WE WORK FOR YOU, OUR COMMUNITIES. IT'S AS SIMPLE AS THAT.
2024 was an exceptional year for us, one where we continued to reach new heights in delivering safe, high-quality drinking water to our communities. From keeping lead levels at historic lows, to making responsible investments in our infrastructure and organization, to placing an increased focus on expanding assistance programs for vulnerable neighbors, all of what we accomplished in 2024 was in service to you: our neighbors and customers.
As a publicly owned and operated water utility, Pittsburgh Water works for you. This was true when you knew us as PWSA, and it remains true today, tomorrow, and beyond.
As we enter 2025, we invite the more than 520,000 neighbors and community members we serve to revisit some of Pittsburgh Water’s most notable 2024 achievements in our YEAR IN REVIEW. This annual report shows the progress we’re making to transform Pittsburgh’s water system, improve service reliability, and protect public health and our environment.
In KEY ACCOMPLISHMENTS, we highlight the priority programs we’re leading. From water main and lead service line replacements to much-needed investments in our infrastructure, the work we’re performing shows our commitment to supporting our region through the delivery of safe and reliable water services.
We include PERFORMANCE METRICS that provide information around our daily operational performance. From the quantity and quality of our customer service calls, to the miles of pipes, catch basins, and hydrants we replace, our teams are going above and beyond to deliver the water services you expect.
We also summarize our FINANCIAL HEALTH, detailing our current financial standing and projection for the coming years. Additionally, we highlight our success in securing state and federal funding to support our infrastructure investment.
KEY ACCOMPLISHMENTS
Former Vice President Kamala Harris and former EPA Administrator Michael Regan at a lead service line replacement site in Elliot.
COMMUNITY LEAD RESPONSE
Pittsburgh Water continues to be a regional and national leader in lead pipe replacement. Last year marked the eighth year of our Community Lead Response program and was a busy and future-focused one for us, seeing the replacement of our 12,000th lead service line, placing us well ahead of the new federal lead regulations.
News of Pittsburgh Water’s Community Lead Response has made its way to all levels of government, including former Vice President Kamala Harris, former EPA Head of Water Bruno Pigott, and local elected officials, praising Pittsburgh Water for its strategic use of federal funds and leading the nation in removing lead pipes.
WATER RELIABILITY PLAN PROGRESS
Last year, we continued the important work of upgrading crucial drinking water transmission, storage, and pumping infrastructure within our Water Reliability Plan. This work, occurring seamlessly across our water system, will renew these large, important pieces of infrastructure for current and future generations of Pittsburgh residents and visitors.
Since efforts kicked off in 2020, we've invested more than $117 million in the Water Reliability Plan, with over $24 million invested in 2024.
WATER QUALITY AND ENVIRONMENTAL COMPLIANCE
We’ve remained dedicated to making sure that everyone in Pittsburgh has access to high-quality drinking water. That means that, in addition to meeting and routinely exceeding all federal and state regulations for water quality, we’ve also been working to protect our local rivers and streams. By doing so, we can help protect public health and our environment not just for today, but for future generations as well.
COMMUNITY ENGAGEMENT AND EVENTS.
As stewards of the water services you rely on, we're committed to building awareness and greater confidence in the quality and safety of the drinking water we provide. Last year, we invited customers to learn about their water services and engage with our team of Water Quality experts at our Water Workshops. In addition to these Water Workshops, we attended local community meetings to provide a State of Pittsburgh Water presentation to hold an open discussion about ongoing projects, investments in our water systems, and Customer Assistance Programs.
In total, we hosted or attended more than 140 public meetings throughout 2024.
CUSTOMER SATISFACTION SURVEY
Late last year, we initiated our most recent survey of customer satisfaction.
Initial findings from this survey show a 12% improvement since 2022 in the percentage of customers indicating a high or moderate level of satisfaction with the water services we provide, and 72% have noted improvements in Pittsburgh Water since 2018.
CUSTOMER ASSISTANCE PROGRAMS
At Pittsburgh Water, we know access to safe, affordable water services is a non-negotiable. Our PGH2O Cares team works endlessly to bolster enrollment in our Customer Assistance Programs and offer financial relief to our most vulnerable customers.
In 2024, we expanded our Customer Assistance Programs with updated eligibility guidelines allowing these essential programs to be available to more customers. We reached a new enrollment milestone of more than 8,000 customers in the Bill Discount Program and have distributed more than $940,000 since 2018 through the Hardship Grant Program.
PEOPLE NEWS
With more than 400 dedicated employees at Pittsburgh Water, we are dedicated to developing our current employees and creating a diverse pipeline of future employees through community partnerships and workforce development initiatives.
PERFORMANCE METRICS
Customer Service
- Handled 130,482 customer calls
- Achieved an average answer speed of 23 seconds
- Assisted 159 customers with leak repairs through the Line Repair and Water Conservation Pilot, reducing their monthly consumption by an average of 17%
- Reviewed and issued 476 new permits
- Completed more than 5,000 dye test certifications
Human Resources
- Hired 65 new employees
- Promoted 53 current employees
- Attended 29 recruitment events
- Published, updated, and/or enhanced 148 courses in our Learning Management System
Public Affairs
- Hosted or attended 142 public meetings
- Reached 21,233 subscribers to our social media accounts and email distribution lists
- Consulted with 10 water providers across the nation on best practices for starting a lead line replacement program
Engineering, Operations and Construction
WATER
- Replaced 1,370 public-side lead service lines
- Replaced 1,255 private-side lead service lines
- Flushed and inspected 2,385 fire hydrants
- Replaced 95 fire hydrants
- Inspected 5,182 water valves
- Replaced 596 water valves
- Replaced 9.78 miles of water main
SEWER
- Removed 1,025 tons of debris from storm drains
- Lined 15.5 miles of sewer
- Reconstructed 1.9 miles of sewer
- Installed 241 manholes
- Replaced 568 storm drains
WATER TREATMENT PLANT
- Produced an average of 65.71 million gallons of drinking water per day
- Provided water for around 520,000 neighbors and customers
FINANCIAL HEALTH AND CAPITAL INVESTMENT
PITTSBURGH WATER MAINTAINS A STRONG FINANCIAL OUTLOOK, AIDED IN PART BY STATE AND FEDERAL FUNDING, CREDIT RATING UPGRADE
To reduce the cost to ratepayers and to accelerate projects, we pursue external funding from state and federal partners. Last year, we received more than $82 million in low-interest loans and $36 million in grant funding.
By managing our investments effectively, we will continue to improve our vital public infrastructure and keep rates as affordable as possible.
We’re making unprecedented levels of investment in critical water, sewer, and stormwater infrastructure. Over the next five years, our ambitious $1.74 billion Capital Improvement Plan will add needed redundancy, improve service reliability, and help us continue to protect water quality and public health.
AWARDS AND RECOGNITION
Recognized for its mission to protect public health and the environment, Pittsburgh Water proudly accepted the Association of Metropolitan Agencies' Gold Award for Exceptional Utility Performance
WE'RE PROUD OTHERES ARE RECOGNIZING OUR PROGRESS.
Pennsylvania Society of Professional Engineers, Pittsburgh Chapter
- Distinguished Service Award: Will Pickering, CEO
American Council of Engineering Companies of Pennsylvania (ACEC/PA)
- Diamond Awards for Engineering Excellence: Client of Distinction Award (nominated by GDP Group) and Waste & Stormwater Project Award, Large Diameter Sewer Rehabilitation Project
HRO Today
- Leader of Distinction Award: Logan Carmichael, Chief People & Culture Officer
Corporate Learning Network
- CLN Trailblazers Award, Honorable Mention: Pittsburgh Water’s Leadership Development Program
Women We Admire
- Top 50 Chief Legal Officers of 2024 Award: Monica Walaan, Chief Legal Officer
Pittsburgh Human Resources Association (PHRA)
- Engaging Pittsburgh: Innovative People & Practices Awards: Leader of the Year (Logan Carmichael, Chief People & Culture Officer),Team of the Year (Human Resources), and Our Learning and Development Program
OnConferences OnCon Icon Awards
- Top 50 Corporate Counsel: Monica Walaan, Chief Legal Officer
- Top 100 Human Resources Professionals: Logan Carmichael, Chief People & Culture Officer
Association of Metropolitan Water Agencies (AMWA)
- Gold Award: Exceptional Utility Performance
Smart Business Magazine
- Pittsburgh Smart 50 Award: Logan Carmichael, Chief People & Culture Officer
U.S. Environmental Protection Agency (EPA)
- National Drinking Water Advisory Council (NDWAC): Will Pickering, CEO
PRINT VERSION
View the print brochure version of our 2024 Year in Review report.