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WaterOperator.org Blog

Articles in support of small community water and wastewater operators.

Laying the Foundation for a Successful Rate Approval Process

It’s a problem faced by nearly every small system: your existing budget won’t cover the cost of new capital projects or even routine O&M. Raising water rates is no simple task, but there are strategies you can use to gain community buy-in.

We’ll share more tips for rate-specific communication in a later post. For now, let’s talk about what you can do to lay the groundwork. It is hard to ask customers for more money if they do not know and understand the value that you provide. The first step to gaining public support of a rate increase is to gain that support for your operations as a whole. 

Here are a few easy ways to boost your public image and set the stage for an effective push for a rate increase: 

  • Stop being invisible. Bad news—line breaks, sewer spills, etc.—have a way of getting out. If that is all your customers know about you, they won’t be eager to see their water bills go up. Sharing good news and helping the public and media put bad news in context will foster greater trust in your system and staff.
  • Keep them informed. Whether you’re responding to an emergency or conducting routine repairs that interrupt customer’s daily lives, you can keep the customer on your side by communicating with them often. Tell them what has happened, what you plan to do, and how they can get answers to their questions. 
  • Know your product. It’s not the water. It’s the service you offer customers so they can go about daily life. They will remember their interactions with your employees and how you helped them when you bring up a rate increase later.  
  • Heed the warning signs. Watch how your customers react to what you say and do. It’s much harder to mend broken relationships than to maintain them.
  • Show your appreciation. Consider hosting customer appreciation days or sending holiday cards to strengthen relationships with your customers. 

To find documents with more great tips, visit WaterOperator.org's online resource library

Winterizing for Consumers and Small Water Systems

Here in central Illinois, the days are getting shorter, the nights are getting colder, and the trees are starting to turn. For those of us living in colder climates, the time is coming for us to batten down the hatches and prepare for winter’s snow, ice, and cold. Recently, one such forward-thinking operator asked us for information on winterizing service lines. After a little searching, here’s some guidance we found for him and for anyone else preparing their system for winter cold.

Winterizing for Water Systems

For operators looking to prepare their systems for winter, the Preventive Maintenance Card File for Small Public Water Systems Using Ground Water (developed by the U.S. EPA and adapted by the Massachusetts DEP) provides month-by-month guidance on routine maintenance procedures that can help keep a system in top running condition. Search the document using the keyword “winter” to find relevant maintenance cards. The Indiana Section of the AWWA also has a winterizing checklist. See page 8 of this newsletter for their helpful tips and hints for water operators.

Consumer Information: Winterizing Plumbing and Thawing Frozen Pipes

Of course, operators are not the only ones facing the problem of inadequately winterized or frozen pipes. Consumers often need extra guidance in properly preparing their homes for cold weather, or in dealing with frozen pipes as they occur. Some resources for consumer information include:
  • RCAP’s ebulletin on winterizing for the utility and the customer
  • the Red Cross’s information page on winterizing pipes, and safely thawing pipes that have frozen,
  • this video by a real estate agent showing how to properly drain outside spigots for the winter,
  • and this video by a building contractor in Boulder, Colorado, which includes tips for turning off water to the house in the event of a burst pipe, ways of regulating temperatures so pipes don’t freeze in the first place, and advice on safely thawing pipes when they do freeze.

To see how other utilities have handled consumer information on winterizing pipes on their websites, see the Mohawk Valley Water Authority (for colder climates) and the Macon Water Authority (for climates with relatively mild winters, where the ground seldom freezes deeper than two inches). Though there may be contact information or policy information specific to these utilities on these pages, both provide thorough, accessible information to frequently asked consumer questions.

Are there other great winterizing resources that should be highlighted here? Tell us in the comments!