Mission: SCWA's priority is to provide customers with the highest quality drinking water that is constantly tested and surpasses all regulations.

• Goal 1: Treat all contaminants and any future emerging contaminants to the maximum contaminant level, maximum contaminant level goal or to non-detectable levels as appropriate.
• Goal 2: Develop and formalize a Cross-Departmental Water Quality Working Group by 2023 to research and develop new technologies.
• Goal 3: Reduce the number of customer water quality complaints 15% by 2030.
• Goal 4: Continue public outreach and educational efforts to improve customer knowledge of drinking water quality.
• Goal 5: Develop SCWA's "Laboratory of the Future".

Mission: SCWA's priority is to provide the highest standards of customer service.

• Goal 1: Enhance the customer experience.
• Goal 2: Achieve a customer satisfaction score that surpasses industry standards.
• Goal 3: Update all customer accounts to ensure accuracy of contact information and account type.
• Goal 4: Determine by 2028 the next generation of advanced meter reading technology and begin transitioning existing meters as they reach the end of their useful life.
• Goal 5: Provide customers with a higher level of transparency regarding system interruptions.
• Goal 6: Enroll 80% of customers in email and 40% in text notifications.
• Goal 7: Enroll 75% of residential customers in E-billing and 50% of residential customers in Autopay.
• Goal 8: Maintain billing accuracy per 10,000 bills of at least the industry standard of 99.89%.
• Goal 9: Develop customer assistance programs to assist in reducing delinquent accounts.

Mission: SCWA's priority is to make SCWA an employer of choice and enhance the workplace environment.

• Goal 1: Establish a Values and Culture Committee to define and promote our company culture.
• Goal 2: Reduce departmental isolation.
• Goal 3: Decrease voluntary resignations by 2% and increase qualified applicants by 5%.
• Goal 4: Improve employee development and increase employee promotion rate by 5%.
• Goal 5: Improve management & union relations.

Mission: SCWA's priority is to adopt strategies that promote financial sustainability while maintaining the lowest possible rates.

• Goal 1: Develop a self-sustaining financial model by having a debt-ratio of 35%, a debt-service ratio of 2.0 and maintaining a Triple AAA bond rating.
• Goal 2: Increase departmental accountability within the budgets.
• Goal 3: Improve finance and accounting information system processes through technological advancement and process remediation.
• Goal 4: Examine opportunities for non-consumption related revenue streams.

Mission: SCWA's priority is to increase the availability of public water to areas unserved by SCWA with a focus on areas with contaminated groundwater.

• Goal 1: Convert 2,500 residents from private wells to public water by 2030.
• Goal 2: Connect or operate 50 non-community and community supply systems by 2030.
• Goal 3: Apply for $10 million in grant funding for community connection projects annually.
• Goal 4: Establish "New Customer Connection Fund."
• Goal 5: Be prepared to assume operations of other water suppliers within Suffolk County if needed.

Mission: SCWA's priority is to build and maintain water infrastructure that meets the needs of our customers today, tomorrow and in the future.

• Goal 1: Fully inventory all lead infrastructure within our distribution system by 2024 and comply with future Lead & Copper Rule requirements.
• Goal 2: Inventory 100% of well field assets, distribution system assets and develop an Asset Management/Preventative Maintenance Program.
• Goal 3: Deploy new smart technologies.
• Goal 4: Meet rising demand without increasing stress to the shallow East End aquifer.

Mission: SCWA's priority is to mitigate against, prepare for, respond to and recover from threatened or actual natural disasters, acts of terrorism, or other intentional disasters.

• Goal 1: Develop an Emergency Response Plan within 25% of departments by 2023 and all departments by 2025.
• Goal 2: Provide emergency response training to all employees and meet FEMA standard for NIMS/ICS training with key personnel.
• Goal 3: Develop departmental emergency response budgets and allocate $3.5 million by 2030 for disaster response and recovery.
• Goal 4: Review annually security at all staffed facilities and 20% of all unstaffed facilities.
• Goal 5: Adopt proactive best practices to protect SCWA from cyber-threat.

Mission: SCWA's priority is to provide a continuously improving safety culture.

• Goal 1: Reduce incident rates to national average.
• Goal 2: Develop health and wellness programs and have 75% of employees engaging in health and wellness activities.

Mission: SCWA's priority is to embrace Diversity, Equity, Inclusion, Belonging and Justice in all aspects of SCWA's operations.

• Goal 1: Increase diversity of organization to match community we serve.
• Goal 2: Ensure a respectful workplace that fosters a sense of belonging across all levels of the organization.
• Goal 3: Encourage 75% of employees to voluntarily participate in a DEIBJ activity by 2030.
• Goal 4: Increase retention rate of women and employees of color to align with the company's overall rate.
• Goal 5: Increase outreach and education in underrepresented communities about the safety and high quality of the drinking water we provide.
• Goal 6: Ensure that capital expenditures and infrastructure investments are equitable across the SCWA service territory.
• Goal 7: Surpass the national goal of 25% Minority Business Enterprise and 7% Women Business Enterprise in the procurement and supplier process by 2030.

Mission: SCWA's priority is to incorporate sustainable business practices by limiting our impact on natural resources, primarily the aquifer.

• Goal 1: Reduce our fossil fuel consumption by 10%.
• Goal 2: Reduce our electric usage within all facilities by 3%.
• Goal 3: Reduce our waste output by 3%.
• Goal 4: Decrease water withdrawals per account during peak times.
• Goal 5: Reduce unaccounted for water loss percentage.
• Goal 6: Increase environmental conservation and outreach.
• Goal 7: Implement the 2023 Multi-Phase Water Conservation Plan.