Years of complaints about billing mistakes and hours-long customer-service hold times have prompted San Diego officials to make sweeping changes to the city’s Water Department.
The changes include a new billing system, switching customer service software, new call routing, more payment options and a new policy alerting customers when their bill is being withheld for a leak investigation.
The city is also hiring more customer service workers, paying them more, expanding their training and putting new leaders in charge of their efforts.
https://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.png00Chelsea Camposhttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngChelsea Campos2023-11-14 10:45:322023-11-14 10:47:26‘Ridiculous’ Water Bills. ‘Inordinate’ Hold Times. After Years of Customer Complaints, San Diego is Making Sweeping Changes.
The Vista Irrigation District, one of the San Diego County Water Authority’s 24 member agencies, is celebrating its 100th anniversary.
In the 1920s, citrus and avocado farming in the Vista area increased so quickly that the growing region faced the real danger of running out of water. Completing the Henshaw Dam in 1923 made it possible for the Vista community to receive a reliable water source instead of relying on well water.
The arrival of the new water source sparked discussion about forming a water district to secure additional imported water to make continued growth possible. On August 28, 1923, voters approved the formation of the Vista Irrigation District (VID) in a landslide: 104 votes to four votes in a 100% voter turnout.
https://www.waternewsnetwork.com/wp-content/uploads/2023/08/Vid-100-Big-Tunnel-Bench-1925-845X450.jpg451845Mike Leehttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngMike Lee2023-08-28 10:35:272023-08-28 10:36:09Vista Irrigation District Celebrates 100 Years of Service
Chula Vista, Calif. – Sweetwater Authority announced a new “Free Fishing Sundays” promotion at the Sweetwater Reservoir Recreation Program. Free access begins this Sunday, February 19 and will continue through the end of 2023.
Located at the eastern edge of Bonita, California, Sweetwater Reservoir’s Recreation Program is easily accessible to Authority customers and offers an abundance of outdoor activities, including shoreline fishing and a riding and hiking trail operated by the County of San Diego.
The program’s shoreline fishing access stretches along a 2.5 mile stretch on the south side of Sweetwater Reservoir. Anglers can catch a variety of fish, including bass, catfish, bluegill, red eared sunfish and crappie.
The program is currently open Friday through Monday, from 7 am to 4 pm. Beginning March 1st, the program will be open from 7 am to 5 pm. The entrance is located at 3203 Summit Meadow Road, Bonita, CA 91902. A valid California Department of Fish and Wildlife Fishing License is required. Regular fishing fees are still in effect on Fridays, Saturdays and Mondays.
“We recognize that the recent closure of Loveland Reservoir has impacted recreation access,” said Authority Board Chair Hector Martinez. “We hope that by offering free access to the program on Sundays, customers and local residents will come out and enjoy these outdoor recreational activities located right here in our own community.”
Fifth grade students in the Authority’s service area were also provided free fishing passes for the year through their schools. For more information about the Authority’s Recreation Program, go to: www.sweetwater.org/recreation.
(Editor’s note: The Sweetwater Authority is one of the San Diego County Water Authority’s 24 member agencies that deliver water across the San Diego County region.)
Chula Vista, Calif. – In order to secure additional water supply for our customers, Sweetwater Authority initiated a controlled transfer of water between its two reservoirs on January 26, 2023.
“Late December and January brought substantial rainfall to the region,” said General Manager Carlos Quintero. “However, after four years of dry weather patterns, we are still in need of water. Sweetwater Reservoir is below 40 percent capacity. These transfers are standard operational practices that we conduct to secure the water supply for our customers.”
Water that leaves Loveland Reservoir is transferred through the Sweetwater River channel and captured at Sweetwater Reservoir where it can be treated and distributed to Authority customers at a lower cost than importing water. Recent rainfall and saturated soils have created optimal conditions for the transfer. The Authority anticipates capturing approximately 3,500 acre-feet of water with the transfer. This equates to a savings of approximately $5 million in costs associated with purchasing imported water.
A similar water transfer was last initiated in November 2022. That transfer captured approximately 4,000 acre-feet of water, saving Authority customers more than $6.2 million. Additional runoff will continue to flow in the Sweetwater Reservoir once the transfer is completed from subsequent storms this winter. The Authority expects that after this transfer, there will be sufficient water stored behind Sweetwater Reservoir to provide an adequate supply for over one year. The Authority will monitor the water transfer, which will occur over several weeks, and make modifications as necessary depending on weather conditions.
The Authority worked closely with local landowners and businesses near the Sweetwater River channel, notifying them by mail and phone prior to the start of the transfer to lessen any potential impacts. The Authority conducts controlled transfers periodically and coordinates with the U.S. Fish and Wildlife Service to ensure that environmental needs are met.
https://www.waternewsnetwork.com/wp-content/uploads/2019/06/SWAbluelake-LR.png200200Mike Leehttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngMike Lee2023-01-26 19:29:202023-01-26 19:29:20Sweetwater Authority Secures Additional Water for Customers Through Controlled Transfer Between Reservoirs
Just as owners perform routine maintenance to keep their cars running smoothly, water systems need regular maintenance to provide reliable service. The Vallecitos Water District’s Valve Maintenance Program ensures these vital components in its water distribution remain in good working condition throughout the District. Valves left without proper maintenance for long periods can become a serious problem, especially in an emergency water shutdown.
VWD’s Construction Department manages the program. Two-person teams use maps to familiarize themselves with the location of the 4,959 valves in the system, not including fire hydrants and fire services. Critical valves serve hospitals and businesses. Between 300 and 500 valves are serviced monthly, following American Water Works Association standards.
Small but vital parts monitored
Construction worker Justin Shutt explains valves are isolation and shutoff point for water mains along streets.
“If we have a main break, where a main ruptures, we need to be able to isolate those certain sections without taking too many people out of water” by shutting the valves, said Shutt.
Valve Maintenance Technician John Truppa runs the valve maintenance program. He trains crew members how to use the valve exerciser machine, read maps properly, and respond to customer calls. Customer service is a priority. When a customer reports a water line leak in their home, the valve maintenance crew helps by shutting off the water at the meter.
The Vallecitos Water District’s geographic information system provides a written record of valve location, condition, maintenance, and inspection records for each valve serviced. Reliable recordkeeping is vital to ensure all valves receive regular maintenance and are replaced before coming to the end of their service life to reduce the percentage of failures and inoperable valves. The District monitors valve life span to replace them prior to failure. Areas prone to water main breaks and valves on mains serving large groups of customers get added attention.
Taking turns
Between 300 and 500 valves are serviced monthly by two-person teams. Photo: Vallecitos Water District
Valve maintenance involves performing a prescribed number of turns to “exercise” or test the valve. Turns are calculated in part by the size of the main. Larger transmission water mains require more valve turns, both up and down. Turning speed is also important. If valves are closed too quickly, it creates “water hammer,” or sudden pressure forcing water down the line, potentially triggering water main breaks. You may have heard a water hammer in your house when you shut off a household valve suddenly.
Ounce of prevention
The Vallecitos Water District’s geographic information system provides a written record of valve location, condition, maintenance, and inspection records for each valve serviced. Photo: Vallecitos Water District
Regular valve maintenance prevents unanticipated shutdowns of water service to Vallecitos customers.
“We want to take as few people out of water at a time as we possibly can,” said Shutt. “We keep up on the upgrades and make sure the valves are working the way they’re supposed to.”
The proactive approach by the Vallecitos Water District ensures the reliable delivery of quality water to its customers while ensuring all systems are working properly.
https://www.waternewsnetwork.com/wp-content/uploads/2021/02/VWD-Valve-Turning-1-845X450.jpg450845Gayle Falkenthalhttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngGayle Falkenthal2021-02-03 08:13:182021-02-03 08:20:41Vallecitos Water District Valve Maintenance Program Ensures Reliable Service
Most Americans take a safe and reliable water supply for granted. Dedicated water and wastewater professionals, including Vallecitos Water District employees, work to provide a secure, plentiful supply of drinking water.
Vallecitos Water District customer Manisha Bambhania has a deeper appreciation. A native of India, Bambhania grew up in a home where running water was only available three hours per day, and sometimes much less.
“She would commonly write words like, ‘We all need to conserve, regardless of the drought,’ or ‘Thank you for all you do. We are so grateful for the services you are providing,’” said Public Information Representative Lisa Urabe.
https://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.png00Mike Leehttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngMike Lee2020-04-04 16:30:202020-04-10 15:09:25Customer Thanks Vallecitos Water District Employees for Their Efforts
Most Americans take a safe and reliable water supply for granted. Dedicated water and wastewater professionals, including Vallecitos Water District employees, work to provide a secure, plentiful supply of drinking water.
Vallecitos Water District customer Manisha Bambhania has a deeper appreciation. A native of India, Bambhania grew up in a home where running water was only available three hours per day, and sometimes much less.
Bambhania frequently posted favorable comments on Vallecitos Water District Facebook posts. “She would commonly write words like, ‘We all need to conserve, regardless of the drought,’ or ‘Thank you for all you do. We are so grateful for the services you are providing,’” said Public Information Representative Lisa Urabe.
“After more than a year of continued praise from Manisha, the public information staff reached out to her to thank her in person for her comments,” said Urabe. “We met at her house where she proceeded to tell us her story of growing up in India. Even though she lived in an upper middle-class neighborhood, water scarcity and lack of reliable water and wastewater infrastructure was a very real part of daily living.”
Vallecitos staff created a video to share Bambhania’s story about the work of Vallecitos Water District employees.
Vallecitos Water District employees ‘inspired’
Vallecitos employees viewed the video at a recent all-staff meeting. One of those employees is Dennis Richardson, who has worked for the agency the past 13 years.
“I thought it was incredible for a customer to actually thank the employees for the jobs that they do, and also to give us her past life experience of living in India and the importance of the water to the community,” said Richardson. “I was really inspired by her video.”
Other staff were also pleased at the positive remarks for their work.
“We all enjoy our jobs, and take great pride in what we do in serving the public,” said Shawn Askine, a water systems supervisor. “We’re happy citizens recognize the hard work we do providing clean reliable water to your tap everyday.”
Vallecitos Water District wastewater technicians Chris Deering and Matt Wiess at the Meadowlark Water Reclamation Facility. Photo: Vallecitos Water District
https://www.waternewsnetwork.com/wp-content/uploads/2020/03/VWD-Meadowlark-Stairs-845X450.jpg450845Gayle Falkenthalhttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngGayle Falkenthal2020-04-01 15:44:022020-04-01 18:34:06Customer Thanks Vallecitos Water District Employees for Their Efforts
The Vallecitos Water District is moving beyond traditional bill mailers and tri-fold brochures to communicate with its customers in a more effective and dynamic way by using video.
Vallecitos Board President Hal Martin conceived the idea to create “Work We Do” videos to help customers see and understand first hand the complex work Vallecitos water professionals perform to ensure reliable water and wastewater services. Viewers see and hear from the workers in the field as they complete tasks such as replacing outdated equipment or using smoke testing to detect sewer leaks and protect the environment.
“I’ve seen the quality of staff videos and I realized it was the perfect way to show our customers exactly what we do,” said Martin of the series and the initiative.
Watching crews in action providing the community with reliable drinking water and wastewater services, protecting the environment, and developing the next generation of water workers, makes customers better informed citizens about the area’s vital infrastructure in a transparent way.
The video series also includes helpful information such as how to read water meters.
Online tools transforming community outreach efforts
Vallecitos Water District maintenance professionals perform a valve replacement project featured in the district’s latest Work We Do video. Photo: Vallecitos Water District
“We’re working to change our Public Information Department and keep up with current technology,” said Chris Robbins, Vallecitos public information and conservation supervisor.
Robbins said the goal is to feature each department within the district and focus on topics that lend themselves to visual communication. Videos run three minutes or less to keep the audience engaged.
The latest ‘Work We Do’ video in the series features a recent valve replacement
Finished videos are posted to the district website, YouTube, Facebook and Twitter. The videos can also be seen on the City of San Marcos news channel, San Marcos TV. Videos are also shared through water industry news websites such as Water News Network.
Alicia Yerman, a Vallecitos public information representative, shoots and edits the video series. She schedules time to join crews at work when performing a specific task. She also plays talent scout, finding a knowledgeable employee who can describe the work on camera.
Not all staff want to talk, but Yerman is able to coax at least one Vallecitos staff member to be the ‘on camera talent,’ and she also has a knack for bringing out their best. She finds ways to make staff more comfortable being on camera—either by asking questions or placing staff members in comfortable settings.
Yerman and Public Information Representative Lisa Urabe were recently certified as drone pilots. Future videos will feature district work from a bird’s eye point of view.
https://www.waternewsnetwork.com/wp-content/uploads/2019/10/VWD-Steve-Worker-845X450.jpg450845Gayle Falkenthalhttps://www.waternewsnetwork.com/wp-content/uploads/2018/02/water-news-network.pngGayle Falkenthal2019-10-24 08:39:392019-10-24 11:32:10Vallecitos Water District ‘Work We Do’ Videos Connect With Community
Sweetwater Authority Logo 2019
