A mid-sized Mid-Atlantic utility with a reputation for taking a proactive and focused approach to continuously improving service reliability for their 270,000 customers was facing an all too common situation. The more than 1,000 miles of water mains across their system, had an average age of about 50 years. This had led to an increase in water main breaks, and so they started seeking innovative strategies that would improve service reliability while minimizing repair and replacement costs.
With water main breaks increasing, utility customers were experiencing unpredictable service outages, costly repairs, and highly disruptive road closures. To improve its reputation and customer service, the utility wanted to be more proactive in its water infrastructure management and prioritize pipes that needed the greatest attention.