Customer satisfaction means to provide
“reliable, responsive, and affordable services
in line with explicit, customer-accepted
service levels.” It includes receiving
“timely customer feedback to maintain
responsiveness to customer needs and
emergencies.” Foundation resources can
assist utilities to:
Continuing Foundation Research—Product Quality
The overriding mission of every drinking water utility is to protect public health. One could argue that each of
the ten attributes must be maintained in a water utility to meet the mission of public health protection.
Some ongoing Foundation projects that acknowledge public health protection as the project driver include
• “Effective Microbial Control Strategies for Main Breaks and Depressurization” (Kirmeyer,
project #4307) will provide a technical basis for a new/revised AWWA standard for utilities to consider
when managing the risks associated with main break and depressurization events to protect public
• “Collaborating on CDC’s Epidemiological Study-Effective Microbial Control Strategies in
Response to Main Breaks and Depressurization” (project #4390), supports an ongoing Centers for
Disease Control epidemiological study to ensure a water industry perspective by providing additional
sampling and analysis of hydraulic and other water quality parameters.
• “Identifying Gaps in Understanding the Benefits/Costs of Boil Water Advisories as a Public
Health Protection Measure” (Raucher, project #4385) will evaluate the use, variability, and
effectiveness of boil water advisories, define the costs and benefits of boil water advisories, identify
gaps in understanding the costs and benefits, and define methods to document benefits and costs and
maximize the advisories’ effectiveness.
• “Acute Health Effects of Chloramine Use in Drinking Water” (Pleus, project #4320) will synthesize
existing knowledge on the acute human health effects associated with exposure to chloraminated water,
discuss these with respect to possible public health impacts for future communication and management
efforts related to monochloramine use in drinking water, and identify the path forward to better inform
our understanding regarding possible acute health effects of exposure to chloraminated drinking water.
The Foundation recently funded 15 projects under the strategic research initiative, Distribution System
Water Quality, to investigate a variety of issues to optimize water quality in distribution systems ranging
from chloramine dynamics, DBPs, and nitrification modeling, to sulfate reducing bacteria and biofilms. The
published report Lead and Copper Corrosion in New Construction was part of this portfolio.
Projects funded under the Foundation’s strategic research initiative, Endocrine Disruptors/Pharmaceuticals and
Personal Care Products (EDCs PPCPs), will result in tools to establish drinking water treatment strategies for
EDCs/PPCPs and to develop appropriate risk communication strategies.