San Francisco Public Utilities Commission

SAN FRANCISCO, CA

SRT worked with San Francisco Public Utilities Commission staff to establish levels of service and a key metric reporting process for Wastewater Enterprise (WWE). The levels of service align with the Effective Utility Management 10 Attributes of an Effectively Managed Utility and reflect WWE’s commitments to ratepayers, employees, the broader community, and the resources it protects. We developed meaningful key performance indicators that provide robust quantitative data that measure WWE’s performance relative to its targets. SRT then established a process to collect, report, and track performance data on a quarterly basis. SRT collaborated with WWE staff to produce quarterly status reports and to compile, write, and produce the first three Annual Key Metrics Reports. The standards SRT created continue to guide WWE’s strategic and operational planning.

Drawing on our expertise with utility benchmarking and specific, situational knowledge about SFPUC, engaged deeply with WWE and SFPUC staff across organizational levels to tailor and streamline this process, creating relevant and valuable KPIs that feed into WWE’s long-term goals.