Case Study: DC Water achieves faster, personalized customer communications and higher satisfaction with Everbridge

DC Water Uses Everbridge to Simplify and Personalize Communications with Customers to Drive Satisfaction

DC Water, which supplies drinking water and treats wastewater for 700,000 District residents and 1.6 million wholesale customers in surrounding counties and operates the Blue Plains treatment plant, faced a communications gap: it had no streamlined way to directly notify customers about planned and unplanned outages, spills, boil-water advisories, or other urgent messages, relying mainly on doorhangers, media and social posts that couldn’t be personalized, confirmed, or guaranteed to reach everyone.

DC Water deployed Everbridge’s multi-channel, automated platform to send targeted area-based notifications to email and mobile devices, collect acknowledgements and polling responses, track results on dashboards, export data for analysis, and send follow-up restoration updates; the system is also used for internal emergency alerts. The change improved transparency and duty-of-care compliance, reduced business disruption, and boosted customer trust and satisfaction—J.D. Power data shows satisfaction scores are 84 points higher when customers recall proactive communications.

DC Water