Achieving public engagement in any project can be daunting, but in the case of inflow and infiltration, the best way is simply making sure customers understand the issue at hand.

“People want to do what they can do to help,” says Karen Anderson, director of community relations for the Western Lake Superior Sanitary District.

WLSSD encompasses 17 communities in a 530-square-mile region around Duluth, Minnesota. Like many, they experienced severe I&I issues through the...