When Emergency Strikes: Pennsylvania American Water Launches New Rapid Notification System to Reach Customers

Pennsylvania American Water announced today the deployment of a new high-speed notification system, called “CodeRED,” to quickly alert customers when water emergencies occur. The system enables 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, such as boil water advisories, significant main breaks, water conservation requirements and other major events impacting water service. The system also will be used for non-urgent notification, such as planned service outages, local hydrant flushing, low-pressure events and major traffic impacts. In addition, the alerts and a map of the impacted areas will be posted on the company’s website at www.pennsylvaniaamwater.com on the Alerts Notification page.

“Our customer base is diverse, so with this new system, each customer can determine how to receive emergency alerts and non-urgent notifications,” said Jimmy Sheridan, vice president of operations for Pennsylvania 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 Pennsylvania American Water’s customer service center at 800-565-7292 on Mondays through Fridays between 7 a.m. and 7 p.m. to update their contact information.

Emergency alerts will automatically be sent by CodeRED to all 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 H2O 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 Pennsylvania American Water alerts, along with other public safety information sent by organizations using CodeRED.

Sheridan noted that because the system contacts only those customers who have a Pennsylvania 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.

Pennsylvania American Water, a subsidiary of American Water (NYSE: AWK), is the largest water utility in the state, providing high-quality and reliable water and/or wastewater services to approximately 2.2 million people. 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 approximately 6,800 dedicated professionals who provide drinking water, wastewater and other related services to an estimated 15 million people in more than 47 states and parts of Canada.

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