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CommunicationsCommunications
Strategies andStrategies and
Connecting withConnecting with
CustomersCustomers
Committed to e...
Committed to environmental quality
The Atlantic County Utilities Authority is a public
agency that provides environmental ...
Committed to environmental quality
ACUA’s NewsletterACUA’s Newsletter
Each edition is posted onlineEach edition is posted online
as a flippable PDFas a flippable PDF
Committed to environmental...
ToursTours
Committed to environmental quality
Committed to environmental quality
ParadesParades
Committed to environmental quality
SchoolsSchools
Welcoming visitorsWelcoming visitors
Committed to environmental quality
Committed to environmental quality
Celebrating Major MilestonesCelebrating Major Milestones
Committed to environmental quality
Community EventsCommunity Events
Committed to environmental quality
EcoSoil for Community GardensEcoSoil for Community Gardens
Earth DayEarth Day
Committed to environmental quality
Community SponsorshipsCommunity Sponsorships
Community SponsorshipsCommunity Sponsorships
Annual Budget MeetingsAnnual Budget Meetings
with Municipalitieswith Municipalities
Committed to environmental quality
Press ReleasesPress Releases
Committed to environmental quality
CollectionCollection
ReminderReminder
AppApp
Committed to environmental quality
Website andWebsite and
Social MediaSocial Media
Social media
outreach
Live Chat feature
on acua.com
Committed to environmental quality
Customers can report
missed collections,
request a recycling
bucket, or communicate
oth...
ACUA uses a sophisticated automatedACUA uses a sophisticated automated
call distribution (ACD)system to enhancecall distri...
Richard S. Dovey
Atlantic County Utilities Authority
609-272-6950
rdovey@acua.com
Committed to environmental quality
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Communications Strategies for Water and Sewer Utilities Dovey

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A look at how the Atlantic County Utilities Authority has engaged with its community, and how they have structured their communications function in order to maximize their outreach efforts.

Published in: Government & Nonprofit
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Communications Strategies for Water and Sewer Utilities Dovey

  1. 1. CommunicationsCommunications Strategies andStrategies and Connecting withConnecting with CustomersCustomers Committed to environmental quality
  2. 2. Committed to environmental quality The Atlantic County Utilities Authority is a public agency that provides environmental and waste management services to the people of Atlantic County and southern New Jersey. The ACUA operates both Wastewater and Solid Waste Management Systems. Who we are: $60 million in annual revenue 200 employees Full service regional wastewater treatment facility, trash & recycling collection, landfill, composting, recycling center, and transfer station.
  3. 3. Committed to environmental quality ACUA’s NewsletterACUA’s Newsletter
  4. 4. Each edition is posted onlineEach edition is posted online as a flippable PDFas a flippable PDF Committed to environmental quality
  5. 5. ToursTours Committed to environmental quality
  6. 6. Committed to environmental quality ParadesParades
  7. 7. Committed to environmental quality SchoolsSchools
  8. 8. Welcoming visitorsWelcoming visitors Committed to environmental quality
  9. 9. Committed to environmental quality Celebrating Major MilestonesCelebrating Major Milestones
  10. 10. Committed to environmental quality Community EventsCommunity Events
  11. 11. Committed to environmental quality EcoSoil for Community GardensEcoSoil for Community Gardens
  12. 12. Earth DayEarth Day
  13. 13. Committed to environmental quality Community SponsorshipsCommunity Sponsorships
  14. 14. Community SponsorshipsCommunity Sponsorships
  15. 15. Annual Budget MeetingsAnnual Budget Meetings with Municipalitieswith Municipalities Committed to environmental quality
  16. 16. Press ReleasesPress Releases Committed to environmental quality
  17. 17. CollectionCollection ReminderReminder AppApp Committed to environmental quality
  18. 18. Website andWebsite and Social MediaSocial Media Social media outreach Live Chat feature on acua.com
  19. 19. Committed to environmental quality Customers can report missed collections, request a recycling bucket, or communicate other concerns using SeeClickFix
  20. 20. ACUA uses a sophisticated automatedACUA uses a sophisticated automated call distribution (ACD)system to enhancecall distribution (ACD)system to enhance customer servicecustomer service Committed to environmental quality • Over a dozen employees are trained to handle incoming calls and answer questions along with other job duties • When customers call, a live person answers • Trained employees provide fast, personalized service Total calls handled by ACUA’s ACD team in 2014: 33,465
  21. 21. Richard S. Dovey Atlantic County Utilities Authority 609-272-6950 rdovey@acua.com Committed to environmental quality

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