Annual Report 2005-06

Connecting with Customers

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We felt it was time to hear from some of the people who deal with us every day—our customers. This 2006 fiscal year annual report opens with some letters from customers that express appreciation for the service we offer each and every day to the Greater New Haven region.

Unlike gas or electric utilities, our service is consumed. Just like food, water requires special protection. People cannot live without water. Providing clean water to the homes and businesses that depend upon us every day is both a privilege and a responsibility.

It’s not just individual departments who hear from customers. We receive letters as well. A memorable one came from an East Haven customer who wrote to us after she received her water quality report. In her letter, she said:

“Because of such service on your part, I know our water is safe. I appreciate and thank you for the chart and information you give us and for all that you as a group, do to make our water safe. We in the United States are privileged in comparison to other countries who lack this treasured resource of water. I dare say many Americans never stop to think how important water is and how carefully we ought to use it.”

That letter says it so well. Indeed, water is a precious resource. It’s an uncommon commodity, an everyday symbol of our community’s bounty and something that citizens are entitled to. Our system, first conceived by Eli Whitney, Jr., in 1849, is a marvel of engineering and civic gumption.

Fueled by over a century of experience and trust, our mission at the Regional Water Authority is to provide a reliable supply of high-quality water at a reasonable cost for today and future generations while promoting the preservation of watershed land and aquifers. We provide 55 million gallons of water per day to some 400,000 consumers. We own and protect more than 25,000 acres of land.

Our reputation is built on strong, positive customer relationships. They are the center of our success. Service is what counts for customers. Three areas of our company—customer service, construction and field service have an 85 percent satisfaction rating. A regional survey of 500 individuals from Greater New Haven cites our commitment to recreation, environmental education and the safe disposal of household hazardous waste. On pages 14-15, recreation permit holders share their joys about our program. We take pride in connecting with our customers.

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