AWWA JAW65355

This research found that capture and analysis ofcustomer feedback about water quality, quantity, aesthetics,illness, and security can be an effective earlywarning system for monitoring water quality, processcontrol, and infrastructure access. Interviews with utilityworkers and a review of published literature revealedthat customers reported more than 82 incidents relatedto water treatment process failures, system intrusions,and accidental and intentional contamination.However, not every utility has established a comprehensiveprocess for collecting, organizing, storing,tracking, and reviewing customer feedback. The lack ofstandardized terminology and effective data managementlimits the potential of customer feedback as a toolfor monitoring water quality and alerting the utility toinfrastructure concerns. Because they are locatedthroughout the distribution system and are "on call"24/7, customers can provide an early warning of potentialproblems. By improving the processes for handlingcustomer complaints and concerns, utilities will gainnot only a better understanding of water quality but avaluable resource for safeguarding supplies. Includes 56 references, tables, figures.

Product Details

Edition:

Vol. 99 - No. 11

Published:

11/01/2007

Number of Pages:

15

File Size:

1 file , 660 KB