It is important for BPUB to strengthen its relationship with the community it serves by proactively engaging stakeholders and improving transparency with the aim of making BPUB more accessible, relatable, and responsive through inclusive outreach, education, and technology-enabled customer service.
BPUB must overcome the community’s limited understanding of how BPUB operates and the value it provides, while addressing public mistrust caused by legacy events.
BPUB will build understanding in the community of its role, services, and the value of municipal ownership, while offering opportunities for involvement.
BPUB will rebuild and modernize its brand, restoring community trust, increasing public understanding of municipal utility value, and aligning the brand with the organization’s evolving strategic goals, technology investments, and customer expectations.
BPUB will build and deploy a network of trained Employee Ambassadors to actively engage with customers, stakeholders, and the broader Brownsville community, promoting awareness of the value of municipal ownership, humanizing BPUB’s services through authentic employee voices, and increasing trust and customer satisfaction through transparent, consistent messaging.
BPUB will design and launch a comprehensive monthly email newsletter tailored for media contacts, community stakeholders, and customers. The newsletter will ensure timely, proactive, and reliable dissemination of operational updates, major project milestones, and regulatory news.
BPUB will explore the feasibility of being featured in a monthly podcast with a local studio to promote the BPUB brand.
