AWWA IMTECH64711
Pilot Study for the Integration of Customer Feedback into Online Early Warning Systems
Conference Proceeding by American Water Works Association , 03/01/2007
Whelton, Andrew J.; Dietrich, Andrea M.; Gallagher, Dan L.; Roberson, J. Alan
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Full Description
This slide presentation outlines a pilot study on the integration of customer feedback into online early warning systems. Over the last 20 years, utilities have
used customer feedback to detect
water system problems. The presentation focuses on the WITAF-AwwaRF Project #3140, with the purpose of
determining whether capture
and analyses of
customer feedback can
be integrated into a water quality
and infrastructure
monitoring tool. Thirteen utilities participated in the study and the methods included: onsite utility visits and
staff interviews; analyses of utility
customer feedback data; and,
literature review. Results indicate that between 1990-2005, 21 water system
incidents were detected due to
customer feedback warnings. Includes tables, figures.
