Insights

Raftelis Vice President Stacey Aukamp breaks down how automation and integration are helping local governments and utilities modernize their operations by eliminating duplicate processes, reducing errors, and freeing up staff to focus on more strategic work. Hear how Kingsport, TN is shifting from outdated systems to intuitive self-service portals, streamlined billing, and integrated data access, making the experience better for staff and residents.

As artificial intelligence (AI) tools become more integrated into everyday workflows, government agencies are exploring ways to harness their potential to streamline communications, enhance public engagement, and improve service delivery. However, with these advantages come critical considerations, and the ethical use of AI-generated content is not just a technical or operational issue—it’s a matter of public responsibility.

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.