AWWA ACE54397

Two years ago, the City of Akron Public Utilities Bureau (APUB) began a Leading Change Program that has as its objectives to stabilize rates for residents, improve operating performance, and provide employees with a good place to work. To date, operating expenses have been reduced by $3 million, morale has improved, water rates have stabilized, and wastewater rates have declined. This paper discusses the nine principles that made up it's strategic plan, which include: assessing where the Bureau was and defining where it wanted to be; taking a systematic approach; establishing leadership throughout the Bureau; ensuring that all employees had an opportunity to participate in the process; partnering with the unions; the importance of communicating; testing all designs via pilot programs; setting goals and measuring results; and, becoming self-sufficient. Includes figure.