18138_Authority_Feb

6 The Authority | February 2025 T he K ey to C hester W ater A uthority ’ s S urvival : F ull E ngagement By Catherine Miller Chester Water Authority In a time when privatization looms as a possible future for all public utilities, maintaining transparent communication with the public is not just a strategy - it’s a necessity. Public utilities can no longer rely solely on traditional media or the assumption that the quality of their products and services will speak for itself. Engagement with ratepayers and the public must be an active and consistent process. Chester Water Authority (CWA) has worked hard to create a direct communication network with our ratepayers and the local community. By participating in public forums, local organization meetings, using email newsletters, social media platforms, websites, yard signs, videos, animations, magnets, sponsored events, community events, billing inserts and even billboards, we keep our customers informed and involved. Constant and frequent contact with the public are key elements that ensure our customers know exactly what is happening with the CWA — whether it’s new developments, hostile takeover attacks, legal challenges, ongoing capital projects, or issues that may affect their service. Our ratepayers are our owners. With that ownership, ratepayers have a vested interest in the success and sustainability of the CWA, and we have a responsibility to them. A win for CWA is a phenomenal win for the ratepayers. A loss for CWA is a devastating loss for them. Our communication efforts go beyond just updates; we’ve invested significant time, resources and energy into countering Big Water’s flood of misinformation and disinformation. We provide our customers with the facts and encourage them to ask tough questions to their elected officials. Because of this, our ratepayers stay vocal and regularly contact their local supervisors, council members, representatives and senators - becoming the "squeaky wheel.” This ensures our community remains informed, actively involved, and CWA stays at the forefront of their representatives’ minds. Our ratepayers have traveled by bus to the PA State Capital to speak to elected representatives face-to-face. While traditional media, such as news outlets, still play a role in spreading information, CWA recognizes that they don’t always tell the complete story or tell it often enough to resonate across our service area. That’s why we’ve taken matters into our own hands, issuing our own press releases and Letters to the Editor from board members, and encouraging our ratepayers and local activist groups and advocates to do the same. Public utilities cannot be afraid to be out front and proud to share their accomplishments and ask for local support for their mission and vision. The Importance of Being Visible This is not the time to be the unsung hero. For years, public authorities like CWA have operated in the background, quietly providing essential water services. Many authorities operate under the assumption that if they do their job well, their competence and accomplishments will naturally be recognized. But in today’s world, this approach is no longer enough. If we want to keep public utilities under public control and prevent privatization, we need to raise our profile and ensure the public sees, understands, appreciates, and is actively engaged in the positive and critical work we do to bring life, health and business sustaining water to our service area. A beloved and highly respected water authority with a long and strong history of high performance and service quality is not immune from In a time when privatization looms as a possible future for all public utilities, maintaining transparent communication with the public is not just a strategy - it’s a necessity. Continued on page 59.