The City’s Utilities Department is charged with the maintenance and regulatory compliance of the water distribution and sewer collection systems. In order for the City to maintain its compliance with the Federal Safe Drinking Water Act and the State of Florida Administrative Code Chapter 62-555 as regulated by the Florida Department of Environmental Protection, the City was required “to establish and implement a routine cross-connection control program to detect and control cross-connection and prevent backflow of contaminants into the water system.”, understanding that it would be a difficult and controversial program. The City decided to approach the project from a customer relations standpoint. Public information and neighborhood meetings were scheduled to engage the public in discussions about these requirements. Through all the meetings, the City heard from our customers that there were four key issues that created a unique and complex challenge to the City: community understanding, affordability, convenience and aesthetics.  Immediately the City was faced with developing a program that was sensitive to North Port’s residents yet effective in reaching its compliance goals.