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7/2
9/2
02
01
Stra
teg
ies
for im
pro
vin
g
op
era
tion
al e
fficie
nc
y
Joh
n W
. No
rton
, Jr., Ph
D., P
E
Directo
r –E
nerg
y, Resea
rch, a
nd
Inn
ova
tion
, GLW
A
Tw
o p
rima
ry s
trate
gie
s
•In
tern
al in
no
va
tion
pro
gra
m
–e
ng
ag
es a
nd
en
ha
nce
s em
plo
ye
e cre
ativ
ity
•E
xte
rna
l tech
no
log
y scre
en
ing
an
d tria
ling
pro
gra
m
–e
va
lua
te a
nd
scree
n te
chn
olo
gie
s to m
ee
t GL
WA
an
d m
em
be
r pa
rtne
r ne
ed
s
12
7/2
9/2
02
02
GL
WA
–W
ate
r an
d w
as
tew
ate
r trea
tme
nt
Wa
ter
Sy
ste
m•
Pro
vid
es n
ea
rly 4
0%
of M
ichig
an
’s
po
pu
latio
n w
ith d
rink
ing
wa
ter
•V
ast w
ate
r sup
ply
syste
m co
nsistin
g o
f:
–3
inta
ke
facilitie
s
–5
wa
ter tre
atm
en
t pla
nts
–1
9 b
oo
ster p
um
pin
g sta
tion
s
–3
2 w
ate
r stora
ge
rese
rvo
irs
Se
we
r S
yste
m•
Pro
vid
es se
we
r serv
ices to
ne
arly
30
% o
f Mich
iga
n
•S
ing
le site
wa
stew
ate
r trea
tme
nt p
lan
t•
3 m
ajo
r Inte
rcep
tors
•5
pu
mp
statio
ns
•8
CS
O fa
cilities, in
clud
ing
5 re
ten
tion
trea
tme
nt b
asin
s
an
d 3
flow
-thro
ug
h ty
pe
facilitie
s
•C
on
ve
ya
nce
syste
m w
ith 1
81
mile
s of tru
nk
sew
ers
an
d in
terce
pto
rs
3
Re
gio
na
l Se
rvic
e A
rea
Se
we
r Sys
tem
Wh
ole
sale
sew
er p
rov
ide
r to 7
6 co
mm
un
ities sp
an
nin
g a
serv
ice a
rea
of m
ore
tha
n 9
88
squ
are
mile
s
Wa
ter S
ys
tem
Wh
ole
sale
wa
ter se
rvice
s pro
vid
er to
12
7 co
mm
un
ities
spa
nn
ing
a se
rvice
are
a o
f mo
re th
an
1,0
69
squ
are
mile
s
4
34
7/2
9/2
02
03
Ca
utio
na
ry n
ote
an
d fin
e p
rint
•W
e a
re a
lrea
dy
do
ing
a b
un
ch (b
ut n
ot a
ll) of
wh
at y
ou
are
ab
ou
t to se
e…
•T
he
ov
era
ll pro
gra
m h
as n
ot y
et b
ee
n
ap
pro
ve
d
–It w
ill cha
ng
e
–W
e a
re ch
arg
ing
ah
ea
d a
ny
wa
y w
itho
ut a
co
mp
lete
pla
n
•T
ha
t is all I w
an
ted
to sa
y w
ith th
is slide
Inte
rna
l inn
ov
atio
n p
rog
ram
56
7/2
9/2
02
04
Driv
ers
for a
n in
no
va
tion
pro
gra
m
•G
LW
A T
ea
m m
em
be
rs–
Em
plo
ye
e e
ng
ag
em
en
t
–Im
pro
ve
efficie
ncie
s, red
uce
risks,
imp
rov
e re
silien
cy
•M
em
be
r pa
rtne
rs–
Imp
rov
e u
nd
ersta
nd
ing
an
d
colla
bo
ratio
n
–P
rov
ide
reso
urce
s/su
pp
ort
•V
en
do
rs–
Imp
rov
e e
fficien
cy o
f ev
alu
atio
ns
–R
ed
uce
staff “tim
e sin
ks”
•O
ve
rall
–C
en
tralize
d re
po
sitory
for e
va
lua
ting
, tra
ckin
g, fe
ed
ba
ck o
f asse
ssme
nt e
fforts
–M
ech
an
ism fo
r rev
iew
, fea
sibility
a
ssessm
en
t, an
d tria
ls.
Stru
cture
d in
no
vatio
n
pro
cess
Oth
er
utilitie
s
Ve
nd
ors
Tea
m
me
mb
er
ide
as
Ov
era
ll pro
ce
ss
flow
ch
art
Ide
a cre
atio
n
•Id
ea
sub
missio
n
•E
no
ug
h
structu
re to
e
valu
ate
•W
he
re d
oe
s the
id
ea
fit with
in
GLW
A?
Eva
lua
tion
an
d
asse
ssme
nt
•In
itial scre
en
ing
•W
ho
sho
uld
e
valu
ate
?
•D
eta
iled
e
valu
atio
n
•D
ata
ga
the
ring
a
nd
eva
lua
tion
•Tra
ckin
g a
nd
re
cord
ing
Fe
ed
ba
ck a
nd
ne
xt ste
ps•
Fe
ed
ba
ck to
the
o
rigin
ato
r
•B
usin
ess ca
se
for fu
rthe
r in
vestig
atio
n
78
7/2
9/2
02
05
As
pe
cts
of in
no
va
tive
ide
as
ba
se
d o
n s
ou
rce
•In
tern
al te
am
me
mb
ers
–S
ligh
tly m
ore
info
rma
l ap
pro
ach
–M
ultip
le y
ea
rs of se
ein
g/
wo
rkin
g in
a sy
stem
•E
xte
rna
l me
mb
er p
artn
ers
–S
ligh
tly m
ore
form
al id
ea
-ga
the
ring
pro
cess
–U
sing
a th
ird-p
arty
con
sulta
nt to
cura
te p
rod
ucts a
nd
le
ad
me
mb
er “T
ech
no
log
y A
ssessm
en
t Gro
up
” sem
ina
rs
•T
hird
pa
rty v
en
do
rs an
d se
rvice
pro
vid
ers
–A
ll GL
WA
tea
m m
em
be
rs can
dire
ct req
ue
sts ou
r wa
y
–V
en
do
rs req
uire
d to
fill ou
t a b
rief fo
rm d
escrib
ing
the
ir p
rod
uct, a
ssum
ptio
ns m
ad
e, a
nd
the
prim
ary
use
Stru
ctu
red
ap
pro
ac
h fo
r as
se
ss
ing
ide
as
•Id
ea
crea
tion
: Tra
ck th
e p
rog
ressio
n
•E
va
lua
tion
: Fe
ed
ba
ck to
ide
a in
itiato
r
•N
ex
t step
s: Re
cord
in d
ata
ba
se fo
r futu
re u
se
Ide
a
crea
tion
•Tra
ckin
g is critica
l to m
ake
sure
pro
ject is n
ot “lo
st”
Eva
lua
tion
•Fe
ed
ba
ck is critica
l. Qu
ickest w
ay
to d
am
ag
e
em
plo
yee
mo
rale
is to th
row
the
ide
a in
to a
bla
ck b
ox
Ne
xt step
s•
Clo
se, d
efe
r, or p
roce
ed
. Ad
d to
d
ata
ba
se fo
r sub
seq
ue
nt e
fforts
910
7/2
9/2
02
06
Th
e IT
stru
ctu
re –
for in
tern
al u
se
•D
ed
icate
d p
ag
e,lin
ke
d to
ou
r ma
in
Sh
are
po
int site
•S
ub
missio
ns lin
k
•L
ink
s to
–T
ech
no
log
y d
ata
ba
se
–P
rev
iou
s sub
missio
ns
–In
form
atio
n re
sou
rces
De
dica
ted
In
no
vatio
n p
ag
e
Su
bm
ission
fo
rm
Tech
no
log
y ro
ad
ma
p
Da
tab
ase
of
pre
viou
s e
fforts
Ide
a p
rog
ress
an
d tra
ckin
g
Links to
re
sea
rch
pa
ge
No
thin
g h
ere
b
ut I fig
ure
d I
sho
uld
n’t
lea
ve it b
lan
k
So
me
co
nflic
ts a
nd
ob
se
rva
tion
s
•M
ust h
av
e th
e re
sou
rces a
nd
au
tho
rity to
ask
qu
estio
ns
an
d g
et a
nsw
ers
•M
ust b
e co
llab
ora
tive
–a
nd
tha
t’s still no
t en
ou
gh
•W
ate
r/w
aste
wa
ter tre
atm
en
t is ve
ry p
roce
du
ral –
ho
w to
d
ev
elo
p a
safe
pla
ce to
fail?
•“In
no
va
tion
” can
be
just a
che
ckm
ark
like
“susta
ina
ble
” o
r “resilie
nt”
•E
ve
ryo
ne
ha
s the
ir ow
n o
pin
ion
reg
ard
ing
wh
at
“inn
ov
atio
n” m
ea
ns
–“Y
ou
just g
o o
ve
r the
re a
nd
inn
ov
ate
wh
ile w
e d
o a
ll the
rea
l w
ork
.”
•M
ust h
av
e th
ick sk
in, th
e p
atie
nce
of a
sain
t, an
d th
e
pe
rsisten
ce o
f a w
olv
er
ine
.
11
12
7/2
9/2
02
07
Ex
tern
al te
ch
no
log
y
sc
ree
nin
g a
nd
ev
alu
atio
n
pro
gra
m
© 2
02
0 Isle
Utilitie
s. All R
igh
ts Re
serv
ed
.
14
Tech
no
log
y S
ea
rch
Isle se
arch
es th
e g
lob
e fo
r tech
no
log
ies to
ad
dre
ss Me
mb
er P
artn
er n
ee
ds. W
e co
nsid
er a
ll typ
es
of te
chn
olo
gie
s, from
trea
tme
nt to
asse
t ma
na
ge
me
nt to
bu
sine
ss pra
ctices.
Tech
no
log
y S
ele
ction
Isle w
ill sele
ct tech
no
log
ies q
ua
lified
to m
ee
t Me
mb
er P
artn
er n
ee
ds.
TAG
Wo
rksh
op
Ea
ch fe
atu
red
solu
tion
pro
vid
ers g
ives a
tech
nica
l pre
sen
tatio
n fo
llow
ed
by Q
&A
an
d d
iscussio
n.
Pa
rticipa
nts p
rovid
e fe
ed
ba
ck a
nd
eva
lua
te a
lign
me
nt w
ith th
eir o
pe
ratio
na
l req
uire
me
nts.
Fo
llow
Up
TAG
con
sists of a
con
tinu
ou
s, on
-go
ing
activ
ities su
ch a
s track
ing
trials a
nd
pilo
ts. Isle w
ill con
ne
ct
en
d u
sers to
solu
tion
s of in
tere
st.
Th
e Te
chn
olo
gy A
pp
rova
l Gro
up
(TAG
) brin
gs w
ate
r en
d u
sers to
ge
the
r to e
valu
ate
em
erg
ing
tech
no
log
ies, id
en
Ffy
pilo
t op
po
rtun
iFe
s, an
d e
ng
ag
e in
colla
bo
raF
ve re
sea
rch o
r de
plo
ym
en
ts.
What is
TA
G?
13
14
7/2
9/2
02
08
TA
G P
rog
ram
Te
ch
no
log
y N
ee
ds
Asse
ssm
ent
15
© 2
02
0 Isle
Utilitie
s. All R
igh
ts Re
serv
ed
Su
rvey d
istribu
ted
to G
LWA
an
d U
tility
Me
mb
er P
artn
ers
Ca
ptu
res ch
alle
ng
es &
tech
no
log
y n
ee
ds,
inte
rest a
rea
s, ma
jor p
roje
cts, reg
ula
tory
ch
an
ge
s
Info
rms Isle
’s tech
no
log
y id
en
tificatio
n
pro
cess; id
en
tifies co
llab
ora
tion
op
po
rtun
ities
acro
ss reg
ion
al p
artn
ers a
nd
ab
roa
d; e
ng
ag
es
staff a
nd
allo
ws fo
r inp
ut a
cross e
nte
rprise
; a
nd
tracks re
leva
nt p
roje
cts an
d tria
ls
Su
rve
y o
f inte
res
ts a
nd
ne
ed
s
•S
urv
ey
ed
bo
th m
em
be
r pa
rtne
rs an
d
inte
rna
l GL
WA
staff
15
16
7/2
9/2
02
09
17
© 2
02
0 Isle
Utilitie
s. All R
igh
ts Re
serv
ed
.
C
on
tain
s > 1
,20
0+
tech
no
log
y p
rofile
s from
a ve
tted
po
ol o
f ove
r 9,0
00
solu
tion
s
Te
chn
olo
gy
pro
files in
clud
e su
mm
ary
info
rma
tion
, pre
sen
tatio
ns, ca
se stu
die
s, an
d
TAG
Me
mb
er fe
ed
ba
ck a
nd
eva
lua
tion
s from
TAG
me
etin
gs
Isle
’s T
ech
Po
rtal
© 2
02
0 Isle
Utilitie
s. All R
igh
ts Re
serv
ed
.
18
US
TA
G E
cosyste
m
17
18
7/2
9/2
02
0
10
Inn
ov
atio
n e
co
sy
ste
m
Firs
t critic
al s
tep
s
Kris
ten
–E
ng
ine
erin
g“W
ha
t do
yo
u th
ink I
ha
ve
be
en
do
ing
for th
e
last 2
0 y
ea
rs?
It is a
bo
ut
time
oth
ers
ge
t in th
e
ga
me
.”
Gin
ge
r -O
pe
ratio
ns
“So
un
ds g
rea
t, bu
t we
ha
ve
he
ard
this
stu
ff
be
fore
. By th
e w
ay –
ca
n’t y
ou
just a
pp
rove
my
pu
rch
ase
ord
er?
”Jo
hn
–F
ina
nce
“We
ha
ve
be
en
pre
tty
su
cce
ssfu
l to d
ate
an
d it
so
un
ds ris
ky. L
et’s
tab
le
this
un
til ne
xt fis
ca
l
ye
ar.”
Ro
be
rt –E
xe
cu
tive
19
20
7/2
9/2
02
0
11
Head
win
ds to
inn
ovatio
nCu
lture
Reso
urc
es
18%
Pro
cess
14%
Driv
er
8%
Ris
k6%
33
% C
ultu
ral In
ertia
30
% T
en
ure
d E
mp
loye
es
26
% O
rga
niz
atio
na
l Silo
s
11
% E
xe
cu
tive
Ma
na
ge
me
nt
Foste
ring In
novatio
n
Dire
ct In
flue
nc
e
Se
lectin
g, in
ve
stin
g,
de
ve
lop
ing a
n id
ea
.
Ma
teria
lizin
g a
cre
ativ
e
vis
ion
thro
ugh
oth
er
pe
op
le’s
wo
rk.
Ind
irec
t Influ
en
ce
Cre
atin
g th
e e
nviro
nm
en
t for
ide
a fo
rma
tion
, de
ve
lop
me
nt
an
d a
do
ptio
n. F
acilita
ting
inn
ova
tion
thro
ugh
org
an
iza
tion
al in
flue
nce
.
(Hunte
r et a
l, 2017)
21
22
7/2
9/2
02
0
12
Utility
Innovatio
n R
esearc
h
Launched
Develo
pm
ent o
f
Innovatio
n
Fra
mew
ork
with
25
Utilitie
s
Expanded
Partic
ipatin
g U
tilities
to 5
0
AW
WA
, WE
F, W
SA
A,
WE
&R
F
Publis
hed U
tility
Innovatio
n
Fra
mew
ork
and
Launched C
am
paig
n
Launched L
eadin
g
Wate
r and W
aste
wate
r
Utility In
novatio
n
with
70 U
tility Partn
ers
AW
WA
, WE
F, A
MW
A,
NA
CW
A, W
SA
A
2015
2016
2017
2018
WR
F 4
907 –
Leadin
g W
ate
r and
Waste
wate
r Utility In
novatio
n
1.
Influ
en
cin
g th
e S
ocia
l Dyn
am
ics o
f Utility
Inn
ovatio
n
•Toolb
ox o
f sta
ff engagem
ent ta
ctic
s
•S
can o
f cultu
re a
ssessm
ent to
ols
•In
novatio
n le
ader(s
) pro
file
2.
Levera
gin
g P
artn
ers
hip
s to
Accele
rate
Inn
ovatio
n
•Tools
for b
uild
ing s
trong in
novatio
n e
cosys
tem
s
3.
Inn
ovatio
n P
lan
nin
g T
oo
l Develo
pm
en
t
•S
imple
assessm
ent a
nd p
lannin
g to
ol fo
r utilitie
s
4.
Inn
ovatio
n &
Lau
nch
Stra
teg
y D
evelo
pm
en
t
•E
xam
ple
Utility In
novatio
n &
Launch S
trate
gie
s
5.
Inn
ovatio
n L
ead
ers
Reso
urc
e (c
om
pila
tion o
f deliv
era
ble
s)
23
24
7/2
9/2
02
0
13
WR
F 4
907 Ta
sk 1
Influ
encin
g th
e S
ocia
l Dyn
am
ics o
f Utility
Innovatio
n
7/2
9/2
02
025
Asse
ss
Le
ad
En
ga
ge
Re
wa
rdE
ng
ag
e. P
ractic
es th
at c
onnect a
nd
em
pow
er s
taff to
cre
ate
, develo
p a
nd
deplo
y n
ew
concepts
that b
ring v
alu
e to
the c
usto
mers
, enviro
nm
ent a
nd
org
aniz
atio
n.
Lead
. Indiv
iduals
or te
am
s w
ho
activ
ely
seek, d
irect a
nd fo
ste
r the
gro
wth
of n
ew
concepts
for le
arn
ing
and o
vera
ll valu
e c
reatio
n.
Rew
ard
. Pra
ctic
es th
at s
et th
e
expecta
tion -
norm
aliz
e, re
cogniz
e
and re
info
rce p
artic
ipatio
n in
innovativ
e-th
inkin
g a
nd v
alu
e
cre
atio
n.
Assess. A
ppro
aches to
evalu
ate
the
impact e
ngagem
ent h
as o
n c
ultu
re,
change tra
jecto
ry, and a
reas fo
r
impro
vem
ent/o
pportu
nity.
Utility
Co
nsu
mer
Pro
du
cts
, H
ou
seh
old
C
hem
icals
, etc
.Inp
uts
Ou
tpu
ts
Bo
th
Cu
sto
me
rs
Rate
s $
Waste
wate
r
Go
od
will
Air
Wate
rL
an
d
CH
4 &
CO
2
CH
4 , CO
2 ,N
2 O, e
tc.
Re
ne
wa
ble
Re
so
urc
es
Drin
kin
g W
ate
r,W
ate
rsh
ed
s,
Su
rface W
ate
r,G
rou
nd
wate
r,C
hesap
eake B
ay
Su
n
CH
4 , N2 O
,C
O2 , O
do
r
H2 O
, BO
D,
TK
N, O
rg,
InO
rg,
Heat
Fo
od
Su
pp
liers
Lith
osp
here
Co
al, O
il, N
atu
ral G
as,
Meta
lsN
on
-ren
ew
ab
le
Reso
urc
es
kW
hN
at G
as
Pap
er,
Co
mp
ute
rs,
Bu
sin
ess
Su
pp
lies
Paym
en
t $
Sta
ke
ho
lde
rsC
SR
/G
RI
Employees
Businesses
Regulators
Electeds
Enviros
Academics
Associations
26
25
26
7/2
9/2
02
0
14
With
effo
rt and p
ers
iste
nce
“We
sh
all g
o o
n to
the
en
d, w
e s
ha
ll figh
t in F
ran
ce
, we
sh
all
figh
t on
the
se
as a
nd
oce
an
s, w
e s
ha
ll figh
t with
gro
win
g
co
nfid
en
ce
an
d g
row
ing
stre
ng
th in
the
air, w
e s
ha
ll de
fen
d
ou
r Isla
nd
, wh
ate
ve
r the
co
st m
ay b
e, w
e s
ha
ll figh
t on
the
be
ach
es, w
e s
ha
ll figh
t on
the
lan
din
g g
rou
nd
s, w
e s
ha
ll
figh
t in th
e fie
lds a
nd
in th
e s
tree
ts, w
e s
ha
ll figh
t in th
e h
ills;
we
sh
all n
eve
r su
rren
de
r.”
-S
ir Win
sto
n C
hurc
hill
June 4
, 1940
Britis
h H
ouse o
f Com
mons
How
To A
chie
ve A
ll This
?
Copyright: www.bad-design.tk
27
28
7/2
9/2
02
0
15
Jo
hn
W. N
orto
n, J
r, Ph
D., P
E
Dire
ctor
En
erg
y, R
ese
arch
, an
d In
no
va
tion
E: jo
hn.n
orto
n@
glw
ate
r.org
An
y Q
ue
stio
ns
?
29
30
