January 8, 2014

Automated Notification System

phoneDes Moines Water Works, in partnership with Polk County Emergency Management, has begun using CodeRED for emergency communications to the public. CodeRED is a mass notification service that alerts residents to various emergencies via recorded telephone, text or e-mail alerts. The alerts are geographically targeted and can include emergencies like water outages, boil water orders, and important public health notifications. The program is being piloted for Des Moines Water Works customers in Polk County.

Customers do not need to do anything to enroll in the customer notification system, but Des Moines Water Works does ask that customers have current phone number(s) on file. Update your account profile online at www.dmww.com with your current phone number (select log-in or create a new account at the top of the page) or call a DMWW Customer Service Representative at (515) 283-8700 to ensure your phone number on file is up-to-date. Personal information will be safeguarded and used only for emergency notifications. You can also create or update your contact information directly on the Polk County CodeRED website at https://public.coderedweb.com/CNE/33A099CF3F14.

Recipients’ Caller ID will display an (866) 419-5000 phone number. If you miss the call, simply dial the number displayed on your Caller ID to hear the last message delivered. The CodeRED system provides Des Moines Water Works the ability to quickly deliver emergency messages to targeted areas or all residents of Polk County.

Posted by: Laura Sarcone 10 Comments
Labels: , , , , Posted in About Us, Customer Service, Customers

10 Responses to “Automated Notification System”

  1. January 11, 2014 at 10:19 am, James Sutton said:

    Water emergency should be declared by an elected official, not employee of water works.

    Reply

  2. January 23, 2014 at 11:33 am, Bill Canney said:

    Just called the main number 283-8700 and sat on hold for over 15 mins, as I DO NOT have any water pressure in my house and I check the Des Moines Water Works site and there are NO know outages.

    I finally spoke with the CR and was told that there was a water main break in my area, so I asked about the the Automated Notification system and was told that it wasn’t quite up and running yet.

    All I have to say is Wow – All this hype on this and NOT working yet.

    Reply

    • January 23, 2014 at 12:04 pm, Laura Sarcone said:

      Bill,

      We apologize for the confusion. Des Moines Water Work is experiencing a high number of main breaks today and staff is trying to update http://www.dmww.com with the water outages as soon as possible.

      We have not utilized the CodeRED system yet today. It is available for you to update your phone numbers so you are immediately notified when we issue the alerts. We suggest you directly sign up for CodeRED at Polk County Emergency Management’s website at https://www.polkcountyiowa.gov/emergency-management/ and click on the CodeRED logo to create or update your information. In addition, make sure your phone number(s) are up to date with a Des Moines Water Works customer service representative by calling 283-8700.

      Please let us know if you need additional information.

      Reply

  3. February 04, 2014 at 5:52 am, Sue said:

    I find I have no water this morning. I see there is an emergency outage in my area. My address is 1404 63rd St.

    Reply

    • February 04, 2014 at 5:56 am, Laura Sarcone said:

      Yes, there is an outage in your area. If it is a confirmed main break, you can expect your water service restored in 4-6 hours.

      Reply

  4. February 11, 2014 at 8:38 pm, Dianne said:

    I came home this evening to find very low water pressure in my house. Is there a water main break in my area? 1600 Beaver Avenue.

    Reply

  5. February 11, 2014 at 9:46 pm, Dianne said:

    I just hung up with DMWW dispatch after being on hold for 32 minutes. No one ever took my call. I hung up because my phone battery was getting low. It is difficult to report low water pressure when no one will answer my call. 32 minutes. Really?

    Reply

  6. February 11, 2014 at 11:08 pm, Dianne said:

    Maybe instead of leaving people on endless hold, you could have a mailbox available where they could leave a voice message – just the basics, like name, address, and current problem. At least then you’d have the basic information about our inquiry and could look into it when time allows. I think this would ease some frustration.

    Reply

  7. April 12, 2016 at 8:51 am, Katherine Zagnoli said:

    During a time I was out of town, DMWW contacted me regarding the water meter. I have tried to call back for the past three working days. After 8 minutes on hold, I hung up. If you wish to change my water meter which is located on the outside of my house, then call me again. I am done trying to reach you and be put on hold.
    I do not understand why I am considered a high usage customer, either.

    Reply

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