Columbia Water serves 375,000 customers in the greater Columbia, South Carolina, area. They were experiencing an increase in negative community and media attention due to unexpectedly high-water bills or bills that fluctuated month-to-month. Their solution was to create a program that proactively engages customers providing information on billing, meters, and water quality. The goal is to give customers the tools they need to understand the water system, the billing process, and the impact that leaks can have on their bills. They are engaging the community through videos, booklets and other materials, and public meetings.

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Jennifer Satterthwaite

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