Supplemental Agenda Items - FGUA

John Ford shares a pipe repair experience at his home
On Monday around 4 p.m., my wife noticed water flowing from the ground in the park
across the street from our home in Trinity.
Within minutes of our calling, the lady who had been in our neighborhood reading
meters returned. She put on a pair of boots and waded into the water.
Finding something to kneel upon, she proceeded to reach into the service box up to
her shoulders reaching for something to stop the flow of water. Despite her valiant
attempts, she was unsuccessful.
She proceeded to call for the plans to find a shut-off valve in the street. In short order,
several teams arrived. The pressure of the water had washed out a section of soil,
sand and mulch, and filled the hole with water. As they pumped the water out, one
man put on boots and then jumped into the hole, only to find himself in water up to his
waist.
Undeterred, he searched in the water-filled hole and found the broken pipe that caused
the problem.
[Once fixed], they then filled the hole with sand they brought to the site and topped
it off with mulch to match. They power-washed the sidewalk and street to be sure
all signs of the leak were addressed. Two days later, they returned with shrubs that
matched those that were washed away.
I am now retired after spending over 40 years in business dealing with the public. I
know how tough it can be and how it can wear on people that are face-to-face with
customers.
I talked at length with the men and the woman on the scene. They had all worked for
the prior water system operator. They are all proud to be working for U.S. Water Corp.,
and it showed in their work.
I have learned that the distance from a meeting room to a customer contact point is
huge. Concepts and plans from senior management do not always make it to the frontline
people. I can tell you that is not a problem with U.S. Water Corp.
You and your team are showing the community what a well-run water company looks
like, and I can tell you, they all like what they see.
Team Proposal Florida Governmental Utility Authority
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