AWWA conference to focus on the Utility/Customer Relationship

摘要

The relationship between utilities and their customers is changing—customers are simply becoming more demanding. As Gary Westerhoff notes in his book The Evolving Water Utility, "The utility may come to exemplify a new business model in which customers are citizen stakeholders who will pressure politicians to make changes in the best interest of public health." He also believes that customers can be expected to ask politicians (and to pressure utilities directly) for new and upgraded water services, all at a lower cost.