Ordering Information:
ORDER NUMBER:  3140
DATE AVAILABLE: Summer 2008

Printed Report		PDF
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This report will only be available in electronic format, and AwwaRF will not produce a printed report.

Improved handling and analysis of customer-complaint and online water-quality data can aid utilities in the protection of customers and infrastructure. Specifically, analyzing this data can speed up the detection of water-contamination events. Responders also can use complaint data to determine the extent of the exposed population and identify needed valve closures for isolation and containment. Customer-complaint data has been used for these purposes in the past and should be integrated into early-warning systems. Water utilities will detect contaminated water more rapidly by using all available water system indicators. The Awwa Research Foundation and the AWWA Water Industry Technical Action Fund undertook this joint pilot-study to test the hypothesis that real-time utility analysis of customer-complaint data can be used as an effective method of monitoring contamination events.

The research results were published as the article, "Using Customer Feedback for Improved Water Quality and Infrastructure Monitoring," (Reprinted from Journal AWWA, Vol. 99, No. 11 [November 2007], by permission. Copyright 2007, American Water Works Association)