Case Study: Conneaut, Ohio reduces unknown service lines and boosts community engagement with 120Water

Conneaut cuts unknown service lines with 120Water’s 20% survey response rate

The city of Conneaut, Ohio faced the challenge of identifying the materials of its service lines to comply with the Lead and Copper Rule Revisions (LCRR) without resorting to costly and disruptive digging. Partnering with 120Water, the city sought a cost-effective alternative to reduce the high number of unknown service lines in its inventory.

120Water implemented a comprehensive solution that included software and personalized services, centered on a strategic mail survey program. The approach used pre-survey notifications and engagement nudges, which achieved a 20% response rate—double the typical rate. This success allowed 120Water to efficiently update the city's inventory, ensuring LCRR compliance, saving thousands in potential digging costs, and boosting community engagement.