2020-01 Performance Audit Report: Contingency Plans at County of Hawai'i's Department of Water Supply

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During a Community Forum at the West Hawaii Civic Center on July 20, 2017, the audience expressed concern on both the deep well functionality and DWS's communication efforts. A West Hawaii Today article on July 23, 2017, published some of the public's concerns regarding the deep well status: Examples of public concerns: "They've been trying to communicate, but I don't know if they've been doing as good as they could have" "I wanted to get a basic understanding of why the problem occurred and what mitigating measures are being taken to reduce future risk..." (When asked of D WS's communication efforts) No'; "Not at all. There's just a few signs on the road. If you aren't on social media, if you aren't listening to the radio or reading the paper then you may be completely oblivious. If you're a visitor you're going to be completely oblivious Source: Concerned residents sound off at water meeting, West Hawaii Today, by Max Dible, July 23, 2017 Without sufficient communication, public trust can erode. The City of Santa Cruz Water Shortage Contingency Plan (March 2009) makes a point on the importance of communication: Effective communication is essential to the success of any water shortage contingency plan in achieving the desired water use reductions. All customers need to be adequately informed about water supply conditions, understand the need to conserve, and know what actions they are being request or required to take to mitigate the shortage. The Water Department naturally assumes a central role in publicizing the extent of the water shortage problem and in advising and assisting customers to conserve. The more severe the shortage, the more vigorous the public information campaign will need to be. Department of Water Supply Contingency Plan Audit Results 113