Values & Strategies

American Water’s core values reflect who we are as a company and what we mean to our customers, employees, communities, and shareholders. These principles guide our decisions every day, and they represent the foundation of our business culture.

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Safety

Safety underpins everything we do. Every day, our employees remain vigilant and work safely so that they return home in the same, or better, condition than when they came to work. Our commitment to safety is resolute and extends to our customers and the communities we serve. Our target is—and must be—zero incidents and injuries.

Trust

Our customers and stakeholders trust in our ability to operate in accordance with federal, state and local regulations. We don’t take that trust for granted, and we will continue working to bring together all stakeholders to help provide safe, reliable and affordable water and wastewater services. We have a long and rich history of serving customers and providing trusted solutions for the communities we serve, and we will continue to do so.

Environmental Leadership

We have the responsibility to treat and deliver life's essential need—water. Sustaining that critical resource for generations to come through energy use, water use, technology, infrastructure investment and water policy leadership is core to who we are. We’re equally committed to promoting environmental stewardship within the communities we serve, but that doesn’t happen without environmental leadership. At American Water, we all play a role, from the water quality at our plants to conserving energy and to being an environmental policy leader.

Teamwork

We continue to build an environment where every employee feels included and knows how they contribute to the company’s strategies and goals. We’re stronger because we have different ideas, viewpoints, experiences and backgrounds. Most importantly, we embrace and expect one another to respect and value those differences. We believe that inclusion and diversity are vital elements to our success. Creating an environment where everyone can bring their whole selves to work is essential. We hold each other accountable and challenge each other to reach the best decisions, to help ensure we meet our commitments to the communities we serve.

High Performance

Consistent high performance is the key to being the best water and wastewater utility in the country. When it comes to complying with strict federal regulations for delivering clean, high-quality drinking water, we consistently score among the highest of all water providers. We are also recognized as a leader in providing communities with reliable wastewater service. Our licensed professionals and management staff bring a broad range of expertise and experience in the effective operation of wastewater systems, knowledge of various treatment technologies and meeting wastewater regulatory compliance. High performance means aiming higher than just “compliance” it means providing effective water and wastewater solutions to the communities we serve.

High Performance

Consistent high performance is the key to being the best water and wastewater utility in the country. When it comes to complying with strict federal regulations for delivering clean, high-quality drinking water, we consistently score among the highest of all water providers. We are also recognized as a leader in providing communities with reliable wastewater service. Our licensed professionals and management staff bring a broad range of expertise and experience in the effective operation of wastewater systems, knowledge of various treatment technologies and meeting wastewater regulatory compliance. High performance means aiming higher than just “compliance” it means providing effective water and wastewater solutions to the communities we serve.

OUR STRATEGY

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Our purpose and values underpin our overall business strategy. Our “strategy wheel” features five key focus areas for our company and illustrates how we work to achieve our vision. Each focus area ties to specific performance aspirations and goals designed to deliver continuous improvement for years to come.

Safety

Safety is both a strategy and a core company value. To us, safety is more than just “the right thing to do”—it’s the culmination of both physical and emotional safety. The health and safety of our employees and contractors is a leading indicator of our company’s health. Simply put, if we get safety right, we can get everything else right.

People

Maintaining an environment where our people feel valued, included and accountable is critical to our ability to serve our customers every day. We continuously work together to create an environment where employees can live up to their fullest potential and feel confident that what they do directly contributes to our company’s ability to stay strong, grow and make a difference in our customers’ lives. We are a safer, healthy and inclusive organization with a highly skilled workforce ready for the future.

Operational Excellence

Our operational excellence strategy helps us to find better and more efficient ways to do business, and to provide safe, clean and affordable water services for our customers. We leverage technology and process optimization to support the consistent execution of the fundamentals and business strategy. As the largest water and wastewater company, we assume the responsibility to go beyond minimum requirements and be an industry leader in operational and environmental excellence.

Growth

We believe that when companies grow, they can invest more in creating stable jobs, training, benefits, infrastructure and our communities. We are industry leaders in critical infrastructure investment and customer growth. Our growth benefits all our stakeholders, including our shareholders.

Customers

Our customers are at the center of everything we do and every decision we make. We want to provide a superior customer experience across our diverse customer base and be the trusted leader in water quality, water management, system resiliency and environmental stewardship. If our customers had a choice as to who serves them, we want them to choose us. Customer input, along with empathy for our customers’ ideas and experiences, drives how we change and improve our processes and systems. We are committed to showing customers and communities that we care about them. As a result, our customer base continues to grow, and the overall customer experience continues to improve.