Office of Performance and Accountability

Mission  

Our mission is to elevate performance across WSSC Water. Through data analysis, we gain insight, make informed decisions, and continuously improve by turning that insight into more efficient ways of working. Collaborating with experts across teams leads us to the best outcomes, and we hold ourselves accountable for achieving them.

Vision 

To be a water utility where data and continuous improvement guide our work, so we deliver sustainable, reliable service to all customers efficiently and effectively. 

What We Do

• Direct strategy by facilitating a development process that defines goals, prioritizes efforts and the allocation of resources, and aligns stakeholders and employees to translate strategy to actions that create the desired outcomes.  
• Lead enterprise risk management (ERM) by identifying, assessing, and monitoring risks that could affect strategic goals, and by working with departments to develop mitigation plans that protect reliable services.
• Work to improve processes and performance by determining and evaluating business processes, performing departmental reviews and subsequently implementing and measuring changes to improve efficiency and effectiveness in a collaborative manner.  
• Serve as internal consultants who advise and support teams in applying best practices, so they can improve how they work and deliver results.
• Provide implementation support for key initiatives by assisting, coordinating and fostering peer-to-peer accountability. 
• Lead regular data-driven STAT meetings to share accurate and up-to-date information, coordinate the development of tactics and strategies, rapidly deploy resources and relentlessly follow up for the collective benefit of all stakeholders in the process.
• Develop key performance indicators, benchmarks and service levels to help measure, track and facilitate progress.