Latest Insights On Consumer Outreach

  1. 8 Ways To Make Utility-Customer Communication Seamless Across Digital Channels
    7/1/2019

    If a water utility is going to use digital communication to enhance the customer experience, it needs to ensure that it does so as seamlessly as possible.

  2. New AMI Capabilities Help Satisfy Utility Aims
    6/22/2019

    Finding new ways to capture and utilize data is important for utilities looking to improve operating efficiency and customer service. This interview with Frank Brooks and Dave Rubin from Aclara — a smart-infrastructure solutions partner for water, gas, and/or electric utilities — outlines ways to do both within a common infrastructure.

  3. Don’t Let A Water Crisis Boil Over
    3/1/2019

    No utility wants to issue a Boil Water Notice, but if it does happen, it’s important to get it right. Even if your utility has had a long, unblemished record of delivering high-quality water, a mishandled contamination event will leave a bad taste in your customers’ mouths (so to speak).

  4. Getting Serious About Lead Service Line Replacement
    10/29/2018

    It has been 32 years since the amended Safe Drinking Water Act (SDWA) banned the installation of lead pipes in water systems nationwide. Unfortunately, that decision has not yet translated into action for every lead service line (LSL) installed before that point. Fortunately, someone has done a lot of legwork toward getting a handle on that process. Here is a preview of the help they have to offer.

  5. WEF Confronts Water Industry Challenges
    10/24/2018

    Eileen O’Neill, Executive Director of the Water Environment Federation (WEF), joined Water Talk from WEFTEC — the world's largest annual water quality event — to discuss WEF initiatives, the state of the water/wastewater industry, and challenges and opportunities for the future.

  6. The True Meaning Of 'Value Of Water' Awareness
    9/4/2018

    Observations from a conversation with Water Environment Federation (WEF) President Jenny Hartfelder

  7. Trailblazing Efforts In Utility-Community Relations
    7/9/2018

    Traditionally (and unfortunately), contact between water providers and their customers has been mostly negative. Utilities might only share news on rate hikes, health advisories, service or traffic disruptions, etc., and typically only hear from customers who have a complaint. However, there are utilities with great reputations and relationships in the communities they serve; and the key to their success, besides providing excellent service, is a focus on positive communication.

  8. A Model For Drinking Water Utilities
    5/4/2018

    There is a lot of talk in the water sector about the "value of water". We want the public to understand it — and pay for water's full cost, including collection, treatment, and delivery — but how many utilities really know the value of their own product? Would you ever think about branding it? Louisville Water Company did.

  9. Leveraging Federal Funds To Aid Local Sewer Improvements
    2/27/2018

    Inflow and infiltration (I&I) are ongoing concerns for many wastewater utilities. Even with diligent maintenance of infrastructure, there are limits to what can be controlled. One example of that is leakage in the lateral service lines connecting the sewer utility’s main to sewer customer buildings. Here is how one municipality took advantage of federal and local funding to encourage nearly 2,500 customers to upgrade deficient connections in their lateral service lines — to the tune of more than $4 million.

  10. Lessons From DC Water’s Rock Star, George Hawkins
    1/31/2018

    In just eight years at DC Water, which provides drinking water, sewage collection, and sewage treatment in Washington, D.C., serving more than 600,000 residents, George Hawkins transformed the utility from insular and guarded to open and innovative.