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AWWA G420-24 Communication and Customer Relations, 2024
- Foreword [Go to Page]
- I. Introduction. [Go to Page]
- I.A. Background. The AWWA Utility Management Standards Program is designed to serve water, wastewater, and reuse utilities—hereafter, the water sector—and their customers, owners, service providers, and government regulators. The standards developed under [Go to Page]
- I.B. History. The first edition was approved by the AWWA Board of Directors on June 14, 2009. A subsequent revision to ANSI/AWWA G420 was prepared by the AWWA Standards Committee on Communications and Customer Relations and was approved on Jan. 14, 2017. [Go to Page]
- I.C. Acceptance. There is no applicable information for this section.
- II. Special Issues. [Go to Page]
- II.A. Advisory Information on Application of Standards. This standard includes only those requirements that are limited exclusively to establishing effective communication and public relations for operation and management of a drinking water or wastewater
- III. Use of This Standard. It is the responsibility of the user of an AWWA standard to determine that the products and provisions described in that standard are suitable for and compatible with the user’s intended application being considered. [Go to Page]
- III.A. Options and Alternatives. It is anticipated that options and alternatives to this standard may be identified during the pilot process. [Go to Page]
- III.B. Modification to Standard. There is no applicable information for this section.
- IV. Major Revisions. Major revisions made to the standard in this edition include the following:
- V. Comments. If you have any comments or questions about this standard, please call AWWA Engineering and Technical Services at (303) 794-7711; write to the department at 6666 West Quincy Avenue, Denver, CO 80235-3098; or email at standards@awwa.org.
- AWWA Management Standard
- SECTION 1: GENERAL
- Sec. 1.1 Scope
- Sec. 1.2 Purpose
- SECTION 2: REFERENCES
- SECTION 3: DEFINITIONS
- SECTION 4: REQUIREMENTS
- Sec. 4.2 External Communication (Nonemergency and Noncrisis)
- Sec. 4.3 Internal Communication (Nonemergency and Noncrisis)
- Sec. 4.5 Customer Service
- Sec. 4.6 Customer Accounts Management
- Sec. 4.7 Customer Strategy and Satisfaction
- Sec. 4.8 Community Education and Involvement
- Sec. 4.9 Utilizing Social Media for Water and Wastewater Utilities
- SECTION 5: VERIFICATION
- Sec. 5.1 Documentation Required [Go to Page]
