FY23-25 Business Plan_Raleigh Water

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.

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 Stakeholders: City Manager’s Office ; Communications; Customers; Employees; Information Technology; Office of Community Engagement; Vendors and Contractors ▪ Initiative 1.1 - Increase the effectiveness of information sharing activities with customers (FY22-25) ▪ Initiative 1.2 - Maintain an updated web presence for major capital projects (FY22-25) ▪ Initiative 1.3 - Proactively provide system work notifications to customers (FY22-24) ▪ Initiative 1.4 - Improve resolution time for customer requests (FY22-25) 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 Stakeholders: City Manag er’s Office ; Communications; Customers; Employees; Information Technology; Office of Community Engagement; Vendors and Contractors ▪ Initiative 2.1 - Assess and mitigate the risk private water systems have on the public system (FY22-24) ▪ Initiative 2.2 - Collaborate with Raleigh Water's GIS team to develop an editable Water Distribution Layer (FY22-24) ▪ Initiative 2.3 - Deploy Property Manager Resource Kits (FY22-23) ▪ Initiative 2.4 - Increase consistency of project management processes (FY22-24) ▪ Initiative 2.5 - Establish a Community Representatives Program with merger town partners (FY22-24)

Performance Measures

–

% of customer requests completed within 24 hours, by type % of planned Sewer Maintenance preventative work orders where customers were notified in advance using Everbridge notification software % 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 Number of Property Manager Resource Kits distributed Average abandoned rate

–

–

– –

–

–

–

Page 12 of 12