Part I: Introduction and Overview.

1. Innovation Among Public Sector Water and Wastewater Systems (The Editors).

2. Current Trends in Public Utility Management and Inventive Strategies for Major Challenges (James A. Parrott and Sharma L. Young).

Part II: Setting Standards for Success.

3. Standardizing Performance Indicators for Water and Wastewater Utilities (Nora F.C. Freeman and Gregory C. Heitzman).

4. Accreditation and Quality Improvement: What’s the Financial Bottom Line? (Dean Kaplan).

Part III: Financial Strategies.

5. Debt Management Ideas: Risks and Returns of Creative Financing in an Infrastructure-Intensive Industry (Michael Nadol).

6. Wall Street Perspectives on Management that Matters (Richard P. Larkin).

Part IV: Planning and Infrastructure Issues.

7. Watershed Management Practices (Christopher S. Crockett and Brian G. Marengo).

8. Water Infrastructure Rehabilitation: The Nashville Approach (Cyrus Q. Toosi).

9. Natural Drainage Systems: Leading by Example (Darla Inglis).

Part V: Customer Involvement.

10. Incorporating the Voice of the Utility Customer: Effective Use of Utility Customer Survey Research (Linda J. McAleer).

11. Citizen Participation in Wastewater Projects (Robert R. Williams).

12. Competitive Assessment and Change Management: The Complete Solution—Technical and Political (Adam J. Kramer).

Part VI: Information Technology.

13. Getting Results from an Enterprise Geographic Information System (Susan Lior).

14. Philadelphia’s Automatic Meter Reading Program: A Retrospective Look (James Bolno).

15. Development of an Integrated Capital Program Management System for the Austin Water Utility (Chris Lippe, Charles Schoening, Daniel P. Baker, and David W. Harris).

16. The Challenge of Merging Water Companies: Combining Data and Converting to an Enterprise ArcGIS/ArcSDE System (Jos Bell and Ronald R. Butcher).

Part VII: Best Practices in Management and Leadership.

17. CitiStat: Bringing a New Level of Efficiency and Effectiveness to Baltimore City’s Water Utility (Matthew D. Gallagher).

18. Using Six Sigma to Improve Operations at the Fort Wayne Water Pollution Control Plant (Michele Hill and Cheryl Cronin).

19. From “Command and Control” to a Team-Based Organization: Challenges Associated with the Reorganization of a Large Water Utility (Randall A. Monteith).

Index.