Field investigation and data cleanup
Field verifications and analyses turned thousands of unknown materials into known quantities to guide replacement crews.
Client
Passaic Valley Water Commission (PVWC)
Location
New Jersey
Markets
Priorities
Community-focused lead service line replacement built on trust and outreach
PVWC sought to tackle lead service line replacement across four North Jersey communities, combining streamlined field investigations with robust public outreach to reach its goals. To deliver this community-based project built on trust and safety, the team focused on reaching, educating and engaging water customers.
Multilingual community outreach
Teams created education materials in four languages. Local door-to-door canvassers fostered community connections.
Digital tracking and transparency
A public-facing website lets customers check their replacement program status instantly via a digital database.
Construction management
Daily field crews worked in lockstep with in-house teams who managed reporting, payments, and compliance documents.
Removing LSLs in Passaic County
“Each home is essentially its own project, requiring careful coordination and follow-through,” said Rina Dalal, Lead in Drinking Water communications expert. Teams made sure to explain the health benefits and construction processes in plain language, delivering valuable local knowledge, navigating neighborhoods, and connecting with the right people. By addressing customer concerns fast, teams were able to build public trust and accelerate lead removal to keep the utility's reputation intact while guaranteeing access to clean drinking water.
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