At the NC One Water Annual Conference, Charlotte Water’s Colin Stifler shared a simple example to explain why data matters. He said to think about a trip to the doctor. When you check in, they take your blood pressure, temperature, weight, and other numbers. Each number tells you something small, but when you look at them together, you get a clear picture of your overall health. That’s what helps the doctor figure out what’s going on and what to do next.
Colin explained that organizations work the same way. To understand how they’re doing, they need to look at a few key results that really matter. Then they need to understand what affects those results. When you connect the dots between what you want to achieve and what causes changes over time, you can make smarter decisions.
Focusing on What Matters Most
Charlotte Water has six main priorities that guide its work:
- A strong, high-performing workforce
- Great customer service
- Good community engagement
- Reliable and safe infrastructure
- Financial stability
- Protecting the environment
For each priority, Charlotte Water tracks certain measures. However, Colin emphasized that the numbers alone aren’t enough; leaders also need to understand what drives them.
For example, a key measure for workforce success is the vacancy rate. Vacancy rate is shaped by things like how long it takes to fill a job, how many people apply, and how many accept an offer. Those things are then shaped by deeper factors, like training, leadership, pay, and workplace culture. Looking at all of this together helps leaders understand why a number changes, not just that it changed.
Turning Insight into Action
Colin shared how this approach is helping Charlotte Water reduce sanitary sewer overflows (SSOs). An SSO happens when wastewater spills out of the sewer system. These spills are bad for the environment and for public health.
Last year, Charlotte Water had 3.2 SSOs for every 100 miles of pipe. This result is good compared to many large utilities, but the team’s goal is two or fewer. To understand why the number wasn’t lower, staff looked at the main causes of recent SSOs. They found that more SSOs were happening because of pipe failures—up 68% compared to the last three years.
After seeing that, staff checked the rate at which old pipes were being replaced. They discovered that pipe replacement had slowed down during the same time pipe-related SSOs went up. This showed a clear path forward: increasing pipe repair and replacement would help bring SSO numbers down. Engineering teams will continue working on the details, but the data helped point everyone in the right direction.
A Clearer Path Forward
Colin closed with one key message: when you choose the right things to measure and take the time to understand what affects them, you make better decisions.
This approach helps leaders avoid guesswork, stay focused, and take action that truly makes a difference. Just like a doctor uses vital signs to care for patients, Charlotte Water is using simple, meaningful data to guide decisions and continue serving our community well.
