City of Bellingham Water Resources Advisory Board (WRAB)

The annual report concept emerged from a customer utility survey completed in late 2024, which revealed that while residents were generally satisfied with water service quality and reliability, many were unaware that their utility bills covered wastewater, stormwater, and Lake Whatcom protection services. The survey also highlighted concerns about rising costs and affordability, creating an opportunity for better communication about how rate increases are being invested. The facilitated session broke the board into three working groups to brainstorm report content and communication tactics. Board members, encouraged to think beyond their technical expertise, generated ideas ranging from budget breakdowns and risk assessments to storytelling approaches and social media strategies. Key themes included the need for clear financial transparency, education about the interconnected nature of water systems, and making complex infrastructure information accessible to general audiences. The exercise revealed strong interest in addressing community misconceptions, particularly around deferred maintenance narratives, and in clearly communicating the connections between drinking water, wastewater, stormwater, and Lake Whatcom protection. Board members emphasized the importance of proactive rather than reactive messaging, visual storytelling, and creating content that resonates with both renters and homeowners. The city plans to use this input to develop templates and graphics, with PRR Consulting providing continued support. Staff hopes to release the first annual report by mid-2026, ahead of the next planned utility rate increases. #