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Project #2692

Understanding and Enhancing the Impact of Customer Confidence Reports

$331,148
Completed
Principal Investigator
Jeff
Lazo
Research Manager
India Williams
Contractor
Abt Associates, Inc.
Utility Management
Customer Relations & Stakeholder Engagement
Constituents of Emerging Concern (CECs)
Final Report

Abstract

Evaluates the impact and effectiveness of utility communications required by the Consumer Confidence Report (CCR) program. Includes researching customer perceptions about their drinking water utility, customer understanding of current and emerging water utility issues, and effectiveness of the utility communication program. Also considers communications about arsenic. Research partner: EPA. Published in 2004.