The City of Toronto's Water Supply and Water Pollution Control Sections have built their competitiveness on an organization driven by clear responsibilities, accountabilities, and authorities. Skills were improved, a culture of performance was fostered, and roles and responsibilities were clarified and embedded as an integral part of the Water and Wastewater Division Work's Best Practices Program (WBPP). WBPP is an improvement program that has resulted in levels of improved performance that challenge the best in the industry with savings to date of more than $65 million. Despite reducing the need for water and wastewater staff by more than 350 people, the program has enhanced security and compliance as a result of the clear responsibilities, increased staff skills, improved work management, and new monitoring and control technologies. The foundation of WBPP was derived from the Water and Wastewater Division's vision of customer value, where security in water quality, security in the environment, and security in public health are the cornerstones of providing value to customers and rebuilding seriously deteriorated confidence.