Poor accessibility of water utilities’ consumer confidence reports
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.