DHM worked with bluedrop and DC Water to develop a comprehensive communications program and promote community engagement among Capital Region Water (CRW) customers. We conducted telephone and online surveys and focus group research with customers, employees and area residents, using the results to establish an evaluation index to monitor customer satisfaction and communication performance. Results informed the creation of communication products, a community outreach program to increase stewardship of Capital Region Water’s infrastructure, and crisis communication protocols, training, and templates.