Tapping Into Customer Service at Pittsburgh Water

Tapping Into Customer Service at Pittsburgh Water

When most people think about water service, they may think about turning on the tap, paying a bill, or calling when something goes wrong. But behind every bill, every service question, and every customer interaction is a team of people working to keep essential services moving.  In this episode of Authorities on Air, Julie Mechling, Director of Customer Service at Pittsburgh Water, talks about what customer service really looks like at one of Pennsylvania’s largest municipal water authorities.  Julie shares how Pittsburgh Water supports more than 100,000 accounts, manages customer questions, helps customers understand their bills, and uses technology to improve communication and service. She also explains how tools like advanced meter reading, customer portals, leak alerts, outage notifications, and AI help staff respond more efficiently while keeping the human connection at the center of customer service.  Julie also walks through some of the most important customer-focused work happening at Pittsburgh Water, including: * Billing and meter reading * Emergency dispatch * Customer assistance programs * Lead service line replacement efforts * Leak repair and conservation programs * The role of trained customer service staff in helping residents every day  This conversation is a reminder that water service is about much more than infrastructure. It is also about people, communication, compassion, and trust. As Julie says in the episode, the water that comes out of your tap and the wastewater and stormwater systems you rely on are dependable because real people show up every day to protect and maintain them. PMAA Website [https://www.municipalauthorities.org/] LinkedIn [https://www.linkedin.com/company/pamunicipalauthorities/] Pittsburgh Water Website [https://www.pgh2o.com/]

Smart Water Technology

When you turn on the tap, you expect clean, reliable water. Behind the scenes, today’s municipal authorities are using more than pipes and pumps to keep systems running efficiently and proactively. In this episode of Authorities on Air, we explore what smart water technology means for communities across Pennsylvania. Guest Melissa Rohland of Herbert, Rowland & Grubic, Inc. (HRG) explains how tools like smart meters, SCADA systems, and digital twins help authorities: • Monitor systems in near real time • Identify leaks before they become costly emergencies • Plan capital improvements using better data • Improve long-term reliability and performance We also discuss how data, cloud platforms, and artificial intelligence are giving authority professionals stronger tools to protect public health, strengthen infrastructure, and serve their communities more effectively. If you want a clear look at how innovation is shaping the future of water systems, this episode delivers practical insight without the technical jargon. PMAA Website [https://www.municipalauthorities.org/] LinkedIn [https://www.linkedin.com/company/pamunicipalauthorities/] HRG Website [https://hrg-inc.com/]

Green Stormwater Infrastructure – City Beautiful H2O: A CRW Story

When it rains, most people do not think about where that water goes or what it carries with it. In this episode of Authorities on Air, we explore how green stormwater infrastructure helps communities manage rainwater in smarter, more sustainable ways. Craig Fahnestock and PMAA President Melissa Radovanic are joined by Claire Maulhardt, Stormwater Utility Director at Capital Region Water and President of the Green Infrastructure Leadership Exchange. Claire shares the story behind City Beautiful H2O, a long-term effort in Harrisburg, PA that combines clean water goals with neighborhood improvements, strong partnerships, and meaningful community engagement. In this episode, you will hear about: * What stormwater is and why it matters to water quality and local waterways * How green infrastructure captures rain where it falls instead of sending it into pipes * The role communication and trust play in building community support * Partnerships that turn vacant lots, parks, and streets into functional green spaces * Why community ownership is essential to long-term success This episode highlights how municipal authorities, working alongside residents and partners, can protect water resources while creating healthier, more vibrant communities. PMAA Website [https://www.municipalauthorities.org/] LinkedIn [https://www.linkedin.com/company/pamunicipalauthorities/] Capital Region Water Website [https://capitalregionwater.com/]

Emergency Response: Authorities on the Front Lines

When a water main breaks, most people only notice when service is disrupted. What they don’t see is the rapid, coordinated response working behind the scenes to protect public health and restore service. In this episode of Authorities on Air, we’re joined by Jeremy Horvath, Executive Director, PMAA Region 6 Director and Jeremy Stultz, Systems Supervisor, PMAA Assistant Region 6 Director from Highland Sewer & Water Authority. They share a practical, real-world look at how municipal authorities prepare for and respond to emergencies, especially water main breaks, across a large and complex service area. In this episode, you’ll learn: * What constitutes an emergency for a water authority * How water main breaks are detected and prioritized * What happens from the first call to system restoration * How crews work safely in extreme and unpredictable conditions * How authorities communicate with customers during disruptions This conversation highlights the planning, teamwork, and commitment it takes to keep water flowing, often under challenging conditions and at all hours. PMAA Website [https://www.municipalauthorities.org/] LinkedIn [https://www.linkedin.com/company/pamunicipalauthorities/] Highland Sewer & Water Authority Website [https://www.highlandwater.net/] Highland Sewer & Water Authority - Facebook [https://www.facebook.com/HighlandSewerandWaterAuthority/]

Managing Lost and Non-Revenue Water

Every drop of water has value, and every gallon lost has a cost. In this episode of Authorities on Air, we are joined by the team from Lower Saucon Authority to talk about how they successfully manage lost and non-revenue water, and why it matters to the customers they serve. Recorded live at the PMAA Annual Conference in Bethlehem, Pennsylvania, this conversation features Bill Ross, Administrator, Stacey Fetzer, Assistant Administrator, and Bill Reccek, Operations Supervisor. Together, they explain what “non-revenue water” really means, why water loss is a challenge for every utility, and how a small, highly focused team keeps their system performing at an exceptional level. You'll hear how proactive pipe replacement, daily system monitoring, smart meters, and leak detection technology work together to reduce water loss, control costs, and protect infrastructure. The episode also highlights the importance of educating customers, communicating transparently, and staying vigilant even when performance is strong. This is a clear, practical look at how thoughtful system care and teamwork help protect public water systems and deliver real value to the community. PMAA Website [https://www.municipalauthorities.org/] LinkedIn [https://www.linkedin.com/company/pamunicipalauthorities/] Lower Saucon Authority Website [https://lowersauconauthority.org/] Lower Saucon Authority - Facebook [https://www.facebook.com/LowerSauconAuthority/]