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all about. How to fix things, and giving them the tools. What we did, was we got all of that going.
The biggest thing as far as effectiveness, is we made an electronic O&M. You go to the website -
we did 3D scans. You go into the website and you go into the 3D scan - and you can go to a screen
which has a connection to everything you need to know. If you want to know what work has been
done - up comes up all the work in LUCIDY - we are now incredibly efficient because all of the
information that you need is at your fingertips. What I was able to do was get the work
management system to work. Now we have an electronic O&M which gives all of the information.
We are now at a point of being as effective as anyone possibly can be.
I walked around and talked to staff - understood their goals, what are your issues, and always
under the context of safety. How can we make this a safer place to work. Do you understand what
the safety issues are. How do we protect you, how about all of this stuff. I think the most
motivating thing is that they are a part of the O&M. You want the O&M manuals for all this
equipment. You don't want to go find a manual and read it, what you want is the most relevant
information. You tell me what pages you want and we will make the electronic O&M manual have
those the next time you need it. So working together.

7. What is your experience working with mayors, elected officials, and their staffs? What insights
do you have about interacting with elected officials and working in a political environment?
Every place I've worked, I've had to work with elected officials. Even though the Niagara Falls
Authority is not under the City - I work with the Mayor. I can call him at any point in time. It is an
open door, keep in touch, let's meet for coffee type of thing so that we are working together. As a
part of the City we have to work together if we are going to survive, if we are going to make our
customers happy. Working with mayors I can do that, I've done it - it's a matter of talking with
them, communication. Communication is hard work and it takes a lot of effort and I can do that.

8. What is your experience working within a union environment/with a unionized workforce/with
union leaders?
Pretty much everything that I have done has been in a union environment, Erie County was union,
Cleveland was union, Niagara Falls Water Board is union. I work well having worked well with the
union. With Niagara Falls we started meetings once a quarter with the unions, and we would bring
them together and talked about what's happening, where we're trying to go. One of the bones of
contention with the union was the IDIQ contract that we were trying to get off the ground. And
then if you can't do it or don't have the equipment then we will go to these contracts. It worked
well. The contracted unions got the work first. If they couldn't do it, they would let us know, we
got them the tools. I have worked well with the unions and have had involvement with the unions.

9. This position will interact with managers throughout the City as well as other
organizations and individuals throughout the community. How do you evaluate whether
they are receiving the expected level of service? What do you feel are some of the
challenges to achieving a high level of customer service?

The way you know that it is working is you call them up and ask them. Sometimes with
surveys. But you talk to them and you ask them. Public meetings as far as the public is
concerned is sometimes contentious - but if you have something out there that needs to