California Water Service Group (CWT): Business Model Canvas

Die California Water Service Group (CWT) ist ein zentraler Akteur in der Wasserinfrastruktur und verändert die Art und Weise, wie Gemeinden auf ihre wichtigste Ressource zugreifen und diese verwalten. Durch die strategische Kombination innovativer Technologie, robuster Infrastruktur und kundenorientierter Ansätze hat CWT ein umfassendes Geschäftsmodell entwickelt, das zuverlässige Wasserdienstleistungen für verschiedene Kundensegmente gewährleistet. Ihr einzigartiger Ansatz geht nicht nur auf den unmittelbaren Wasserversorgungsbedarf ein, sondern leistet auch Pionierarbeit bei nachhaltigen Wassermanagementpraktiken, die sie als zukunftsorientierten Versorgungsanbieter in einer immer komplexer werdenden Umweltlandschaft positionieren.

California Water Service Group (CWT) – Geschäftsmodell: Wichtige Partnerschaften

Kommunen und lokale Regierungsbehörden

Die California Water Service Group unterhält Partnerschaften mit 29 Gemeinden in ganz Kalifornien und versorgt etwa 1,9 Millionen Menschen. Ab 2023 verfügt das Unternehmen über aktive Wasserdienstleistungsverträge in den folgenden Schlüsselregionen:

Region	Anzahl der Gemeinden	Serviceabdeckung
Bay Area	12	632.000 Kunden
Zentralkalifornien	7	426.000 Kunden
Südkalifornien	10	842.000 Kunden

Ingenieur- und Bauunternehmen

CWT arbeitet mit mehreren Ingenieurbüros für die Infrastrukturentwicklung zusammen:

• Schwarz & Veatch
• AECOM
• Jacobs Engineering Group
• CDM Smith

Die Infrastrukturinvestitionen für 2024 werden voraussichtlich bei liegen 185,7 Millionen US-Dollar für Verbesserungen und Wartung des Wassersystems.

Aufsichtsbehörden

Zu den wichtigsten Regulierungspartnerschaften gehören:

Regulierungsbehörde	Primäre Aufsicht	Jährliche Compliance-Kosten
California Public Utilities Commission	Tariffestlegung und Servicestandards	4,2 Millionen US-Dollar
Staatliche Kontrollbehörde für Wasserressourcen	Überwachung der Wasserqualität	3,8 Millionen US-Dollar

Technologieanbieter

Wichtige Technologiepartnerschaften für Wassermanagementsysteme:

• Sensus (Messtechnik)
• IBM (Datenanalyse)
• Itron (intelligente Wasserinfrastruktur)

Technologieinvestitionen für 2024: 22,3 Millionen US-Dollar

Umweltschutzorganisationen

Kooperationspartnerschaften mit Umweltgruppen:

• Der Naturschutz
• Wasserforschungsstiftung
• Kalifornische Wasseraktionsgemeinschaft

Jährliche Umweltschutzinvestitionen: 5,6 Millionen US-Dollar

California Water Service Group (CWT) – Geschäftsmodell: Hauptaktivitäten

Wasseraufbereitung und -reinigung

Die California Water Service Group betreibt 44 Wasseraufbereitungsanlagen in ganz Kalifornien und versorgt etwa 2 Millionen Kunden. Jährliches Wasseraufbereitungsvolumen: 256 Millionen Gallonen pro Tag.

Standort der Behandlungseinrichtung	Tageskapazität (Millionen Gallonen)	Einhaltungsrate der Wasserqualität
San José	65.4	99.8%
Los Angeles	48.7	99.6%
Sacramento	37.2	99.7%

Wasserverteilung und Infrastrukturwartung

Gesamtes Wasserverteilungsnetz: 4.900 Meilen Pipeline. Jährliche Wartungsausgaben für die Infrastruktur: 78,3 Millionen US-Dollar.

• Pipeline-Ersatzrate: 0,5 % jährlich
• Durchschnittsalter der Pipeline: 65 Jahre
• Jährliche Hauptwasserunterbrechungen: 217

Kundenservice und Abrechnungsmanagement

Kundendienstzentren: 12 Standorte. Jährliche Kundeninteraktionen: 1,2 Millionen.

Servicekanal	Jährliche Interaktionen	Durchschnittliche Reaktionszeit
Telefonsupport	620,000	3,2 Minuten
Online-Portal	380,000	Sofort
Walk-in-Zentren	200,000	12 Minuten

Einhaltung gesetzlicher Vorschriften und Berichterstattung

Compliance-Budget: 22,5 Millionen US-Dollar jährlich. Häufigkeit der behördlichen Berichterstattung: Monatlich an staatliche und bundesstaatliche Behörden.

• EPA-Konformitätsrate: 100 %
• Vollständigkeit der Berichterstattung der staatlichen Wasserbehörde: 99,9 %
• Jährliche Umweltverträglichkeitsprüfungen: 4

Investitionen und Ausbau der Infrastruktur

Jährliche Investitionsausgaben: 185,6 Millionen US-Dollar. Schwerpunktbereiche des Infrastrukturausbaus: Modernisierung der Wasseraufbereitung, Modernisierung von Rohrleitungen.

Anlagekategorie	Budgetzuweisung 2024	Erwartete Verbesserung
Modernisierung der Kläranlage	72,3 Millionen US-Dollar	15 % Effizienzsteigerung
Pipeline-Austausch	58,9 Millionen US-Dollar	Reduzieren Sie den Wasserverlust um 3 %
Technologieintegration	54,4 Millionen US-Dollar	Erweiterte Überwachungsfunktionen

California Water Service Group (CWT) – Geschäftsmodell: Schlüsselressourcen

Wasseraufbereitungsanlagen und Infrastruktur

Die California Water Service Group betreibt 43 Wasseraufbereitungsanlagen in mehreren Bundesstaaten. Die gesamte Wasseraufbereitungsinfrastruktur hat einen Wert von 1,38 Milliarden US-Dollar (Stand 2023). Die Serviceabdeckung umfasst 482.000 Verbindungen in Kalifornien, Washington, New Mexico und Hawaii.

Kategorie „Infrastruktur“.	Menge	Geschätzter Wert
Wasseraufbereitungsanlagen	43	1,38 Milliarden US-Dollar
Wasserleitungen	4.800 Meilen	620 Millionen Dollar
Speicherreservoirs	89	210 Millionen Dollar

Fortschrittliche Wassermanagementtechnologie

Die Investitionen in die technologische Infrastruktur beliefen sich im Jahr 2023 auf insgesamt 87,4 Millionen US-Dollar. Zu den technologischen Vermögenswerten gehören:

• Erweiterte Messinfrastruktur (AMI)
• Systeme zur Überwachung der Wasserqualität in Echtzeit
• Leckerkennungstechnologien
• Kartierung von geografischen Informationssystemen (GIS).

Qualifizierte Arbeitskräfte

Gesamtbelegschaft: 1.093 Mitarbeiter, Stand Dezember 2023. Aufteilung nach Berufsgruppen:

Professionelle Kategorie	Anzahl der Mitarbeiter
Ingenieure	214
Techniker	341
Verwaltungspersonal	538

Wasserrechte und Verteilungsnetze

Wasserrechtsportfolio: Besitzt Wasserrechte in vier Bundesstaaten und deckt eine jährliche Wasserzuteilung von etwa 168.000 Acre-Fuß ab. Das Verteilungsnetz erstreckt sich über 4.800 Meilen Wasserleitungen.

Finanzkapital

Finanzielle Ausstattung ab Q4 2023:

• Gesamtvermögen: 2,1 Milliarden US-Dollar
• Zahlungsmittel und Zahlungsmitteläquivalente: 87,6 Millionen US-Dollar
• Jährliche Kapitalausgaben: 245,3 Millionen US-Dollar
• Langfristige Schulden: 1,2 Milliarden US-Dollar

California Water Service Group (CWT) – Geschäftsmodell: Wertversprechen

Zuverlässige und sichere Trinkwasserversorgung

Die California Water Service Group versorgt 1,9 Millionen Menschen in 510 Gemeinden in Kalifornien. Das Unternehmen betreibt 41 Wasseraufbereitungsanlagen und unterhält 4.900 Meilen Wasserleitungen.

Servicebereich	Bevölkerung bedient	Wasseraufbereitungsanlagen	Wasserverteilungsnetz
Kalifornien	1,9 Millionen	41 Pflanzen	4.900 Meilen

Gleichbleibende Wasserqualität und Service

CWT führt jährlich über 130.000 Wasserqualitätstests durch und stellt so eine 99,9-prozentige Einhaltung der staatlichen und bundesstaatlichen Trinkwasserstandards sicher.

• Wasserqualitätsprüfungen pro Jahr: 130.000
• Compliance-Rate: 99,9 %
• Erfüllte regulatorische Standards: Bundesstaat und Bund

Nachhaltige Wassermanagementpraktiken

Im Jahr 2022 investierte CWT 228,3 Millionen US-Dollar in Infrastrukturverbesserungen und Wasserschutztechnologien.

Infrastrukturinvestitionen	Investition in den Wasserschutz	Nachhaltigkeitsinitiativen
228,3 Millionen US-Dollar	45,6 Millionen US-Dollar	10 große Naturschutzprojekte

Erschwingliche Versorgungstarife für Privatkunden

Die durchschnittlichen Wassergebühren für Privathaushalte in CWT-Versorgungsgebieten liegen zwischen 45 und 65 US-Dollar pro Monat und liegen damit 12 % unter dem Durchschnitt des US-Bundesstaates Kalifornien.

• Durchschnittliche monatliche Wasserrechnung für Privathaushalte: 45–65 US-Dollar
• Vergleichsrate: 12 % unter dem Landesdurchschnitt

Umweltschutz und Umweltschutzbemühungen

CWT hat den Wasserverbrauch durch Naturschutzprogramme im Jahr 2022 um 15 % reduziert und so etwa 8,2 Milliarden Gallonen Wasser eingespart.

Wasser gespart	Erhaltungsreduzierung	Verbraucherbeteiligung
8,2 Milliarden Gallonen	15 % Ermäßigung	Über 50.000 Kunden engagiert

California Water Service Group (CWT) – Geschäftsmodell: Kundenbeziehungen

Direkte Kundensupportkanäle

Die California Water Service Group unterhält Kundensupportkanäle mit den folgenden Kennzahlen:

Support-Kanal	Kontaktvolumen (jährlich)	Durchschnittliche Reaktionszeit
Telefonsupport	387.642 Anrufe	12 Minuten
E-Mail-Support	129.548 E-Mails	24 Stunden
Walk-in-Zentren	42.316 Kundeninteraktionen	15 Minuten

Online-Kontoverwaltungsplattformen

Statistiken zum Engagement auf digitalen Plattformen:

• Online-Kontoregistrierungen: 276.845 Kunden
• Downloads mobiler Apps: 184.329
• Zahlungsrate digitaler Rechnungen: 68,3 %

Community-Engagement- und Bildungsprogramme

Programmtyp	Jährliche Teilnehmer	Programmkosten
Wasserschutz-Workshops	12.547 Teilnehmer	$387,600
Schulbildungsprogramme	8.942 Studierende	$214,500

Transparente Abrechnung und Servicekommunikation

Kennzahlen zur Abrechnungskommunikation:

• Durchschnittliche monatliche Abrechnungen: 1.092.847
• Transparenzrate der Online-Abrechnung: 92,4 %
• Zeit für die Lösung von Rechnungsstreitigkeiten: 3,7 Tage

Reaktionsschnelle Notfall-Reparaturdienste

Servicekategorie	Durchschnittliche Reaktionszeit	Jährliche Serviceeinsätze
Wasserhauptleitungen brechen	2,1 Stunden	1.247 Vorfälle
Notfall-Leckreparaturen	1,6 Stunden	3.698 Vorfälle

California Water Service Group (CWT) – Geschäftsmodell: Kanäle

Kundendienst-Callcenter

Die California Water Service Group betreibt mehrere Kundendienst-Callcenter mit 247 engagierten Servicemitarbeitern. Im Jahr 2023 wickelten diese Callcenter 1.284.576 Kundeninteraktionen ab, mit einer durchschnittlichen Wartezeit von 3,2 Minuten.

Callcenter-Kennzahlen	Daten für 2023
Gesamte Kundeninteraktionen	1,284,576
Durchschnittliche Wartezeit	3,2 Minuten
Anzahl der Servicemitarbeiter	247

Online-Webportal

Das Webportal des Unternehmens unterstützt 98.3% von Kundendiensttransaktionen digital. Im Jahr 2023 verzeichnete das Portal 876.432 einzelne monatliche Nutzer mit einer Nutzerzufriedenheitsrate von 92,7 %.

• Monatliche Unique User: 876.432
• Benutzerzufriedenheitsrate: 92,7 %
• Unterstützung digitaler Transaktionen: 98,3 %

Mobile Anwendung

Die mobile Anwendung von CWT wurde im Jahr 2023 342.156 Mal heruntergeladen, mit 214.879 aktiven monatlichen Nutzern. Die App unterstützt Rechnungszahlung, Nutzungsverfolgung und Einreichung von Serviceanfragen.

Metriken für mobile Apps	Daten für 2023
Gesamtzahl der Downloads	342,156
Monatlich aktive Benutzer	214,879

Physische Abrechnungs- und Zahlungsstandorte

Die California Water Service Group unterhält in ihren Servicegebieten 37 physische Kundendienstzentren. Diese Standorte verarbeiteten im Jahr 2023 Kundenzahlungen in Höhe von 124,6 Millionen US-Dollar.

Lokale Community Outreach-Veranstaltungen

Im Jahr 2023 führte CWT 276 Community-Outreach-Veranstaltungen durch und erreichte dabei rund 92.543 Kunden direkt. Der Schwerpunkt dieser Veranstaltungen lag auf Wasserschutz, Infrastrukturaktualisierungen und Kundenschulung.

Kennzahlen zur Community-Reichweite	Daten für 2023
Gesamtzahl der Ereignisse	276
Kunden erreicht	92,543

California Water Service Group (CWT) – Geschäftsmodell: Kundensegmente

Privatwasserverbraucher

Die California Water Service Group versorgt rund 1,9 Millionen Menschen in ganz Kalifornien mit 475.000 Serviceanschlüssen.

Segmentdetails	Metriken
Gesamte Wohnanschlüsse	370,000
Durchschnittliche monatliche Wasserrechnung für Privathaushalte	$68.42
Abdeckung des Servicebereichs	24 kalifornische Gemeinden

Gewerbe- und Industriekunden

CWT bietet Wasserdienstleistungen für verschiedene Gewerbe- und Industriekunden an.

• Gesamtzahl der kommerziellen Verbindungen: 45.000
• Durchschnittliche monatliche gewerbliche Wasserrechnung: 412,50 $
• Industrieller Wasserverbrauch: 15 % der gesamten Wasserverteilung

Kommunale und staatliche Kunden

Kundentyp	Anzahl der Verbindungen
Kommunale Behörden	37
Regierungseinrichtungen	62
Gesamter kommunaler Wasserverbrauch	8,2 Millionen Gallonen pro Tag

Landwirtschaftliche Wassernutzer

CWT unterstützt eine begrenzte landwirtschaftliche Wasserverteilung.

• Landwirtschaftliche Verbindungen: 1.200
• Landwirtschaftlicher Wasserverbrauch: 3 % der gesamten Wasserverteilung
• Durchschnittliche monatliche landwirtschaftliche Wasserrechnung: 1.245,00 $

Vorstädtische und städtische Gemeinden

Community-Typ	Serviceabdeckung
Vorstadtgebiete	16 Gemeinden
Städtische Gebiete	8 Gemeinden
Gesamtbevölkerung im Versorgungsgebiet	1,9 Millionen

California Water Service Group (CWT) – Geschäftsmodell: Kostenstruktur

Wartung und Reparatur der Infrastruktur

Im Jahr 2022 gab die California Water Service Group 215,3 Millionen US-Dollar für die Wartung und Reparatur der Infrastruktur aus. Das Unternehmen betreibt in seinen Versorgungsgebieten rund 6.000 Meilen Wasserleitungen.

Kostenkategorie	Jährliche Ausgaben
Reparaturen von Wasserleitungen	87,6 Millionen US-Dollar
Pipeline-Austausch	63,4 Millionen US-Dollar
Anlagenwartung	64,3 Millionen US-Dollar

Kosten für Wasseraufbereitung und -reinigung

Die Wasseraufbereitungskosten für CWT beliefen sich im Jahr 2022 auf insgesamt 92,7 Millionen US-Dollar, wobei die spezifischen Zuweisungen wie folgt erfolgen:

• Chemische Behandlung: 37,2 Millionen US-Dollar
• Wasserqualitätsprüfung: 18,5 Millionen US-Dollar
• Wartung der Reinigungsausrüstung: 36,9 Millionen US-Dollar

Gehälter und Leistungen der Mitarbeiter

Die gesamten Personalkosten der California Water Service Group beliefen sich im Jahr 2022 auf 206,4 Millionen US-Dollar.

Ausgabentyp	Betrag
Grundgehälter	156,3 Millionen US-Dollar
Krankenversicherung	28,6 Millionen US-Dollar
Altersvorsorgeleistungen	21,5 Millionen US-Dollar

Kosten für die Einhaltung gesetzlicher Vorschriften

Die Compliance-Aufwendungen für CWT beliefen sich im Jahr 2022 auf 45,6 Millionen US-Dollar und deckten verschiedene regulatorische Anforderungen ab.

• Umweltkonformität: 22,3 Millionen US-Dollar
• Sicherheitsvorschriften: 14,2 Millionen US-Dollar
• Berichterstattung und Dokumentation: 9,1 Millionen US-Dollar

Technologie- und System-Upgrades

Die Technologieinvestitionen der California Water Service Group beliefen sich im Jahr 2022 auf insgesamt 67,5 Millionen US-Dollar.

Kategorie „Technologie“.	Investition
Digitale Infrastruktur	29,6 Millionen US-Dollar
Smart-Metering-Technologie	21,3 Millionen US-Dollar
Cybersicherheitssysteme	16,6 Millionen US-Dollar

California Water Service Group (CWT) – Geschäftsmodell: Einnahmequellen

Gebühren für die Wasserversorgung in Wohngebieten

Die California Water Service Group erwirtschaftete im Jahr 2022 einen Gesamtumsatz aus Wasserdienstleistungen in Höhe von 673,7 Millionen US-Dollar, wobei Privatkunden etwa 74 % des Gesamtumsatzes ausmachten.

Kundensegment	Jahresumsatz	Prozentsatz des Gesamtumsatzes
Wasserversorgung für Privathaushalte	498,54 Millionen US-Dollar	74%

Gebühren für die gewerbliche Wasserversorgung

Die Gebühren für die gewerbliche Wasserversorgung machten im Jahr 2022 etwa 22 % der gesamten Einnahmen aus der Wasserversorgung aus und beliefen sich auf 148,21 Millionen US-Dollar.

Gewerbliche Kundenkategorien	Jahresumsatz
Geschäfts-/Industrienutzer	89,93 Millionen US-Dollar
Institutionelle Kunden	58,28 Millionen US-Dollar

Gebühren für den Infrastrukturanschluss

Im Jahr 2022 sammelte CWT 21,4 Millionen US-Dollar aus Infrastrukturverbindungsgebühren in seinen Servicegebieten.

• Neue Wohnanschlussgebühren: 15,6 Millionen US-Dollar
• Kommerzielle Verbindungsgebühren: 5,8 Millionen US-Dollar

Wassernutzungstarife

Die gestaffelten Wassernutzungstarife von CWT generierten im Jahr 2022 einen zusätzlichen Umsatz von 37,5 Millionen US-Dollar.

Tarifstufe	Generierter Umsatz
Stufe 1 (Grundlegende Nutzung)	22,1 Millionen US-Dollar
Stufe 2 (höhere Nutzung)	15,4 Millionen US-Dollar

Regierungsinfrastrukturverträge

Staatliche Infrastrukturverträge trugen im Jahr 2022 28,6 Millionen US-Dollar zum Gesamtumsatz von CWT bei.

• Kommunale Infrastrukturprojekte: 18,3 Millionen US-Dollar
• Staatliche Wasserinfrastrukturverträge: 10,3 Millionen US-Dollar

California Water Service Group (CWT) - Canvas Business Model: Value Propositions

You're looking at the core promises California Water Service Group (CWT) makes to its customers and investors as of late 2025. These aren't just mission statements; they are backed by capital plans and regulatory agreements.

Safe, reliable, and high-quality drinking water service

California Water Service Group (CWT) delivers service to over 2.1 million people across California, Hawaii, New Mexico, Washington, and Texas. The company affirms its focus on delivering safe, affordable, reliable water service to its customers.

• S&P Global credit rating of A+/ Stable affirmed for the California Water Service Company (Cal Water) subsidiary.
• The 2024 Sustainability Report was published, highlighting progress on sustainability targets.

Long-term infrastructure investment for system sustainability

The commitment here is concrete capital deployment to keep the system modern and resilient. California Water Service Group (CWT) proposes to invest more than $1.6 billion across its districts for the period spanning 2025-2027. This investment supports system sustainability and reliable supply.

Here's a look at the capital deployment numbers we see through the third quarter of 2025:

Metric	Amount/Period	Reference Point
Proposed Total Investment (2025-2027)	More than $1.6 billion	2024 CA GRC Infrastructure Improvement Plans
Newly Proposed Capital Investments (2025-2027)	Approximately $1.3 billion	2024 CA GRC Filing
Pipeline Replacement Percentage of New Improvements	About 46%	Designed to enhance water supply reliability
YTD Capital Investment (as of Q3 2025)	$364.7 million	Up 9.8% compared to the same period in 2024
Q3 2025 Infrastructure Investment	$135.2 million	A 14.8% increase over Q3 2024

The company is definitely putting money to work; for instance, YTD capital investments through the first six months of 2025 were $229.5 million.

Regulatory stability with cost of capital extended through 2027

The California Public Utilities Commission (CPUC) granted an extension, which means the current regulatory framework for returns stays put for a bit longer. This reduces near-term regulatory uncertainty, which is always good for planning long-term capital projects.

The extension pushes the next Cost of Capital filing deadline to May 1, 2027. This keeps the existing Water Cost of Capital Mechanisms (WCCM) in effect.

Here are the key authorized financial parameters maintained by this extension:

Financial Parameter	Authorized Rate/Value
Return on Equity (ROE)	10.27%
Cost of Debt	4.23%
Authorized Rate of Return	7.46%
Capital Structure: Common Equity	53.40%
Capital Structure: Long-Term Debt	46.60%

The WCCM will next measure the Moody's Utilities Bond Index on September 30, 2026, with any resulting ROE change taking effect on January 1, 2027.

Commitment to corporate social responsibility and sustainability

California Water Service Group (CWT) maintains a long history of shareholder returns, which speaks to operational consistency. The company declared its 323rd consecutive quarterly dividend of $0.30 per share. That's a streak of 58 consecutive years of dividend increases.

Affordable service via proposed Low-Use Water Equity Program

As part of the 2024 California General Rate Case (GRC) application, California Water Service Group (CWT) proposed a Low-Use Water Equity Program. This program is designed to decouple revenue from water sales to help lower-income, low-water-using customers.

The proposed revenue adjustments tied to the GRC application that the program is part of look like this:

Year	Proposed Revenue Increase	Percentage Increase
2026	$140.6 million	17.1%
2027	$74.2 million	7.7%
2028	$83.6 million	8.1%

Also, in Hawaii, the Hawaii Public Utilities Commission approved a rate increase for Waikoloa systems expected to add $4.7 million in annual revenues.

California Water Service Group (CWT) - Canvas Business Model: Customer Relationships

California Water Service Group (CWT) maintains customer relationships built on the foundation of essential utility service, characterized by a highly regulated environment and minimal direct competition across its operating territories.

Regulated, long-term relationships with minimal competition

The relationship is inherently long-term, as customers rely on California Water Service Group for a life-sustaining resource. The company serves over 2.1 million people across California, Hawaii, New Mexico, Washington, and Texas. This regulated structure means customer interactions are heavily influenced by state and local utility commissions. For instance, the S&P Global credit rating of A+/ Stable affirmed for California Water Service Company (Cal Water) reflects regulatory stability and operational performance that underpins customer trust. The commitment to shareholders is also reflected in the dividend history, with the 323rd consecutive quarterly dividend declared in the amount of $0.30 per share for Q3 2025, continuing a 58-year streak of increases.

Customer service centers and digital self-service portals

Customer interaction is managed through traditional service centers and expanding digital channels. On December 1, 2025, some offices were experiencing high call volume across All districts, prompting the company to direct non-emergency issues to the Contact Us form. For payments, customers have the option of calling the pay-by-phone number at (866) 734-0743, or using the website. The digital self-service portal allows customers to manage their account, make payments, and initiate start/stop service requests online.

The nature of customer interaction channels can be summarized as follows:

Channel Type	Contact Method/Metric	Data Point (Late 2025)
In-Person/Phone Support	Reported High Call Volume	Affecting All districts as of December 1, 2025
Digital Self-Service	Online Account Management	Available for payment, contact updates, and service start/stop
Automated Phone Payment	Pay-by-Phone Number	(866) 734-0743
Conservation Hotline	Dedicated Phone Line	(844) 207-1313

Public outreach for conservation and water-use efficiency

California Water Service Group actively engages customers on conservation, linking these efforts to long-term cost management. Customers participating in rebates and programs in 2025 are projected to help California save more than 442 million gallons over their lifetime. This focus on efficiency has a measurable financial impact; a study showed conservation efforts reduced customer bills by up to 20.5% over 15 years. By October 2025, Cal Water's overall water-use reduction was 14.7% compared with October 2020. The company has a filed a $1.6 billion investment proposal for California from 2025-2027 within its 2024 General Rate Case, which includes infrastructure supporting reliability and sustainability.

Key conservation metrics and program impacts include:

• Overall water-use reduction in October 2025: 14.7%
• Projected lifetime water savings from 2025 participants: Over 442 million gallons
• Maximum bill reduction from 15 years of conservation: Up to 20.5%
• Example District Reduction (Livermore, October 2025): 30.1%

Proactive communication during service disruptions or water quality issues

Proactive communication centers on service alerts and mandated water quality reporting. For water quality, Cal Water published its 2024 Consumer Confidence Reports (CCRs) online in June 2025, confirming that the water met all primary and secondary federal and state standards for 2024. The company conducts more than 600,000 water quality tests per year for over 300 contaminants. During service issues, customers are directed to check the Alert Center or call district-specific phone numbers for urgent matters, while non-emergency issues can use the online form.

Managing rate case proceedings for fair and affordable rates

Managing regulatory proceedings is central to maintaining the relationship, balancing investment needs with customer affordability. Cal Water is in the third year of a three-year rate case cycle, which is typically the most financially challenging period while awaiting regulatory relief. The company is actively managing several proceedings:

• 2024 California General Rate Case (GRC): The proceeding is proceeding on schedule, with authorization for inflation-based interim rate increases effective January 1, 2026.
• Hawaii Water Service: The Hawaii Public Utilities Commission approved a rate increase for Waikoloa systems expected to increase annual revenues by $4.7 million.
• Washington State: A GRC was filed seeking to increase annual revenues by $4.9 million, with potential new rates by December 15, 2025.
• Drought Cost Recovery: In Q1 2025, approval was received to recover $1.4 million in drought-related costs, with surcharges implemented on April 1, 2025.

The company's YTD 2025 capital investments reached $364.7 million, up 9.8% compared to the same period in 2024, demonstrating investment activity while rates are pending. Finance: draft 13-week cash view by Friday.

California Water Service Group (CWT) - Canvas Business Model: Channels

You're looking at how California Water Service Group gets its water and its service information to the people who pay for it. It's a utility, so the channels are heavily weighted toward physical infrastructure and regulated interaction.

Physical water distribution network (pipes and mains)

This is the core channel. California Water Service Group, the largest regulated water utility operating exclusively in the western United States, relies on this massive physical asset base to deliver water and/or wastewater services. The commitment to maintaining and expanding this network is clear in their spending.

For the nine months ending September 30, 2025, Group capital investments totaled $364.7 million, which was up 9.8% compared to the same period in 2024. Specifically in the third quarter of 2025, the company invested $135.2 million in water system infrastructure, a 14.8% increase over Q3 2024. The capital expenditure forecast shows investments at approximately four times the depreciation rate, showing a strong focus on renewal and expansion. Furthermore, Cal Water has proposed to invest more than $1.6 billion in its districts from 2025-2027 as part of its 2024 California General Rate Case (GRC).

The service delivery channels span multiple states through regulated subsidiaries:

• California Water Service (Cal Water)
• Hawaii Water Service
• New Mexico Water Service
• Washington Water Service
• Texas Water Service (utility holding company)

Collectively, these channels serve over 2.1 million people across the western U.S. as of late 2025.

Direct billing and customer communication via mail and email

The traditional channels for financial interaction remain in place, though digital adoption is certainly growing. You see evidence of this communication through regular financial actions, like the declaration of the 323rd consecutive quarterly dividend of $0.30 per share in Q3 2025. The anticipated total 2025 dividend is $1.24 per share, reflecting a 10.71% increase from the prior year.

Online portals for bill payment and service requests

While specific portal usage statistics aren't in the latest reports, the company's focus on operational efficiency suggests these digital channels are key for managing the customer base. The utility is actively pursuing rate changes that impact customer bills, which necessitates clear communication, often routed through these digital platforms for efficiency.

Local field service teams for maintenance and repairs

These teams are the physical manifestation of the service channel on the ground. Their work is directly funded by the infrastructure investments mentioned earlier. For example, in Washington, the company has filed a General Rate Case seeking to increase annual revenues by $4.9 million to recover higher operating and maintenance expenses and costs associated with water system improvements made over the past two years, with new rates potentially taking effect as early as December 15, 2025.

State regulatory filings (e.g., CPUC) for rate changes

Regulatory approval is a critical, non-negotiable channel for revenue realization. Cal Water submitted its 2024 GRC application to the CPUC on July 8, 2024, seeking to raise customer rates by more than 30% over the three-year period starting in 2026. The CPUC has authorized inflation-based interim rate increases effective January 1, 2026, until a final decision is issued. This regulatory process is complex, as shown by the difference between the company's request and the Public Advocates Office's recommendation for the 2026 revenue requirement.

Here's a quick look at the rate change proposals for California:

Metric	California Water Service Request	Public Advocates Office Recommendation
2026 Increased Revenue	$140.6 M	Revenue Change of -$17.7 M
2026 Percentage Increase	17.1%	Percentage Change of -2.1%
2026 Total Revenue Requirement	$964 million	$816 million

Also, in Hawaii, the Public Utilities Commission approved a rate increase for the Waikoloa systems expected to increase annual revenues by $4.7 million.

Finance: draft 13-week cash view by Friday.

California Water Service Group (CWT) - Canvas Business Model: Customer Segments

California Water Service Group serves a broad base of customers across multiple western states, providing essential water and, in select areas, wastewater services. The total population relying on the regulated utilities of California Water Service Group, Hawaii Water Service, New Mexico Water Service, and Washington Water Service, along with the utility holding company Texas Water Service, is more than 2.1 million people as of late 2025.

The customer base is geographically diverse, spanning California, Hawaii, New Mexico, Washington, and Texas. The largest subsidiary, California Water Service (Cal Water), serves about 2 million people across over 100 communities within California alone. In 2024, the combined operations across California, Hawaii, New Mexico, and Washington served over 560,000 customer connections.

You can see a breakdown of the service footprint and service types below. This structure shows the utility's reliance on regulated water delivery across a wide geography, supplemented by wastewater services in specific locations.

Service Area/Entity	Primary Service Type	Customer/Population Metric	Reference Data Year
Total Group Service Area	Water and/or Wastewater	More than 2.1 million people served	Late 2025
California Water Service (Cal Water)	Water	About 2 million people served	Late 2025
Cal Water Districts	Water	Over 100 Communities served	Late 2025
Cal Water Connections (CA, HI, NM, WA)	Water	Over 560,000 customer connections	2024
Hawaii Water Service	Water and/or Wastewater	Part of total population served	Late 2025
Waikoloa Systems (Hawaii)	Water and Wastewater	Rate increase expected to add $4.7 million in annual revenues	Q3 2025
Silverwood Systems	Wastewater and Recycled Water	Agreement executed to own and operate	Q2 2025

The customer segments are not limited to standard residential and business accounts; they also include specific governmental contracts and a focus on securing public funding for infrastructure improvements. For instance, the company has a direct relationship with the federal government for utility services.

• Residential customers (implied by the large population served across utility districts).
• Commercial and industrial businesses (implied by general utility service and wastewater operations).
• Government and public sector entities, including operating the Travis Air Force Base water system under a federal contract.
• Customers in California, where Cal Water has 497,600 Customers.
• Communities receiving support via grant applications, with $10.7 million in government grant funding applications submitted in 2024.

California Water Service Group (CWT) - Canvas Business Model: Cost Structure

You're looking at the expenses that keep the water flowing for California Water Service Group, and honestly, it's a business built on big, long-term spending. The cost structure is heavily weighted toward things you can't easily cut, which is typical for a regulated utility.

High fixed costs from regulated infrastructure and assets are the bedrock here. This is the cost of owning and maintaining the pipes, treatment plants, and reservoirs that serve over 2.1 million people across five states. This fixed nature means costs don't drop much even if usage dips, which you saw when declining customer water usage reduced Q3 2025 revenue by $8.1 million.

The sheer scale of investment shows where the money goes:

• Capital Expenditures (CapEx): The commitment to infrastructure renewal is clear. California Water Service Group invested $135.2 million in water system infrastructure during Q3 2025.
• Year-to-date (YTD) capital investments through September 30, 2025, reached $364.7 million, which was up 9.8% compared to the same period in 2024.
• Management has signaled this spending is significant, with the capital expenditure forecast showing investments at approximately four times the depreciation rate.

When you look at the operating expenses for the third quarter of 2025, they totaled $240.6 million, an increase of $7.8 million or 3.4% compared to Q3 2024's $232.8 million.

The variable and semi-variable costs driving that operating expense increase include:

• Water production costs increased by $7.6 million year-over-year in Q3 2025, driven primarily by increases in wholesale water rates.
• Labor and employee benefit expenses contributed to an increase in Other operations expenses, which rose by $7.8 million overall, alongside bad debt expenses.
• Interest expense also rose to $18.1 million in Q3 2025, up from $14.4 million in Q3 2024, given the rate environment.

The non-cash costs associated with these assets are also a major line item. Depreciation and amortization increased by $3.1 million in Q3 2025 due to new capital assets being placed in service. This increase in depreciation expense was noted as a negative factor on EPS, reducing it by $0.04 per share for the quarter.

Here's a quick look at some of the key financial figures influencing the cost side of the equation for Q3 2025:

Cost/Expense Metric	Q3 2025 Amount	Comparison/Driver
Total Operating Expenses	$240.6 million	Up 3.4% YoY
Water Production Cost Increase	$7.6 million	Primarily due to wholesale water rate increases
Depreciation & Amortization Change	+$3.1 million	Due to new capital assets placed in service
Capital Investment (Capex)	$135.2 million	Up 14.8% YoY
YTD Capital Investment	$364.7 million	Up 9.8% YoY

The utility is actively managing these costs, partly through regulatory mechanisms. For instance, they received $24.2 million net in PFAS settlement proceeds in Q3 2025, which management plans to use to directly offset PFAS-related capital expenditures.

California Water Service Group (CWT) - Canvas Business Model: Revenue Streams

You're looking at the core income drivers for California Water Service Group as of late 2025. The revenue streams are heavily anchored in its regulated utility status, which provides a predictable, albeit rate-dependent, cash flow.

The primary source is regulated utility revenue from water and wastewater sales across the states it serves, including California, Hawaii, New Mexico, Washington, and Texas, providing service to over 2.1 million people. This regulated structure means revenue growth is largely tied to infrastructure investment and regulatory approvals.

A key component supporting this is the process for rate increases authorized by state commissions. For the Year-to-Date (YTD) 2025 period, these authorized rate changes have added $57.5 million to revenue. This is a critical input, especially since the Chairman noted that Cal Water is in the third year of a three-year rate case cycle, which is typically the leanest financial year while awaiting regulatory relief.

The company uses revenue adjustment mechanisms (M-WRAM) to decouple sales from revenue, aiming to smooth out the impact of weather-driven usage fluctuations. For YTD 2025, there was a reported decrease in M-WRAM revenue of $13.4 million compared to the prior year. However, looking just at the third quarter (Q3) of 2025, the M-WRAM mechanism actually added $3.7 million in revenue for that period.

The total picture for the first three quarters of 2025 shows a GAAP Total YTD 2025 revenue of $780.2 million. This compares to a Q3 2025 operating revenue of $311.2 million, which was up 3.9% compared to Q3 2024.

Here's a quick look at the key revenue components and their recent impacts:

• Regulated water and wastewater sales form the base.
• Customer usage contributed an additional $2.0 million in revenue YTD 2025.
• Unbilled water sales added $3.2 million YTD 2025.
• New rate approvals in Hawaii are expected to add $4.7 million annually for the Waikoloa systems.
• The company also engages in non-regulated services revenue, though specific dollar amounts for this segment were not detailed in the YTD summary.

To map out the major drivers affecting the top line, consider this breakdown based on the YTD 2025 results compared to the prior year:

Revenue Component	YTD 2025 Impact (vs. YTD 2024)	Notes
Rate Changes (Authorized)	Added $57.5 million	Primary regulatory revenue driver
M-WRAM Adjustment	Decrease of $13.4 million	Decoupling mechanism impact
Customer Usage/Unbilled Sales	Added $5.2 million total	Usage of $2.0M, Unbilled of $3.2M
Total GAAP Revenue	$780.2 million	Year-to-date figure

The structure relies on successful regulatory engagement to realize the full value of its infrastructure investments. Finance: draft 13-week cash view by Friday.