Insights

We’re breaking down what organizational assessment actually means and why effective process improvement is about more than just flowcharts and checklists.

As rate consultants, it’s a question we are often asked—"Why does it cost more for water or wastewater service here than it does at other (seemingly) similar utilities in the area?” The question usually arises when we provide a utility bill comparison for a typical residential customer during a presentation to utility managers, elected officials, or a governing board.

Local governments often succeed when the people they serve are meaningfully engaged in the decision-making process. Whether it is to plant trees (or remove them), raise rates, change a policy, or add a new service—whatever it is—the best outcomes happen when the governed have a say in the governing.

For public utilities, setting fair and equitable rates is a complex and ever-evolving challenge. Traditionally, cost-of-service studies have relied on historical assumptions, monthly meter reads, and estimations based on small subsamples of customer usage data. However, with the innovation of Advanced Metering Infrastructure (AMI), utilities now have access to an unprecedented level of granular data—hourly usage for every customer.

In an increasingly digital world, the importance of cybersecurity cannot be overstated. Cyber threats are becoming more sophisticated, and the consequences of a breach can be devastating. We’ve put together a comprehensive guide to the best practices of cybersecurity, helping organizations to protect their digital assets and maintain the trust of their stakeholders.

Strategic planning expert Catherine Carter digs into the challenges utilities face in developing and executing strategic plans. In this interview, she talks about aligning goals with actions, prioritizing limited resources, and engaging stakeholders for successful implementation. From her experience developing strategic plans with some of the nation’s leading utilities, she shares best practices, common pitfalls, and examples of how strategic planning drives real change for utilities in a changing world.

The public sector must be putting language accessibility at the top of its communications priorities. Translating material takes time and adds cost to already strapped budgets. Many are turning to Artificial Intelligence (AI) tools to get it done, with mixed results.

Sustainability, climate change, adaptation, resilience—these terms echo through conference sessions, council chambers, and boardrooms across the country. Are these merely buzzwords or do they represent something essential? For public agencies, the answer is clear: they are essential.

Recycling in today’s economic landscape presents significant challenges for municipalities and private operators. Fluctuating global commodity markets, rising contamination rates, and increasing program costs have made recycling efforts financially complex.