Improving the Effectiveness of the Engineering and Planning Functions of a Major Utility
Publication: Leadership and Management in Engineering
Volume 3, Issue 1
Abstract
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.
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Copyright © 2003 American Society of Civil Engineers.
History
Published online: Dec 13, 2002
Published in print: Jan 2003
ASCE Technical Topics:
- Benchmark
- Business management
- Client relationships
- Drainage
- Drainage systems
- Engineering fundamentals
- Infrastructure
- Irrigation engineering
- Lifeline systems
- Management methods
- Organizations
- Practice and Profession
- Professional services
- Systems engineering
- Urban and regional development
- Urban areas
- Utilities
- Water and water resources
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