This research found that capture and analysis of
customer feedback about water quality, quantity, aesthetics,
illness, and security can be an effective early
warning system for monitoring water quality, process
control, and infrastructure access. Interviews with utility
workers and a review of published literature revealed
that customers reported more than 82 incidents related
to water treatment process failures, system intrusions,
and accidental and intentional contamination.
However, not every utility has established a comprehensive
process for collecting, organizing, storing,
tracking, and reviewing customer feedback. The lack of
standardized terminology and effective data management
limits the potential of customer feedback as a tool
for monitoring water quality and alerting the utility to
infrastructure concerns. Because they are located
throughout the distribution system and are "on call"
24/7, customers can provide an early warning of potential
problems. By improving the processes for handling
customer complaints and concerns, utilities will gain
not only a better understanding of water quality but a
valuable resource for safeguarding supplies. Includes 56 references, tables, figures.
| Edition : | Vol. 99 - No. 11 |
| File Size : | 1
file
, 660 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 15 |
| Published : | 11/01/2007 |
