The Department of Water Services, part of the District of Columbia Water and Sewer Authority is responsible for the operation and maintenance of the linear potable water infrastructure in the District - including 1,350 miles of pipe, nearly 40,000 valves, 9,500 fire hydrants and over 130,000 service connections. The Department has approximately 200 full time employees, the majority of whom work in the field operating the system, conducting maintenance (preventive, corrective and emergency) and frequently interacting one-on-one with customers and a variety of other stakeholders. Several years ago, the Department management team began to take intentional steps towards improving the morale and organizational culture of the team. Recognizing an opportunity for self-improvement, members of the management team took it upon themselves to learn about and focus on improving their own leadership and teambuilding skills. In addition, deliberate steps were taken to build trust and invest in the team. It took time and effort to see returns in the form of changed perceptions and expectations but the results continue to pay dividends in both tangible and intangible ways.
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