The Miami-Dade Water and Sewer Department was looking to strengthen connections with customers. The team found those connections lay in each person’s unique experiences with water.
“We recognized that we all come from different walks of life and have different experiences, but there is one commonality, and that is water,” says Roy Coley, director of the department, also known as the Water Guy. “Water is important to all of us. When you do a good job treating and providing water, it can be taken for granted.”
That became the theme of a successful public engagement campaign. The overarching objective from Coley’s point
