Insights

Unlike many utilities, they are burdened with more than $950 million in long-term debt. BWWB’s commitment to reduce its long-term debt by 25% over the next decade is definitely unique.

Raftelis worked with Gwinnett County Department of Water Resources to examine how best to assist customers that regularly have service locked off due to non-payment.

Check out this guide outlining the importance of roles, values, and different perspectives in creating effective governing bodies.

Determining the value of a utility system is something we’re being asked to do more and more. When someone is thinking about this, we often hear, “Is it worth what it cost to build with some deduction for the passage of time and “wear and tear”? Or is it only worth what someone can borrow from the revenues left over?” Often the answer is, “It depends.”

Anxiety. Excitement. Dread. Opportunity for impact. These are just a sampling of responses I’ve collected when asking workshop participants to share the word or feeling that comes to mind when they imagine themselves starting a brand new project.

When John Tecklenburg was elected Mayor of Charleston, South Carolina in 2016, he set an ambitious goal for city government—to create a culture of innovation that empowers employees to make impactful improvements to municipal services. To meet this goal, the mayor and city staff developed and executed a dynamic innovation and process improvement program that focused on systematically building expertise and capacity within city government while partnering with management consultants at Raftelis to tackle large-scale organizational initiatives.

We know engaging marginalized communities is essential, and when done well it leads to better decision-making, empowered community members, and stronger ties between the local government and the people it serves. Engaging marginalized communities means listening first, and then developing a comprehensive plan that is adaptable and flexible.

Check out the recording of this webinar as we share real utility examples and hear how we’ve uncovered billing system issues, major process gaps in data entry, and even employee fraud. In this webinar, Raftelis' Keith Readling, Chris McPhee, Jennifer Tavantzis, and Katie Cromwell will show you how a deep dive into your data can result in higher revenue for the utility, a better customer experience, and the answers you are seeking.

Raftelis turned 28 this year in the midst of our transition to working in a post-Covid world. Like many of our clients, we’re finding that work is evolving. In some ways, we’ve leapt forward years beyond where we’d be without a disruptive pandemic, but some things have definitely remained the same.

Did you know that more than 80% of us are visual learners? Yet, our standard meeting structure is to get a bunch of people in a room or online and talk. Sometimes we include a presentation slide deck, but the slides are often just text with an image or two. Studies show that visual images combined with text, increases memory retention up to 89% (Robert Horn, Stanford University). Before you suffer through yet another lengthy Zoom meeting, consider that there is a better way.

It is the first time in our current workforce’s history that a significant chunk of federal funding will be flowing to local governments and public water utilities in the form of grants. For many organizations this is a huge opportunity, but getting the most out of it will require an understanding of the options.

You know ARPA funding is coming soon, and you have a sense of what’s available, but your city council has big ideas and so does your staff. Regardless of your situation, pushing pause and using a process can help you prioritize so you can set your organization up to thrive.

Not every COVID-19 related need is eligible for ARPA funding, and there are strict timelines. A needs assessment can be aligned with an eligibility matrix to spring you forward on a funding strategy.

Significant numbers of water customers have not paid their bills for months, and some for more than a year. Now there is more than $1 billion in aid coming to help these customers balance their accounts, but utilities will need to advocate for and connect to this assistance.

Introducing the Low Income Household Water Assistance Program (LIHWAP) – what’s next for water and wastewater utilities?

Cities and counties are beginning to get a better sense of what the $1.9 trillion American Rescue Plan Act will mean to them. Knowing direct aid is coming helps ease anxieties after a full year of pandemic response and revenue shortfalls. Making smart choices to maximize this much-needed funding is now the focus.

Check out the recording of this webinar where we discuss how to make your water quality report more accessible and understandable to more audiences.

If you talked with the police officers of Gilroy, California, in 2014, they would have told you their community had changed. Midday was no longer a quiet time, and while the late-night bar rush was still there, it didn’t feel any more rushed than a Saturday at the Gilroy Premium outlet mall.

As utilities juggle soaring delinquent customer bills, increasing operating costs, and overcoming the costs associated with COVID and natural disasters in some states, the federal government has enacted the American Rescue Plan Act of 2021.

Water connects us all, and for New Jerseyans, Jersey WaterCheck is now their connection to New Jersey’s water.

There has been a lot of retirements and transitions within local governments and utilities, which means plenty of positions to fill. If you are going after one of these openings, we have some insights into ways you can prepare for your big job interview.

2021 is an election year for many municipalities, and that means a new crop of elected officials. If elections are on the horizon, we have some ideas on how to orient newly elected officials and to make the work of governing more collaborative.

More than 30 organizations and individuals in the water sector submitted entries for EPIC's Water Data Competition, which was aimed at improving the EPA-mandated Consumer Confidence Report (CCR). Raftelis is the top prize winner with our website and accompanying PowerPoint entry.

The most recent COVID-19 spending bill allocated $638 million to the U.S. Department of Health and Human Services (HHS) to carry out a Low-Income Household Drinking Water and Wastewater Emergency Assistance Program. Money will be coming through the states, but what can utilities do to understand how this program is structured, advocate for their customers, and get their fair share of this funding?

Check out the recording of this webinar where we review the survey results and speak to three major utilities - WSSC Water, Tucson Water, and Gwinnett County Water Resources Department - who share experiences that can help you navigate your own journey.

Regionalization, collaboration, and resource sharing between public agencies is an effective way to achieve good outcomes for constituents.

New and infill development has changed significantly over the past few years. High-density residential and multifamily housing has challenged the typical method for applying system development charges (SDCs). ). The approaches described in this guide demonstrate some proven ways of addressing new development.

  Authors: Rocky Craley and Catherine Carter Central Arkansas Water uses consolidation as a winning solution for both sides Central Arkansas Water (CAW) provides water service to a population of about 450,000 people in the Little Rock and North Little Rock greater metropolitan areas. Maumelle Water Management (MWM) is an improvement district providing water and […]

Join us as we discuss how to integrate your strategic plan into the fabric of your organization to guide your initiatives and accomplish your goals.

Authors: Darin Thomas and Townsend Collins Doing more with less is the reality for today’s water and wastewater utilities. Across the country and amid increasing regulations, increasing public expectations, and an ever-increasing list of emerging contaminants, public utilities are working to maintain their affordable services while protecting public health and the environment with very little […]

When it comes to effective communications, most utilities and public sector agencies have the implementation part down to a science. In fact, we sometimes get so excited to execute, we forget one important, first step: assessment. This tool can help ensure your efforts are efficient, targeted and successful. Take a look and let us know if we can help you further.

Strategic cash reserve policies can help utilities mitigate risk and reduce rate increases while maintaining financial and operational stability.

The final article of our four-part series on water affordability is available in WaterWorld Magazine. This installment discusses the future of water affordability programs.

The third article of our four-part series on water affordability is available in WaterWorld Magazine. This installment discusses lessons learned from the gas and electric utility industry.

We’re excited to share the second of four articles written by Raftelis staff members Henrietta Locklear, Katie Cromwell, and Kevin Kostiuk on the topic of utility rate affordability for WaterWorld Magazine. Check out the article here. For more information, please contact Henrietta Locklear at hlocklear@raftelis.com.

We’re excited to share the first of four articles written by Raftelis staff members Henrietta Locklear, Katie Cromwell, and Kevin Kostiuk on the topic of utility rate affordability for  WaterWorld Magazine. Check out the article here. For more information, please contact Henrietta Locklear at hlocklear@raftelis.com.

Authors: Catherine Carter Developing Priorities and Strategies during a strategic planning process is relatively easy – everyone has ideas about what needs to be improved, and how the organization can be made stronger and better. Holding groups and individuals accountable for making progress toward achieving those Priorities and Strategies over a three- to five-year time […]

Veteran utility communications expert, Melissa Elliott, on the importance of effective communication.

Data through August 2020 for the ten water utilities in our study predominantly show total billed revenues through the late summer that are higher than previous years, despite continued lower non-residential consumption and revenues.

Raftelis' John Mastracchio participated as a panelist in an international lecture series that was organized and facilitated by RockBlue, an international non-profit organization that partners with water and sanitation utilities in developing countries to help them optimize management and operations of utility systems.

Preliminary data from eight water utilities of different sizes and different climates across the U.S. show diverging trends of water consumption and revenues as the pandemic continues.

Raftelis has partnered with researchers at Duke University to track the effects of COVID-19 on water utility consumption and revenues. Preliminary data from five water utilities of different sizes and different climates across the U.S. show variable impacts to consumption and billed revenue in response to the global pandemic.

At the start of 2020, operations and capital programs were flowing along; gaining momentum to meet critical schedules and asset management goals, achieve operational metrics, and match cash flow projections.

If you’re like me, you can hear it now. Mom’s voice hollering out into the street where my sister, brother and I played with the other neighborhood kids—“Dinner’s ready! Wash your hands and come eat!” Always good advice made more important today in the time of COVID-19. For water utilities across the country, the severity and uncertainty of the virus, along with advice from public health experts provided an opportunity to act—and many did—by placing a moratorium on water shutoffs.

Local governments were finally hitting their stride after the Great Recession when the COVID-19 pandemic jolted the nation. As the nation begins to recover, and we enter a post-viral economy, local government fiscal distress will be a focus. We can lean on the recovery lessons many of us have learned to create a roadmap for our communities.

Local governments and public agencies have long yearned for a way to end the public participation expectation of “three minutes at the microphone” during a public meeting. The lessons we’ve learned using virtual engagement with our communities is one of the bells that will not be unrung as we return to traditional ways and places of work.

With an uncertain future and, in many cases, declining revenue, it’s hard to know what to say to customers at a time like this. On this webinar, hear from two utility communicators, Sam Coppels of Daphne Utilities in Alabama and Leslie Payne of Sweetwater Authority in California, who will share their storytelling experiences and strategies to connect with customers on rates and payments, and build a sense of “we”.

Affordability has been a hot topic in the water utility industry for years, but the conversation around affordability itself is changing rapidly as utilities wrestle with how to respond to the new economic climate and their customers’ needs. It is vital to immediately begin understanding and planning for a potential tsunami of delinquent accounts and develop a play book for how to respond.

Check out this AWWA one-hour webinar where we discuss the impacts of COVID-19 on the financial health and sustainability of the water sector.

Utility financial managers around the country are assessing the rapidly evolving conditions surrounding COVID-19 and questioning the implications it may have to their utility budgets and their fiscal position. Performing a financial stress test can help you prioritize your spending and establish policies for continuing service.

New experiences bring new learning—even when the experiences aren’t positive. Thoughtfully debriefing your organization’s response to the COVID-19 pandemic will help you evaluate which of your changes to keep and how to be prepared for the next emergency.

Check out this ELGL one-hour webinar where we discuss how to re-energize you and re-engage your employees. We’ll also provide advice on evaluating your finances to develop a plan to protect and serve your community.

With many states, counties, and municipalities announcing plans to lift or phase out stay-at-home orders and other restrictions, figuring out what “back to normal” looks like from a practical standpoint seems fraught with difficulty.

  Author: Jon Davis, Executive Vice President (Email) How can we diagnose and treat the financial impacts of the COVID-19 pandemic on our water and wastewater utilities? Financial health is a complicated balance between revenues and expenditures. In Spring of 2020, that balance was disrupted to an extent most of us have never seen. After […]

Author: Luke Eastman, Consultant (Email) The magnitude of this pandemic is unprecedented, causing unexpected, abrupt changes to water utility consumption and revenues. But this is not unfamiliar territory for utilities. The severe drought of the mid-2010s and lessons learned from that crisis can shed light on how utilities can respond effectively to this pandemic today. […]

Many local governments and utilities understand that this time of national crisis provides an opportunity to build trust with those that rely on you for services through frequent, honest and consistent information.

Raftelis has developed this report, in collaboration with the American Water Works Association (AWWA) and the Association of Metropolitan Water Agencies (AMWA), to estimate the financial impacts of the COVID-19 crisis on drinking water utilities in the U.S. View the report here

COVID-19 presents a range of challenges for utilities right now, including ensuring level of service, assisting low-income customers, and evaluating finances. Your utility also has a solid opportunity in this moment to build more trust with customers with frequent, honest and consistent communication.

Samantha Villegas, Senior Consultant (Email) Trust is so important at a time right now and utilities can earn trust by communicating honestly and frequently with their stakeholders. Senior Consultant Samantha Villegas speaks about how to do this and what messages are key right now on a special edition of the Water In Real Life with […]

Author: Claire Pritchard, Associate Consultant (Email) The coronavirus pandemic is causing many communities around the country to put their emergency purchasing procedures into effect. Here are some best practices for emergency purchasing, as well as some examples of communities that are applying them. #1: Delegate purchasing authority to multiple individuals Most municipalities require purchases above […]

Nothing conjures more eye rolls and groans than the invitation for a conference call. From the “who just joined,” the “can you hear me now,” the dog barking in the background, and the loud eater, we’ve come to loathe the conference call. But it’s not just the poor connection or sound issues, Forbes reports that an average conference call lasts 38 minutes, takes 8 minutes to get started, and includes 13 minutes of distraction and wasted time.

Though working from home may be new to many employees, Senior Consultant Sam Villegas has been working from home since 2012. The following are some tips she offers for those who are trying to get used to this new work environment.

In light of changing consumption patterns, moratoriums on water shutoffs, and declining revenues attributable to COVID-19 impacts, utilities across the country are taking a close look at Customer Information System (CIS) data.

While municipalities recognize immediate short-term revenue impacts from the pandemic, long-term forecasts and the path to recovery are far less clear. Municipal managers and governing bodies will need to continually assess trends, make operational adjustments, and preserve fiscal sustainability, all while remaining nimble to adapt approaches to the continually evolving state of the pandemic.

Utilities and local governments are re-evaluating their engagement practices as a result of COVID19. As communities re-open, the ability to meet in person will return slowly, but many community members will feel uncomfortable with group meetings for some time. With the requirement to stay apart and wear masks, many community members may even prefer to […]

For many utilities the percentage of customer accounts that are going unpaid is soaring much higher than ever seen before. Utilities have suspended collection activities on past-due accounts to give customers time to cope as businesses struggle and unemployment grows.

The financial impacts of the coronavirus pandemic to water and wastewater utilities are still being assessed, however, a Raftelis study done for the American Water Works Association and the Association of Metropolitan Water Agencies estimates indicate the potential for a nearly 15% decline in revenues to drinking water utilities.

The COVID-19 pandemic has required many local governments and utility organizations to change course and shift focus from business as usual to avoiding staff cuts, keeping core functions running, and preserving as much of their capital programs as possible.

A major water utility in Mississippi had successfully made the case to its customers that a 15% increase in water rates and fees was necessary. The investments made possible by higher rates would keep its water system functioning at a high service level and enable major system investments such as installing an Automated Metering Infrastructure (AMI). More than a year after the increase, and after an exceptionally difficult AMI implementation, the utility was only seeing a 1-3% revenue increase and collection rates were falling, too. It was clear the utility was facing a different kind of leak: a billing system that was not fully capturing revenues.

The COVID-19 public health crisis created shockwaves that will reverberate in our communities for years to come. In its aftermath are a broad range of uncertainties that cities, counties, and towns must plan for if they are to remain financially healthy enough to continue providing vital public services. Fortunately, there are lessons to draw from previous shocks and recoveries as we enter a post-viral economy.

Prior to the coronavirus outbreak, Raftelis had been working with the Town of Jackson, WY on a comprehensive water rate and capacity study. Jackson is a picturesque ski town in Teton County near the gates of Yellowstone National Park. We had already conducted three of the planned six meetings of the Citizen Review Committee – […]

The Nantucket economy is heavily dependent on tourism – by May 2020, hotels and inns closed for all but essential workers and short-term rentals were not permitted. As with much of the country, restaurants were closed and gatherings of more than 10 individuals discouraged. The unknown future for businesses who depend on tours, charters, and […]

In January, Raftelis began a project with a Texas utility to develop new stormwater fees. Our plan featured extensive stakeholder engagement including six group meetings planned between March and June 2020. Within weeks of the first meeting, stay-at-home orders went into effect, but the utility’s desire to engage stakeholders was unchanged. Raftelis adjusted quickly, developing […]

Delinquent Account Management and Customer Assistance Programming   The Challenge Across the country, utilities have suspended collections activities on customer accounts as the COVID-19 pandemic has flared, schools and businesses are shut down, and unemployment has soared. Now, utilities are beginning to grapple with how to adapt their policies and procedures to address delinquent account […]

The COVID-19 pandemic is an unprecedented crisis and one that will financially impact most utility organizations. Raleigh Water recognized early that because of the various emergency orders issued by the Governor of the State of North Carolina and the Wake County Board of Commissioners related to the COVID-19 pandemic, there would potentially be significant and immediate changes to how customers used water.

Raftelis recently performed a financial stress test for Fairfax County, VA to examine how the impacts of COVID-19 stay-at-home orders and longer-term economic challenges might impact the County’s financial position and its current rate, operating, and capital plans. As part of the analysis, Raftelis developed an industry risk profile by assessing jobs by industry in […]