Utility Services

The Utility Services Department oversees a wide range of responsibilities to keep water flowing to you.

The Utility Services Department includes the Utility Services North, West, Central and South Divisions; Meter Services; Pipeline Infrastructure Strategic Planning; Utility Services Learning and Development; Water/Wastewater Systems Assessment, and the Emergency Services Center. The department plans, directs, coordinates and supervises the repair and maintenance of water distribution and wastewater collection systems assets as well as meter operations. The department is led by Utility Services Director, Glen Diaz.

Meet Our Utility Services Director

The Utility Services Department includes:

Utility Services North (Gaithersburg Depot), West (Lyttonsville Depot), Central (Anacostia Depot) and South (Temple Hills Depot) Divisions

These divisions are responsible for ensuring 24/7 safety and emergency response whenever any stakeholder encounters a water loss or sewer spill that may impact the customers we serve in Prince George’s County and Montgomery County.

The team serves as the front line of response, focused on protecting public health, maintaining reliable water and sewer services, minimizing customer impacts, and ensuring the continued integrity of our infrastructure. Our primary responsibilities include:

• Responding to water and sewer emergencies 24/7.
• Repairing broken water mains and addressing water losses in a timely manner.
• Performing regular water meter maintenance, testing, and repairs.
• Reducing the number and impact of sewer backups and overflows.
• Providing timely repairs to broken or damaged sewer mains.
• Responding to and repairing backed-up sewer mains and associated house connections.
• Restoring water and sewer service as quickly and safely as possible when an incident affects our customers.
• Performing preventive maintenance to identify and address potential system issues before they result in service disruptions or emergencies.
• Supporting revenue recovery efforts by identifying and addressing water losses, meter issues, unauthorized usage, and other conditions that may result in lost revenue.
• Coordinating with internal teams, customers, contractors, and other stakeholders to ensure timely communication and effective resolution of water and sewer service issues.

Through these efforts, the team plays a critical role in maintaining the reliability, safety, and efficiency of the water and wastewater systems. Our work helps protect public health, reduce service interruptions, control water losses, support revenue recovery, and ensure that customers receive safe, dependable, and responsive service 24 hours a day, 7 days a week.
 

Emergency Services Center

The Emergency Services Center is committed to providing world-class customer service.  The call center operates 24/7/365 and is responsible handling customer calls and quickly dispatching technicians to inspect and repair water and sewer related emergencies. Emergencies include, but are not limited to, water main breaks, discolored water complaints, leaking meters, service leaks, and sewer overflows.  In addition, the team communicates and coordinates with various stakeholders to ensure that service disruptions are minimal.

Learning and Development Division

The Learning & Development Division supports the Utility Services and Production Departments by developing and delivering training and workforce development programs that build employee knowledge, skills, and capabilities. The division supports operational, technical, leadership, and regulatory training needs while identifying industry trends and opportunities that strengthen workforce readiness and organizational performance.

Meter Services Division

The primary objective of this division is to have an accurate accounting of water use primarily through scheduled meter readings and regular meter maintenance. Meter Services is the largest division within the Utility Services Department covering approximately 1,000 square-miles of service area and maintain approximately 500,000 water meters. This division also provides potable water through its fire hydrant meter rental program and operates a state-of-the-art meter testing facility.

Pipeline Infrastructure - Strategic Planning Division

The Pipeline Infrastructure Strategic Planning Division is committed to the collection of quality data that assists in the management and administration of predictive and preventive maintenance activities impacting our pipeline infrastructure.  We are responsible for utilizing the data to plan and schedule maintenance activities, develop water and wastewater asset management plans, and improve business workflows within the Utility Services Department.

We are steadfast on ensuring that the WSSC Water Asset Management Program implementations meet the needs of strategic investment planning for the water/wastewater underground linear infrastructure.

Water/Wastewater Systems Assessment Division

The Water/Wastewater Systems Assessment Division ensures the proper maintenance and operation of the wastewater collection and the water transmission & distribution systems. Its responsibilities include sewer pipe cleaning, line blockage analysis, administration of the SSO Consent Decree, closed circuit televising of pipes, inspection of trunk sewer lines, flow monitoring, pipeline rehabilitation and replacement recommendations, design and construction support, and Sewer System Evaluation Surveys. It also oversees small and large valve exercising and repairs; metallic water mains condition assessment and prioritization for replacement, and Pre-stressed Concrete Cylinder Pipe condition assessment and monitoring.