Getting Comfortable Being Uncomfortable: The Digital Transformation Journey at Milwaukee Metropolitan Sewerage District

The Milwaukee Metropolitan Sewerage District (MMSD) recently embarked on a digital transformation journey to develop a culture that embraces and actively seeks advanced data solutions to support real-time decision-making that improves outcomes and generates value for its stakeholders. This is the first project of its kind for MMSD and requires a strategic approach that evaluates not only the technical aspects of digital transformation but also the human aspect of digital transformation. From the moment the discussions of advanced data solutions began at MMSD, it was apparent that the concept of digital transformation and advanced data solutions meant something different to just about everyone, and that the level of understanding and perceptions of advanced data solutions such as machine learning (ML) and artificial intelligence (AI) warranted a strategic pause to define what digital transformation means to MMSD. During the process, it was clear that there were and still are some stakeholders that are skeptical and that buy-in won't be sold but rather must be earned. The discussions were challenging and required careful navigation to get MMSD to the point of getting comfortable being uncomfortable. For MMSD, that meant collaboratively working together to take their first steps forward on something they've never done before: developing a digital transformation framework. This presentation shares MMSD's process to build internal consensus around digital transformation and provides insights into the early phases of the project, to inspire and support peer agencies in building momentum for digital transformation in their organizations. It covers all aspects of pre-launch, including finding an executive champion, finding allies within the organization, developing a cross-functional steering committee consisting of both allies and skeptics, internal outreach, external engagement, and how we scoped a project to develop a digital transformation framework for our organization rooted in education, technology, process, people, and culture. MMSD initially did an RFI to clarify its thinking about digital transformation and to validate and improve the RFP content. They strategically waived some standard RFP requirements to cast a wide net and ensure that all qualified firms would respond, and leaned on the prospective consultants to define the approach that would lead us to success. This resulted in a large pool of strong responses and engaged new prospective project collaborators. The sixteen responses were put through several rounds of evaluation before the final selection was made. This paper also shares progress to date. In July 2023, MMSD and a consultant team led by Brown and Caldwell kicked off the 78-week Digital Transformation Framework Development project focusing on digital transformation within the water reclamation facilities and conveyance system. We will discuss the structured analytical approach that underpins the project, how we organized and managed the project team for success, the kickoff meeting agenda and findings, how the pre-launch work enabled stakeholders to get comfortable with unexpected changes in the core consultant team, how MMSD provided initial data to the consultant team, the best practices workshop agenda and outcomes, and the agenda and outcomes of a series of small group meetings focused on the business risks associated with digital transformation. About MMSD MMSD is a regional government agency that provides water reclamation and flood management services for about 1.1 million people in 28 communities in the Greater Milwaukee Area. The MMSD service area is 423 square miles and covers all, or segments of, six watersheds. Established by state law, MMSD is governed by 11 commissioners with taxing authority. MMSD is most proud of its track record of capturing and treating 98.5% of all wastewater collected since 1994. MMSD has a contract operator, Veolia Water North America, for the operations and maintenance of the conveyance system and water reclamation facilities. Learning Objectives After attending the session, attendees should be able to: 1.Explain, interpret, and practice the approach MMSD used to align itself around a shared understanding of digital transformation, to scope the project, and to participate in initial project work 2.Paraphrase and generalize the analytical framework and methodology 3.Examine the outcomes of the initial work and hypothesize the outcomes of similar work within their own organizations.