When emergency strikes: Illinois American Water launches new rapid notification system
Residents can select preference for phone, text or email alerts

[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.

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.”
 

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.

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]