Changing customers’ expectations Changing customers’ expectations in the water industry in the water industry Scott J. Rubin Public Utility Consulting 3 Lost Creek Drive Selinsgrove, PA 17870 (717) 743-2233
Water customers want … Water customers want …
SPAM? SPAM? N Safety N Participation N Affordability N Management
Safety Safety “What is the most important thing you want your local water utility to do or to provide?” Reasonably All other priced water Safe, clean 15% 6% water Customer service 74% 5% Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)
Participation Participation “How much more input should the public have in decisions made by the local water utility?” 60% 50% 40% 30% Public Utilities 20% 10% 0% A lot A lot A little A little Have Have Don't Don't more more more more enough enough know know Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)
Affordability Affordability Percent of customers in Pa. paying more than 2% of household income for water (Investor-owned systems, by system size) > 100,000 > 100,000 10-100,000 10-100,000 1-10,000 1-10,000 500-1,000 500-1,000 100-500 100-500 < 100 < 100 0% 5% 10% 15% 20% Source: Rubin, Are water rates becoming unaffordable?, JAWWA Feb. 1994
Management Management “How much does your water utility care about …” (1 = Doesn’t care at all; 5=Cares a great deal) 2.9 Informing customers Informing customers 3.3 Customers Customers 3.4 Environment Environment 3.6 Service Service 3.6 W ater quality W ater quality 3.7 Image Image 4.1 Making money Making money 1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0 Source: Hurd, Consumer Attitude Survey on Water Quality Issues (AWWARF 1993)
You can’t get SPAM without the CAN
CAN? CAN? N Commission N Action N Needed
What CAN a Commission do? What CAN a Commission do? N Link rates to quality & safety of service N Expand ability of customers to participate N Protect low-income water customers N Look at how utilities treat their customers
Recommend
More recommend
