroughtransparentequitableandresponsibleprocurementpracticeswhichenhancethecommunityweserve.StrategiesInitiativesSupplieroutreachadvocacycomplianceandsupplierdevelopmentremainascorestrategiesforthesuccessoftheSLMBEProgram.WhilepaymentsalagindicatortoourSLMBEsuppliersdecreasedourawardsaleadindicatorsuggestthatwewilllikelyseeimprovedpaymentsinFY2014.WeareinitiatingacompletetransformationofourorganizationssupplychaindesignedtodrivedownWSSCscostsofdoingbusiness.InFY2013theProcurementOfficecontinuedtoimplementanumberofstepsintheformationofaSupplyChainManagementInitiativeinpreparationforamajortransformationoftheCommissionssupplychain.TheCommissionadoptedacomprehensivesetofnewprocurementregulationsandsubsequentlynewprocurementbusinesspoliciesandprocedures.PROCUREMENTFY11FY12FY13RESULTSProcurementandSLMBEImproveMinorityBusinessEnterpriseMBEPaymentsPercentage.ImproveMinorityBusinessEnterpriseMBEAwardsPercentage.Improveprocurementprocesscycletimeandenhanceprocurementpractices.IncreasenewregistrantsinWSSCsCentralizedBiddersRegistrationSystemCBR.IncreasenewMinorityBusinessEnterpriseSLMBEregistrants.InFY2013theCommissionspent92.1million20intotalcontractpaymentswithMBEfirmsascomparedto102.3million28inFY2012.TheFY2013levelofspendingwas10.2millionlessthanFY2012.InFY2013theCommissionawarded57millionmoretoMBEsthaninFY2012whichamountedto186.3million25toMBEfirmsasopposedto129million18inFY2012.WSSCstotalcontractawarddollarsof746.3millionincreasedincomparisontothe703milliontotalcontractawarddollarsforFY2012.InFY2013afterimplementingtheWSSCProcurementRegulationswebegananoverallplantoenhancethevalueofoursupplychainprocessesandcontinuedcontractmanagementtraining.WeconductedfourteeneducationoutreachsessionsforsuppliersincludingourHowtoDoBusinessWithWSSCevents.InFY2013weexceededourtargetof336newregistrantsintheCentralizedBiddersRegistrationCBRSystemby742or221.InFY2013wemissedourtargetof200newSLMBEregistrantsby18or9.SECURITYANDSAFETYProtectourpeopleourbusinessandourcommunitythroughproactiveplanningemergencypreparednessandutilizationofeffectiveriskmanagement.StrategiesInitiativesInFY2013webeganourcommission-wideVulnerabilityAssessmentVAtomakesureweareprotectingourfacilitiesanddistributionsystemfromnaturalorman-madedisasters.Inadditiontothewidenumberofsafetytrainingsweofferwecontinuetomakedrivertrainingandeducationacriticalcomponentofoursafetyprograminordertodecreasepreventablevehicularaccidentswhichnegativelyimpactemployeehealthandsafety.Wecontinueourtrainingeffortsdesignedtoreducetheincidenceofinjuriestoemployeesmostofwhicharetheresultofslipstripsorfalls.Inanefforttobetterserveourcommunitywearedevelopingaregionalizedapproachforaddressingcriticalwateremergenciesincollaborationwithpartneringagenciesandjurisdictions.EmployeeandPublicSafetyImproveemployeehealthandsafety.Employeepreventableaccidentsincreasedfrom118inFY2012to123inFY2013anincreaseof4.Ofthe123accidents50areconsideredOSHAreportable.WSSCisconsistentlybelowthenationalaverageforthewaterandwastewaterindustry.ThisFY2012datawasrevisedto118from112inFY2013.SECURITYANDSAFETYFY11FY12FY13RESULTSMBESpendingFY2011TotalWSSCSpend249.2millionMBESpend66.9millionor27FY2012TotalWSSCSpend365.7millionMBESpend102.3millionor28FY2013TotalWSSCSpend465.1millionMBESpend92.1millionor2014501SweitzerLaneLaurelMaryland20707