AWWA INF52180

Discriminating technical analysis and rigorous customer consultation have been the key elements in the development of a Water Distribution System Master Plan for the City of Lethbridge, Alberta, Canada. As part of an overall Underground Infrastructure Master Plan, the City formed a strategic alliance with Stantec Consulting Ltd. to assist with the long-term planning, management, and operations of the water distribution, sanitary sewage collection, and storm water collection systems. The key elements of the planning study included: the development of a water distribution system model to assist in creating a city-wide understanding of the distribution system; condition assessments and data collection; planning and growth assessments; obtaining customer input to help in defining Level of Service standards to be met or exceeded during water delivery; and systems analysis and improvement alternative identification. Of critical importance was the public involvement process. Through a formal process of social learning which included the use of such tools as customer surveys, public meetings, open houses and customer focus groups, the City of Lethbridge successfully engaged its residential, commercial, industrial, institutional, and internal customers such that their expectations regarding levels of service were clearly defined and in turn were used to determine which improvement alternatives were required. This paper discusses the approaches used in guiding a focused master plan project team, in creating an effective system analysis model, and in engaging the customer in infrastructure issues during the development of a Water Distribution System Master Plan. Includes table, figures.