Due to recent LCR exceedances, PWSA faced skyrocketing customer requests on top of the order to replace 7% of their roughly 18,000-33,000 lead service lines every year. In addition, their Lead and Copper Compliance (LCR) and Lead Service Line Replacement testing program (LSLR) required immense amounts of manpower. These two events combined to require thousands of point-of-use kits to be collected and tested every year. They looked to 120Water to solve the challenges of siloed data sources, kit delivery and pickup, lab coordination, and distribution of results.
Pittsburgh Water and Sewer Authority (PWSA) has undertaken several key water programs that will set them up for LCRR success. The utilities has offered to replace lead service lines on private property where they are replacing the public-side lines at no direct cost to the customer.
To remain within LCR compliance standards as well as fulfill the promised customer requests, PWSA had to send and test more than 4,000 kits. It was vital to keep up with demand in reasonable time frames and to manage the program as it scaled rapidly, minimizing time-intensive tasks like driving kits and bringing them to a lab.
PWSA has employed 120Water’s digital sampling kits to execute sampling for these programs. Customer data is loaded into the software and triggers the mailing of test kits for consumer requests and post-construction sampling kits after Lead Service Line Replacement. Kits are delivered with clear instructions on how to fill them along with a pre-paid shipping label to return it to the lab, where results are then loaded into the 120Water software and delivered to relevant PWSA team members. 120Water handles mailing results letters to residents, ensuring an end-to-end automated process for the sampling.
The real-time water quality monitoring of lead data afforded by the kits and software combination ensured cost and time savings on the program. Testing turnaround time went down and the automation of testing saved thousands of hours of manual work, while the cost of kits went from $200/kit to $60. In addition, that data-informed infrastructure and remediation programs, setting PWSA up for success in conjunction with their Lead Service Line Replacement Program.
Pittsburgh Water and Sewer Authority was able to reduce their customer request fulfillment from 4 months to 14 days. Facing skyrocketing customer requests, sent and tested more than 4,000 kits in an average of two weeks, implementing 24 hour customer notifications. They saved 80% of their cost on sample kits, and ultimately saved their team 14,000 hours of work by automating the process.