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Many AWWA member utilities already are im- <br />plementing some or all of these recommenda- <br />tions. Many, we know, are not. It is the hope of <br />the WUC and the research team that the find- <br />ings and recommendations herein will provide <br />useful support and guidance for utilities that <br />have found it difficult to successfully build sup- <br />port for necessary rate increases. <br />Figure ES-1 is a recommended sequence for <br />planning and implementing a rate increase pro- <br />gram, based on a synthesis of best practices and <br />lessons learned from utilities that contributed <br />to this study. <br />Finally, this report includes examples of tools <br />used by utilities for the successful implementa- <br />tion of rate increases in their communities. The <br />"Avoiding Rate Shock" Toolkit in Appendix B in- <br />cludes examples of brochures, fact sheets, news- <br />letters, presentations, and other materials that <br />utilities can customize to their own local circum- <br />stances. For just as "all politics is local," so are all <br />rate increase programs. Paying attention to local <br />circumstances and thinking through the develop- <br />ment and delivery of appropriate messages is a <br />theme that echoes throughout the report. <br />Information Revenue ccept-Yes Rate <br />p requirements, rate ~ increase <br />in uts options & impacts able . campaign <br />No <br />1 2 3 4 5to8 <br />Typical Timeline (months) <br />Rate Communication <br />adoption to customers <br />9 to 11 <br />Figure ES-1 Recommended typical rate increase sequence (summary) <br />A detailed version of this graphic is provided under Finding #3 (page 23) in the body of this report. <br />AMERICAN WATER WORKS ASSOCIATION 3 <br />