Abstract
This article begins by providing a brief overview of the Detroit Water and Sewerage Department (DWSD). DWSD's five step plan for long‐term sustainability is presented, which DWSD developed in answer to a nearly 50% reduction in workforce due to retirements over the past 10 years. The five steps are: define the strategic direction and key business objectives; develop customer‐driven performance measures; collect and communicate performance measurements; identify requisite knowledge and skills; and, bridge the gap in current and future knowledge and skills.
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