Operation True North (OTN) Facilitator Services

Operation True North is a strategic initiative aimed at enhancing service delivery within the WSSC Water organization by driving sustained and transformative improvements across four main areas: Workforce & Workplace, Infrastructure, Innovation & Technology, and Service. The focus is on fostering collaboration, alignment, accountability, and continuous improvement to build trust and support among customers, stakeholders, and employees. In line with the 2023 Transition Report and the 2024 Strategic Plan, the initiative emphasizes improving external service delivery by empowering customer-facing staff through tailored in-service training sessions. The initial sessions will start with the Customer Service Department in May, with plans to include other departments subsequently, ensuring training is customized to meet each team's specific operational and engagement needs. The contract titled "Operation True North (OTN) Facilitator Services" is a solicitation issued by the Performance & Accountability division of WSSC Water in Maryland, with a deadline for responses by May 14, 2026. The role involves facilitating these collaborative training sessions to enhance organizational alignment and service quality. The contract points of contact include Division Managers Anthony Ferrara and Michael Jackson, who oversee the initiative and can provide further information. This effort reflects WSSC Water's commitment to continuous service improvement through structured and department-specific training programs designed to support its overall strategic vision.