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Customer Engagement Is Key to a Successful Lead Service Line Replacement Program
Author(s) -
Glover Megan
Publication year - 2020
Publication title -
opflow
Language(s) - English
Resource type - Journals
eISSN - 1551-8701
pISSN - 0149-8029
DOI - 10.1002/opfl.1380
Subject(s) - service (business) , customer service , lead (geology) , business , plan (archaeology) , key (lock) , operations management , marketing , process management , engineering , computer security , computer science , geography , archaeology , geomorphology , geology
With an aggressive plan to replace 18,000 lead service lines in three years, officials in Newark, N.J., needed renters’ participation in post‐service line testing. The city partnered with a digital water platform company to gain cooperation and increase the return rate of water‐testing kits.