scope:

This standard covers the essential requirements to effectively manage communications and customer relations.

Purpose

The purpose of this standard is to define the minimum requirements for establishing an effective communications 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 communications with utility customers and stakeholders. Among the many benefits of a communications 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.