2D- Communications and Response — original pdf

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Winter Strom Uri Communications Overview Randi Jenkins, Assistant Director 1 System Map 2 Event Overview Critical 48-hour period Begin Freeze (Approximate) End Freeze (Approximate) 350 300 250 200 150 50 0 ) D G M ( 100 y a D r e p s n o l l a G n o i l l i M / ) G M ( s n o l l a G f o s n o i l l i M 2/10/2021 2/12/2021 2/14/2021 2/16/2021 2/18/2021 2/20/2021 2/22/2021 2/24/2021 2/26/2021 2/28/2021 Storage Pumpage Usage 3 Communication Overview Winter Preparedness Messaging Emergency Notifications Customer Communications Community Recovery Next Steps 4 Winter Preparedness Messaging  Feb 9: Winter weather prep messaging begins  Feb 10: Media release, Website and Social Media • Tips for freezing and subfreezing temperatures • Conservation reminders  After-Action Review to include: • Revisit winter preparedness messaging • Collaboration with other utilities for best practices 5  “Reverse 9-1-1” System through CAPCOG • Landlines automatically enrolled • Residents must subscribe to receive text, cellphone calls, Emergency Notifications Warn Central Texas or emails  1.1 million contacts  Sent two messages: • Announce Boil Water Notice (Feb. 17) • Rescind Boil Water Notice (Feb. 23) 6 Emergency Notifications My ATX Water Customer Portal  Nearly 950,000 email and text messages sent • Text Messages averaged 1,800/minute • Emails averaged 675/minute  Continuous Usage - Leak Alerts • Currently available to customers in the pilot where new meter is installed • 4,190 Alerts based on hourly water usage change • Email alert provided to 2,030 accountholders; 62% open rate • 4,504 Alerts based on monthly water usage change • 92% customer satisfaction rate for alerts based on customer feedback through comments 7 Customer Communications  Daily Operational Updates  Website and Social Media updates and engagement • Received 15,000 comments and direct message questions through social channels  Updates to Frequently Asked Questions  Documents and customer intake form provided in Spanish, Vietnamese, Chinese and Arabic  Interactive Online Maps: Pressure Zone and Boil Water Notice Impacts  Critical Customers 8 Customer Communications Inbound and Outbound Calls  AW’s Customer Service Center takes customer calls 24-hours a day, every day  Inbound Call Volume • Typical: 50 per day • Winter Weather Event: At peak received more than 10,000 per day  Technology challenges resulted in extreme wait times and merging customer calls  Initiated online customer intake form in multiple languages • Received nearly 30,000 requests over four days  Outbound Calls • Established Virtual Call Center (60+ AW staff and 24 COA staff) • Contacted customers for service requests, community recovery and apartment complex checks 9 Community Recovery  Plumbing Repair Coordination  Public Water Stations  Bulk Water Hauling Distribution  Fixed Location Tank  Water Totes (275-gallon) Distribution Next Steps  Continued outbound call efforts  Continued online customer intake form  Online interactive map other utilities and the Texas AWWA  Phone system enhancements  After Action Review 11  Revisit winter preparedness communications, collaborating with Questions and Discussion Water Forward Task Force | July 13, 2021 12