American Water Works : Illinois American Water Invests in Mapping Technology to Enhance Customer Service

Challenges In The Water Industry:

May 18, 2016 Karen Cotton

309.566.4126

karen.cotton@amwater.com

Illinois American Water Invests in Mapping Technology to Enhance Customer Service Urbana, Ill. (May 18, 2016) - For generations, Illinois American Water employees have relied on a book of printed maps and some institutional knowledge to know the precise locations of the system's hydrants, valves, and water main. An investment in Global Positioning System (GPS) technology is changing this and, as a result, enhancing customer service.

Beginning this week, with the help of temporary employees, Illinois American Water's Champaign County District is using GPS to collect data and modernize its mapping system. The statewide program, which launched in 2014 and will continue across the state for the next two years, is a $1.5 million investment. This work is expected to continue in Champaign County through the summer.

According to Shawn Simpson, GIS Project Manager, "This technology helps us capture knowledge, improve customer service, and we're doing it cost effectively. It will also support all business units across our company so they have needed resources at their fingertips."

She explains that with the completion of this project, Illinois American Water employees will be able to use in-vehicle computers or handheld GPS locators to locate assets in the field. This will help decrease response time for main breaks and customer service requests. In addition to increasing efficiencies, the project also supports goals for workforce replenishment.

David Farrar, Sr. Manager of Operations and Production for the Champaign County District said, "Like many companies, Illinois American Water has an aging workforce - over half of our employees will be at retirement age within the next decade. Capturing knowledge now is important to ensuring the high customer service our team prides itself in delivering."

To map the local infrastructure, the temporary employees will be traveling throughout communities to locate and record the location of valves, hydrants and customer connections using GPS equipment. These temporary employees will not need access inside customers' homes to complete this work, but customers may see them working in their neighborhood.

About Illinois American Water

Illinois American Water, a subsidiary of American Water (NYSE: AWK), is the largest investor-owned water utility in the state, providing high-quality and reliable water and/or wastewater services to approximately 1.2 million people. American Water also operates a customer service center in Alton and a quality control and research laboratory in Belleville.

American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. Marking its 130th anniversary this year, the company employs 6,700 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 47 states and Ontario, Canada. More information can be found by visiting www.amwater.com.

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