When emergency strikes: Illinois
American Water launches new rapid notification system
Residents can select preference for phone,
text or email alerts
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[November 04, 2015]
BELLEVILLE
- Illinois American Water announced Tuesday the deployment of a new
high-speed notification system, called “CodeRED,” to quickly alert
customers when large water emergencies occur and direct door-to-door
notification is not possible. CodeRED replaces the previous customer
call system used by American Water. The system allows residents to
be contacted via phone, text and email, depending on their personal
preferences.
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The company implemented CodeRED to rapidly contact large numbers
of customers about emergency situations when direct door-to-door
notification is not possible. Emergency situations can include boil
water orders, large main breaks, water conservation requirements and
other major events impacting water service. The system can also be
used for non-urgent notification, such as planned service outages,
local hydrant flushing, low-pressure events and major traffic
impacts. When CodeRED is used, customers in the affected area will
be directed to the company’s website at www.illinoisamwater.com for
more information.
“Our customer base is diverse, and with this new system, each
customer can determine how he or she would prefer to receive
emergency alerts and non-urgent notifications when door to door
notification is not possible,” said Bruce Hauk, president for
Illinois American Water. “The CodeRED network is also very robust,
meaning we can quickly contact hundreds, and even thousands of
customers, once the notification is launched.”
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To take full advantage of the new system, customers are encouraged
to log on to the company’s web self-service portal called “My H2O
Online” (
www.amwater.com/myh2o ) to enter their contact information and
preferences by following these steps:
1. Click the Service Address link.
2. Click the My Web Account button.
3. Click the Change button beside the Contact Information and Alerts
section to make your selections. You can enter up to three
phone/cell numbers and three e-mail addresses.
Customers who do not have Internet access can contact Illinois
American Water’s customer service center at 800-422-2782 on Mondays
through Fridays between 7 a.m. and 7 p.m. to update their contact
information.
Emergency alerts will be sent by CodeRED to affected customers’
phone numbers and e-mail addresses that are on record. Customers
will be sent non-urgent notifications only if they opt in to receive
them. Standard text, data and phone rates may apply.
The My H2O Online self-service portal enables customers to access
their account, check water usage, pay bills online, and sign up for
paperless billing. Customers who are not enrolled in My H2O Online
can register by visiting www.amwater.com/myh2o. After filling out
the registration form and submitting it, customers will receive
e-mail confirmation from My H20 Online. Click the link provided
within the e-mail to confirm and active your registration.
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The new system also offers the CodeRED Mobile Alert app that communicates alerts
based on location. The free app sends location-specific notifications to the
user’s smartphone. Those who sign up will receive Illinois American Water
alerts, along with other public safety information sent by organizations using
CodeRED.
Hauk noted that because CodeRED can only contact customers who have an Illinois
American Water account, landlords are urged to pass along alerts and
notifications to their tenants. The tenants can also download the CodeRED Mobile
Alert app at
www.ecnetwork.com/coderedmobilealert.
About Illinois American Water
Illinois American Water, a wholly owned subsidiary of American Water (NYSE: AWK),
is the largest investor-owned water utility in the state, providing high-quality
and reliable water and/or wastewater services to approximately 1.2 million
people. American Water also operates a customer service center in Alton and a
quality control and research laboratory in Belleville.
Founded in 1886, American Water is the largest and most geographically diverse
publicly traded U.S. water and wastewater utility company. With headquarters in
Voorhees, N.J., the company employs 6,800 dedicated professionals who provide
regulated and market-based drinking water, wastewater and other related services
to an estimated 15 million people in 47 states and Ontario, Canada. More
information can be found at www.amwater.com.
[Karen Cotton, Illinois American
Water]
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