2025 Director’s Letter

Director of Utilities Jackie Flowers

In 2025, Tacoma Public Utilities advanced our mission to provide clean, reliable, and equitable services that strengthen the quality of life for everyone in our community. Across Tacoma Power, Tacoma Water, Tacoma Rail, Customer Experience & External Affairs, and the Management Services Office, we delivered essential services with dedication, innovation, and a focus on the people we serve. 

Tacoma Water continued its long tradition of protecting and delivering high‑quality drinking water. In 2025, we secured 680 acres in the Green River Watershed to safeguard our primary water source for generations, completed major upgrades at the Green River Filtration Facility, and collaborated with partners on a historic water supply agreement with Cascade Water Alliance. That agreement improves long‑term resiliency and affordability. Our conservation programs, leak support efforts, and expanded customer assistance helped thousands of families reduce use, prevent waste, and manage their bills more effectively. 

Tacoma Power upheld its reputation as a leader in reliable, renewable hydropower. With service availability at 99.58%, customers continued to benefit from one of the most dependable electric systems in the nation. Major projects, including the completion of advanced meter installations and critical system upgrades following the Elk Plain and Graham substation incidents, strengthened reliability. Power also expanded the Basic Electricity Course and continued growing its Electrical Trainee Pre‑Apprenticeship Program, opening stronger pathways for tomorrow’s workforce. 

Tacoma Rail delivered exceptional performance and service to the Port of Tacoma and regional industries, achieving 100 percent on‑time outbound intermodal service. Key upgrades, including the Annie Tracks Switch and Curve improvements and deployment of a new ballast tamper, enhanced track safety and alignment for the more than 27,500 freight deliveries made through the system. The division’s ongoing safety leadership, including earning a 2025 Jake Award, reinforces its essential role in supporting regional commerce and reducing roadway congestion. 

Customer Experience & External Affairs strengthened TPU’s connection with residents, businesses, and community partners. Customer satisfaction remained high, MyAccount adoption grew to nearly 80% of customers, and assistance programs served more than 15,600 households. CXEA expanded youth outreach to more than 4,000 students and launched engaging tools including the Railcards game, new curriculum partnerships with Tacoma Public Schools, and the YMCA x TPU Explorers Journal. Social media and digital engagement also reached record levels, helping customers stay informed and supported. 

The Management Services Office provided the backbone for many of TPU’s internal systems and enterprise‑wide initiatives. In 2025, MSO played a central role in successfully implementing new software to manage customer accounts and department finances, modernizing business unit goal reporting, advancing public records transparency, and expanding emergency management readiness. MSO also launched the TPU People & Culture Program, enhancing workforce development, equity governance, and succession planning across the organization. 

Together, these accomplishments reflect a strong year of service, innovation, and collaboration. They are the result of dedicated employees who show up every day to serve the community with professionalism, compassion, and pride. You can find more information about TPU in the division reports below.  

Thank you for your continued trust and partnership. 

Jackie Flowers 

Director of Utilities