Hist and Proj Operating Receipts FY 2011 2 17 2010 - DC Water

Telephone System Upgrade - In FY 2009, DC WASA started the implementation of our next generation telephone system to
replace the aging legacy phone system. The implementation of the new phone system was completed, in early FY 2010. The new
Alcatel-Lucent solution utilizes a single infrastructure for voice, data, and video offering greater mobility, advance applications in the
areas of customer service and safety as well as system redundancy. Advance applications provide real time agent reporting, skills
based routing and advanced agent supervision via Customer Contact application.
Over the next two years, we will continue to focus our efforts on the Board's Strategic Plan to ensure that our use of technology
ensures even better service to our customers.
DC WASA has initiated a number of effective programs and projects to support the Board's commitment to ensuring a well-informed
workforce and public and inspire confidence through education and commitment to the community. Employees throughout the
Authority are credited for the progress made over the year in communicating with the public on infrastructure improvements and
sometimes difficult and complex issues as well as a better understanding of various services DC WASA performs for the public and
to the environment. Our accomplishments for FY 2009 and planning for FY 2010 include the following:
• As previously noted, enhancement and expansion of our website, www.dcwasa.com. in FY 2009 with a dynamic homepage
including revolving headline stories. The website now includes content updates, alerts, work zone activity, press releases,
features and customer service options and much more.
• We developed specialized customer and stakeholder communications for dissemination to the media and public addressing a
number of high-profile issues and projects including DC WASA-hosted meetings on rate proposals; pharmaceuticals in the
nation's water supply and other drinking water quality issues; the fire hydrant upgrade program; modification to the Lead
Service Line Replacement program; major infrastructure construction projects; a high-profile fire; We communicated with the
media and the general public regarding the River Road water main break, the new impervious surface structure; and
infrastructure condition awareness. Communication plans for FY 2010 include further lAC communications, marketing and
awareness campaigns for our customer assistance programs; new web site offerings; fire hydrant inspection program and
upgrade program; rate proposals; St. Elizabeth's water tower and continuation of Combined Sewer Overflow Long Term
Control Plan (CSO LTCP) communications.
• The monthly customer newsletter, What's on Tap, is an effective, widely read publication with "news-you-can-use" about DC
WASA's water, sewer and customer service's major infrastructure projects and activities, utility rates, environmental and
conservation programs, drinking water quality, District government services and a variety of other subjects.
• Our Annual Report, the Consumer Confidence Report and numerous publications and presentations have served to increase
customer and stakeholder awareness and understanding of the operations and issues associated with the critically important
BUdget Overview and Performance
11-12