When customers turn on the tap, they expect two results: safe water and reliable service. Trust in Water’s opinion polling found that safety is the most important attribute for customers when it comes to tap water. Customers also take comfort in knowing that what goes down the drain is treated with care and released back into the environment better than it was found. Those expectations may sound simple but meeting them requires technical expertise and investment to deliver high performing water and wastewater systems that protect public health and the environment.
Studies show private, regulated water and wastewater providers have fewer health-related violations, lower enforcement action rates, and maintain better operational performance—all while providing communities safe, reliable water service. Private, regulated water and wastewater providers have helped address systems struggling to meet water quality standards and keep up with deferred maintenance. The result has provided durable, long-term pathways to safer water and improved performance.
Salem, New Jersey: Addressing Today's Challenges While Preparing for Tomorrow's Standards
The City of Salem owned aging water and wastewater systems with significant capital needs and was troubled by wells that had been contaminated by PFAS chemicals creating compliance challenges. The city operated the system at a $1 million annual deficit and engineering reviews concluded extensive upgrades would be necessary to bring facilities to modern standards. The City of Salem would have required an immediate 68 percent rate increase to independently fund those improvements.
In 2023, Salem residents made the decision to place their trust in a private, regulated water and wastewater provider and voted to sell the system to New Jersey American Water. In the first two years, the private, regulated provider was able to fast-track the design, engineering, construction and installation of a permanent treatment system for per- and poly-fluorinated chemicals (PFAS) at the city’s water treatment plant to meet New Jersey’s stringent drinking water standards. New Jersey American Water accelerated critical infrastructure improvements by upgrading the city’s wastewater treatment plant and pump stations throughout the system. The private, regulated provider also delivered a lead service line replacement plan for residents and expanded access to the Help to Others (H2O) customer assistance program for qualifying households, while investing a total of $28 million with an additional $48 million planned over the next five years to further modernize infrastructure and strengthen service reliability for residents.
East Dunkard, Pennsylvania: Restoring Confidence After System Failure
Residents in East Dunkard, Greene County experienced years of instability with their water service; the system had recurring water quality violations and deteriorating infrastructure. Conditions reached a breaking point when a major system failure left residents without water service for several days, prompting emergency intervention by Pennsylvania regulators.
As a court-appointed receiver, Pennsylvania American Water assumed direct operations of the system and invested $2 million to repair 82 leaks, addressing immediate public health concerns and restoring compliance with state water quality standards. Two years later, the private, regulated provider completed the acquisition of the East Dunkard system and committed an additional $16.1 million for treatment plant modernization and water main replacement through a comprehensive five-year improvement plan. The improvements restored regulatory compliance and eliminated boil water advisories.
Whitwell, Tennessee: Building a More Resilient Water System
In Whitwell, Tennessee, aging infrastructure, water loss, and recurring service interruptions threatened the long-term reliability of the community's water system. Tennessee American Water invested more than $21 million in improvements, including new water mains, storage facilities, pump station upgrades, interconnections, and modern metering technology. These investments strengthened system resilience, reduced operational vulnerabilities, and positioned the community for reliable service in the years ahead.
Reliable Service Residents Experience Every Day
While water quality remains a top priority for customers, the certainty of reliable service upon turning on the tap is an essential standard for most customers. Yet, the American Society of Civil Engineers estimates that there's a water main break every two minutes, totaling approximately 240,000 every year. Many communities experience inconsistent or interrupted service as a result of years of deferred maintenance. When water systems reach this point, restoring reliability often requires fundamental operational changes in how the system is being managed, and a transition to comprehensive improvement plans that can provide reliable water service.
What Matters Most to Customers
At the end of the day, customers care about outcomes. They want confidence that their drinking water is safe, their service is reliable and their community's infrastructure is prepared for the future. The experiences of Salem, East Dunkard and Whitwell show how regulated, private providers are accelerating investment, bringing expertise and fulfilling long-term commitments that are helping communities meet those expectations and strengthening the essential services residents depend on every day.