The City of Toronto Water Supply is responsible for the treatment, pumping, transmission and storage of potable water on a wholesale basis for Toronto, Ontario's approximately 2.4 million residents. Tightening resources, growing regulations and the threat of privatization demanded that Toronto Water Supply find a new approach to operations. A competitiveness assessment identified an opportunity to significantly reduce operations and maintenance expenditures. This opportunity was used to establish a five-year improvement plan and targets for Toronto Water Supply. The improvement program is based on four operational best work practices: total productive operations; program-driven work; unattended facilities; and workforce flexibility, and two enabling best work practices: technology as strategy; and organization as strategy. This paper describes Toronto Water Supply's improvement program and how it will dramatically increase productivity. Includes figures.