FY 24-26 Raleigh Water Business Plan

STAKEHOLDER UNDERSTANDING AND SUPPORT (SUS) Actively inform and involve customers and other stakeholders to promote an appreciation of the value and life cycle of water and the services provided by the Utility.

Performance Measures

Stakeholders: City Manager’s Office ; Communications; Customers; Employees; Information Technology; Office of Community Engagement; Vendors and Contractors Objective 1. Provide customers and other stakeholders timely information about the Utility and address their inquiries Strategic Alignment: Growth & Natural Resources; Organizational Excellence; Safe, Vibrant, & Healthy Community ▪ Initiative 1.1 - Increase the effectiveness of information sharing activities with customers (FY22-26) ▪ Initiative 1.2 - Improve resolution time for customer requests (FY22-26) Objective 2. Foster partnerships with stakeholders including government entities, professional associations, peer utilities, businesses, and contractors for improved customer relations and Utility operations Strategic Alignment: Growth & Natural Resources; Organizational Excellence

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% of customer requests completed within 24 hours, by type % of webpages for major capital projects that are updated on a quarterly basis Average resolution time, by call queue Average service call response time Number of Certificate of Compliance (COCs) applications processed Average abandoned rate

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▪ Initiative 2.1 - Increase consistency of project management processes (FY22-26)

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