Customer Focus

Abstract

Customers are at the center of each story in this month's Journal AWWA. Whether domestic, commercial, industrial, or institutional—water customers are taken to represent all water consumers in a service area. Customers should receive direct communication from utilities, and they likewise should be able to provide direct feedback through customer service. While the water industry must protect every single water consumer, young and old, even if they never see a bill, one can view the industry's focus on two overriding goals: regulatory compliance and customer satisfaction. Through political change, climate change, and even worldwide pandemics, water systems must deliver services that meet all regulatory requirements and customer needs. To complete the cycle, water systems must then be paid enough by customers to cover the cost of those services, sometimes with federal or state support, so that the cycle can continue. This means that utilities keep their customers top of mind in the decisions that affect them. The first story in this issue explores how households—especially low-income customers—can be sensitive to changes in water bills. As discussed, minor rate increases can have dramatic effects on customer budgets, which have been especially constrained in today's high-inflation environment. Water costs will continue rising, so water utilities need to position themselves to protect their customers from rate shocks and promote affordability, along with wise water use. Another feature this month describes how utilities use sophisticated models to anticipate and avoid complex damage to water distribution systems. Resilience analysis can develop optimal emergency responses to ensure that customers maintain safe water supplies or that services are restored as quickly as possible. These models can also help utilities achieve equitable resilience by considering socioeconomic vulnerability. Similarly, another feature presents how water safety plans (WSPs) can provide ways to augment public health protection and prioritize hazards. Where a risk to public health exists that crosses many processes and responsibilities within a public water system, a WSP can integrate those factors into a more effective risk management program. Another article this month highlights the importance of public communication and how local newspapers still play an important part in how utilities connect with their customers. News coverage can raise public concern, motivate public action, and soften public resistance to the investments needed for safe and reliable water service. Taken together, all the articles in this month's issue show how the water systems can improve their customers’ experience and strengthen their community support. Please consider writing an article for Journal AWWA to share your innovative ideas or management approaches by contacting me at [email protected].