Customer Outreach, the ‘Water Academy’ Tour

Can a behind-the-scenes water and wastewater utility bus tour really change people’s perception about their utility? Here are the questions those customers keep asking us: Why are my water rates increasing? What is my utility doing about recycled water? What are the alternative water sources? Most people do not understand what it takes to operate and run water and wastewater utilities or how water and wastewater industry leaders are planning for the future water, wastewater, and recycled water supplies. Customers only see their water bills rising or operators standing outside looking at a hole in the ground or someone in a blue uniform parked along the street. Can a first-hand experience attending a free ‘Water Academy’ tour really change their view of us? After taking a trip through our operations, customers were enlightened to learn about the complexities of maintaining reliable water and wastewater services.Most people really do not know where their water comes from, or the relationship between water quality and environmental regulations; and some have no idea what the terms “desalination” or “reclaimed water” mean. In San Marcos, most people do not realize that our water supply is one hundred percent imported from hundreds of miles away. Regardless of use, water rates will continue to rise and utilities have to show what really drives those rates such as aging infrastructure, rising treatment costs, increasing energy costs, investing in new supplies, and environmental protection. For customers, the bottom line is what matters most. Utilities have to continue to show the public how they provide high quality, reliable service at the lowest possible cost with prudent financial decision making.Without highly trained staff, reliable water and wastewater service would not be possible. The Water Academy highlights the importance of Vallecitos Water District’s workforce from its Board of Directors, to management, down to trained and certified staff. Explaining all of their roles is an integral part of changing public opinion of how utilities operate. Therefore, it is important to show how water and wastewater specialists have to be experts in their field in order to operate pump stations, reservoirs and sewer systems.This is the goal of the ‘Water Academy.’ The free all-day educational ‘Water Academy’ tour can show the public how the District’s service reliability and customer service are top priority. Providing continuous outreach and education to customers on issues and topics that impact the services are crucial, and enabling the public to understand our role in delivering their water is just as important. During the charter bus tour, customers can see pictures of tanks and wastewater treatment plants, but until they step on the surface of a 40 million gallon, concrete reservoir or see face-to-face a water reclamation facility, they cannot really get a clear picture or perspective of the magnitude of water and wastewater systems. Of course, security and money are concerns when planning a large public utility tour. However, the benefits of this event far outweigh the costs.With the availability of water sources in California continuing to be a challenge, ending full dependence on the imported sources to increase sustainability is a goal that the District hopes to reach. Educating the public through the ‘Water Academy’ allows customers to ask questions and gain insight and understanding on how Vallecitos Water District is sustaining deliveries today to improve deliveries tomorrow.