2024 Management Services Office Highlights
Overview
The Management Services Office (MSO) provides essential administrative services that support the mission and operations of Tacoma Public Utilities (TPU), including Tacoma Power, Tacoma Water, Tacoma Rail, and Customer Experience and External Affairs. MSO oversees:
- Budget and Performance Measurement
- Risk and Claims Management
- Records Management
- Public Disclosure
- Emergency Management
In 2024, MSO achieved several key milestones across these areas:
Budget and Performance Measurement
The MSO provides budget planning, reporting, and analytical services across TPU. In 2024, we:
- Supported biennial budget planning and rate development, and
- Provided performance metrics for business unit goals and bargaining agreement calculations.
- Implemented a new budget tool sponsored by the City of Tacoma Office of Budget and Management.
- Provided analysis on the City of Tacoma assessment, which was critical to completing the TPU divisions’ budget and rate development.
- Successfully onboarded a new senior financial analyst during the budget cycle.
Public Records Office
The Public Records Office manages city-wide compliance with the Public Records Act, and ensures timely, transparent responses to public disclosure requests. In 2024, we: Processed 4,025 cases of electronic records requests and 889 cases of body worn camera footage.
- Handled an increased volume and complexity of requests, requiring significant coordination with TPU divisions.
- Provided guidance and training to department coordinators on the public disclosure process.
Records and Information Management
Records and Information Management (RIM) support TPU divisions in managing records efficiently and securely. In 2024, RIM:
- Delivered 19 consultations to TPU departments
- Held 5 “Introduction to Records Management” sessions for records coordinators
- Hosted a Lunch & Learn on email management with 60 attendees.
- Processed:
- 31 on-site onsite destruction requests.
- 308 boxes of off-site records for destruction.
- 29,975 pounds of paper via secured shredding.
RIM also participated in the Continuous Improvement Advocates program to evaluate and improve the process for issuing retention guidance to departments.
Risk and Claims
MSO oversees TPU’s risk claims functions, including:
- Third Party Claims: Closed 77 cases and managed 131 new or on-going claims.
- Subrogation (First Party Claims): Filed 127 claims seeking restitution for TPU property damage.
- Insurance: Maintained excess liability and property insurance coverage amid a challenging market for public utilities.
- FEMA Coordination: Managed reporting reimbursement efforts for infrastructure losses not covered by insurance.
Emergency Management
TPU Emergency Management ensures the utility is prepared for and resilient to emergencies. In 2024, the team: Completed the joint City/TPU COVID-19 After Action Report.
- Initiated its second revision to the TPU Continuity of Operations Plan, conducting over 90 meetings to update the roles and essential functions.
- Developed a five-year work plan that includes:
- ICS training for TPU leadership
- Planning for a TPU-wide Emergency Operation Center to improve coordination during emergency incidents.
Safety
In addition to its core administrative and operational functions, MSO plays a key role in fostering a safe and healthy work environment across TPU. By integrating safety into its strategic support services, MSO helps ensure that employees are protected, risks are minimized, and operations remain resilient.
Overall Safety Stats
(2024 compared to 2023)
- Corrective Actions: 0 (↓ from 1)
- Leadership Site Visits: 0
- Total Recordable Injury Rates: 0
- DART (Days Away, Restricted, or Transferred) Rate: 0
MSO promotes a strong safety culture across both office and field-support environments, emphasizing safe practices, ergonomic health, and continuous improvement.
Note: Corrective Actions and Leadership site visits were not standard operational expectations for all divisions, and the data may reflect this inconsistency. Additionally, due to limitations with the existing data platform, some divisions tracked their own data independently, some of which may or may not be fully represented here.
Financials
MSO is a service division funded by Tacoma Power, Tacoma Water, Tacoma Rail, and the Environmental Services department of the City of Tacoma General Government through assessments. As such, its financials are included within those divisions’ reports and are not presented here.
Conclusion
In 2024, MSO continued to drive operational excellence across TPU. From budget innovation and public transparency to risk mitigation and emergency preparedness, and safety, MSO remains committed to supporting TPU’s mission of delivering safe, reliable services that enhance the quality of life in our community.