Rancho California Water District

In December 2023, Rancho California Water District (Rancho Water) enhanced its emergency water shutdown alert system by introducing a new alert feature on its CivicPlus® Website. This addition allows customers to track the progress of water repair stages through an easily accessible online graphic, reducing the need for customers to make direct calls to the district’s Operations and Customer Service teams. The system was implemented after a series of mainline leaks in October 2023 which highlighted the need for Rancho Water to uncover a more efficient way to keep customers updated on repairs. Rancho Water’s new visual feature presents the five key stages of water restoration with graphics that are accessible to non-English speakers, ensuring improved communication during water shutdowns. Customers are alerted via text or automated calls about the outage and directed to the website for updates. These updates are continuously refreshed by the district’s administrators based on field reports.

This new alert system has significantly improved its customers’ experience by providing real-time updates and eliminating the influx of customer service calls. Customers noted they appreciate the 24/7 access to repair progress and have become more educated about the complexities of water repairs, such as system flushing and recharge, through straightforward language and visuals. Rancho Water has also seen a reduction in call volume, allowing staff to focus on other tasks. The implementation has been publicized through social media and newsletters, strengthening relations with customers at a minimal cost, making the water emergency alert system more efficient and customer-friendly.