Always on, and highly accessible

Tap water is the great unifier: agnostic to age, salary, language, political party, sins and virtues. It’s one of the beautiful things about your water service: it’s always on and highly available.

Pipes, meters, treatment procedures, and flushing schedules – real nuts and bolts of the water supply – can be objectively standardized and assessed, managed, and delegated. Customer relationships, on the other hand, are as amorphous as the water coming out the pipe. How do you support the broad spectrum of customer needs and wants? Do you? There are examples of well-financed customer service teams that go above and beyond, but often the utility-to-customer relationship is neglected. It’s really hard to satisfy everyone all the time. 

That’s where Dropcountr comes in. We help customer service teams support their customers with a self-service portal and tools that cross socioeconomic and geographic divides. We support drought-prone western cities, flood-prone eastern municipalities, second-home vacation communities, rural neighborhoods, and major metros nationwide. We are responsible for helping utilities support the diverse set of customer needs, all the time, no matter the circumstance. 

This requires investing in our many communities and understanding user needs in a way that’s truly equitable. Here are several ways that we include and engage all customers: 

ADA Compliant
We serve all customers, and that includes those with disabilities. Did you know that 56 million people in the United States with disabilities depend on apps every day? While what you see may not look dramatically different, the framework under the Dropcountr app is designed to be navigated and understood using accessibility readers on web and mobile. Dropcountr is accessible to your customers with disabilities, and fits with and expands your existing ADA compliance program.

No internet, no problem
Did you know that many Americans are forgoing traditional broadband internet at home altogether, in favor of their smartphone? According to Pew Research, most adults say they subscribe to home broadband, but about one-in-four (27%) do not. It was important for us, from the beginning, to support Dropcountr services across ALL platforms, not just those that can be accessed via a desktop or laptop. Dropcountr is sponsored by utilities and accessible free of charge by their customers as a dedicated native app on iOS and Android, and as a web-ready app on web browsers. This allows water customers to engage with their utility and usage data on any device and even without internet access. 

Multilingual
Are you communicating in the language your customers prefer? According to the United States Census Bureau 2018 ACS survey, 21.5% of Americans speak a language other than English at home. However, in many Dropcountr service areas that number is greater than 50%! Several years ago we engineered support for multiple languages and continue this support across all platforms. Read about that development here. 

Water use contextualized
Do your customers understand what a CCF is? What rate tiers are? How much they should be using, compared to how much they are, and what kind of programs are available that would serve those goals? Providing usage insight in terms your customer understands is the first step toward self-service and being highly available. Dropcountr prides itself on customer satisfaction and the “aha!” moment, when your customers finally get a sense of their water use and how to use the right amount for them, and for your region.

What do you think?
Customer and industry feedback has always informed our product roadmap, and we depend on our community to better serve our ever-growing customer base. What should we consider in our design process? Give us a shout at team@dropcountr.com with your feedback. 

Dropcountr Privacy & Terms

Thanks for using Dropcountr! Here we describe how we collect, use, and handle your personal data when you use our websites, software, and services (“Services”).

What & Why

We collect and use the following information to provide, improve, protect, and promote our Services:

Account information. We collect, and associate with your account, the information you provide to us when you do things such as sign up for your account.

Water usage information. Our Services are designed as a simple way to understand and manage your water usage. To make that possible we collect, store and process detailed information about your water usage over time.

Premise information. We collect information about your home and/or business that impact water usage (like address, location, premise size, number of occupants, irrigation system type and size). This information is used to customize goals, tips and rebates for you.

Usage information. We collect information related to how you use the Services, including actions you take in your account (like viewing usage, receiving messages, accessing tips and rebates). We use this information to improve our Services, and protect Dropcountr users.

Device information. We also collect information from and about the devices you use to access the Services. This includes things like IP addresses, the type of browser and device you use, the web page you visited before coming to our sites, and identifiers associated with your devices. Your devices (depending on their settings) may also transmit location information to the Services. For example, we use device information to detect abuse and identify and troubleshoot bugs.

Cookies and other technologies. We use technologies like cookies and pixel tags to provide, improve, protect, and promote our Services. For example, cookies help us with things like remembering your username for your next visit, understanding how you are interacting with our Services, and improving them based on that information. You can set your browser to not accept cookies, but this may limit your ability to use the Services. We may also use third-party service providers that set cookies and similar technologies to promote Dropcountr services.

Basis for processing your data. We collect and use the personal data described above in order to provide you with the Services in a reliable and secure manner. We also collect and use personal data for our legitimate business needs. To the extent we process your personal data for other purposes, we ask for your consent in advance or require that our partners obtain such consent.

With Whom

We may share information as discussed below, but we won’t sell it to advertisers or other third parties.

Others working for and with Dropcountr. Dropcoutnr uses certain trusted third parties (for example, providers of customer support and IT services) to help us provide, improve, protect, and promote our Services. These third parties will access your information to perform tasks on our behalf, and we’ll remain responsible for their handling of your information per our instructions.

Utility staff. Our Services display information like your contact information, premise information, and water usage information to your water utility’s staff. This allows your utility to target communications to the appropriate water users.

Law & Order and the Public Interest. We may disclose your information to third parties if we determine that such disclosure is reasonably necessary to: (a) comply with any applicable law, regulation, legal process, or appropriate government request; (b) protect any person from death or serious bodily injury; (c) prevent fraud or abuse of Dropcountr or our users; (d) protect Dropcountr’s rights, property, safety, or interest; or (e) perform a task carried out in the public interest.

Stewardship of your data is critical to us and a responsibility that we embrace. We’ll abide by the following Government Request Principles when receiving, scrutinizing, and responding to government requests (including national security requests) for your data:

  Be transparent,
  Fight blanket requests,
  Protect all users, and
  Provide trusted services.

How

Security. We are dedicated to keeping your information secure by following industry standard security practices. We continue to work on features to keep your information safe.

Retention. When you sign up for an account with us, we’ll retain information you or your utility provides to our Services for as long as your account exists or as long as we need it to provide you the Services.

Where

Around the world. To provide you with the Services, we may store, process, and transmit data in the United States and locations around the world—including those outside your country. Data may also be stored locally on the devices you use to access the Services.

You have control over your personal data and how it’s collected, used, and shared. For example, you can change or correct personal data. You can manage and edit your account and premise information through your profile page.

Changes

If we’re involved in a reorganization, merger, acquisition, or sale of our assets, your data may be transferred as part of that deal. We’ll notify you (for example, via a message to the email address associated with your account) of any such deal and outline your choices in that event.

We may revise this Privacy Policy from time to time, and will post the most current version on our website. If a revision meaningfully reduces your rights, we will notify you.

Contact

Have questions or concerns about Dropcountr, our Services, and privacy? Contact our support team at support@dropcountr.com. If they can’t answer your question, you have the right to contact your local data protection supervisory authority.