2030 Plan - Grand Strand Water and Sewer Authority

Short Term Strategies/Goals
• Increase and improve reliability, communication and responsiveness to internal
customers.
• Analyze current meter reading equipment and conduct pilot study for possible
upgrade in equipment.
• Assess the need for an affordability program and determine how it would be
structured, who would implement, etc.
• Increase customer service training/cross training among departments to enhance
customer service provided by all employees.
• Increase customer education of products and services through direct mailings,
personal contact, and external website.
• Modify and enhance the customer satisfaction and monthly new customer
surveys.
• Increase accuracy, timeliness, and thoroughness of work completed to increase
the quality of information provided.
• Establish appropriate measures and reports for analysis of customer data.
D. Employee Leadership/Development
Core Strategies
• Recruit and retain a competent and stable workforce with a team of long-term,
well-trained and loyal employees.
• Nurture a collaborative organization dedicated to continual learning and
improvement.
• Maintain an integrated and well-coordinated leadership team that has longevity
and experience, and that promotes mutual trust and positive working
relationships.
• Recruit a competent workforce by creating systematic hiring practices to ensure
hiring of the best possible employees and by providing competitive salaries and
benefits.
• Provide effective communication of direction and performance evaluation with
each employee. Evaluate the employee’s job position and compare the position
requirements to the employee’s skills, knowledge and abilities.
• Provide employees with the necessary skills to meet current and future job
demands by providing internal and external training, especially in leadership,
operations, financial, safety, and customer service.
• Review job descriptions and determine the core knowledge requirements for
positions.
Short Term Goals/Strategies
• Develop and implement an employee leadership development program.
• Conduct an employee training analysis to determine the training needs of the
organization.
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