Ward Water Communication & Customer Service 

Improvement Proposal

I feel that communication is one of the biggest problems with the public when

a customer faces a water or sewer issue because:

Field information is inconsistent or delayed

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Office staff lack complete answers

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Residents receive vague/incomplete responses

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Residents feel dismissed or ignored

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Complaints escalate publicly

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Employees become defensive/frustrated

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Communication tone worsens

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Trust erodes further

As a current member of the Ward City Council and Chair of the Water Committee, I have spent the past several years listening to residents, learning how our water and sewer systems operate, and working to better understand the challenges facing our city.

One thing has become very clear:
Many of the frustrations residents experience with Ward Water are not only about rates — they are also about communication, customer service, and transparency.

Residents want:
• Clear answers
• Better follow-up
• More transparency
• Respectful interactions
• Help understanding their bills and water usage

At the same time, our employees face challenges as well, including staffing shortages, turnover, increasing public frustration, and the difficulty of managing aging infrastructure while continuing to complete the upgrades of the new systems, all while serving a growing city.

I believe we can improve both the customer experience and internal department communication by creating better systems, clearer expectations, and stronger communication practices.

As Mayor, I would work toward the following improvements:

*Improving communication between crews and office staff so residents receive accurate and timely information

*Creating a more consistent customer service and callback process so residents are not left wondering what is happening with their concerns

*Expanding public education about water bills, leaks, sewer charges, and water usage to help residents better understand their services

*Increasing transparency through regular public updates, educational posts, and improved communication during outages, repairs, and major projects

*Supporting and retaining employees through better organization, communication, and long-term workforce development initiatives

*Exploring ways to improve technology, issue tracking, and public notification systems

*Developing a Ward Water Internship Program in partnership with local schools and trade programs to help introduce students to careers in utilities, infrastructure, plumbing, engineering, and public service while helping build the next generation workforce for our city

I do not believe every problem has a quick or easy solution. However, I do believe Ward residents deserve honest communication, consistent service, and leadership willing to address concerns directly.

My goal is simple:
To help build a Ward Water Department that residents trust and employees are proud to work for.

By working together, improving communication, investing in future workforce development, and focusing on practical solutions, I believe we can move Ward forward responsibly and transparently.