Case Study: Security Water and Sanitation District achieves high customer confidence during a PFC crisis with Sigler Communications

Security Water and Sanitation District gets 100% of customers on PFC-free surface water with Sigler Communications

Security Water and Sanitation District, a water utility serving 19,000 customers, faced a significant crisis when it was reported in January 2016 that its supply exceeded the EPA's PFC health advisory. This news sparked considerable customer alarm and national media attention. The district hired Sigler Communications to develop a crisis communication and public education strategy to address the public health issue and manage customer concerns.

Sigler Communications implemented a highly transparent outreach plan, utilizing bill stuffers, fact sheets, website content, social media, and direct engagement with local and national media. This strategy kept customer concern focused on the problem itself rather than on the utility. As a result, Security Water successfully moved 100% of its customers to a PFC-free water source in record time while maintaining high customer confidence, an outcome that was lauded by regulatory agencies.

Security Water and Sanitation District