Willy took a trip down memory lane with George Hawkins as they discussed the incredible turnaround at DC Water when Willy was Chairman of the Board and George was General Manager. Under their leadership, they took one of the most problematic public utilities in the country, The District of Columbia Water and Sewer Authority, and turned it into one of the most innovative, customer-driven, environmentally friendly utilities on earth.
George and Willy discussed why Willy picked George to lead the turnaround, the challenges they faced, the $4.2 billion they spent on infrastructure and environmental protection, and the customer focus and client satisfaction that George and his team achieved. It is a fascinating story of private sector innovation and strategy being implemented at a massive public utility that resulted in huge gains for the citizens of the Washington, DC Metro region.
Key Points In The Webcast:
00:00 Introduction
02:49 Early days in DC Water: The lead scare
07:48 What set George Hawkins apart as a leader?
13:12 DC Water: An overview
17:12 The importance of customer service
19:43 The past and present of DC Water
22:44 Having a board and becoming a member
25:08 Why educating consumers is a must
28:44 Leadership takes tougher skin
30:25 How a rate increase helped long-term financing
31:34 Listening to feedback and providing solutions
35:33 How do leaders garner respect?
37:58 The power of a uniform
40:55 The rebranding process of DC Water
44:54 The factors that shaped DC Water
46:36 The challenges of working in the field
48:38 Overcoming political hurdles
52:55 The digester proposal: an anecdote
58:19 How Willy and George convinced the board
01:02:44 Recognizing an incredible partnership
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