Mesa Water District is dedicated to satisfying our community’s water needs. Mesa Water’s strategic planning process is designed to provide clarity, direction, and focus for its water service and to ensure the agency is working toward a common goal.

 

Mission Statement

“Dedicated to satisfying our community’s water needs”

Vision

To Be a Top Performing Public Water Agency

Strategic Goals

  1. Provide a safe, abundant, and reliable water supply.
  2. Practice perpetual infrastructure renewal and improvement.
  3. Be financially responsible and transparent.
  4. Increase public awareness about Mesa Water and about water.
  5. Attract and retain skilled employees.
  6. Provide outstanding customer service.
  7. Actively participate in regional and statewide water issues.

Strategic Goals

Provide a safe, abundant, and reliable water supply

Strategic Goal #1 - Water Supply & Reliability

Objective A: Continue to meet and surpass water quality standards.

  • Meet and surpass primary water quality standards
  • Meet and surpass secondary water quality standards
  • Perform required water quality tests annually
  • Implement chlorine conversion disinfection protocol for full-scale pilot program

Objective B: Maintain and protect a high quality water supply.

  • Efficiently maintain backflow, cross-connection, and recycled water programs to protect the water system from contamination

Objective C: Continue to ensure a reliable and abundant supply of water.

  • Provide a 100% local and reliable water supply portfolio
  • Report on our ability to supply 100% local water with marginal capacity
  • Initiate construction of new wells to provide 115% of demand

Objective D: Ensure emergency operations.

  • Conduct regular testing of all backup power and communications systems
  • Implement emergency power plan needs at Operations and Administrative facilitiesas recommended per Capital Improvement Program Renewal
  • Maintain EOC equipment and facilities
  • Participate in Regional Emergency Response exercises

Outcome 1

Meet all water quality standards - in both health and aesthetics.

Outcome 2

Drought-proof local water supply in all conditions.

Outcome 3

Maintain the ability to serve 100 percent imported water supply.

Practice perpetual infrastructure renewal and improvement

Strategic Goal #2 - Water Infrastructure

Objective A: Manage water infrastructure assets to assure reliability.

  • Initiate construction of Chandler & Croddy Wells and Pipeline Project
  • Complete and implement an Asset Management Plan
  • Continue actively managing Pipeline Integrity Testing Program
  • Initiate design of Capital Improvement Program Renewal Reservoir Rehabilitation Program
  • Continue actively maintaining assets via preventative maintenance programs

Objective B: Efficiently manage our water system.

  • Initiate design of Capital Improvement Program Renewal Distribution Program
  • Fully employ Mesa Water’s Computerized Maintenance Management System(CMMS)
  • Routinely evaluate operational energy and chemical consumption metrics
  • Provide field support services to achieve efficient water audit goal
  • Manage routine key performance metrics within 10% of five-year average daily production levels

Objective C: Manage Mesa Water’s information technology infrastructure assets to assure reliability.

  • Implement Information Technology Capital Improvement Program Renewal Program
  • Transition the Information Technology Data Center to a cloud-based data center services platform
  • Develop and report on New Key Metrics for all areas of the District

Outcome 1

Perform infrastructure refurbishment and replacement.

Outcome 2

Fund and execute the three-year $70MM Capital Improvement Program Renewal Program.

Outcome 3

Train and fully use Mesa Water’s CMMS.

Outcome 4:

New Key Metrics.

Outcome 5:

Maintain efficient real water loss status (e.g. <5%).

Outcome 6:

Assets maintained to extend useful life.

Be financially responsible and transparent

Strategic Goal #3 - Financial Responsibility 

Objective A: Maintain AAA financial goals and meet the appropriate designated fund level goals.

  • Report quarterly on AAA goals and designated funds
  • Report annually on status of OPEB and Pension Liability
  • Produce a quarterly report on the status of the Certificates of Participation and the funds reimbursed for projects

Objective B: Maintain competitive rates and efficiency in per capita expenditures.

  • Evaluate true cost of water to the customer compared to benchmark agencies
  • Administer investment portfolio consistent with policies
  • Support rates that are fair, understandable, and prudent for the District’s financial stability and sustainability as a perpetual agency

Objective C: Fund the Board’s and District’s priorities.

  • Prepare a balanced budget that funds Board and District priorities
  • Produce timely and accurate financial reports including Comprehensive Annual
  • Financial Report and State Controller's Report
  • Prepare quarterly financial reports and accurately projected year end results
  • Conduct accurate and timely monthly close accounting
  • Explore Captive Insurance Possibilities
  • Explore Additional Deferred Compensation Options

Objective D: Encompass Financial Responsibility and Transparency.

  • Provide key financial documents on the website
  • Provide Board and staff total compensation, salary, and benefits structure on the website
  • Provide Board meeting agendas, meeting packets, and meeting minutes on the website
  • Prohibit evergreen contracts
  • Establish a Financial Emergency Plan

Outcome 1

Meet Board’s annual targets for cash on hand and days cash ratio.

Outcome 2

Maintain debt service ratio.

Outcome 3

Comprehensive organizational transparency.

Increase public awareness about Mesa Water and about water

Strategic Goal #4 - Water Awareness

Objective A: Enhance Mesa Water’s visibility and positive recognition.

  • Facilitate accolades/awards for and from Mesa Water
  • Improve Mesa Water’s news bureau and social media
  • Improve MesaWater.org Information Management processes

Objective B: Increase awareness of Mesa Water and of water among key audiences.

  • Manage Mesa Water’s community relations campaign
  • Operate Mesa Water’s water education and ambassador programs
  • Improve community awareness through community asset branding and customer

welcome kits

Objective C: Unify Mesa Water messaging and publications.

  • Continue industry relations to promote awareness of District’s name and brand
  • Strengthen Mesa Water’s communications by using consistent look and voice and updating style guide
  • Provide Mesa Water Board and staff with updated strategic messages framework

Outcome 1

Create social media benchmark assessment and plan to grow engagement

Outcome 2

Implement new format for Water Issues Study Group/ambassador program.

Outcome 3

Finalize Crisis Communication Plan and conduct training.

Outcome 4:

Conduct community and industry meetings.

Attract and retain skilled employees

Strategic Goal #5 - Human Resources

Objective A: Attract and retain a qualified, skilled, and capable workforce.

  • Prepare Annual Employee Turnover Report
  • Update Employee Rules and Regulations

Objective B: Build employee skills.

  • Fully train a minimum of two employees in key processes to ensure accountability and sustainability
  • Develop and implement an operational and institutional knowledge transfer plan
  • Provide employee training

Objective C: Enhance employee relations.

  • Implement Human Resources information system

Objective D: Provide annual safety program audit.

Outcome 1

Fully staffed organization.

Outcome 2

Minimize turnover.

Outcome 3

Provide quarterly training report.

Provide outstanding customer service

Strategic Goal #6 - Customer Service

Objective A: Provide outstanding internal and external customer service in a timely, courteous, and effective manner.

  • Encourage and support colleagues and help others find solutions to problems
  • Speak professionally with a positive tone of voice
  • Resolve issue on first point of contact

Objective B: Enhance the customer experience.

  • Listen carefully to understand the real need of the customer
  • Be empathetic to the customer’s situation
  • Respond to all requests promptly and, when information isn’t immediately available, provide a timeframe for the resolution
  • Document and implement an efficient new water service set up process

Objective C: Measure success.

  • Continue to measure success to ensure Elite Customer Service Standards are met
  • Survey customer satisfaction for walk-in and telephone service
  • Conduct outreach to customers to inform them of our Water Wise House Calls Program

Objective D: Continuous improvement and reinforcement.

  • Continue reinforcement system for customer service skills and behaviors through one-on-one coaching

Outcome 1

Answer telephone calls in less than 20 seconds (average).

Outcome 2

Conduct 75 Water Wise House calls each year.

Outcome 3

Ensure new account set ups occur within 24-hours of project completion.

Outcome 4

Achieve overall gold standard score on quarterly audit.

Outcome 5

Recognize and celebrate the good work of employees.

Actively participate in regional water issues and statewide water issues

Strategic Goal #7 - Actively participate in regional and statewide water issues

Objective A: Actively engage in regional and statewide water issues.

  • Attend OCWD and MWDOC meetings and engage in regional water issues
  • Update the Board’s policy positions and legislative platforms for statewide issues that impact Mesa Water

Objective B: Facilitate Board and staff participation in water, governance, utility, community and environmental organizations.

  • Support current Board and staff participation in organizations such as LAFCO,OCWA, ACWA, CMUA, WACO, ACWA/JPIA, CalDesal, SAWPA, and Groundwater Producers; proactively seek opportunities for additional participation
  • Support Board and staff participation in non-governmental associations, as appropriate
  • Continue legislative and regulatory affairs, and governmental relations, to promote
    awareness of Mesa Water

Objective C: Accomplish the Board’s Policy Priorities.

  • Develop the Board’s local and regional water policy priorities
  • Work to achieve the Board’s local and regional water policy priorities

Outcome 1

2020 Legislative Platforms and Policy Positions.

Outcome 2

Positively influence and be a leader of water issues important to Mesa Water.

Outcome 3

Increase awareness of Mesa Water in the water industry and community.