From Feb. 1-3, single-digit temperatures causedproblems for the Utility. According to WaterDivision Manager Fernie Rico, employees noticedproblems in the early morning hours following thefirst night of the freeze. Central Control was notreceiving readings from some of the reservoirs.

Continuous subfreezing temperatures affectedelectrical and mechanical equipment, telecommuni-cations systems and in-strumentation. To com-pound problems, servicelines and plumbing fix-tures ruptured in 15,000-20,000 homes and busi-nesses. The result waslow water pressure andwater outages in someareas of the city.

Restoring the SystemWater Division em-

ployees worked tirelesslyto restore the system andinstrumentation.

"Employees were ex-posed to extremely cold temperatures," said Rico."Wednesday and Thursday stayed below freezingand exposed workers to temperatures and condi-tions never before felt."

Demand averages 70 million gallons per day(MGD) in February, but production ramped up tofill the reservoirs. Production at the Kay BaileyHutchison Desalination Plant, usually less than 4MGD, reached 22.6 million gallons.

The Robertson/Umbenhauer Plant was under-going scheduled maintenance, but the plant operat-ed from Feb. 6-18. With the plant on line, totalwater production reached 127 MGD as reservoirswere filled to adequate levels.

Dispatch and Customer Service increasedstaffing, and Auto Shop, Water Distribution andStormwater employees helped respond to cus-tomers' weather-related requests.

"The entire Customer Service Team workedduring the crisis," said Business and CustomerService Manager Mark Bolduc. "We responded tonearly 850 customers in the field, related directly tothe freeze, and approximately 4,700 total workorders during that week.

"Our Call Center received a total of 41,302 callsas compared to 9,112 a year ago during this same

time period. That is over450 percent more calls."

The Crisis Commun-ication Team was activat-ed to get critical informa-tion to the public andmedia. The team coordi-nated three news confer-ences and responded tohundreds of local andnational media requestsand interviews.

Pretreatment, Storm-water and Water Conser-vation employees helpedwith communication andenforcement. IT employ-

ees were charged with keeping Utility systems run-ning. They also kept the phone system recordingand website current with regular updates.

Exceptional PerformanceChief Information Officer Armando Renteria

oversees the IT section. He says the staff was proac-tive and performed exceptionally well. He added, "Ihave the privilege of working with a great group ofindividuals. They have outstanding leadershipskills, are very responsible and are willing to go theextra mile, even under extreme circumstances."

EPWU employees worked throughout the weekand during the weekend. Thanks to dedication andteamwork, reservoirs were filled on Feb. 7, andwater restrictions were lifted.

– Edward Sias

WorksInthe

Payments Made Easy

Employees Rally DuringWeather Emergency

E l P a s o W a t e r U t i l i t i e s E m p l o y e e N e w s l e t t e r

February 2011

Most of us remember when we had to taketime out of our busy schedules to pay bills.Driving in heavy traffic, standing in long lines,patiently waiting and finally paying our bill(s) inperson. Given the number of people using theInternet to conduct business on a regular basis, itmakes sense to pay bills online as well. El PasoWater Utilities has created services to do just that.

An Online Tool"WebConnect is an online tool provided via

enQuesta (Systems & Software CustomerInformation System) where customers can enrolland view their billing information," said ChiefInformation Officer Armando Renteria. Cus-tomers who want to pay their bill online are redi-rected from WebConnect to either BillMatrix orCheckFree.

Making payments wasn't always this simple."Before online bill payments, the only

options available for customers to pay their waterbill were in person at our Main Office, by mail,bank draft or at an authorized payment location,"Renteria said. "Customers using our online billpayment services can now also make payments atany time, day or night, seven days a week, with acredit card or electronic check."

Easy Ways To Pay The BillMatrix online credit card/electronic

check payment option posts payments within oneto two business days and charges $2.50 for thetransaction. To avoid that fee, sign up forEPWU's Online Billing and Payment Service,known more commonly as CheckFree. Thisallows access to your account, where you canview and pay your bills online without beingcharged. An electronic bill (e-bill) is sent month-ly by e-mail to those who sign up for the service.They simply log in, view the bill and pay.

Northeast El Paso. Photo by Nick Costanzo

continued on page 2

Employees and Relatives Race for the Cure

Participants:(top photo l-r) Irma Campos, Yvonne Chacon, JessicaRomo, Corina Ledesma, Martha Cervantes, BelindaVilla, Erika Munoz, Amy Castner, Patty Ferguson, BeliaPayan, Gladis De Saniago, Martha Navarro, JanethChavez, Ted Marin, Anai Padilla, Renata Renova,Sarah Wood, Marisela Barcenas

(bottom photo) Adriana Castillo, Marcela Navarrete,Martha Aguilera, Vicky Chavez, Alma De Anda, GiselaDagnino (not shown) Ana Sanchez

EPWU was well-represented at El Paso's 19th annual Susan G. Komen Race for theCure. A team of 41 employees and relatives joined thousands of participants at CohenStadium on Feb. 20 to run or walk for the cause.

Race for the Cure increases breast-cancer awareness and celebrates the disease's sur-vivors. Proceeds help fund breast-cancer education, diagnosis and treatment in El PasoCounty and support global cancer research programs.

EPWU RunnersParticipants traveled a one-mile route or a 5K

route, which offered competitive or non-competitiveoptions. Nine members of Team EPWU signed upfor the 5K run.

The fastest runners were Anai Padilla (34:34),Janeth Chavez (36:51) and Gisela Dagnino (37:35).Marisela Barcenas, Adriana Castillo, GladisDeSantiago, Erika Munoz, Renata Renova andJessica Romo also competed in the 5K race.

Montoya Appointedto Public AffairsCouncil

In The Works is an informational publication for the employees of El Paso Water Utilities and their families. Christina Montoya, Vice President, cmontoya@epwu.org Karol Parker, Public Affairs Officer, kparker@epwu.org Edward Sias, Public Affairs Specialist, esias@epwu.orgGretchen Byram, Public Affairs Graphic Specialist, gkbyram@epwu.orgP.O. Box 511, El Paso, Texas 79961-0511(915)594-5692 fax (915)594-5699Interdepartmental Address: 4-H

AnnouncementsPromotions:Juan Carlos Castro ChemistSabino Estrada Equipment Operator

Retirements:Marco Barajas Equipment Operator

Jan. 21, 2011 (14½ years)

Environmental Protection Agency (EPA)Administrator Lisa Jackson visited El Paso WaterUtilities' Kay Bailey Hutchison Desalination Plantas well as the TecH2O Water Resources LearningCenter on Jan. 27. She stopped in El Paso during atour highlighting the effect of environmental issues,which also included visits to water managementfacilities and sites that incorporate innovative greentechnology.

Vice President John Balliew conducted thedesalination plant tour. He enlightened Jackson onthe desalination process and gave her an opportuni-ty to see and touch some of the equipment usedinside the plant, including a life-sized membrane.Membranes filter the water during the treatmentprocess.

"I just toured the desalination plant here, and ElPaso really fascinates me," Jackson said. "Getting atour here is very different than touring a normaldrinking water plant – very clean, very quiet, veryhigh-tech and very cutting edge."

Jackson, who has an engineering background,was delighted to get a close look at some of the dif-ferent forms of technology in use at the plant.

"I certainly know how important the technologyis, but to see it in action is really important," Jacksonsaid. "I really had no sense of how quickly the tech-nology is changing in order to become more andmore efficient.

"As an engineer, it's always good to be someplace where I can see technology in application.Having been head of the EPA for two years andworked in the environmental field all my life, it's myfirst time seeing a reverse osmosis system," she said.

After leaving the plant, Jackson took a brief tourof the TecH2O Center, led by Water Conservation/TecH2O Manager Anai Padilla. There she saw thelearning resources and hands-on activities in placefor younger generations to discover.

The visit concluded with a presentation by VicePresident Nick Costanzo. His main focus was theUtility's efforts to achieve sustainability, whichinclude reducing per capita water use over the past30 years and stabilizing levels in the Hueco Bolson.Costanzo also discussed the Utility's investigationsinto solar power use at the desalination plant.

– Edward Sias

EPA Administrator Visits EPWU

Payments Made Easy (con’t)

EPA Administrator Lisa Jackson tastes the water from theKay Bailey Hutchison Desalination Plant.

Fourth-Quarter Safety Awardsby Paul V. Fonte, Safety Specialist

Wastewater Division (Section 210) Stormwater Operations

Jose Luis Sierra, Stormwater OperationsManager

Water Division (Section 450)Jonathan Rogers Plant

Roy Holland, Superintendent

Support Services (Section 525)Laboratory Services

Paul Rivas, Laboratory Services Manager

Safety awards are presented to the sec-tions with the lowest accident rate. Theseemployees performed their jobs safely as ateam and as individuals.

Other sections that were accident freefor the fourth quarter were Canal Plant(430), Field Engineering (320), LiftStations (620), Delta Plant (650), Bustamante Plant (670), Fred Hervey Plant(680), Sewer Construction (690), MeterShop (912), Warehouse (914) and BuildingMaintenance (917). These sections alsohad no "lost time, doctor treated, or vehi-cle" accidents. Keep up the good work.

Stormwater Operations (Section 210)

Jonathan Rogers Plant(Section 450)

Laboratory Services(Section 525)

New Payment LocationsSince the end of January, customers have the

option of making payments at any of the sevenACE Cash Express locations. Beginning inMarch, customers can also pay their bills atWalmart Supercenters and Neighborhood Mar-kets.

Having a variety of options allows customersto "save gas, time and postage and adds to thenumber of locations where customers can conve-niently pay water and other utility bills. Providingthese services also benefits the Utility by meetingits goal of increased customer satisfaction andoverall efficiency of the bill payment process,"Renteria said.

A Common OccurenceIn today's world, paying bills online is a com-

mon occurrence, he added. It's largely due to thegrowth in Internet usage and the availability ofconvenient and easy-to-use applications.

"There were not many home PC's withInternet access when CheckFree was implement-ed in 2003, but the number of customers is steadi-ly growing," said Renteria. "With all the advance-ments in mobile and smart phone technology, itmight replace the traditional way of paying bills.As of today, we have 47,514 active accounts."

With the numbers alone, one can already tellhow quickly this new method of paying yourEPWU bill is catching on. You can find moreinformation on these services at www.epwu.orgunder the Customer Service drop-down menu.

– Edward Sias

EPA Administrator Lisa Jackson (left) tours the TecH2O Cen-ter with Water Conservation/TecH2O Manager Anai Padilla.

The American Wa-ter Works Association(AWWA) has appoint-ed Vice PresidentChristina Montoya toits Public Affairs Coun-cil. Her three-year termbegins in June.

The council coordinates public informationprograms to educate member utilities and theircustomers on emerging industry issues. It alsoassists with AWWA public involvement activities.Meetings are held three times per year.

Each spring, the Public Affairs Council joinsother AWWA members in visiting lawmakers inWashington, D.C., to discuss the association'snational agenda. Key members of the administra-tion and Congressional staffers are briefed onissues such as security, infrastructure and regula-tion.

Nominees to the council are evaluated basedon public affairs expertise and experience. Theappointing committee also considers diversityand geographic distribution when selecting mem-bers.

Christina Montoya