Strategic Plan 2030

HomeAbout SCWAVision & MissionStrategic Plan 2030
Print Page |

Strategic Plan 2030 PDF

Prefer the full document? Download the complete Strategic Plan 2030.

Download Strategic Plan 2030 (PDF)

10 Priorities

Each accordion below includes the priority’s mission statement and the goals tied to that priority. (Tasks/strategies are intentionally not listed here to keep the page readable.)

Water Quality

SCWA’s priority is to provide customers with the highest quality drinking water that is constantly tested and surpasses all regulations.
Goals
  • 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.”

Customer Service

SCWA’s priority is to provide the highest standards of customer service.
Goals
  • 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.

Organizational Development & Culture

SCWA’s priority is to make SCWA an employer of choice and enhance the workplace environment.
Goals
  • 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.

Fiscal Management

SCWA’s priority is to adopt strategies that promote financial sustainability while maintaining the lowest possible rates.
Goals
  • 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.

Customer Expansion

SCWA’s priority is to increase the availability of public water to areas unserved by SCWA with a focus on areas with contaminated groundwater.
Goals
  • 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.

Water Infrastructure

SCWA’s priority is to build and maintain water infrastructure that meets the needs of our customers today, tomorrow and in the future.
Goals
  • 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.

Emergency Management

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.
Goals
  • 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.

Worker Safety

SCWA’s priority is to provide a continuously improving safety culture.
Goals
  • 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.

Diversity, Equity, Inclusion, Belonging & Justice

SCWA’s priority is to embrace Diversity, Equity, Inclusion, Belonging and Justice in all aspects of SCWA’s operations.
Goals
  • 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.

Sustainability

SCWA’s priority is to incorporate sustainable business practices by limiting our impact on natural resources, primarily the aquifer.
Goals
  • 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.