Customers want more than notice of a decision. They want the opportunity to be consulted before decisions affect their households, and to see how their input shapes outcomes. LADWP has built meaningful structures, including the Equity Strategies Community Advisory Board, the Water System Equity Strategies Advisory Group, and the Customer Service Division's customer panels and surveys. However, case studies like Seattle City Light shows how a utility can go further: integrating structured community engagement directly into strategic planning, rate development, and major investment decisions so that engagement informs outcomes.
Opportunities for LADWP to consider:
- Expand engagement opportunities — in-person and virtual, in partnership with trusted community partners — before major rate actions and policy changes, rather than after proposals are finalized
- Develop an integrated voice-of-the-customer program that channels community input and customer data into LA100, Pure Water LA, strategic planning, and rate processes on an ongoing basis