{"id":802,"date":"2019-12-30T16:48:00","date_gmt":"2019-12-30T21:48:00","guid":{"rendered":"https:\/\/water.phila.gov\/blog\/2019-in-review-part-1\/"},"modified":"2022-12-03T11:37:14","modified_gmt":"2022-12-03T16:37:14","slug":"2019-in-review-part-1","status":"publish","type":"post","link":"https:\/\/water.phila.gov\/blog\/2019-in-review-part-1\/","title":{"rendered":"2019 In Review: A Year of Change, Progress"},"content":{"rendered":"<p class=\"big\">Looking back, every year can seem like a big one\u2014especially for a utility like ours, charged with protecting, treating, and delivering water for more than 1.5 million people&#8230;<\/p>\n<p>But we think you\u2019ll find that this was indeed a momentous year for the Philadelphia Water Department. Our 2019 was a year defined by change and progress.<\/p>\n<h6>Follow along over the next few weeks as we share 2019 highlights and look forward to 2020!<\/h6>\n<hr \/>\n<h2>Change at the Top<\/h2>\n<p>At the top of the list when it comes to changes was the appointment of <strong class=\"inline-block\">Randy E. Hayman, Esq.<\/strong> as our new leader. Commissioner Hayman took the reins this summer after Debra McCarty, appointed by Mayor Kenney at the start of his first term, retired.<\/p>\n<p>Because his impressive career, including becoming a partner at a prestigious Washington, DC environmental law firm and having served as a general counsel for two major water utilities (<a href=\"https:\/\/www.dcwater.com\/\" target=\"_blank\" rel=\"noopener\">DC Water<\/a> and <a href=\"https:\/\/www.stlmsd.com\/\" target=\"_blank\" rel=\"noopener\">Metropolitan St. Louis Sewer District<\/a>), took shape outside of Philadelphia, we conducted some interviews to help our customers get to know him better.<\/p>\n<p>Here, Commissioner Hayman addresses the city and the +2,000 PWD employees dedicated to ensuring Philadelphia has clean water and clean waterways:<\/p>\n<div class=\"video center\">\n<div style=\"padding:54.71% 0 0 0;position:relative;\"><iframe allow=\"autoplay; fullscreen\" allowfullscreen=\"\" frameborder=\"0\" src=\"https:\/\/player.vimeo.com\/video\/369579135?title=0&#038;byline=0&#038;portrait=0\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/div>\n<h4 class=\"top0\">In 2020, Commissioner Hayman wants to:<\/h4>\n<ul>\n<li>Continue our push to <strong>improve customer service<\/strong> and <strong>communicate more<\/strong> with our customers and partners.<\/li>\n<li>Develop a rate structure that is <strong>fair and equitable<\/strong>.<\/li>\n<li>Use our recently enhanced <strong>Intern-to-Hire program<\/strong> to increase our <strong>workforce diversity<\/strong> while attracting <strong>new talent<\/strong> to replace the large pool of retiring workers.<\/li>\n<li>Look for areas where we can <strong>boost efficiency<\/strong> in delivering services <strong>while keeping costs reasonable<\/strong>.<\/li>\n<li>Develop and maintain <strong>proactive business practices<\/strong>.<\/li>\n<\/ul>\n<p>We\u2019ll be sharing more short videos about his priorities as we recap 2019,<strong> so stay tuned!<\/strong><\/p>\n<hr \/>\n<h2>Here are some other achievements we are proud of from the last year:<\/h2>\n<h3>E-Billing and Modernizing Customer Service<\/h3>\n<p>In all of our customer satisfaction surveys, customers listed paperless billing and e-billing as top priorities.<\/p>\n<p>In October, we <em>finally<\/em> <a href=\"https:\/\/www.phila.gov\/2019-10-21-philadelphia-unveils-new-water-bill-payment-website\/\" target=\"_blank\" rel=\"noopener\">made it a reality<\/a> with the launch of <strong><a href=\"https:\/\/secure8.i-doxs.net\/CityOfPhiladelphiaWRB\/SignIn.aspx\" target=\"_blank\" rel=\"noopener\">a new e-billing site<\/a><\/strong>. Part of larger efforts to make managing water accounts more convenient, customers can now set up automatic payments for free, go paperless with online bills, sign up for reminders and alerts, and look up past bills.<\/p>\n<div class=\"video center\"><iframe loading=\"lazy\" allowfullscreen=\"true\" allowtransparency=\"true\" frameborder=\"0\" height=\"420\" scrolling=\"no\" src=\"https:\/\/www.facebook.com\/plugins\/video.php?href=https%3A%2F%2Fwww.facebook.com%2FPhillyH2O%2Fvideos%2F805737006547124%2F&#038;show_text=0&#038;width=560\" style=\"border:none;overflow:hidden\" width=\"100%\"><\/iframe><\/div>\n<p>Thanks to our partners at the City of Philadelphia\u2019s Office of Innovation &#038; Technology and Department of Revenue, the rollout has been hugely popular: nearly <strong>100,000 e-billing accounts have been created<\/strong> in just two short months.<\/p>\n<p>By switching to paperless (which happens automatically when you create an e-billing account, though you can opt-out if you still want paper bills mailed to you) many of those customers will help us reduce costs and waste associated with printing and mailing. You can get all the perks above at <strong><a href=\"http:\/\/www.phila.gov\/waterbill\" target=\"_blank\" rel=\"noopener\">phila.gov\/waterbill<\/a>! <\/strong><\/p>\n<h5>Ready to become an e-billing customer?<br \/>\n<a class=\"btn btn-lg btn-primary white bold\" href=\"https:\/\/secure8.i-doxs.net\/CityOfPhiladelphiaWRB\/EnrollAccount.aspx\" style=\"margin-top: .5em\" target=\"_blank\" rel=\"noopener\">Sign Up Now!<\/a><\/h5>\n<p><strong>In 2020:<\/strong> Look for more customer service improvements as we upgrade to <strong>new meters<\/strong> that provide real-time leak alerts and other features that will give <em>you<\/em> more control and help <em>us<\/em> keep water affordable. You can stay informed with another new customer service tool:<strong><a href=\"https:\/\/phillyh2o.info\/signup\" target=\"_blank\" rel=\"noopener\"> our email and text alerts!<\/a><\/strong><\/p>\n<hr \/>\n<h3>World Leaders (Officially)<\/h3>\n<p>One of the factors that made Commissioner Hayman want to come to Philadelphia was our reputation\u00a0as a national leader among water utilities. This year, he helped elevate that status by successfully nominating PWD to become part of the elite <a href=\"https:\/\/www.leadingutilities.org\/\" target=\"_blank\" rel=\"noopener\">Leading Utilities of the World<\/a> organization, which has just a <em>few dozen members <strong>globally<\/strong><\/em>.<\/p>\n<div class=\"embed center\" style=\"margin-top: 1em;\">\n<blockquote class=\"twitter-tweet\">\n<p>We&#39;re proud to be a new member of the Leading Utilities of the World network: Philly has been a leader in water innovation for over 200 years! In the photo below, PWD Commissioner Randy Hayman is joined by retired Commissioner Howard Neukrug, now with <a href=\"https:\/\/twitter.com\/WaterCenterPenn?ref_src=twsrc%5Etfw\">@WaterCenterPenn<\/a> \ud83d\udc47 <a href=\"https:\/\/twitter.com\/hashtag\/LUOW?src=hash&#038;ref_src=twsrc%5Etfw\">#LUOW<\/a> <a href=\"https:\/\/t.co\/5dpjC6KSPh\">https:\/\/t.co\/5dpjC6KSPh<\/a><\/p>\n<p>\u2014 Philadelphia Water (@PhillyH2O) <a href=\"https:\/\/twitter.com\/PhillyH2O\/status\/1195068742306271233?ref_src=twsrc%5Etfw\">November 14, 2019<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/div>\n<p>In addition to our work in the community with groups like the <strong><a href=\"https:\/\/www.schuylkillwaters.org\/\" target=\"_blank\" rel=\"noopener\">Schuylkill Action Network<\/a><\/strong>, we were recognized for our pioneering work on a <strong>real-time water quality warning system<\/strong> that generates more 200,000 tests daily and for introducing the income-based <strong>Tiered Assistance Program<\/strong> (TAP).<\/p>\n<p>Through October 2019, over 50,000 new assistance applications have been received, allowing us to connect customers with savings and programs that keep\u00a0the water on in more homes. With the new income-based option, we also streamlined the application process so everyone can use the same form.<\/p>\n<h5><a href=\"https:\/\/www.phila.gov\/water\/educationoutreach\/customerassistance\/Pages\/default.aspx\" target=\"_blank\" rel=\"noopener\">Learn more about our Customer\u00a0Assistance\u00a0Programs \u2192<\/a><\/h5>\n<hr \/>\n<h3>Big Bonds Win<\/h3>\n<p>While it probably seems abstract to most, our leadership and financial team\u2014led by <strong>Melissa LaBuda, Deputy Commissioner \/ CFO<\/strong>\u2014worked with the City Treasurer to complete a <strong>$250.7 million<\/strong> Water &#038; Wastewater Revenue Bond Issuance, in August 2019, that allowed the City to borrow money to complete <strong>crucial system-wide infrastructure<\/strong> investments.<\/p>\n<h4>What does that mean for customers?<\/h4>\n<p>PWD was able to get a loan to build the infrastructure every Philadelphian depends at <em>historically low rates<\/em>, making it easier for us to keep water bills here affordable.<\/p>\n<blockquote class=\"semibold\">\n<p>\u201cThe continued strength of PWD\u2019s financial management increased investor demand for their bond leading to the historically low interest rates achieved on this transaction,\u201d <cite class=\"inline-block\">City Treasurer Christian Dunbar said.<\/cite> \u201cThis means our borrowing costs are lower\u2014and that saves [customers\u2019] dollars.\u201d<\/p>\n<\/blockquote>\n<h5><a href=\"https:\/\/mailchi.mp\/phila.gov\/city-issues-250-million-of-water-wastewater-revenue-bonds-at-historically-low-interest-rates?e=ccdff92da\" target=\"_blank\" rel=\"noopener\">Read the announcement from the Mayor\u2019s Office \u2192<\/a><\/h5>\n<hr \/>\n<h3>Showcasing the People Working for You<\/h3>\n<p>We went all out for Customer Service Week 2019 to showcase all the people\u2014from those in the call center answering phones at desks to those crawling through sewers to find leaks\u2014who work for you.<\/p>\n<p>We\u2019re proud of the work they do, and we had a lot of fun sharing their stories across our social media platforms, so check it out in this ICYMI recap:<\/p>\n<div class=\"caption side-info center\" style=\"max-width: 500px; margin-left: auto; margin-right: auto;\">\n<h5 class=\"big\">#CSWeek on @PhillyH2O Blog: <a class=\"big inline-block\" href=\"\/blog\/customer-service-week-2019-recap\" target=\"_blank\" rel=\"noopener\">ICYMI the Customer Service Deep Dive<\/a><\/h5>\n<p><a href=\"\/blog\/customer-service-week-2019-recap\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" alt=\"Online Customer Service Specialist Saterria Kersey pauses work on her laptop to give a thumbs-up\" src=\"\/wp-content\/uploads\/static\/saterria_kersey.jpg\" \/><\/a><\/p>\n<p class=\"caption\">Saterria Kersey worked in the call center for years but recently joined the social media team to help respond to customer service issues on the web.<\/p>\n<\/div>\n<p><em><strong>Next up:<\/strong> We\u2019ll be sharing some of the exciting work we did to promote Philly\u2019s incredible, affordable drinking water, so be sure to follow <strong>@PhillyH2O<\/strong> on social media, sign up for <strong><a href=\"https:\/\/phillyh2o.info\/signup\">email\/sms updates<\/a><\/strong>\u00a0or check back!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It was a momentous year for the Philadelphia Water Department. See how 2019 was a year defined by change and progress.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"custom_css":"","custom_js":"","footnotes":""},"categories":[5],"tags":[51,58,71,104],"class_list":["post-802","post","type-post","status-publish","format-standard","hentry","category-infrastructure","tag-infrastructure-investment","tag-mayors-office","tag-photos","tag-video","wpautop"],"acf":{"suggested":null},"parsely":{"version":"1.1.0","canonical_url":"https:\/\/phila.gov\/blog\/2019-in-review-part-1\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"2019 In Review: A Year of Change, Progress","url":"http:\/\/water.phila.gov\/blog\/2019-in-review-part-1\/","mainEntityOfPage":{"@type":"WebPage","@id":"http:\/\/water.phila.gov\/blog\/2019-in-review-part-1\/"},"thumbnailUrl":"","image":{"@type":"ImageObject","url":""},"articleSection":"Infrastructure","author":[],"creator":[],"publisher":{"@type":"Organization","name":"@PhillyH2O Blog","logo":""},"keywords":["infrastructure investment","mayor's office","photos","video"],"dateCreated":"2019-12-30T21:48:00Z","datePublished":"2019-12-30T21:48:00Z","dateModified":"2022-12-03T16:37:14Z"},"rendered":"<script type=\"application\/ld+json\" class=\"wp-parsely-metadata\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"NewsArticle\",\"headline\":\"2019 In Review: A Year of Change, Progress\",\"url\":\"http:\\\/\\\/water.phila.gov\\\/blog\\\/2019-in-review-part-1\\\/\",\"mainEntityOfPage\":{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/water.phila.gov\\\/blog\\\/2019-in-review-part-1\\\/\"},\"thumbnailUrl\":\"\",\"image\":{\"@type\":\"ImageObject\",\"url\":\"\"},\"articleSection\":\"Infrastructure\",\"author\":[],\"creator\":[],\"publisher\":{\"@type\":\"Organization\",\"name\":\"@PhillyH2O Blog\",\"logo\":\"\"},\"keywords\":[\"infrastructure investment\",\"mayor's office\",\"photos\",\"video\"],\"dateCreated\":\"2019-12-30T21:48:00Z\",\"datePublished\":\"2019-12-30T21:48:00Z\",\"dateModified\":\"2022-12-03T16:37:14Z\"}<\/script>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/phila.gov\/p.js"},"_links":{"self":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts\/802","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/comments?post=802"}],"version-history":[{"count":0,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/posts\/802\/revisions"}],"wp:attachment":[{"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/media?parent=802"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/categories?post=802"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/water.phila.gov\/blog\/wp-json\/wp\/v2\/tags?post=802"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}