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For decades, Birmingham Water Works (BWW) has been a name synonymous with inefficiency, political wrangling, and public frustration. Serving as the largest water system in the state by far including over 700,000 customers, the utility has long been marred by billing errors and a general inability to respond quickly to crises. Many in the Birmingham area have viewed it as a political organization rather than an essential public utility. However, under new board leadership, bold changes are finally taking place.
Led by BWW Chair Tereshia Huffman and Vice Chair Butch Burbage, the board has taken the unprecedented step of bringing in retired Army General Ron Burgess to lead a top-down overhaul of the utility. Known for his ability to transform large, complex organizations, Burgess’s mission is clear: identify the root causes of the utility’s problems and implement systematic, transformative changes that will finally deliver the quality service BWW’s customers deserve.
“The days of kicking the can down the road are over,” Huffman said. “We’re committed to making the tough decisions to fix this organization once and for all.”
General Burgess brings decades of leadership experience, having previously headed the Defense Intelligence Agency, where he oversaw 17,000 employees across more than 100 countries and most recently serving as the COO of Auburn University. Since starting his assessment of BWW, Burgess has met with over 50 elected officials, community leaders, and water works staff. His approach has been methodical, and his message is clear: BWW’s failures, particularly in customer service, must be addressed immediately.
“Quick response to water main breaks, billing issues and others—these problems are unacceptable to this board,” Burgess said. “I’ve been given complete autonomy to find the solutions, and that’s exactly what I’m doing. This board is committed to finding the right way forward.”
Beyond just assessing operations, Burgess is also leading the first-ever national search for a new General Manager—a critical role that will be filled by early 2025. “This search is not about filling a seat—it’s about finding a leader who can take this utility into a new era,” Burgess noted.
Burgess’s task at Birmingham Water Works is no small feat. He’s been charged with more than just finding a new leader; he’s been tasked with providing guidance transforming a system that has struggled for years to meet the needs of its customers. “The mission is clear: to provide high-quality water service efficiently and transparently. Anything short of that is failure,” Burgess stated.
Under his leadership at Auburn University, Burgess was credited with managing one of the top universities in the country, overseeing 5,000 employees and 25,000 students. His success in bringing structure and efficiency to complex organizations is what Birmingham Water Works desperately needs.
The public, especially those frustrated by years of mismanagement, has every reason to be skeptical. But the board with support from Burgess has already started to change that narrative. “The public deserves a water system they can trust—one that delivers quality water at a reasonable price while being responsive to customer concerns. That’s what we’re working toward,” he said.
Chair Huffman echoed Burgess’s sentiments, emphasizing that the board is focused on operational excellence, not politics. “Every decision we make is about our customers—whether it’s upgrading infrastructure, improving customer service, or rehabbing our dam project. We are committed to transparency and ensuring that our customers know they are the priority,” Huffman said.
The board has made it a priority to keep the public informed through town halls, public hearings, and making board meeting information widely available. However, Huffman acknowledged that rebuilding trust will take time. “We know the damage that’s been done over decades, but we’re committed to showing our customers that this time is different,” she stated.
Burgess also highlighted the broader implications of the utility’s performance on regional economic development. “Water isn’t just essential for the residents—it’s critical for the industries we’re trying to attract to Birmingham. This system has to operate efficiently to support that growth,” he said.
The leadership at Birmingham Water Works is united in its effort to turn the organization around. For too long, politics overshadowed the utility’s mission, but now, with General Burgess leading the transformation, there is a sense of urgency and commitment that hasn’t been seen in years by previous boards.
“This board would not be making these tough decisions—bringing in a respected leader like General Burgess, launching a national search for the best General Manager—if they weren’t serious about fixing the systemic issues,” said Huffman.
Burgess’s involvement signals that the board is serious about making lasting changes. His approach—gathering input from stakeholders, assessing current practices, and providing transparent recommendations—has already begun to change the perception of the utility. The upcoming appointment of a new General Manager is seen as a crucial inflection point for the future of BWW.
Burgess remains confident that with the right leadership and commitment to operational excellence, Birmingham Water Works can become a model of efficiency and service. “This isn’t just about fixing a water system—it’s about setting the stage for a prosperous, sustainable future for the entire region,” he concluded.
As the Birmingham Water Works embarks on this critical transformation, Huffman and Burgess urge the public to stay engaged, attend town halls, and voice their concerns. “This isn’t just about fixing a water system—it’s about earning back the trust of 700,000 customers,” Huffman said. “We need the public to hold us accountable, because this essential organization is here to serve them.”
With new leadership on the horizon and a clear focus on customer service and operational improvement, Birmingham Water Works may finally shed its tarnished reputation and emerge as the efficient, customer-focused utility the region has long needed.
