TRANSFORMING A COUNTY SANITATION AUTHORITY INTO AN HIGH PERFORMING ORGANIZATION
Since its founding in 1959, Loudoun County Sanitation Authority (LCSA) has doubled its customer base every ten years (Figure 1). This is a result of the exceptional growth rate of Loudoun County, Virginia. Loudoun has historically been a farming community but has recently seen unprecedented expansion due to the remarkable success of the Washington Dulles Airport, the economic engine for the region, as well as the swelling Washington, DC metropolitan population's searches for homes. During the decade from 1990 to 2000, Loudoun County experienced a 13 percent annual growth rate and was one of the fastest growing jurisdictions in the nation. The growth rate and associated customer service workload required a systematic change within LCSA. The organization needed better techniques for planning and managing the increased service delivery needs for the community in a consistent and efficient manner. Loudoun County is composed of a well educated, affluent community, one that expects superior service delivery. The challenge presented to LCSA was to meet such expectations during an extended rapid growth period.
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Document Type: Research Article
Publication date: 01 January 2004
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