AWWA JTMGT64446

Charleston Water System (CWS) is a publicly-owned utility that provides water and wastewater services to the City of Charleston, South Carolina and nearby areas. A nationally-recognized leader, it is the first U.S. water/wastewater utility to earn certification from the International Organization of Standardization (ISO) for the implementation of an Environmental Management System (EMS) under ISO 14001. Like many utilities, Charleston Water is facing a growing need for infrastructure rehabilitation and replacement investments along with having to provide future capacity to serve the growth associated with a robust economy. The increased investment results in taking on additional debt and rate increases. This paper describes how Charleston Water System has effectively parlayed its successful continuous improvement program, by virtue of an effective communication plan, into a $180 million capital improvement program and rate increase schedule that has been accepted community-wide. The bonus benefit was a bond rating upgrade resulting in an estimated savings range of $2.4 to $7.2 million in finance charges over the life of the loan. EMA worked with CWS to deliver training and presentation development assistance. A proven, systematic way to analyze and select the most effective communication method and craft essential messages was used to tell the utility's story. This paper discusses the general finance strategy, the communication approach and the results achieved. The communication approach is broadly applicable and very effective for critical and/or complex communications with tangible outcomes.