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Home My WebLink AboutIR 018 INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 22-018 To the Mayor and Members of the City Council February 1, 2022 Page 1 of 2 i i7 Y SUBJECT: WATER UTILITY RESILIENCY UPDATE r6 rn Yg7'3 The purpose of this report is to update the City Council on progress by the Water Utility to implement recommended changes and improvements necessary to maintain service and communication with our customers during storms, power outages, and other disasters. On April 6, 2021, the Water Director briefed City Council on the February 2021 winter storm response. This briefing included short and long term recommendations to be implemented in order to minimize customer impacts from future storm events. A copy of that presentation is included as part of this informal report. On June 8 2021, the Governor signed into law Senate Bill 3, which incorporated requirements for Texas water utilities, including the following: • By November 1, 2021, a list of all water and sewer facilities approved for critical load status must be filed with the Public Utilities Commission, each retail electric provider, and the office of emergency management of each county where the utility provides service. • By March 1, 2022, each water utility in Texas must provide to the TCEQ an emergency preparedness plan (EPP). The EPP shall show how the utility will continue to provide service to customers in the event of weather emergencies, power outages, and other disasters. The EPP shall also be required to include an implementation timeline for the recommended improvements. The Water Utility has complied with the critical load filings and will submit the EPP to TCEQ by March 1 in accordance with the SB3 requirements. Furthermore, the Utility has made significant progress in the implementation of the recommendations from the April 6, 2021 presentation to City Council. Specifically, the following tasks are complete or in progress: • March - December 2021 — Purchased 19 propane and diesel fueled heaters for use at water/wastewater plants and pump stations to prevent equipment freeze up. • June 4, 2021 — Enabled reporting of water and wastewater issues through the MyFW app. • September 21, 2021 — City Council approves FY 22 water utility budget that increases infrastructure rehabilitation and replacement funding by $11.7 million (17.79% increase over previous FY 21), which includes increased investment in cast iron water pipe replacement. • October 13, 2021 — 1,200 meals ready to eat (M RE's) delivered to Field Operation warehouse —to be used for emergency operations to sustain field crews. • January 13, 2022 — Bids received for backup power facility at Westside WTP, with low bid of $12,297,000 • January 19, 2022 — Completed full build out of utility call center capacity to 250 phone lines ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 22-018 To the Mayor and Members of the City Council February 1, 2022 Page 2 of 2 i i7 Y SUBJECT: WATER UTILITY RESILIENCY UPDATE r6 rn Yg7'3 • January 27, 2022 — Construction bids received to enclose outdoor high service pump stations at Eagle Mountain and Westside Water Plants, with construction estimate of $5.9M • February 10, 2022 — Purchasing to receive bids for the delivery of three emergency generators to be installed by city staff. New generators will be installed at the North Beach Pump Station, the Meadow Lakes Lift Station, and to replace the existing generator at the SCADA control center. Other improvements that are currently in design include the electrical upgrades and backup power system for four critical booster pump stations; backup power, electrical improvements, and fuel supply for the North and South Holly Water Treatment Plants; and coordination with Oncor to design a high voltage transmission line service to the Eagle Mountain Water Treatment Plant. If you have questions concerning this report, please contact Chris Harder, Water Director, at 817-392- 5020. David Cooke City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS FORT WORTH, Sam_ IZ;071 Winter Storm Response ChrisHarderI P. E ., WaterDirector April 6, 2021 PRESENTATION Storm Impacts OUTLINE Our Response FORT WORTH Our Take - aways Our Next Steps s. - 189 441 42 25325 Counties Water Wastewater ater Boil water orders - systems systems s 77 million people • Main breaks D controls & instrumentation • LIB of natural gas & fuel • Private plumbing • Suppler chain failures 9 Bottled water distribution 3 3 Treatment plants lost power Boi! Water notices Plus booster pump stations impacting over 300, 000 FW I M PACTS 720 + 15 , 000 Water main breaks Emergency contacts via phone, email, social media Power i I u rs -- led to syste failures Example: Northside Pump station Generator activated It failed transfer load Critical back up for Eagle Mountain 111TP . :: y -ram '�; '! fI/�/• '� +��f .� Ty..�:.Rkj'I-.-r,� �.'.'i {��-��: � I� issued Feb, 1 � ar�d lifted Feb. 1 �. � r�d issued Fels. 1 � r�d lifted Feb. 1 t Num.ofBrrpks Couxl¢I Dlstri[t 2 132 _ p + Cvun[il District 3 136 Councl Dls[lict4 2e CounciIDistrict5 44 I r CoundIDistria6 9 u r f Cou nci I District 7 66 xar wa a eesY aza Council Dlstrlct8 146 , Council District 159 - 96 Total 72U" 'Nm Eraelrl'n+ara mBtaJ auWi*M anyGarnW tr3ln_i 6d1 v�v ueJYtl nilni Tv hreJ.{ $MYun Lnl Tv�x av 3wr I 4 13ISIrIG 7 4 Q • i� � #Oi]IriCLd - 5 JRL �1 I'■ .i Ma *in n.alrtl w 40 • counci m 0 -6d, to Delstrilct i.`�: � • ,sin _ I • DistriU B* • _ - 8iah�ct wrote.y * • i++� " "' niretiiEe e n Breaks by Council District February 14th- February 25t MEN N� 7 1 f rt 1 i # 31 VVhktL Settlement Wcstovu i Alledo sr oo,000 Fort ortl utor�nor 1holel utor7nor itieffotd Iud Fib. 1 �nd I ifto � Fib. 1 Pre - Storm planning and preparation • Activated 24 7 staffing plans with remote capabilities • Fueled and stocked vehicles; staged �p major supplies J • Filled tanks and tested generators ■ Suspended shut offs and routine work orders a Developed strategy to minimize use of Lake Worth water tornn response a Leveraged 3rd parties for support and services a Festarted North Holly to meet demand • Added hold queues to phones and added email and social media response teams: • Use of City Call Center and test & social media reporting Interactive maps for maim breads & boil water areas Storm - related main Street repairs breaks repaired by completed by March February 27th 3 th ; Expected 1 % completion April 3rd 4 ' T 10 Average Storm 4,000 Storm Volumes v. Average 3,000 Coverage provided 241'7 2,000 i-nstead of lam-7pm M-F a Total SO felled call reps 1,000 a Volumes more than doubled 0 ■ ■ • 6 4 { 1 4,000 Handled o Abandoned Call Answer v. ,000 Abandon 2,000 co/Is received with 8, 742 obondone - 1,000 rate P1 - °of 0 3-year average - 6% Water Dept Waiting Longest Active Handled Avg.TTA Abandon 1 4 0 : 9 43 1 P * High volumes as calls related to i overflows 14hrn $2fVlC2 Level . • ;�-� � � � boil water notices, main breaks, and frozen/burst pipes increase Callbacks Ready logins Calls exceeded new capacity Water Dept P Waiting Longest Active Handled Avg.TTA Abandon 18 1508 0 :14 897 • Volumes climb after robo-call ME EL • Longest wait time of storm Overflo" Wa OW Service Level period at 103 min * • Average wait at 8 min Callbacks Ready Lagins • Calls redirected to City Call 0 K Center, email and social media ' later Dept Waiting longest Active Handled Avg.TTA Abandon f . 00 PM ME 8 216008: 111296 • Longest wait reduced to 14 min Overflows Waarr GrFs Service Level with % answered in 60 se • Highest rate of abandonment Callbacks Ready togins In the residential belling queue n 22 12 High Call Volume LINE CAPACITY 0 Update Pre-storm capacity of 67 rort Worth Water customer service Added 25 hold lir7es 27 FORTWORTH. r All 92 lines filled during storm understand . , . Additional capacity planned have been dropped and r are havil ng trou b I e geW ng th rough- UJ Uuuued Longest AOve Abdn... Handl... Cd1lb... "Ms- PEAL TIME DATA ■ 36 ■ 13:58 L-1 13 66 U 1255 0 02:30 0 0.00 2 9 U 73 0 00.09 Lu 0 0 0:00 0 0 0 33 0 00:00 Dashboard displays staffing. 035 ■ 13:58 8 Ll 47 u 983 0 02:54 hold times, abandonment rate. I 0=59 ha 2 4 10 67 0 03_13 0 0.00 L, 1 06 1490 0 02:26 time to answer, time holding mi 0 0:0G a 0 U 3 0 00:00 before abandon by queue mi 0 0.00 0 E: t k336 0 O0:10 0 0 0:00 o a a a aa:aa ■ Dater Dept Waiting Longest Active Handled Avg-TTA Abandon 00 P R 1 ME 17 15 01: 5 68 Statistics from 'normal' Overflows Water Dept Service Level Thursday afternoon show 6% calls answered in 60sec Callbacks Ready Lvgins and a 1,05 average time to 0 41 answer for the day 13 0 M Ift Im r OPERATIONSOPERATIONS • Plant & Pump Station power outages • Met max day level demands • EM and INS downtime required heavy • Quickly mobilized to fix main breaks use of colder Lake Worth water • Sufficient chemical supply./storage • Mobile generator transportation • Invested in 5 MG biosolids tank • Synagro lost ability to process sludge • Responded to almost 1,000 requests to • Remote call agents lost power turn off customer's water • Key response positions vacant • All hands on deck staff response EXTREME COLD CUSTOMER • Frozen valves, instrumentation & Quickly began bottled water distribution chemical feed lines « Provided lab testing to customer cities • Frozen fuels and fluids « Active social media engagement and • Difficulty obtaining fuel website updates with updates and tools • Difficulty locating valves under ice that positively impacted call volumes • Lack of waterproof cold weather gear • Customer education on preventing Limited access to food or restrooms frozen pipes and boil water protocols t -- 1 . Increase investment in cast iron pipe A R and critical equipment replacement - j . Evaluate areas of dependency on third parties and ingest in risk mitigation strategies 3. internal incident command FoRT RTHA structure, training and communications with JEOC 4. Leverage city capabilities as needed to meet customer expectations 15 TREATMENT FACILITIES • Enclose outdoor pump stations • Purchase propane heaters Prep for high voltage service to Eagle Mountain WTP and P Consider automatic switching capability at Holly • Consider diesel generators at Westside 1 TP • Assign dedicated staff to support wholesale customers 5 FIELD SERVICES Evaluate fuel tamer rental/ .., purchase option • Increase crew cross-training to leverage existing st@ff • Fill vacancies to maintain staffing Develop options to provide for 'y emergency food t . �' k CUSTOMER SUPPORT �k • Complete implementation of MyFW app requests Enable self-service options and notifications by preferred method ' x Q, � Work with vendors to increase I. 4-if, 4 phone line capacity and dispatch i n to ro pe ra b'i l i ty Leverage other teams to handle routine responses Limit calls to emergency only Use AMI data to help identify issues . Provide `hover to' videos M.I. —U-Tra,Yo t Breaks - This Year 840 INFRASTRUCTURE Breaks by Pressure Plane -This Year •f, Increase funding for replacement tca ,4s of cast iron water lines. S° • 5-year projected budget ES, HOL NS2 N53 ss: ssa vnr +rya MA includes $187.2M for water line Ckk 6e,;.}w Alt.T1m Year'.m pf—u—,ms+-1 pie cl�. e pie dvrk and plan Cause of Break - This Year rehabilitation and replacement 4.:0 FY2022 proposed budget SIN increases annual funding by 1 % HS dads b4No;as fika+TJv4 Y.eri-W 44wmi.-,mer al pie ekaq aLx p*eha,%aed promo,&dons ehan wdC"cwd ceu&d&k ..sex. �—•. Lw,wa.r A JL�' t - qq FORTWORM. le. ■a � i w I A 4 Arl •` ': .