Water Affordability Case Studies
EPA’s water affordability case studies provide real-world examples of how water affordability challenges affect households and utilities across the country, and highlight innovative ways utilities are responding. They illustrate how utilities have used data, partnerships, rate design, Customer Assistance Programs (CAPs), and other strategies to support customers while maintaining the financial health of the utility. These case studies are intended to help utilities and communities better understand the factors that can affect customer costs and learn from approaches being used in different local contexts.
Central Arkansas Water (CAW) (pdf) – This case study explores how CAW leveraged strategic partnerships and proactive outreach approaches to connect its customers to federal funding, while simultaneously extending support to smaller utilities across Arkansas. It highlights how CAW has become vital to water system viability across the region.
Detroit, Michigan (pdf) - Detroit’s history of economic challenges has compounded its struggles with household water affordability. Detroit Water and Sewerage Department (DWSD) responded by launching multiple CAPs, including its income-based Lifeline Program.
Martin County, Kentucky (pdf) - In rural Kentucky, residents face challenges including high unemployment, water quality issues, and increasing water rates. Failing and aging water infrastructure contributes to the Water District’s financial struggles, as does high levels of customer nonpayment. This case study highlights the need for a multi-faceted approach to address water affordability, including continued investment in infrastructure.
Municipal Water District of Orange County (MWDOC) (pdf) - MWDOC’s water leak detection program boosts regional efficiency and supports customer affordability. Using a resource-sharing model, MWDOC deploys skilled field staff to deliver high-impact leak detection services. This proactive program intercepts water losses early, preventing waste, safeguarding revenue, and supporting stable, fair rates for communities across Orange County.
San Antonio, Texas (pdf) - The San Antonio Water Systems (SAWS) runs a robust CAP, which connects customers with assistance in 14 different areas, including reduced meter fees and discounted monthly bills. The program is highly utilized by low-income customers, in part due to CAW’s streamlined single application process that shifts the burden of access away from customers and allows SAWS staff to determine eligibility for multiple programs at once.
San Carlos Apache Tribe (pdf) - The San Carlos Apache Tribe community faces water affordability challenges, an unemployment rate of 65 percent, and high poverty levels. This case study explores how federal funds were used to restore service for households whose water and wastewater services had been disconnected due to nonpayment. Funds were also used to pay water bills, empty septic tanks, and provide bottled water to Tribal members after a water main break and pump failure.
Seattle Public Utilities (SPU) (pdf) - SPU combines income-based assistance, flexible payment options, and strategic partnerships to help customers stay current on their bills. SPU also extends support to renters, a group that is often difficult to reach through traditional utility assistance programs. This case study explores how SPU uses data-sharing agreements, automatic enrollment and interagency collaboration to increase participation in its assistance program.