The complexities of trust between urban water utilities and the public

This paper discusses the dynamic and complicated relationship between customers and their water utility in a highly urbanized area within eastern Palm Beach County. Semi-structured interviews were conducted with officials from five separate Water Treatment Plants (WTPs), and 96 surveys were administered in-person with residents throughout the study area. We discuss the intersection of three key components that comprise the dynamics of the relationship between the public and their WTP: public trust in the regulatory process of drinking water, the water utility’s role in communicating with the public, and the influence of media reports (e.g., Flint, Michigan) on trust between both parties. We argue that effective communication strategies fill critical information gaps about the water treatment process, which are vital to improving issues of trust. This paper concludes with suggestions for policy makers, water utilities and the public about how communication can enhance the trust between parties and ultimately, protect drinking water quality.