AWWA JAW64703

Water providers face difficult decisions when compliance with regulatory standards does not satisfy public demands for improved water quality. This study examined a community's response to a system upgrade with respect to perceptions of water quality, use of household water treatment, and purchase of bottled water. Economic implications were also investigated, including the comprehensive community benefits accruing to improved treatment. Information was obtained by surveying 590 residents in Bowling Green, Ohio, in 1997-98 before a substantial system upgrade was implemented, and 714 residents in 2004 after the upgrade had been in place for several years. Results showed that the community response included meaningful increased satisfaction with municipal water quality and that overall community costs for drinking water were not increased. Increased municipal costs were offset by reduced reliance on more expensive alternative supplies of drinking water. The data and conclusions presented should help other utilities weighing the costs and benefits of upgrades to their systems. Includes 25 references, tables, figure.