AWWA ACE91110

For large utilities that serve many communities, community relations can be a challenge. The New Jersey-American Water Works Service Company serves 33 communities. This paper describes the company's various efforts at community relations, focusing on two: Mayors Breakfast and Personal Representative programs. The Mayors Breakfast was only partially successful because there was little continuity in attendance; tight schedules and last minute commitments made it difficult for community leaders to attend on a regular basis. The personal representative program has been more successful. In this program, each member of the company's management team was responsible for establishing a personal, consistent, one-on-one relationship with a large customer or community leader. Personal relationships already in place, geography, and natural ties (such as customer service team members for large customers) were considered when assigning team members to a community leader. At least one pro-active contact was to be made per quarter. Each contact with the community leader or large customer CEO was recorded; this assured contacts were being made consistently and allowed a means for identifying important issues.

Product Details

Published:

01/01/1991

ISBN(s):

089867591X

Number of Pages:

7

File Size:

1 file , 220 KB