Case Study: City of Newark improves resident engagement and lead line replacement compliance with 120Water

City of Newark prepares for 16,000 lead line replacements in 24-30 months with 120Water

The City of Newark faced a significant challenge in engaging its residents and landlords for its Lead Service Line Replacement program, which was critical for providing safe drinking water. A large transient population and a lack of public understanding jeopardized both public health and the city's ability to collect necessary data to validate the program. To manage this, Newark partnered with vendor 120Water to handle resident communication and the post-replacement testing kit process.

120Water implemented a solution using a variety of communication tactics, with a core focus on direct mail, to keep residents engaged and educated for six months after their service lines were replaced. This culminated in the distribution of test kits for residents to return by mail, with all results tracked in the 120Water software. The vendor's efforts helped Newark work toward its aggressive goal of replacing 16,000 lead service lines, increased kit return rates, and built public awareness, setting a standard for other cities to follow.

City of Newark