Key Success Measures Matrix

Key Success Measures Matrix

Key Success Measures / Reporting
Frequency / Baseline Target / Intermediate Targets / Target / Competitive
Benchmark /

KSM

Accountability /
FY ‘05 / FY ‘06 / FY ‘07 / FY ‘08 /
Financial
Projected Net Revenue / Monthly / $3.8M / ³ 0 / ³ 0 / ³ 0 / N/A / Tom Traber
Customer Accounts / FTE / Quarterly / 303 / 288 / 274 / 260 / Peer Utilities / TBD
Operational
# Water Main Breaks and Leaks / Monthly / 1,726 / 1,650 / 1,600 / 1,500 / Peer Utilities / Rudy Chow
Average Hours of Service Outage per Incident / Monthly / <4 / <4 / <4 / TDB / Rudy Chow
# Sewer System Overflows / Monthly / 181 / 150 / 120 / 100 / Rudy Chow
# Basement Backups (Main Line & Service Line) / Monthly / 862 / 733 / 586 / 440 / Rudy Chow
Employees
# Individual Development Plans (IDPs) in place / Quarterly / 0 / All Managers (200) / All Employees (1,450) / All Employees / N/A / Yvonne McKinney
% IDP action items completed / Quarterly / 0% / 0% / 60% / 90% / N/A / Yvonne McKinney
Safety - # Incidents / Quarterly / - / - / 0 / TBD / Peer Utilities / Roscoe Wade
Safety - # Lost Work Days / Quarterly / - / - / 0 / TBD / Peer Utilities / Roscoe Wade
Culture Survey / Annually / N/A / 3.41 / 3.91 / 4.41 / N/A / Mike Staed
Customers
Customer Survey - Overall Satisfaction Index / Bi-Annually / 4.1 / - / 4.3 / TBD / Peer Utilities / Jim Neustadt
Moment of Truth Surveys / Monthly / N/A / Develop / Baseline / TBD / Peer Utilities / Joe Zorica
Stakeholders / Society
Baldridge Quality Points / Annually / Establish baseline / 3.16 / 3.56 / 4.06 / Baldridge / Mike Staed
M/WBE Actual Payment s (YTD) / N/A
Goods and Services / Monthly / 28% / 28% / 28% / TBD
Professional Services / Monthly / 20% / 20% / 20% / TBD / Juanita Waller
Architecture & Engineering Services / Monthly / 24% / 24% / 24% / TBD
Construction (voluntary) / Monthly / 20% / 20% / 20% / TBD

Revised October 25, 2006 Page 1 of 1