Case Study: Pittsburgh Water and Sewer Authority reduces customer request fulfillment from 4 months to 14 days with 120Water

PWSA Reduces Customer Request Fulfillment from 4 Months to 14 Days

The Pittsburgh Water and Sewer Authority (PWSA) faced a significant challenge managing skyrocketing customer requests and a mandated lead service line replacement program. Their manual processes for sending, collecting, and testing thousands of water kits were time-intensive and costly, creating a four-month backlog for customer requests. They partnered with vendor 120Water to overcome these hurdles related to siloed data, kit logistics, and lab coordination.

Using 120Water's software and services, PWSA automated kit shipments and customer notifications. This solution dramatically reduced the testing turnaround time from four months to an average of 14 days. 120Water's platform also delivered substantial cost savings, reducing the price per kit by 80% and saving an estimated 14,000 hours of manual labor, while ensuring regulatory compliance.

Pittsburgh Water and Sewer Authority