Birmingham Water Works Aims for Transformation Under New Leadership
Birmingham’s water utility service, known as Birmingham Water Works (BWW), is embarking on a significant transformation as it grapples with a past marked by inefficiency and public frustration. Aiming to improve service delivery to its more than 700,000 customers, BWW has introduced notable changes in its management structure under the guidance of new board chair, Tereshia Huffman, and vice chair, Butch Burbage.
In an unprecedented move, the board has appointed retired Army General Ron Burgess as the leader for a comprehensive overhaul of the organization. Renowned for his expertise in managing large-scale operations and understanding complex organizational issues, Burgess is tasked with identifying problem areas and proposing systematic changes to enhance service quality. “The days of kicking the can down the road are over,” Huffman stated, emphasizing the board’s commitment to substantial improvements.
General Burgess Takes Charge
General Burgess’s background includes a distinguished career as the head of the Defense Intelligence Agency, overseeing tens of thousands of employees globally. His recent experience as the COO of Auburn University further shapes his approach for BWW. Since joining BWW, he has engaged with over 50 elected officials, community stakeholders, and utility staff to gain insights and identify critical areas for improvement.
“Quick responses to issues like water main breaks and billing errors must be a priority,” Burgess asserted, highlighting the urgent need for better customer service. His leadership is aimed at ensuring that BWW prioritizes its responsibility to the public. “I’ve been given complete autonomy to find the solutions, and that’s exactly what I’m doing. This board is committed to finding the right way forward,” he added.
A New Leader on the Horizon
A significant part of Burgess’s role involves leading the search for a new General Manager, a position critical for steering the utility into a new era of efficiency and accountability. The board is keen on finding a leader who will bring vision and drive to the utility, with the goal of filling this position by early 2025. “This search is not about filling a seat—it’s about finding a leader who can take this utility into a new era,” Burgess explained.
The stakes are high, and community trust has been eroded over years of perceived mismanagement. The public has expressed skepticism regarding the board’s new initiatives, but there is a concerted effort to change this narrative. “The public deserves a water system they can trust—one that delivers quality water at a reasonable price while being responsive to customer concerns,” Burgess said, indicating a new direction for BWW.
Commitment to Transparency
As part of its reformation strategy, BWW’s board is making strides toward operational transparency. They plan to communicate openly with the community through town halls, public hearings, and accessible meeting information. Huffman acknowledged that rebuilding trust may take time but asserted that their commitment to serving customers is genuine. “We know the damage that’s been done over decades, but we’re committed to showing our customers that this time is different,” she stated.
In addition to operational improvements, Burgess highlighted the utility’s role in the wider community, specifically in relation to economic development. “Water isn’t just essential for the residents—it’s critical for the industries we’re trying to attract to Birmingham. This system has to operate efficiently to support that growth,” he emphasized.
A Turnaround for the Future
The commitment to redefining Birmingham Water Works is underscored by the board’s resolve to not let past politics influence their decisions moving forward. “Every decision we make is about our customers,” Huffman assured. The leadership team’s focus on infrastructure upgrades, customer service enhancements, and necessary environmental projects indicates a strategic shift aimed at long-term improvement.
As Birmingham Water Works moves forward, the community is encouraged to remain engaged in the process. “We need the public to hold us accountable, because this essential organization is here to serve them,” Huffman stated, reinforcing the partnership between the utility and its customers.
The transformation of BWW could serve as a model for public utilities across the region, as it strives for operational excellence and improved service delivery. With General Burgess at the helm, the future looks promising for Birmingham Water Works, and indeed, for the community it serves.
