AWWA IMTECH64711

This slide presentation outlines a pilot study on the integration of customer feedback into online early warning systems. Over the last 20 years, utilities have used customer feedback to detect water system problems. The presentation focuses on the WITAF-AwwaRF Project #3140, with the purpose of determining whether capture and analyses of customer feedback can be integrated into a water quality and infrastructure monitoring tool. Thirteen utilities participated in the study and the methods included: onsite utility visits and staff interviews; analyses of utility customer feedback data; and, literature review. Results indicate that between 1990-2005, 21 water system incidents were detected due to customer feedback warnings. Includes tables, figures.