Poor accessibility of water utilities’ consumer confidence reports

Written By Sri Vedachalam

Dr. Sri Vedachalam and William Nicholas recently published a peer-review paper detailing the poor accessibility of water utilities’ consumer confidence reports.

Here are some key highlights:

  • Water systems annually issue consumer confidence reports (CCRs).

  • Current CCRs poorly communicate risk and safety information.

  • We analyzed 268 CCRs for accessibility along three dimensions.

  • Utilities of all sizes, customer demographics, and geographies scored poorly.

  • Accessible and easy to understand CCRs are needed to build customer trust.

Sri Vedachalam
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