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Home My WebLink About(0008) IR 22-018 - Water Utility Resiliency UpdateINFORMAL REPORT TO CITY COUNCIL MEMBERS No. 22-018 To the Mayor and Members of the City Council February 1, 2022 C �d Page 1 of 2 �`o s SUBJECT: WATER UTILITY RESILIENCY UPDATE r�rA rea 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 (MRE'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 C �d Page 2of2 �`o s SUBJECT: WATER UTILITY RESILIENCY UPDATE r�rA rea • 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 Winter Storm Response Chris Harder, P.E., Water Director April 6, 2021 PRESENTATION OUTLINE FORT WORTH Ada Storm Impacts Our Response Our Take-aways Our Next Steps 0 17 • 189 441 42 25325 Counties Water Wastewater Boil water orders - systems systems 77 million people Main breaks * SCA[ A controls & instrumentation Lack of natural gas & fuel • Private plumbing Supply chain failures • Fettled water distribution 3 3 Treatment plants lost power Boil Water notices Plus booster pump stations impacting over 300,000 720 Water main breaks +159000 Emergency a n t is vi a phone, r rai/f social media Power fai I u res led to system failures Example: Northside Pump station Generator activated but failed transfer lead Critical track up for Eagle Mountain WTP Northside Boil Water Notice y NS3 issued Feb. 15 and lifted Feb. 19 NS2 and NS4 issued Feb. 16 and lifted Feb.1 Num. GfBreaks Cou nci I District 2 132 CDu nci I District 3 136 CDuncl I DIscrictIll n Cou nd I District 5 44 Council District 6 9 Council District? 156 Cound I Dlstrict8 146 Lh Council District 9 159 Total 72M- =aM,�m acute] aftfik� DI are? Cam ..W" dI., — N.. A. "k., —1 131sArld 7 40 L • ,3 0 I . b r) AvicL 2 % n, ii 17 In- %o j" — Z's o,,2c, Q 4f- r I C� v U�Lmtjy Ile o(D Jr■ - Ci slrt 0 Din Gt Miri&ta Breaks by Council District hsR February 14th - February 25t Main Breaks by Council District Aledo Pre -Storm planning and preparation Activated 24/7 staffing plans with remote capabilities Fueled and stocked vehicles; staged major supplies * Filled tanks and tested generators Suspended .shut offs and routine work orders Developed strategy to minimize use of Lake Worthy water Storm response * Leveraged 3rd parties for support and services * Restarted North Holly to meet demand * Added hold queues to phones and added email and social media response teams; • Use of City Call Center and tent & social media reporting Interactive maps for main breaks & boil water areas f Storm -related main breaks repaired by February 2 th :b Y - P_t,� t I Street repairs completed by parch th; Expected 1 % completion April 2rd Storm Volumes . Average • Coverage provided 2417 i-nsteod of `am -'rpm -F • Total 30 fulled cc/1 reps • Volumes more than doubled 4,000 3,C)Oo 4 1,000 — Handled 4,000 3,000 ,000 1,0()0 Abandoned e`° e -am Average -aw Storm Call Answer v. Abandon 30,384 cafls received with 8, 742 abandoned = rate 3-year average - 3.611/o 11 Water [kept Waiting Longest Active Handled Avg. TTA Abandon 1 945 O7:9 4 1 F overflows Callbacks 0 Service Level • High volumes as calls related to boil water notices, main breaks. and frozen/burst pipes increase Ready Logins • Galls exceeded new capacity M 38 Water kept V IVI Waiting Longest Active Handled Avg. TTA Abandon MM 18 1508 08:14 897 Overflows �,aa �� 5erviw LFvei Callbacks Ready Logins EIL_ 39 Waster Dept Waiting Longest Active Handled Avg. TTA Abandon MM 8 2160 oa:il 1296 Overflows ftteft {ape Service Level Callbacks Ready Logins 2 • Volumes climb ,after robe -call • Longest wait time of storm period at 103 min • average wait at 8 miry • Calls redirected to City Call Center, email and social media Flo]1010 au ■ Longest wait red'ueed to 14 mi n with 2 % answered in 60 sec • Highest rate of abandonment in the residential billing queue 12 Queued Longest ,Active Aban... Hand]— Callb... ■ 36 IN 13-58 63 13 L 66 k3 1255 0 0 0:00 Lj 2 08 L2 73 0 0 0:00 0 0 163 13 0 035 0 13:58 U 8 1147 %a 9.83 0 r_1 I (),L59 Lj 2 134 6367 0 0 -.00 0 1 06 1480 0 0 0.00 0 0 3 0 0 0,00 0 1 36 0 0 0-100 0 a 0 0 Water Dept —Aba- 02:30 OO.-D9 OD:00 02:54 03-13 02:26 00:00 00:10 00:00 waiting Longest Active Handled Avg. TTA Abandon == 17 1256 01:05 68 Overflows 'Hater Dept C ba all cks Service Level Heady Logins 41 CAPACITY Pre -storm capacity of 67 Added 25 hold lines 2/17 All 92 lines filled during storm Additional capacity planned REAL TIME DATA Dashboard displays staffing, hold times, abandonment rate, time to answer, time holding before abandon by queue 3:00 PM - 4/1 Statistics from 'normal' Thursday afternoon show 86% calls answered in 60sec and a 1:05 average tJ me to answer for the day 13 9411 LM74 I ticw OPERATIONS • Plant & Pump Station power outages • EM and WS downtime required heavy use of colder Lake Worth water • Mobile generator transportation • Snagro lost ability to process sludge • Remote call agents lost power • Key response positions vacant EXTREME COLD • Frozen valves, instrumentation & chemical feed lines • Frozen fuels and fluids • Difficulty obtaining fuel • Difficulty locating valves under ice • Lack of waterproof cold weather gear • Limited access to food or restrooms M I gaff 4mff M • Met max day level demands • Quickly mobilized to fix main breaks • Sufficient chemical supply/storage • Invested in S MG biosolids tank • Responded to almost 1,000 requests to turn off customer's water • All hands on deck staff response CUSTOMER • (quickly began bottled water distribution • Provided lab testing to customer cities • Active social media engagement and ebsite updates with updates and tools that positively impacted call volumes • Customer education on preventing frozen pipes and boil water protocols 14 •p")OONP e l.lncrease investment in cast iron pipe and critical equipment replacement 2.Fvalua#e areas of dependency on third parties and invest in risk mitigation strategies 3.Improue internal incident command structure, training and communications with JEOC 4.Levera,ge city capabilities as needed to meet customer expectations 15 TREATMENT & FACILITIES 9 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 vTP * Assign dedicated staff to support wholesale customers FIELD SERVICES • Evaluate fuel tanker rental, purchase Option • Increasecrew cross -training t leverage existing staff • Fill vacancies to maintain staffing • Develop options to provide for emergency food CUSTOMER SUPPORT Complete implementation of MyFW app requests Enable self-service options and notifications by preferred method Work with vendors to increase phone line capacity and dispatch interoperability a Leverage other teams to handle routine responses • Limit calls to emergency only Use AMI data to help identify issues a Provide'how to' videos Mrk, 9rw4ks - TNU Yaer Breaks - This Year 840 Breaks by Pressure Plane - This Year �h t� is., HOL Nei N53 5i+ e6l, _. Click 6.m .o mAh—Tl.-eYear". map 4reawRv,mat—lpt6 chart size pee dmrx amd cause d,ert by s kwwd preiaure pla. Cause of Break - This Year 05 I,,r,, �L ackWO) 10{lam."rihV�MromeaM+,urea.muralp-.eham,dp-,*peCKMWWpreaw+a01"&&M,Mq%aed v,t ...Y .sdn -]— INFRASTRUCTURE Increase Banding for replacement of cast iron water lines: • 5-year projected budget includes $187.2M for grater line rehabilitation and replacement • FY2022 proposed budget increases annual funding by 18% N 1 FORT''OR,,13, % ..