Doing It Right

A wide array of best management practices propel the Columbus water utility to customer service excellence and industry recognition.
Doing It Right
Richard Westerfield, Division of Water administrator, at the entrance to the headquarters and executive offices.

It’s 4:30 p.m. downtown, rush hour just beginning, wind chill minus 30. The last thing a water utility needs now is a major line break.

Yet that’s exactly what happened last January in Columbus, Ohio. A 24-inch water main popped, flooding about 10 city blocks. Water poured into...

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