Elevating a client experience

This project is the backbone of the Pure Water Soquel Program. When a client decides to move forward with a project of this size through a busy, tourist-heavy area, innovative ideas are essential to meeting the fast-track schedule while mitigating major risks, managing cost, and minimizing community impacts. Comprised of three pipelines, totaling over 14 miles of pipeline from the Santa Cruz WWTF, to various injection wells, this project is no small feat. That’s why our team spent so much time upfront in the pursuit phase thinking about the logistics and phasing of construction, showcasing to the client that our expertise was unmatched to design and build their project.

Our pursuit team explored different tools and strategies to elevate a client experience from boring to exciting which ultimately led to excellent client feedback.

During the RFP phase, our team was required to hold a meeting in which we would take the client on a tour along the project alignment. With several project challenges including permitting, river and railroad crossings, utility conflicts, maintenance of traffic, public safety, and other areas of discussion along the alignment route, our team brainstormed how to make our bus tour as engaging as possible.

 Through teamwork and collaboration, our pursuit team developed a bus tour booklet that we handed out to the client while on the bus which included stops for the tour, challenges/our approach in each area, photos of each stop, and an area for the client to take notes on each page. This booklet allowed the team to have informal discussions and collaborate with the client while providing our knowledge and unique solutions at each difficult area of the pipeline alignment. This also allowed the client to express concerns at specific stops that we could then address further in our proposal. In the end, we were awarded the project as we were able to assure the client that our approach to construction would meet an aggressive schedule while minimizing public impacts.