AWWA ACE93051

As reported in this paper, the Norwich Department of Public Utilities developed an effective management team, reorganized and cut the staff by twenty-five percent while reducing the use of contractors. Not discussed, but nonetheless important to the effort, was the creation of a vastly improved financial system (both budgeting and cost control) and the start up of a local community development program. The effort was launched because of a pending financial crisis. As the cash flow was improved, the importance of "customer focus" became evident. Unfortunately, some of the cost cutting efforts proved incompatible with improved customer relations. This paper reflects upon the successes achieved and the lessons learned in NDPU's journey to improved efficiency.