b'48 Place safety officers and coordinators at all WSSC Water facilities.HRO Medium Medium-Term 60 Focus on equity. Team H 2 O High UnderwayConsider a program to ensure safety compliance applies to49 vendors that conduct services on WSSC Waters behalf HRO High Medium-Term 61 Engage key stakeholders. IRO High Underway(i.e., contractors, agents).50 Evaluate the feasibility of mandatory annual HRO High Medium-Term 62 Consider designating exclusive account representative(s) Customer Service Medium Short-Termsafety training for appropriatepersonnel. to liaison with large commercial accounts.Utility 51 Conduct third-party assessment. GMO High Short-Term 63 Develop a strategy to modernize metering infrastructure. Services/CustomerHigh Short-TermService52 Implement a project stat process. GMO High Short-Term 64 Improve meter maintenance and replacement program. Utility Services High Short-Term53 Improve metering, billing, and collections policies. CustomerHigh Underway 65 Reduce workload on meter readers. Utility Services High UnderwayService/Finance54 Make improvements in customer service. CustomerHigh Underway 66 Reduce estimated bills. Utility Services High Short-TermService/HRO/GMO55 Engage and inform customers, employees and stakeholders. SLT/IRO/COMMS/High Short-Term 67 Address root causes of customer concerns. SLT High UnderwayCustomer Service56 Better educate customers on the value of water. COMMS/IRO High Short-Term 68 Improve collections efforts. CustomerHigh UnderwayService/Finance57 Better educate customers about CustomerHigh Short-Term 69 Realign organization. HRO/GMO High Underwayreasons for high bills, including leaks. Service/COMMS58 Improve communications and outreach with IRO/CustomerHigh Short-Term 70 Update and document procurement and contract administrationProcurement High Medium-Termexternal stakeholders and customers. Service/COMMS procedures.59 Improve communications throughout Team HO SLT High Underway 71 Establish formal process to identify the best procurement approach.Procurement/GCO High Medium-Term44 WSSC Water 2023 Transition Report WSSC Water 2023 Transition Report 45'