Contents -- Figures -- Tables -- Acknowledgments -- 1 Introduction -- 2 Managing the Utility -- 3 Effective Public Communications -- 4 Utility Financial Management -- 5 Customer Service -- 6 Operations and Maintenance -- 7 Environmental Health and Safety -- 8 Security -- 9 Crisis Communications -- 10 Human Resource Management -- 11 Information Systems and Services -- 12 Legal Issues -- 13 Support Services -- 14 Gaining a Competitive Edge -- Index.