Navigating Rate Changes insights graphicRate increases are often an unavoidable reality for public utilities. Rising operational costs, aging infrastructure and increasing regulatory requirements all contribute to the necessity of periodic adjustments. 

What IS avoidable is community confusion, frustration or backlash.

When a rate increase is introduced without clear, proactive communication, it can come as a shock to customers who are already navigating broader cost-of-living pressures. For many residents and businesses, a rate increase feels confusing, frustrating or even alarming — particularly if the reasoning behind it is unclear. In these moments, the issue may not be the increase itself, but rather the lack of understanding why it’s necessary, how the decision was made and what customers can expect in return. 

This is where strategic communication makes the difference. 

Clear Communication Is the Difference Between Resistance and Buy-In

Tripepi Smith supports agencies in communicating rate adjustments and related funding needs with accuracy and transparency. We develop outreach strategies and accessible messaging that helps the public understand what is changing, why it matters and how the process works. 

Our team meets community members where they are — whether that means digital channels, in-person engagement, mailed materials or multilingual resources — to ensure information is easy to find and understand. Through a combination of storytelling and data visualization, we help agencies explain proposed rate changes in a way that is timely and transparent.

From that experience, we’ve identified several best practices to set your agency and community up for success:

  • Be Proactive: Begin the conversation early and set up a clear timeline for rollout of educational materials and engagement opportunities. This gives residents the time and opportunity to review information, ask questions and engage in the process. 
  • Diversify Outreach Methods: Ensure that your communication efforts reach all members within the community. Provide resources and engagement opportunities digitally, in print and in person so that the needs of different demographics are met.
  • Keep Language Accessible: Prop 218 matters often involve dense jargon and technical terms, and it’s important to deliver that information in a way that is digestible to the public. Focus on distilling complex information, leverage visuals to enhance clarity and consider translation needs for non-English speakers within your service area.
  • Prioritize Education: Help ratepayers understand the stages of the rate-setting process and explain potential outcomes depending on whether rates are approved. This allows them to piece together the big picture and increases the likelihood of buy-in. 

Where We’ve Made A Difference

Our team has worked with a number of utilities to support public education efforts surrounding rate increases. Each agency has varying needs, but the same goal — effectively communicating information in order to maintain or improve services — remains at the heart of our work. Learn how our Prop 218 outreach partnerships have helped to secure funding for essential utilities:    

Harlingen Waterworks System 

In 2023, Tripepi Smith supported Harlingen Waterworks System (HWWS) with public education related to upcoming water and sewer rate increases. Our work included a redesigned website, social media content, animated video creation, townhall assistance and infographic design. In 2024, Harlingen Waterworks System re-engaged Tripepi Smith for ongoing website maintenance, press releases, e-newsletters, the creation of a style guide and more.

American Canyon Water

In 2024, the City of American Canyon pursued rate increases for its water, wastewater and recycled water services to cover the system’s operating and capital costs. In compliance with Prop 218, the City conducted a comprehensive rate study and mailed detailed notices to property owners explaining the proposed changes and protest process. The City further enhanced its outreach with alternative notices available in Spanish and Tagalog, along with a dedicated webpage.

Town of Discovery Bay Community Services District 

In 2025, the Town of Discovery Bay’s Community Services District proposed rate increases for its water and wastewater services to fund critical infrastructure improvements. Tripepi Smith partnered with the District in a comprehensive communications campaign, including a dedicated webpage with planned projects and rate study information, animated video creation, social media content, digital advertising and design of flyers and bill inserts. Our team also facilitated a community open house that provided residents with an opportunity to learn more about the Town’s services and upcoming projects. 

City of Hercules

In 2025, Tripepi Smith assisted the City of Hercules with education and outreach for Prop 218 efforts for sewer services as well as the Victoria by the Bay Landscaping and Lighting District. The communications plans for these engagements included managing informational webpages with resources and archives, developing talking points and FAQs, developing and distributing educational content, sharing notices on social media and via mail, promoting and facilitating community workshops and producing informative animated videos. 

Why It Matters

Public utilities play a vital role in ensuring a community’s health, safety and long-term stability. While rate adjustments can be challenging, public response is often shaped less by the increase itself and more by how clearly the value and process are communicated.

Building community understanding and support is critical for multiple reasons. Informed residents are more likely to see the benefits of rate changes, participate constructively and support the agency’s goals. Importantly, strong community buy-in helps avoid the 50% protest threshold under Proposition 218, which could overturn a proposed rate adjustment and delay or prevent critical funding.

When agencies prioritize clear communication, they are investing in community trust. By helping residents understand the connection between today’s decisions and the quality of future service, agencies can foster informed participation and ratepayer satisfaction.

Tripepi Smith is proud to support public agencies in this important work. To discuss your agency’s needs or tap us for support, contact us here.

Interested in learning more about the legal requirements and procedures of Prop 218? Check out this article from the Local Information Network of Knowledge (LINK).  

 

Outreach Materials