Case Studies
Toho Water Authority – Cross‑Connection Compliance Team (C3T) Business Process Review & Recommendations
EPIC assessed Toho Water Authority’s cross-connection programs to unify Kissimmee and St. Cloud into C3T—standardizing workflows, streamlining data, and enabling data-driven decisions.
Introduction
Toho Water Authority (Toho)—the largest provider of water, wastewater, and reclaimed water services in Osceola County, serving 150,000+ customers—set out to unify the Cross‑Connection programs of Kissimmee and St. Cloud into an integrated Cross‑Connection Compliance Team (C3T).
Toho’s Stakeholder Services Department engaged EPIC to assess current operations and deliver a practical roadmap to standardize workflows, streamline data management, and enable data‑driven decision‑making across the organization.
Challenge
Historically separate teams, tools, and practices created friction for compliance operations:
- Fragmented workflows across Kissimmee and St. Cloud led to inconsistent task execution and hand‑offs
- Disparate systems & data artifacts complicated recordkeeping, audits, and performance reporting
- Manual coordination slowed scheduling, follow‑ups, and stakeholder communication
- No single, unified operating model for C3T to scale processes and measure outcomes consistently
Solution
EPIC led a collaborative, cross‑functional review to capture the current state and co‑design a unified future state for C3T.
Discovery & Stakeholder Engagement
- Multi‑session workshops at Toho facilities with active staff participation
- Inventory of systems, spreadsheets, forms, and data sources used across programs
- Interactive process‑mapping of the end‑to‑end cross‑connection lifecycle
Analysis & Design
- Concise documentation of AS‑IS processes, pain points, and constraints
- Drafted TO‑BE workflows that harmonize procedures, roles, and hand‑offs for a single C3T model
- Curated artifacts (forms, notices, templates) aligned to the unified process
Recommendations Roadmap
- Governance model (ownership, responsibilities) and phased rollout plan
- Data management standards for consistent records and audit readiness
- KPI framework and reporting cadence to track compliance, productivity, and service levels
Solution highlights
- Graphical Workflows
- Streamlined Processes
- Governance Model
- Data Management Standards
- KPI Framework
Insights
30–40%
Scheduling lead time reduction
≥ 95%
Record completeness
50–60%
Fewer communication loops
Results
- Unified operating model: A single, well‑defined C3T workflow and artifacts spanning Kissimmee and St. Cloud
- Actionable roadmap: Phased recommendations that balance quick wins with sustainable process change
- Stronger governance & data discipline: Clear roles/responsibilities, standardized records, and audit‑ready documentation
- Improved service outcomes: Faster scheduling, fewer loops, and consistent reporting to support compliance and customer service
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