Prior to joining the Business Operations team with the water billing department, I didn’t recognize how passionate and committed the staff were in Public Works & Utilities. I can remember being introduced to staff and learning about their length of service and it ranged from 10 – 40 years of service. I was in awe of their commitment and really saw how their passion to serve our community was reflected in how they performed their work. They were strong advocates for ensuring that all customers received the highest level of customer service. I can only imagine the agility, empathy and enhanced customer service they are having to show to customers who are currently experiencing loss. But I’m not surprised…because that is what they do. The last few weeks we have all had to adapt to a new way of doing things. We have all been challenged as public servants to think of innovative ways to meet the needs of those we serve. I have been intentionally reaching out to my old work team in the City of Wichita Public Works & Utilities to check on them as they work through these unprecedented times. Being an operation that is highly focused on customer service, I recognize the demands on them are great.
This team covers a lot of ground, serving approximately 147,000 customers, ranging in services, needs and questions; tempering frustrations of irate customers, and calculating accurate and timely bills; developing effective policies that create equity across the system; being creative in finding solutions to issues; managing an on-demand portal; and maintaining and enhancing a billing system. That is just a short lineup of what happens in one division of Public Works & Utilities. With diverse needs and expectations, staff must be agile problem solvers who are efficient and innovative. More importantly, they must be committed to serving with purpose. While leading the Business Operations Division, I was a strong advocate of customer service, process efficiency and being adaptive in our decision making and solutions, recognizing that technical solutions are only a piece of the puzzle.
I also had an opportunity to work with other leaders in Public Works & Utilities. I am confident the ideas of customer service, innovation and adaptability are threading through the fabric of the diverse divisions that make up this great department. In order to meet the ever-changing needs of our community, being adaptive actually had to be on the forefront of all solutions. Just think, Public Works & Utilities is responsible for a variety of services: water treatment, supplying water to our community, traffic, environmental health, fleet maintenance, sweeping streets, filling potholes, designing street improvements, storm drainage systems, neighborhood clean ups, snow removal, water billing, maintenance of infrastructure, reading water meters, and standing up incident command structures, just to name a “few.” Being adaptive is a necessity.
As we celebrate National Public Works Week (NPWW) I extend a hearty Thank You to my fellow colleagues who serve in Public Works & Utilities in Wichita and throughout the country! Thank you for allowing me the opportunity to serve with such an amazing work force. Thank you for being committed to meeting the needs of your community and for going the extra mile when you are called to lead. Thank you for your commitment, dedication, and compassion shown each day you serve.