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AWWA WSC70044
- Water Security Initiative Case Study: Deploying and Operating a Real-Time Consumer Complaint Surveillance System
- Conference Proceeding by American Water Works Association, 11/01/2009
- Publisher: AWWA
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The Water Security (WS) initiative contamination warning system detection strategy involves the use ofmultiple monitoring and surveillance components for timely detection of drinking water contamination inthe distribution system. A key component of the WS design is consumer complaint surveillance (CCS),which enhances the collection and analysis of calls by consumers reporting unusual water qualityconcerns and compares trends against an established baseline to detect possible contamination incidents.As part of the initial pilot of the WS initiative, a CCS system was developed for the Greater CincinnatiWater Works (GCWW) based on the utility's existing consumer complaint management system. Keyelements of the CCS design included comprehensive complaint collection, electronic data management,automated data analysis, automated notifications, spatial analysis and efficient investigative protocols. Includes 4 references, table, figures.
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