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AWWA G420-17

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Communications and Customer Relations

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The purpose of this standard is to define the minimum requirements for establishing an effective communication and customer relations plan for a water and/or wastewater utility. An effective plan enhances the general public perception of the utility through frequent and focused communication with utility customers and stakeholders. Among the many benefits of a communication and customer relations plan are increased understanding and support of sustainable rate structures; greater tolerance for service interruptions; better cooperation to keep construction projects on schedule; and improved response to customer-billing issues, resulting in timely payment of bills. This standard can be referenced in establishing and maintaining an effective communication and customer relations plan for water and/or wastewater utilities. Because each utility’s issues, audiences, and organizational structure are unique, this standard provides broad guidelines. Referencing these guidelines, a utility should thoughtfully and strategically design a communication and customer relations plan that meets the utility’s needs.

SDO AWWA: American Water Works Association
Document Number G420
Publication Date Jan. 1, 2017
Language en - English
Page Count
Revision Level
Supercedes
Committee
Publish Date Document Id Type View
Jan. 1, 2017 Revision