Future Shock in Customer Service

摘要

Water utilities in the United States are under tremendous pressure on several fronts. To meet water quality regulations and security measures, utilities must make major capital investments. Meanwhile, population shifts are putting different strains on many utilities. In rapidly growing areas, demands for new sources of supply and expanded infrastructure require yet more capital. In many older areas, aging infrastructure requires attention, but revenue bases are dwindling. However, some challenges will be universal. These financial and demographic pressures will continue into the foreseeable future and will force water utilities to rethink customer service.