Powerline snow plow water workers

The Westfield DPW hired CGR to review its overall operations as part of a general review of its efficiency and quality of service. CGR has identified a number of areas where improvements are possible and delivers a number of recommendations, but the overall story is that Westfield’s DPW is performing strongly and delivering high rates of public satisfaction. The DPW, local government, and Village and Town service customers can be justifiably proud of the service being delivered.

Project Goals

CGR was engaged in summer 2022 to conduct a review of the Village of Westfield Department of Public Works. The DPW is composed of four main departments: Electric, Street, Water and Wastewater. CGR was tasked with examining operations and service delivery from both internal and external perspectives.

Internal review:

  • How are operations running?
  • What is the state of each department and what are its needs?
  • What is the state of staff satisfaction and what are staff needs?

External review:

  • How does the public rate the DPW's services, both on the whole and specific services?
  • How do Westfield's DPW operations compare to similar municipal DPW operations?