Think about water. What would life be likewithout a reliable, safe supply of tap water?

Think about wastewater. What would it be like ifwastewater overstayed its welcome in your home orbusiness? Think about how tap water is the foundationfor our public health and safety, our economy and ourquality of life.

For more than 100 years, the city of PhoenixWater Services Department has provided high quality,reliable, low-cost water and wastewater services;effectively planned for a dependable amount of water,even during drought; tested water to meet a multitude ofregulations; maintained massive water and wastewaterinfrastructure; and, most importantly, cared for you, ourcustomer.

As Phoenix ages, we constantlystrive for innovations and efficiencies thatenhance our services, whether it’s byimproving our website to make billpayment easier; embracing newtechnologies; maintaining 12,000 miles ofwater and sewer lines and seventreatment plants; planning rehabilitationprojects; spending your money wisely;aiming public awareness programs at

children and adults to promote water awareness; orreading approximately 400,000 meters each month.

Enjoy this brief overview of Phoenix’s water andwastewater services and related issues.

website:phoenix.gov/water

Pay City Services Bill(water, sewer, garbage & recycling):

phoenix.gov and click on “Pay My City Services Bill”

Customer Services:602-262-6251 / TTY:602-534-1113,water.customer.service@phoenix.gov

Water Emergency: To report water leaks, pressure issues,

sewer backups, or any other water or sewer emergency during

weekday business hours: 602-262-6251 / TTY: 602-534-1113 For service issues after hours, on

weekends and holidays:602-261-8000

The fact is: Phoenix’s tap water quality is excellent. Getting water to your tapdoesn’t mean much if it’s not high quality, so the city performs more than fivemillion tests and measurements each year throughout the treatment anddistribution systems, and operates state-of-the-art laboratories to ensuremeeting or surpassing stringent regulatory requirements.

From time to time, various groups develop and publicize desired

standards for drinking water that differ from those established by theEnvironmental Protection Agency. While theoretical standards may start withgood intentions, comparing Phoenix’s test results, which are in full compliancewith EPA standards, to artificial standards, can create confusing, incomplete,and many times, extremely misleading information. Be assured that Phoenixcomplies with current EPA requirements, works with water associations toremain up to date on water quality standards, and is committed to protectingpublic health and safety. To see our annual Water Quality Reports, visitphoenix.gov/water. Also, visit tapintoquality.com.

Your Tap Water’s Quality

ImportantPhoenix

Water ServicesResources:

Phoenix’s Water Supplies Are Resilient -Built for Drought

Yes, the Sonoran Desert is parchedbut our supplies are strong because

the city and its partners have proactivelyplanned for resilient, sustainable watersupplies using a methodical,comprehensive and balanced approach -because we live in the desert. We havemultiple water sources that start as snowfrom different watersheds (Salt, Verdeand Colorado Rivers) and use a littlegroundwater; codes have been adoptedto require the use of water efficientfixtures; all of our treated wastewater isreused for energy production, crops,wetlands and recharge; significantinvestments in water infrastructure keepit sound and reliable; conservation awarenessprograms have been in place for decades to helpmaintain a culture of wise water use; and asignificant amount of water has been recharged into

our groundwater aquifers. Phoenix alsoregularly updates its Water ResourcesPlan and examines the many factors andscenarios that could impact our shortand long-term future supplies.Comparing Phoenix’s water supplies toother cities and regions can result inmisinformation, as do reports thatconcentrate on only one of our watersources. We are acutely aware ofdrought, climate change and otherissues that affect us, and our insightfulplanning and effective management willcontinue to ensure that we have thewater we need for drinking, publichealth and safety, recreation, industry

and business for generations to come. Remember,Phoenix has the water it needs but none to waste.So adopt a wise water use lifestyle. Visitphoenix.gov/water for more information.

Treating water is a technical, multi-step processdesigned to protect and serve you. It involves

various types of filtration methods to enhance taste anda process called flocculation. But basically, it means weremove things you don’t want in your tap water. Wethen disinfect the water and pump it to reservoirs, theninto the city’s water mains to your home plumbing lines.And, even though 99 percent of the water we treat isnot used for drinking, it all must conform to a multitudeof regulatory requirements. In fact, the treatment ofyour tap water is one of the most highly regulatedindustries in the United States.

Water Treatment

Paperless Billing allows customers the option tostop the mailing of their monthly paper bill and

receive an email notification that the bill is available forviewing and payment online. There is no charge forthis service, which will help reduce printing andmailing costs. Visit phoenix.gov/water and click on“Sign Up for Paperless Billing.”

Paperless Billing

A city the size of Phoenix, with more than 7,000 miles ofwater lines, has thousands of water main breaks eachyear, most of which you never even hear about. Age,construction accidents and even surges in water flow cancause water lines to become weak and break. The region’sextreme temperatures and hard soil also can take their tollon the water lines.

Phoenix has one of the most aggressive leak repairprograms in the country. We even use state of the artelectronics to listen for leaks in the city’s undergroundlines. Most of the time, repairs get done in a day or twoand we don’t even have to disrupt service to you.

To report what you suspect to be a leaking waterline, valve, or fire hydrant in a city right-of-way, please callWater Customer Services at 602-262-6251 during normalbusiness hours and 602-261-8000 after normal businesshours, on weekends and holidays. Just remember, once aleak is reported, it’s inspected, prioritized, scheduled,checked for possible interference with other undergroundutilities - then repaired and turned over to the StreetsDepartment for final road repairs.

Leak Repair

Tap Water Remains AGreat Value

Taste, Scent andHardness

City Services BillPayment Options (water, sewer, garbage & recycling)

The average Phoenix water and sewer bill is among thelowest of large cities nationwide. As Phoenix ages, thecost to replace and maintain our massive infrastructure,as well as to meet mandatory, unfunded federalrequirements, continues to increase. So, Phoenix utilizesa solid, methodical water and sewer financial plan to helpmaintain the city’s high bond rating and prevent hugeincreases in charges that many other public and privatewater providers have found necessary. To help keepPhoenix’s rates low, Water Services constantly reviewsbudgets and staffing and continues to find innovativeways to save money while keeping critical health andsafety services flowing. For specific water and sewer ratecharges visit phoenix.gov/water.

Pay on-line - To save time and postage whenpaying your City Services Bill visit phoenix.govand click on “Pay My City Services Bill” in theleft margin or visit phoenix.gov/water. You canpay 24/7 at no extra charge. We accept AmericanExpress, Discover, MasterCard, Visa and most debitcards.

Pay by phone - Use the automated touch-tonepayment system, 24/7, by calling 602-262-6251.You will need your account number and your creditcard.

SurePay - Pay via an automatic monthly deductionfrom your checking or savings account. To sign upfor the program, visit phoenix.gov and click on“Residents” and then on “Access Your WaterAccount.” You will find Sign up for SurePayunder Payment Services. You also can visitphoenix.gov/water.

Pay in person –You can pay your bill at the following locations:

• Water Services Pay Stations at 10255 N. 23rdAvenue; 6544 W. Thomas Road, Suite 19; and610 E. Baseline Road, Suite C5. Most stations areopen Monday through Friday, from 8 a.m. to 5 p.m., excluding city holidays.

• City of Phoenix Payment Services at 305 W.Washington Street. Office hours are 8:30 a.m. to 5 p.m., Monday through Friday, excluding cityholidays.

• Any Chase Bank - Only “current” bills may bepaid at Chase. No delinquent bills or bills withfinal turnoff notices can be paid at Chase.

• APS North Valley Customer Office located at4612 E. Bell Road (west of Tatum Blvd). Only“current” bills may be paid at this location. Nodelinquent bills or bills with final turnoff noticescan be paid at this location. Office hours are 8:30 a.m. to 5 p.m., Monday through Friday.

Pay by mail - Mail your City Services Bill to: City ofPhoenix Water Services Department; P.O. Box29100; Phoenix, AZ 85038-9100.

Customer Services email:water.customer.service@phoenix.gov

Why Save Water?Phoenix has the water it needs, but none to waste.

A water efficient lifestyle is one of many factors inmaintaining a sustainable tap water supply. It’s the smartthing to do. Think of the snowfall up north that suppliesmuch of our tap water as our checking account. If itdecreases (as your checking account would if yourincome decreases) then we’ll have to depend more onour savings account – your water conservation efforts -that help keep water in the reservoirs that serve Phoenix.

By choosing more water efficient landscaping andtechnologies for your home and business, Phoenix’s perperson water usage has decreased about 20 percent inthe last 20 years. Total water use in Phoenix is the sameas about 20 years ago.

The bottom line is … using water wisely is a choicethat helps to keep water flowing to your tap and canliterally affect future generations. All you really have todo is think about water…every time you use it…and useit responsibly.

Some customers notice tap water’s taste, scent andhardness. These are harmless, aesthetic aspects of yourtap water. They come mostly from the presence ofminerals, such as calcium and magnesium, which occurnaturally in the environment and get picked up as watertravels to Phoenix’s treatment plants. Our warm climatealso contributes to the issues. And, you also mayoccasionally smell the chlorine used to keep your waterdisinfected. Even though only about one percent of thewater we produce is used for drinking, Phoenix and itswater partners are constantly brushing canals to removealgae, using activated carbon in the water treatmentprocess and studying related issues. To minimize thetaste and scent, chill your tap water, place a slice oflemon or lime in it, or let it sit for a few minutes beforedrinking.

Where Your Tap Water Comes FromAlmost all of your tap water isconsidered surface water, as it comesfrom snow pack in the mountains northof Phoenix. In general, the better the skiseason, the more plentiful our watersupplies. When all that snow melts, thewater drains into the Salt and VerdeRivers, then into our lakes and reservoirs.

The Salt River Project releases water from these reservoirsas it’s needed. Then the water is carried to one of threeof the city’s five water treatment plants through SRP’scanal system. Colorado River water also enters two of our

water treatment plants after a 150 mile ride in theCentral Arizona Project’s canal system. But that waterstarts in Wyoming, Colorado and Utah. A littlegroundwater from wells also is used when necessary tomeet demand and maintain pressure. The city alsoprovides reclaimed water (highly treated wastewater) toirrigation districts, the Tres Rios Wetlands and the PaloVerde Nuclear Generating Station. Using reclaimed wateris safe and helps conserve precious drinking water. Rainin the Valley does little to increase our water supply,unless we each turn off our landscape watering for a fewdays.

The city’s water lines usually end at your meter.Anything past that on your property and in your homeis your responsibility to maintain and repair. So, makesure you know where your main water shut-off valve islocated. For most homes, this valve is usually located atthe front of the home, sometimes near a hose bib. It’simportant for you to NOT shut your water off at themeter. This requires a special tool and you may beresponsible for any repairs to a damaged water meter.To see an example of a shut-off valve and learn moreabout how to protect your home during those rarefreezing nights in the desert, visit phoenix.gov/water.

Your PrivateWater Lines

HydrantMaintenance

Avoid Clogged Sewer Lines

Pool Backwashing

Fire hydrants are another thing most ofus take for granted. But Phoenix WaterServices and your Fire Departmentknow that there aren’t many things that are moreimportant for your safety than those 50,000 hydrants inPhoenix. So, we’re constantly testing and repairinghydrants to ensure that they work properly.

In fact, our fire hydrant repair policy is just asaggressive as our leak repair program. We even flush thehydrants occasionally to test their volume and keep yourtap water fresh. If the water sits a little too long in thewater mains, it gets stale. So, we flush that water tokeep you safe.

Also, whenever we flush our water distributionlines, we do our best to make sure the water does notbecome a hazard in your neighborhood or on city streets.When possible, we try to direct the water into a stormdrain or a sewer manhole, which helps keeps the stormand sewer systems flowing properly too.

Regular, old household grease and cooking oil are the biggest sources of cloggedsewers. Clearing them in your sewer lines costs you money, and the cost of cleaningcity sewer lines comes from your pocket, too. Remember - never pour grease downyour drain. Sure, it’s liquid when it goes down the drain, but once it cools, thegrease hardens and sticks to the inside of your private sewer line or the city’s sewerlines, and that’s what causes a blockage.

The best thing to do with your grease is to let it cool, then scrape it into yourtrash bag. And we’re not just saying this to homeowners. We work with localbusinesses to make sure they are disposing of grease properly, too.

When backwashing or draining your pool, place the waterinto your sewer clean-out in the ground near your house,or use the water to irrigate landscaping, if your plants cantolerate the salt and chlorine. Visit phoenix.gov/water tolearn more.

WastewaterManagement

Water ConservationTips

Phoenix has two sewer systems. The sanitary sewertransports everything you use in your house down thedrain and to wastewater treatment plants. The stormdrain system basically starts at that cutout at the end ofthe street in the gutter and collects everything that runsacross your roof, lawns and streets. The problem is: ittransports pollutants like trash, pesticides, fertilizer, oiland grease and delivers that untreated water to rivers,washes, catch basins and some areas that serve as localparks. Even leaving pet waste on the ground increasespublic health risks by allowing harmful bacteria to washinto the storm drain.

Stormwater runoff is our most common cause ofwater pollution and it’s caused by the daily activities ofeach of us. So, Phoenix maintains storm drains, outfallsand manholes, as well as works with businesses andhomeowners. The city urges you to help preventspreading stormwater pollutants by recycling or properlydisposing of household products that contain chemicalssuch as pesticides, insecticides, fertilizers, paint, solventsand motor oil. Also, absorb liquid spills with anabsorbent material such as kitty litter and sweep upspilled chemicals rather than washing them into thestreet; pick up after your pet; and drain your poolproperly. For more information, visit phoenix.gov/wateror call 602-256-3190.

• Landscape using desert-adaptedplants that need little water, andplace grass only where kids orpets will use it. After all,wherever you live in Phoenix,you live in the desert.

• Know how your landscapewatering system works. When itrains, turn it off for a few days.Too much water can actually killnative plants!

• If you’re installing newlandscaping, use a drip systemand zone it separately for treesand shrubs.

• Thinking of remodeling yourbathroom? Look for the EPAWaterSense label on watersaving toilets, showerheads andfaucets.

• Make sure your toilet isn’tleaking. Place a few drops offood coloring in the tank. If thefood coloring appears in thebowl…then you have a leakthat usually requires justinstalling a new flapper device.

• To prevent evaporation – waterlandscaping before sunrise andbuy a pool cover.

• And, remember to be a goodneighbor and not let water runinto the street. That creates ahazard and wastes water.

To learn more about how to save waterindoors and outdoors, you can orderfree literature from the Phoenix WaterConservation Office atphoenix.gov/water or call 602-256-3370. You also can visitag.arizona.edu/azmet/phx for a lawnwatering guide or wateruseitwisely.comor h2ouse.net to learn more aboutwater conservation measures.

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A nother part of Phoenix’s service is…the sewer, oras we politely say in the business…wastewater.With about 5,000 miles of sewer lines, almost

78,000 manholes, and 30 lift stations strategically placedaround the city to pump that sewage to one of twowastewater treatment plants, it takes a lot of highlytrained people to ensure service that you rarely have tothink about. This is one area where out of sight – out ofmind is a good thing! Phoenix wastewater crews eveninspect sewer lines with a special camera to spotconcerns before they turn into problems. This proactiveapproach to ensure reliable delivery of wastewaterservices keeps things flowing in the right direction.

Almost all of the tap water we use eventually goesback into the ground through landscaping or down thedrain to the city’s sewer lines. Once the wastewatertakes that long journey to one of Phoenix’s wastewatertreatment plants, another technical, multi-step, cleaningprocess begins. Phoenix wastewater treatment plants aresome of the most sophisticated in the nation. In fact,Phoenix provides wastewater treatment services for about2.5 million people in several Valley cities, not justPhoenix. And, just like our drinking water, wastewatertreatment also has extremely stringent rules andregulations.

Wastewater goes through various degrees offiltration, then depending on its future use, chlorinated,then de-chlorinated before it’s placed back into theenvironment or reclaimed for things like inedible cropsand power plant cooling. That’s right, your wastewaterhelps to keep your electricity running, too. Every drop ofwater that comes out of our wastewater plants is reusedsomewhere.

Only Rain In TheStorm Drain

phoenix.gov/water

A t Phoenix Water Services we can’tspend your money on a lot ofexpensive advertising campaigns,

but we can put your dollars to good usethrough innovative, award-winning publicawareness programs to better inform you andyour children.

In addition to performing hundreds ofmedia interviews each year about water andsewer issues, Phoenix prepares news releases,editorials and articles for various publications,phoenix.gov/water and Phoenix @ YourService – the newsletter that accompaniesyour City Services Bill.

Phoenix Water Services also producesvideos for Phoenix Channel 11 and thewebsite, as well as innovative public serviceannouncements. And, we speak to localclubs and associations; utilize social media;attend fairs and civic events; and work withother Valley cities to help increase thechances that you’ll see, hear or read one ofthousands of informational messages eachyear. We also give you plenty of notice andinformation, through various means, aboutwater or sewer projects in your area.

And, for more than 25 years, Phoenixhas had a multi-layered, innovative waterconservation awareness program. Phoenixalso is a founding partner in the Water - UseIt Wisely water conservation campaign, andworks with water partners in the Valley toprovide up-to-date and comprehensiveinformation to customers.

And most important, we listen to you – through calls to Water CustomerServices, emails and public awareness events.

Keeping You Informed

Almost all of Phoenix’s tap water starts as snowfar north of the city and is transported via theColorado, Salt and Verde Rivers to canals, theninto to the city’s five water treatment plants

Phoenix’s water, sewer and stormwater linescombined would stretch more than halfwayaround the planet

More than five million tests and measurementsare conducted each year in the treatment anddistribution systems

Phoenix’s water and sewer rates remain amongthe lowest in the country

Phoenix serves tap water to about 1.5 millioncustomers, but our wastewater treatmentplants serve about 2.5 million people in severalValley cities

Phoenix’s Water Quality Reports are available atphoenix.gov/water

Phoenix's water supplies are resilient due tocomprehensive planning, multiple sources,reuse of all of its treated wastewater, adoptionof water efficiency codes, and wiseinfrastructure management

Phoenix is delivering about the same amount oftap water in total today as it did nearly 20years ago despite population growth

All of Phoenix’s wastewater is highly treatedand reused for crops, power generation,environmental wetlands and recharge

Phoenix’s underground water lines range fromtwo inches to about nine feet in diameter

Phoenix uses cameras and high tech equipmentto clean grease, roots and other debris from itssewer lines

Phoenix’s Water Services Department is morethan 100 years old

Did You Know?

The city of Phoenix Water Services Departmenthas been around for more than a century. And, asyou can guess, things have changed a lot since theearly 1900s. Here’s a little perspective on how farwe’ve come.

Phoenix was incorporated in 1881. A networkof canals created by the ancient Hohokam centuriesearlier laid the groundwork for the current system oftransporting water to Phoenix water treatment plants.

During the early stages of Phoenix’s history,water services were primarily provided by privatecompanies. In 1907, Phoenix purchased the mainprivate water supplier in town for $150,000.

As Phoenix grew, more improvements to thesystem were made, including delivering surface waterfrom the Verde River through a 28-mile long, 38-inchredwood pipeline. Phoenix also built several largereservoirs to meet customers’ needs when demandwas high.

In 1932, everyone in the country was becomingaware of the little town in the desert when Phoenixbegan operation of one of the West’s largest andmost modern wastewater treatment plants. And, by1949, Phoenix had built its first water treatmentplant.

After World War II, Phoenix’s population andservice area grew to almost 110 square miles … andmore water and wastewater treatment plants wereconstructed to enhance service and bring a variety ofwater sources to the desert.

Spread throughout 550 square miles, Phoenixnow has five water treatment plants and twowastewater treatment plants. The city serves 1.5million tap water customers in Phoenix and about 2.5million wastewater customers throughout the Valleyof the Sun, with enough water and sewer lines tostretch nearly halfway around the planet.

More Than Years of Superior Water Services In Phoenix

To acquire this publication in Braille, large print or audio tape, contact the city of Phoenix Water Services Department at 602-262-6251, or 602-534-1113/TTY.

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2006