Leading a 1.2 Million-Person Water System: Vision, Culture, and Strategic Planning with Jeffrey Szabo

In this episode of 21st Century Water, we sit down with Jeffrey Szabo, CEO of the Suffolk County Water Authority, to explore how strong leadership and strategic planning are transforming one of the largest water utilities in New York. Szabo shares his path from public administration into the water sector, emphasizing that a technical background isn’t a prerequisite for impactful leadership. His administrative expertise and focus on culture, innovation, and accountability have positioned the organization as an industry leader.We begin with Szabo’s early days in government and how he unexpectedly transitioned into water utility management. Initially unsure about his fit for the role, he realized his skills in project management, strategic visioning, and organizational leadership were exactly what the Authority needed. Over the past 16 years, he’s led with a clear strategic direction, focusing first on departmental metrics, then developing the Authority’s first and second strategic plans. These plans focus on core operational pillars—like treatment, laboratory science, customer service, and technology—while more recently emphasizing culture, professional growth, and employee retention.Szabo stresses the importance of empowering staff, shifting the culture from passive compliance to active participation. Early challenges included getting employees comfortable with open dialogue, process review, and decision-making autonomy. Over time, the organization evolved into one where continuous improvement and innovation are expected and supported.We then move into the scale of the infrastructure managed by the Authority. It serves 1.2 million residents across an 86-mile stretch, supported by 6,000 miles of water main, over 250 well fields, and 60 storage tanks. The utility draws entirely from a sole source aquifer and operates 600 wells, all maintained with a keen eye on sustainability and proactive investment. Szabo outlines a $110 million capital budget and a $175 million O&M budget, highlighting costs around labor, electricity, and ongoing treatment upgrades.On innovation, Szabo talks about meter-reading pilots, paperless work orders, and customer service enhancements. He also shares their proactive approach to PFAS contamination. Instead of waiting for regulations, they invested early in treatment systems, funded transparently through a dedicated surcharge. The result: full compliance with future federal regulations—six years ahead of schedule.Lastly, Szabo reflects on his role as president of AMWA and the value of knowledge-sharing among the nation's top utility leaders. He closes by defining his legacy: an organization known for innovation, transparency, and empowered people—not just infrastructure.Suffolk County Water Authority: https://www.scwa.comAssociation of Metropolitan Water Agencies (AMWA): https://www.amwa.net00:00 - Introduction to 21st Century Water00:33 - Jeffrey Szabo’s Background and Government Experience03:15 - Transition to Suffolk County Water Authority07:30 - Building and Implementing a Strategic Plan10:40 - Culture Shift and Staff Empowerment15:15 - Overview of Water Infrastructure and Scale18:20 - Budget, O&M, and Capital Investments21:00 - Innovation and Future Planning24:00 - Addressing PFAS Proactively27:25 - Leadership in AMWA31:28 - Reflections on Legacy and Organizational Change34:53 - Closing Remarks Aquasight Website: https://aquasight.io/