Changing a Risk-Averse Culture

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How do you shift a risk-averse culture to adopt new thinking? In a recent WaterSide Chat, WaterSmart featured three industry leaders who have earned reputations for being innovators in the water industry: Patricia Mulroy, Ed Archuleta, and George Hawkins. While they ran very different utilities facing their own unique challenges, each leader tackled change and attributed their achievements to collaborative management approaches internally, while emphasizing the value of forming partnerships externally.

[bctt tweet=”Each leader tackled change by emphasizing the value of forming partnerships externally.” username=”getwatersmart”]

When Hawkins first started with DC Water (he recently retired as General Manager and CEO), the organization faced low customer satisfaction and virtually no stakeholder support. He recognized the importance of communication between customers, staff, engineers, and local politicians. Hawkins set out to change company communications and took on his employees’ priorities as his own. As Hawkins put it, “they had to understand, change … see more

The surprising numbers behind mobile device usage

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For most Americans, owning a mobile phone isn’t a want or a need, but rather a must. According to Pew Research, over 95% of Americans own a mobile phone, two thirds being a smartphone. In fact, even Pew has strayed from landline surveys and now targets mobile outreach. Communication happens on those 5” touch screens more and more frequently, with no signs of slowing down.

Water utilities are already recognizing the importance of being able to communicate with their customers via mobile phone, though many struggle to obtain these numbers. A recent finding by the WaterSmart Software development team discovered that many water utilities don’t realize the volume of mobile phone numbers they already store. While testing the phone number validation tool, a feature of our Group Messenger Module, the team ran a trial on a current utility customer’s database, expecting to find 25-30% of the contact numbers … see more

The Best of WaterSide Chats

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Over the past several years, WaterSide Chats have evolved into a powerful channel through which WaterSmart communicates to the public. It’s our way of discussing developments in the water industry; we explore innovative technology, new types of thinking, or opportunities for advancement by way of customer service, payment performance, or a utility’s community perception. Our WaterSide Chats have taken many different forms. We’ve gathered industry leaders, water utility veterans, tech wizzes and policy pros, all with the hopes of leaving viewers with that “aha” moment, where a quote or a slide or a statistic may leave them thinking about the value of water and how technologies available today can be an empowering tool for the advancement of resiliency in the industry.

We’ve rounded up some of our favorite WaterSide Chats to reflect on themes that are still relevant. This is an opportunity to dig into innovation and thought leadership occurring … see more