Case Study: City of Thornton improves lead and copper sampling compliance with 120Water

Why Thornton, CO Partnered with 120Water to Tackle Sampling and Customer Engagement

The City of Thornton, a major water provider in Colorado, faced a significant challenge when it was placed on an increased water monitoring schedule. This new requirement created a substantial burden on resources for its 150,000+ residents. To tackle the extensive sampling and consumer engagement needed, the city partnered with 120Water for their sample kit distribution, logistics, and resident communication services.

Working with 120Water, the City of Thornton achieved an 86% sample kit return rate and saved over 5,000 hours of internal work. The vendor provided dedicated customer service, consistent updates, and a user-friendly dashboard for tracking. After a year with a less effective vendor, the city returned to 120Water, which restored the high performance levels and demonstrated clear value through improved efficiency and resident engagement.

City of Thornton

Hsueh Shih

Water Quality Senior Analyst