The Administration Division is responsible for the administrative and support functions of PWSA. The division's major responsibilities include administration, communications, customer service, finance, human resources, and management information systems.

Communication's mission is to manage PWSA’s relationships with media, customers, governments and various external stakeholders. The department is responsible for interacting with customers and stakeholders to inform them of PWSA activities.

Specifically, the department is responsible for:

  • Customer communications materials
  • Media relations
  • Community outreach
  • Social media
  • Water quality reports

Customer Service’s mission is to ensure that customers of the PWSA are treated courteously and professionally, given accurate bills and the best possible rate structure that we can offer. Customer Service is responsible for all customer related activities and serves as the direct link to PWSA’s 250,000 consumers.

The various activities of Customer Service include:

  • Handling customer inquiries
  • Billing processes
  • Preparation of final invoices
  • Integration of other water company data for sewage billing
  • Collection of all PWSA receivables
  • Meter readings
  • Scheduling of repair work
  • Updating and maintenance of customer information data base
  • Filing of liens against delinquent properties
  • Processing bankruptcies

Finance’s mission is to guide PWSA to maximize income, support disciplined capital and operating programs and to provide timely financial reporting and effective internal controls.

Finance is responsible for:

  • Budgeting
  • Financial reporting
  • Accounts payable
  • Customer receipts
  • Payroll and procurement

Human Resource's goal is to optimize the work potential of PWSA’s most valuable resource in meeting its mission – its employees – by creating a culture of empowerment, ownership, employee development and pride in PWSA.

Human Resources is responsible for:

  • Utilizing its employees efficiently and effectively
  • Facilitating a culture of safety among all employees
  • Implementing career training programs

Management Information System's mission is to provide the highest level of technical support through  prompt, professional, and courteous responses, with an attitude of excellence and teamwork. MIS proactively supports PWSA teams in the training and use of new and existing technologies and tools. MIS provides a stable computing environment and equips PWSA employees with the tools and capabilities so that they can perform their duties as efficiently and safetly as possible. MIS actively seeks to identify and implement novel methods to use IT to drive down costs, and boost revenue throughout PWSA.

Engineering and Construction

Engineering and Construction’s mission is to safely and efficiently deliver an effective capital improvement program and to support operations with the best technical solutions to problems. Also, Engineering and Construction is responsible for addressing the Combined Sewer Overflow (CSO) and Sanitary Sewer Overflow (SSO) directives. Finally, Engineering and Construction is here to serve the public through preparation assistance and review of sewer tap-in applications.

No matter how much care is put into maintaining the water and sewer systems, emergencies are a fact of life. Acts of nature, excavation, or aging pipes can cause pipes to break. During these emergencies, Engineering and Construction assesses the situation, mobilizes construction assets, designs a solution, and gets the problem corrected as effectively as possible. From long range programming and planning to urgent emergency repairs, the Engineering and Construction Division is dedicated to providing safe and reliable service to the people of Pittsburgh.


Operations mission is to supply an adequate quantity of water to our customers while maintaining good quality. It is Operations responsibility to be aware of our customer’s needs and address their concerns while maintaining sufficient inventory to respond promptly to a request regarding water and wastewater services. Additionally, Operations is to maintain a safe working environment while establishing an effective and efficient operations division that will provide the highest quality service at the lowest possible cost.

Operations has a tremendous responsibility to treat, analyze, store and deliver over 70 million gallons of water per day, maintain and operate over 1,200 miles of water lines and 1,100 miles of sewer lines, 24-hours a day, seven days a week.

Operations is made up of four areas: 

  • Treatment Process staff helps to transform the waters of the Allegheny River into pure, fresh drinking water around the clock. Once the treatment of the water has been accomplished, this group's work is far from done. The water is now destined to one of the three primary reservoirs - Highland No.1, Highland No. 2, or Lanpher. Each of these three reservoirs contains in excess of 120 million gallons of water. Nearly half of our customers receive their drinking water from one of these reservoirs directly.

    • Additionally, seven booster pump stations, thirteen storage tanks and one additional reservoir are necessary to reach the homes and businesses of the rest of our customers.

  • Water Distribution picks up where the Treatment Process leaves off. As the water flows from each of the pump stations, reservoirs, and tanks, it travels through a carefully designed system of pipes, valves, and fittings to reach each customer. In all, Distribution cares for 1,200 miles of waterlines, over 32,000 valves, 8,000 fire hydrants and 83,000 service connections.

    • Distribution responds to emergencies around the clock - they fix water main breaks, service line leaks, broken fire hydrants, and dysfunctional water meters.

  • Water Quality is controlled at one of the most respected water laboratories in the country. WQ Lab Technicians are constantly sampling, testing, analyzing, and reporting results of the endless water samples that arrive at the lab each day. Water Quality samples the river water continuously, and adjusts treatment chemicals to improve and assist the Treatment Process.

    • They respond to customer requests and perform all the necessary testing for our customers at no additional charge.

  • Sewer Conveyance starts when the wastewater leaves the customers home through the service lateral and enters PWSA’s main sewer system. The main goal of PWSA's system is to transport all of the sewage to ALCOSAN for treatment. PWSA’s sewer division is responsible for maintaining and operating the entire City of Pittsburgh sewer system for this purpose. The sewer division takes care of 1,100 miles of sewer lines, more than 20,000 catch basins and more than 15,000 manholes.

    • The sewer division responds to emergencies around the clock - to fix sewer main breaks, identify service lateral problems, and help clear backed-up sewers lines.