communications strategies for water and sewer utilities ledesma
TRANSCRIPT
NJ Future: Communicating Value to ConsumersGreen City, Clean Waters ‐ Public Engagement Tiffany Ledesma
May 13, 2015
• Drinking Water(1.73 million customers in Philadelphia, Bucks, Montgomery and Delaware Counties)
• Wastewater (2.22 million customers in Philadelphia, Bucks, Montgomery and Delaware Counties)
• Stormwater(Philadelphia City/County only)
PHILADELPHIA WATER DEPARTMENTA Sustainable Utility in Support of a Sustainable City
Serves the Greater Philadelphia region by providing integrated drinking water, wastewater, and stormwater services and more…
GREEN CITY, CLEAN WATERS
• City will invest $2 billion dollars over 25 years to manage stormwater runoff through primarily “green infrastructure”
• Maintains and upgrades one of the nation’s oldest infrastructure systems.
• Environmental, Economic and Social Benefits
• Will help make our communities cleaner, healthier and more desirable places to live, work, and play.
• National model for improving water quality and quantity in urban streams and rivers.
BOTTOM LINEBOTTOM LINEBOTTOM LINE
Economic Benefits Property Values Job Creation Competitive City
Social Benefits Recreation Aesthetics Public Health Equity
Environmental Benefits Fishable & Swimmable Habitat Enhancement Air Quality Energy Savings Carbon Footprint
Advantages of the Green Approach
Public Affairs Mission
The Public Affairs Division is a dedicated, customer‐focused team committed to enhancing the quality of life of the external and internal customers we serve by:
• Providing reliable and timely information and support• Fostering a culture of environmental stewardship• Acknowledging and resolving customer concerns• Enhancing credibility for the Department and• Leading the Department in establishing a philosophy of customer sensitivity
Public Affairs Organization
Public Affairs
Customer Service
Public Relations
Community Relations
Stormwater Billing
Public Education
Fairmount Water Works Interpretive
Center
Public Engagement
Community Initiatives
Residential Programs
Watershed PartnershipsCreative
Fairmount ParkEnvironmental Educators
+ Communications Development Support throughout each of these efforts
Public Engagement Team Goals
• To generate public support for PWD’s green and gray investments.
• To inform, educate, and inspire citizens to become PWD advocates and ambassadors.
PWD’s success and the sustainability of our investments hinge on the support of communities – our rate payers.
• Support of communities and partners is critical to the success of Green City, Clean Waters.
• By creating opportunities to connect people to GSI and by harnessing resources through partnerships, we can create a more successful and more sustainable program.
• Ensure that the rate‐payer is on board
Community Support & Partnerships
How Do We Get There?Notify and Create Opportunities for citizens (residents and communities) to become informed, involved and inspired to help facilitate the implementation of PWD’s investments.
• Community Outreach (i.e., notification)
• Public Participation (i.e., residential tools)
• Partnership‐building (i.e., watershed partnerships and civic partnerships)
• Communications Development too!
• Site visits•Notifications to partners•Community meetings
Planning
• Environmental educators deployed• Community meetings Design
•Letters to residents , council, and partners•Community meetings•Automated phone calls to property owners•Construction letters
Pre‐Construction
•Adoption invitation•Ribbon cuttings, when possible•Continued education and partnership
Post ‐Construction
Aim for notification & outreach on every green project led by PWD (public sites)
Many Community Meetings… Approximate number of Green Park projects:• Planning: 34• Design: 33• Long term: 20+• Total: 87
If we do 3 green park meetings per project that’s 261 park meetings!
*This doesn’t include street projects, vacant land projects, schools projects, etc.
*It also doesn’t include all other communication (i.e., emails, phone calls, letters, flyering, articles, etc.)
Green City, Clean Watersin the Classroom & Beyond
• Lessons at the Fairmount Water Works, in classrooms, at PP&R rec centers, in neighborhoods, and at PP&R environmental education centers and beyond.
• Urban Waters Curriculum and Teacher Development Training ‐www.resourcewater.org
• GreenSTEM Network Program –Monitoring GSI and producing environmental data
• Approximately 62,000 environmental education participants last year
ART!
Interpretive Signage
• The Soak It Up! Adoption Program provides grants to civic organizations to help maintain the beauty and functionality of green stormwater infrastructure (GSI) in Philadelphia’s neighborhoods.
Our Adoptees
• 12 Active Adoptees
• 5 Awaiting Grants
• 2 Expressions of Interest
• Managing 38 GSI Sites
• 107 SMPs (Approximate)
• Rain Check • Rebuilding Together Philadelphia Block Builds
• Residential Tool Improvements
• DIY Resources
Green HomesGreen Homes
• Educate PWD customers
• Provide a financial incentive for stormwater management
• Evaluate residential green stormwater infrastructure
Green HomesGreen Homes Goals
Rebuilding Together PhiladelphiaFREE Downspout Planters
“My community wants a … green street… green park … green school…”
www.phillywatersheds.org/cif
Nominate a location in your community that you want evaluated for GSI!*
*NOT GUARANTEED! (1/10 chance; 2‐5 years)
Community Input Form
@Phillyh2o and Green City, Clean Waters
https://www.flickr.com/photos/philadelphiawater
http://vimeo.com/phillywatersheds
@Phillyh2o
@Phillyh2o
We’re on:We use social media to:
• Publicize events• Provide customers with important information
• Respond to customer events
• Highlight water related news
PWD on Social Media
flickr.com/philadelphiawater
Photo Library
