PUC Issues Management and Operations Audit for Greater Hazleton CAN DO Inc. in Luzerne and Carbon Counties

PUC Issues Management and Operations Audit for Greater Hazleton CAN DO Inc. in Luzerne and Carbon Counties

Published on 11/6/2025

Filed under: Water and Wastewater

Audit Seeks to Enhance Operational Efficiency, Improve Service Reliability for Water/Wastewater Services to Commercial and Industrial Customers

HARRISBURG - The Pennsylvania Public Utility Commission (PUC) today released the findings of a comprehensive Management and Operations Audit of the Greater Hazleton Community Area New Development Organization t/a CAN DO Inc. (CAN DO), outlining a series of actionable recommendations for operational improvements. CAN DO provides water and wastewater services to approximately 120 commercial and industrial customers in Luzerne and Carbon counties.

The Commission voted 5-0 to approve the audit report and its recommendations, as well as to release CAN DO's submitted implementation plan detailing its approach to addressing the audit findings. The company fully accepted all 16 recommendations.

Audit Report and Key Recommendations

The audit identifies opportunities for CAN DO to enhance service reliability, operational efficiency, emergency preparedness and customer service across its utility operations. Key recommendations include:

• Fully documenting financial management policies and procedures to establish a process to regularly review and update.
  
  
• Expanding the Damage Prevention Manual to include recommended improvements such as version control, emergency contact information, and training requirements.
  
  
• Improving the company's capital plan to include a 50-year prediction for main replacement needs and goals.
  
  
• Establishing testing frequency for meters and creating valve testing policies to ensure proper documentation and retention.
  
  
• Selecting and implementing a cybersecurity maturity model.
  
  
• Conducting regular tabletop exercises and/or drills to test the company's plans for Physical Security, Emergency Response, Business Continuity and Cybersecurity.
  
  
• Standardizing and formalizing customer service procedures.

CAN DO's implementation plan indicates that most recommendations will be substantially completed by the fourth quarter of 2026.

Next Steps

CAN DO will proceed with its implementation plan and submit annual progress reports to the Commission for the next three years, due by November 1 of each year. PUC audit staff will monitor the company's progress and revisit these issues during the next Management Efficiency Investigation.

About the PUC

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

Visit the PUC's website at puc.pa.gov for recent news releases and video of select proceedings. You can also follow us on X, Facebook, LinkedIn, Instagram and YouTube. Search for the "Pennsylvania Public Utility Commission" or "PA PUC" on your favorite social media channel for updates on utility issues and other helpful consumer information.

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Docket Nos.:
D-2025-3052839

Contact:

• Nils Hagen-Frederiksen Press Secretary 717-418-2701 [email protected]