A Major outage is defined as affecting more than 20 businesses and/or 50 residences. At times a section of the water distribution pipeline system is temporarily shut down in order to perform scheduled maintenance or as a result of an emergency leak repair. When this occurs customers experience a “temporary outage“ which is accompanied by a precautionary boil water order.
The Call Center takes all Utility related calls for questions regarding bills, request for new service, etc. The average amount of time a caller is waiting on hold is shown in this chart in minutes and seconds. The City of Tampa Utility Call Center has a goal of answering all calls within one minute and 30 seconds (01:30).
Abandoned calls are the number of callers that hang up before they speak with a Customer Service Representative. Reasons customer may decide to hang up instead of continuing to wait are: they figured out the answer on their own or got frustrated waiting due to long wait times. The Call Center's goal is to have less than 8% of abandoned calls.
Note: December 2020 data includes calls abandoned on December 7, 2020, during the Citywide Boil Water event.
The Fire Hydrants are maintained by a team of five (5) City of Tampa staff on the Preventative Maintenance Team with a goal to have 100% of Fire Hydrants in service at all times. Fire Hydrants may be out of service at times due to being hit by a vehicle, have a leak, have been deemed inoperable by a Water Department Technician, or in the process of being repaired. Over the course of the month on average 51 fire hydrants were out of service due to vehicle damage, damage after operation, or an annual inspection that resulted in the need for follow up repair. Hydrants out of service due to valve replacements in order to make improvements to pipeline system.
Note: New fire hydrants have been identified as needing repair or replacement.
Our goal is to inspect 100% of the 13,500 Fire Hydrants in the City every year.
There are 145,000 Water Meters in the city and they are all read monthly by a team of twelve (12) City Readers and twelve (12) Contract Readers. At times obstructions such as parked cars, locked gates and vaults, or other items impede our ability to access and read the meter. To ensure accuracy of the water bills, the goal is to read 100% of the meters each month.
The City of Tampa has a team of twelve (12) city and twelve (12) contract meter readers to accurately read the 145,000 water meters which ensures your water bills are correct. Our goal is to achieve a 99.8% accuracy reading, which is better than the industry best practice of 99.7%.
The City averages 45 new meters requests per month. Of these requests, one (1) contractor is tasked to set the meters within the fourteen (14) day target window. This is to ensure our customers begin receiving clean, safe drinking water or reclaimed water in the most expeditious manner possible. When the two-week goal is not met it is because resources have been diverted to other high priority work such as pipeline breaks or hydrant replacements.
Note: Contractor staff members were deployed due to the increase in weather-related emergencies.
Water hardness is defined as the level of mineral content in water. It is of interest to consumers because high values tend to create scaling in fixtures and appliances. The hardness in Tampa’s source water varies widely depending on time of year and rainfall. The City’s treatment process includes measures to maintain the total hardness between 80-280 mg/L in the finished water.
The Threshold Odor Number (TON) is a measure of the odor of water. The Secondary Maximum Contaminant Level for TON was established by the U.S. Environmental Protection Agency at 3.0. The City of Tampa monitors this parameter daily and makes adjustments to the treatment process in order for the measured level to be less than the maximum USEPA value.
The pH is a measure of the acid-base properties of water. It is important because it influences all stages of the water treatment process. For finished water, the City’s goal is to maintain pH in the range of 7.1 to 8.5, which is considered neutral and stable.