AWWA G420-09

This standard describes critical requirements for establishing an effective communications and customer relations plan for a water and/or wastewater utility. An effective plan enhances 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 timely payment of bills by customers.