Improving the Effectiveness of the Engineering and Planning Functions of a Major Utility

The productivity, organization, and customer relations of the Engineering Services Division of the Utilities Department of the city of Sacramento, California, were assessed through the use of benchmarking techniques, staff and customer surveys, and interviews. The Engineering Services Division provides planning and engineering services for the city’s water, wastewater, and drainage systems, as well as development review. Recommendations were jointly developed and implemented, resulting in organizational and procedural changes. These changes focused on the top-priority areas for improvement identified in the study. A follow-up study was made to determine the effect of the changes over a five-year period. It was found that improved customer and staff perceptions of the services were directly related to the changes implemented as a result of the earlier study.