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Columbus Water Works (CWW) is a combined water and wastewater utility serving morethan 186,000 residents in southwestern Georgia. CWW has a history of effectivelyplanning for its future, and has recently completed a comprehensive update of itsstrategic plan and facility master plans. Efforts tied to the strategic plan update haveincluded a number of important areas such as information technology, asset management,biosolids, and security improvements.A vital aspect was the use of the Scan-Plan-Do framework for strategic planningdeveloped as part of an American Water Works Association Research Foundation(AwwRF) project. The Scan Phase (information gathering) depicted by the frameworkinvolved obtaining up-to-date input from a wide range of sources including stakeholdersand customers. But rather than just rely on traditional surveys, CWW also wanted topursue direct contact with residential customers, commercial/industrial customers, anddevelopers as well as stakeholder decision makers and influencers active in thecommunity. The process of obtaining this input, as well as the results, is presented in this paper. Includes reference, figure.

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Edition: Vol. - No. Published: 02/01/2005 Number of Pages: 10File Size: 1 file , 230 KB