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WaterOperator.org Blog

Maintaining Customer Satisfaction

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Maintaining customer satisfaction can go overlooked when operators are busy tending to the daily needs of their facility, however good customer relationships are an important component to any well run utility. Community trust improves cooperation under emergencies and helps customers to do their part in caring for their system. When changes to the utility are made such as a new infrastructure project or a long awaited rate adjustments, customers will more easily hop on board. Not to mention, an unhappy customer can lead to unnecessary public relations (PR) challenges.

In Hartsville, South Carolina one business owner watched for a month as a sinkhole slowly took over her car lot. The owner first called her Water and Sewer Authority in September reaching out about her growing concerns. She made five additional calls into October until finally contacting her local news channel for help. Swiftly after the news channel reached out to the Authority, workers were sent to fix the sinkhole.

In Darlington, South Carolina a pair of homeowners brought their sewer system into the public eye under equally pressing conditions. The city received unprecedented rainstorms in October leading to excess stormwater runoff. Under these conditions, many homeowners experienced sewage backups. Despite the city's ongoing efforts to manage overflows, the backups brought the system into an unwanted spot light. A Sanitary Sewer Overflow Response Plan can help for incidents such as these.

While we can do our best to avoid these incidents, accidents happen. When they do, good communication and listening skills can make a difficult situation much easier. How to Keep Customers Happy in Solution H2O encourages utilities to establish a good public presence prior to these events. When services are disrupted, the article encourages utility leaders to step forward and reassure customers that their complaints are being addressed. We also recommend the supervisor follow up with impacted customers after the issue has been resolved. Many of the negative articles we see published in local news can be avoided by following the tips suggested in the American Water Works Association's publication Trending in an Instant

Operator Educates Millions on TikTok

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This wastewater treatment plant operator has gained millions of views on TikTok after posting numerous informational videos on various wastewater topics. His most viewed video on where toilet water goes when you flush gained 12.2 million views. In some of his other videos, he shows behind the scenes at a wastewater treatment plant and what the inside of a manhole actually looks like

This operator is doing a good job at educating the public and specifically young people about wastewater. Wastewater operations make everyday life possible and it's great that more people are interested in what's going on behind the scenes. You can check out this operator on TikTok @waterbearops.

Do you know of any other TikTok accounts from operators? Let us know! 

Citizen Academies Teach About Critical Water & Wastewater Issues

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While some water systems host open houses or group tours periodically, citizen academies offer a more intensive learning experience for residents. This experience can leverage a deeper understanding, and support, from the local community for the important and often underappreciated work operators do to protect public health. Residents, in turn, get a rare behind-the-scenes opportunity to learn about water and wastewater issues first-hand and experience how a water utility operates in real-time as it overcomes today's challenges.

Citizen academies come in all sizes and shapes. Spartanburg Water in South Carolina hosts a 6-week interactive series at the public library with sessions on source water, water quality and asset management as well as field trips to local plants. In Scottsdale, Arizona, a 5-week course takes participants inside the water facility to view demonstrations of daily operations, lab work and water main repairs. In Indiana, the town of Carmel organizes a Citizens Utility Academy that provides insight into the responsibilities and operations of not only water & wastewater, but also trash, recycling and hazardous waste disposal.

The benefits to water systems are numerous. Citizen academies offer utilities the opportunity to connect with their residents in such a way that these residents become informal ambassadors for the utility. In a sense, this connection creates trust between the utility and citizens. In addition, these academies can inspire residents to volunteer to serve on advisory boards or utility committees, or otherwise serve as a liaison between the public and the utility.

Interested in exploring the possibility of a citizen's academy for your water system? This website from the University of North Carolina School of Government includes a "how-to" program component guide as well as case studies and other resources.

Need a Roadtrip Idea? Check Out These Waterworks Museums

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 Are you fascinated by old steam-powered pumps and engines, or the stories that inspired ingenuity and invention in the water industry? Do you like cool old buildings? If the answer is "yes," then pack up your family and/or friends and take a road trip to one (or more) of the following waterworks museums! 

  • The Waterworks Museum, Boston, MA: This museum interprets unique stories of one of the country's first metropolitan water systems through exhibitions and educational programs on engineering, architecture, social history and public health. The centerpiece of the museum is its collection of original 3-story high coal-powered, steam-driven water pumps. Admission is free (donations accepted). 
  • The WaterWorks Museum, Louisville, KY: Located inside the west wing of Louisville Water Company's original Pumping Station No. 1, the WaterWorks Museum highlights Louisville Water’ Company's archive of historic photographs, films and memorabilia, some of which date back to 1860. Discover the company’s contributions to safe drinking water through its innovations in science and engineering. 
  • The Shreveport Water Works Museum, Shreveport, LA: This museum, a national historic landmark, is the last known steam-powered municipal water treatment plant in the US. It was also among the earliest facilities to use chlorine in the treatment process. Today, the entire physical plant (pumps, filters and other machinery) remains in place after more than 100 years of service and is a rare example of an intact steam water works. Best of all, admission is free!
  • Fairmount Water Works, Philadelphia, PA: The Fairmount Water Works is a National Historic Landmark, a Civil Engineering Landmark, and a National Mechanical Engineering Landmark, and was designed and constructed to provide safe, clean drinking water to a city on the cusp of remarkable growth. This museum educates citizens regarding the interconnections between their community and environment, particularly the public’s essential role in protecting and stewarding our water and natural land resources. Cost: Free.
  • In the mood for overseas exploration? You might want to check out the Museum of Sewerage Science in Osaka, Japan (the third floor is dedicated entirely to advanced wastewater treatment technology), or this active steam-powered waterworks museum in Hereford, UK or these sewer museums in London, Paris, and Brussels!  

The Importance of Customer Outreach

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The more a utility communicates with its ratepayers, the more the ratepayers agree with community and water leaders, a new study finds. In fact, constituents who received water‐related information from utility mailings or served on committees and boards had perceptions that were more aligned with leaders' concerns. This is why cutting outreach could be a big mistake for utilities of all sizes. 

Another study finding is that there is a real disconnect between the concerns of customers and that of water providers. Residents showed most concern about potential water shortages and high water bills, while their leaders were most concerned about deteriorating local water infrastructure. This was the case no matter where cities were located or what their water source was. 

From their end, residents have a good reason to be concerned about their water rates. The labor department has released findings that show water rates have increased 5.5% on average each year over the past decade, three times faster than the rate of inflation. At the same time, water utilities are feeling the squeeze while trying to provide high quality water with aging or inadequate infrastructure. 

This disconnect is why it is crucial for utilities to talk to, and listen to, their ratepayers. Giving the public a voice in major decisions and communicating critical issues results in decisions that are more effective and sustainable. And that is good news for everyone. 

Interested in outreach resources? Type in "outreach" in our document database on WaterOperator.org or you can check out this recent listing.

Study Investigates Water Affordability

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A recent National Science Foundation study on water affordability found that roughly 13.8 million U.S. households could not afford to pay their water bill in 2014. The study found that while access to water has remained relatively affordable until recently, water rates have increased around 41 percent in just the past seven years. Should the rate hikes continue at this pace, according to the report, more than one-third of all U.S. households—35.6 percent—will be unable to afford running water by 2022.

One American city, Philadelphia, has taken measures to address this challenge through a new program—the Tiered Assistance Program (TAP). Enrollees' monthly water bills are not based on consumption but rather set as a percentage of  household income and size. Eligible households are provided with water conservation education along with free leak detection tests and low-flow plumbing fixtures. 

Using data collected from income-based gas & electric utility programs in New Jersey, Pennsylvania and Colorado, consultants are predicting that Philadelphia's water department will see a net gain in revenue as a result of lowering the rates and increasing compliance. Perhaps this new approach can be a model for others to follow in addressing a widening water affordability gap.

Interested in assessing affordability at your utility? Here is an easy-to-use Excel tool courtesy of UNC Environmental Finance Center to assess the relative affordability of water & wastewater rates using multiple metrics. Interested in learning more about customer assistance programs (CAPs), how to fund them, legal hurdles and their expanding importance? Listen to this podcast featuring Stacey Isaac Berahzer from The Environmental Finance Center at the University of North Carolina at Chapel Hill (EFC). 

Does Drinking Water Lead to Happiness?

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The challenges of operating and maintaining a small system water treatment plant can be overwhelming, especially these days, but it is always good to know that your efforts are paying off - and not only because your system is meeting compliance. There is another important contribution you are making to the community as well: the water you help provide can actually make people happy.

How can we tell? According a study conducted by the United States Department of Agriculture, drinking water has a significant impact on our mood. The researchers found that not drinking enough water was associated with negative mood, including fatigue and confusion, compared to those who drank enough water. 

But is isn't just the quantity that matters - the quality is important as well. Recently, author Dan Buettner teamed up with Gallup’s social scientists to develop an index that assesses measurable expressions of happiness and identifies where Americans are living their best lives. The results of this index are the subject of Buettner's new book, The Blue Zones of HappinessAmong the surprises Buettner turned up while conducting his research: “There’s a strong correlation between quality of water and happiness." 

In fact, according to OECD Better Life Index, water quality satisfaction leads to higher overall sense of well-being. The United States, for example, does fairly well in terms of water quality, as 84% of people say they are satisfied with the quality of their water, higher than the OECD country average measurement of 81%. And this important measure seems to be shared by all high scoring nations. Cheers! 

Featured Video: A Day Without Water

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A day without water is a daunting concept. Not only would it mean challenges to drinking, bathing, cooking, cooling, manufacturing, and dozens of other day-to-day activities, but as a water professional, it would probably be your job to get the water flowing again! Next week, the third annual Imagine a Day Without Water public education effort will highlight the value of water. Participation in this campaign can help your customers understand the importance and cost of the important work you do.

For utilities, Imagine A Day Without Water can also be an opportunity to consider your ability to keep the water flowing or restore your operations in the face of disaster. This USEPA video from a few years back highlights the Community-Based Water Resiliency tool (or CBWR). This tool can help you work with stakeholders in your community to assess your preparedness for various emergencies, and provides suggestions for improvement. If you and your community haven't gone through an exercise like this, the CBWR could be a great place to start.



For more on community-based water resilience, see the USEPA's website.

Water Documentaries, Public Awareness and Customer Concerns

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Much has been said about shining a light on the value of clean water and the hidden infrastructure and personnel involved. In the past decade or so dozens of documentary films about water have been produced that do exactly that. From films that expose the aged and decaying pipes under our feet to films that reveal more complex and difficult truths about who is responsible for this decay, documentary filmmakers can bring big water issues, and the controversies and emotions that come with them, into the spotlight. 

Take for example the recent documentary Troubled Water, a film that highlights water contamination and public health issues in America. Watching the film, and seeing, sometimes for the first time, that many communities do not have access to safe drinking water can hit hard on the public's emotions. They might wonder about the lack of access to safe drinking water or about why there are so many toxins and, especially, they might wonder what people plan to do, and when, to fix the problems. 

Or this film about plastic microfibers showing up in tap water. Samples taken from Asia to Europe to the Americas, the video maintains, demonstrate that 80% of the world's tap water contain these fibers. Scientists interviewed in the film, while agreeing that more research is necessary, believe that chemicals bound to these fibers could be toxic to humans. With plastic surrounding us everywhere we look, the public can feel like there is no escape! 

With their dramatic soundtracks and interviews, these documentaries can certainly get people mobilized to push for meaningful change. Yet they can also erode trust and authentic communication between the community, local governments and their water utilities, especially if the concerns are based on incomplete knowledge.

The trick perhaps is to first acknowledge that any kind of public water awareness, no matter how it comes about, is essentially a good thing. Indeed, according to this EPA fact sheet on communicating with customers about contamination, every contact with the public provides an opportunity to build up public trust, develop closer ties, explain your utility's commitment to delivering safe water, prepare the public for future communication and gain support for investment in their water system.

At the same time it is important to know that whether or not these films play a significant role in public perception, results from recent polls show that Americans are increasingly becoming more concerned about water quality issues. Many utility personnel field water quality concerns from their customers on a daily basis already, so being prepared with good information and a positive attitude can go a long way in staying calm through a public relations storm, or just as inquiries increase over time. The AWWA has a helpful toolkit for talking honestly and openly with your community about difficult issues such as lead contamination.  

In the meantime, you can get ahead of the game by anticipating questions that your customers might have about their water, where it comes from, and who is in charge. Here is a list of recent water documentaries (with links for watching if available) that may be weighing on your customers minds lately. 

  • Water & Power: A California Heist This films explores competing interests in California's groundwater reserves and the privatization of water.
  • Troubled Water This film investigates drinking water contamination in communities across the country.
  • Liquid Assets This film tells the story of our water infrastructure
  • Tapped This film examines the role of the bottled water industry and its effects on our health, climate change, pollution, and our reliance on oil.
  • The Water Front This film explores issues of affordability and changing neighborhoods, as well as the strengths and limitations of community activism.
  • Flow This film asks the question: Can anyone really own water? 
  • Nova: Poisoned Water  This NOVA series uncovers the science behind corrosion control and lead in pipes.
  • Parched This National Georgraphic water series treats a variety of topics including affordability, lead in pipes, PFAs/C-8 contamination, rooftop water tanks and more.
  • Beyond the Mirage This film focuses on drought, growth and the future of water in the West.
  • Written on Water This film shows innovators in Olton, Texas who fight to keep their town alive against the decline of the Ogallala Aquifer. 

Finally, it is hard to not get overwhelmed by the sense of despair that such documentaries can sometimes produce. However, this documentary produced in 2011 by the Alliance of Indiana Rural Water takes a more positive spin on how states and towns can tackle water quality challenges a little bit at a time to add up to significant improvements for all. 

Featured Video: Formulate Great Rates

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If you're a utility manager or a member of a water utility board, there's a good chance you've had to deal with utility rates at some point. If not, there's an even better chance that a rate-setting conversation is in your future. As the nation's infrastructure ages, many communities are coming to terms with the fact that their utility rates have been too low to allow for replacement costs. Whether you've been forced into an expensive repair by a catastrophic failure or simply know a major piece of your infrastructure is living on borrowed time, you may have no choice but to consider a rate hike and other fundraising measures. But even if your position is not that dire, utility rates have to respond to many complex factors including inflation, fluctuations in number of customers, and changing water treatment standards.

If the whole thing sounds overwhelming, you're not alone. The Rural Community Assistance Partnership (RCAP) has produced several resources to guide utilities through this process. Their handbook Formulate Great Rates provides guidance for small communities that need to conduct water system rate studies. They also recorded a 2-part companion webinar for the handbook, the first video of which is linked below. The webinars are presented by RCAP experts with experience in rate-setting and help explain some of the more challenging sections of the handbook. This first webinar is about half an hour long.


Formulate Great Rates: A webcast on setting rates in small-community utilities (Part 1) from RCAP on Vimeo.

If you need more help understanding the handbook, or need a hand with rate-setting in general, RCAP's regional partners offer technical assistance for rural communities. You might also want to check out the Environmental Finance Center's rate dashboards.