City of Delray Beach
Case Study
Utilities Department
CHALLENGE
Establish a communications system to inform customers about water-related issues and updates from the utilities department.
CORE STRATEGY POINTS
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Identify how real-time alerts will be shared during emergencies
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Create accessible messaging
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Highlight what is being done to strengthen the City’s drinking water system
THE SOLUTION
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Used web FAQs and targeted social media campaigns to educate customers on precautionary boil water notices, irrigation schedules, the new water treatment plant project, and other initiatives
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Created a boil water notice public communications strategy, based on the number of properties affected, to alert the public when notices are issued
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Established a local TV media contact database to publicize the alerts on local news channels
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Developed an email marketing system to alert customers who opt-in
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Secured a monthly state of the City article on behalf of the mayor in the most widely read local magazine to keep customers informed of utility projects
The Results
As a result of our work, the utilities department has a comprehensive communications plan and public outreach strategy established. These efforts are tracked and measured on a monthly basis.