Project #4366

Defining a Resilient Business Model for Water Utilities

Principal Investigator
Research Manager
Mr. Jonathan Cuppett
University of North Carolina at Chapel Hill
Utility Management
Rates & Revenue
Customer Relations & Stakeholder Engagement
Risk Assessment


This project helps utilities address the challenges of revenue gaps, which are exacerbated by rising customer expectations, declining water consumption, aging infrastructure, and necessary integration of utility finance functions with asset management, environmental justice, risk management, and other initiatives. The products of this project lay the groundwork for a shift in thinking by utilities to modernize financial and management practices by strengthening linkages among systems, processes, and decision-making practices. In addition to the research report, the project produced the following products: (1) a Revenue Risk Assessment Tool and Customer Assistance Program Cost Estimation Tool available under Project Resources/Web Tools, (2) three videos that summarize the project results available under this project description, and (3) Chapters 1 to 4 of the report as standalone documents under Project Resources/Project Papers. The Customer Assistance Program Cost Estimation Tool was updated in 2021, and version 2.0 is posted below. Research partner: EPA. Published in 2014.

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