Resources to Design and Implement Customer Complaint Surveillance for Surveillance and Response Systems

The following resources support the design and implementation of Customer Complaint Surveillance (CCS), a component of a Surveillance and Response System (SRS).

• Tools to Establish CCS Alert Thresholds: The Alarm Estimation Tool and Threshold Analysis Tool can be used to establish alerting thresholds for customer water quality complaints. Learn which tool is right for your application.
• Designing Customer Complaint Surveillance For Water Quality Surveillance and Response Systems (pdf) (4.21 MB)
  Provides guidance for designing a system that monitors customer water quality complaints to detect water quality problems, including potential contamination incidents.
• Setting up a Social Media Program (pdf) (856.86 KB)
  Provides guidance for setting up a social media program, how to use different social media platforms, and useful techniques for engaging with customers. Useful for water systems that do not yet have a social media program.
•   Using Social Media to Help Manage Water Quality Issues (pdf) (1.13 MB)
  Provides guidance for using social media data to monitor for and manage water quality issues occurring in drinking water distribution systems. Useful for water systems with an established social media program that want to use social media as a data stream in a Water Quality Surveillance and Response System.