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“Utility managers kept telling us that the water
would meet all applicable regulations and that there
was nothing to worry about. However, there was no
clear plan to address water quality risks, unknowns, or
newly discovered contaminants”
Water quality concerns have been a catalyst for opposition on
past Water Supply Replenishment projects. Concerns arise from
the connection that people make between the water source and
final water quality, and from being repulsed by the idea of drinking
water that came from the toilet. Concerns can also arise because of
the utility’s behavior with respect to water quality management and communications. The utility must lead a meaningful dialogue that begins with its water quality commitments, communicates water quality risks, describes water purification capabilities, emphasizes testing, and addresses new/unknown contaminants. In short, this dialogue must constantly remind audiences that the utility’s diligence and investment are the source of quality, not the physical source of the water.
This trust building objective helps the utility create water quality confidence by helping it become the “trusted source of quality.”
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