EPA Water Security Division – Two New Products

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Designing Customer Complaint Surveillance for Water Quality Surveillance and Response Systems

This document provides guidance for using customer calls and existing utility complaint management systems for detecting possible drinking water contamination incidents. Customers throughout a utility’s distribution system can provide near real-time input regarding changes in the taste, odor, or appearance of drinking water. The document provides guidance on using customer feedback to monitor for changes in water quality. Specific guidance is provided for complaint collection, information management, alert investigation procedures, and communicating with customers. This document is expected to be published in early October and posted to: https://www.epa.gov/waterqualitysurveillance/customer-complaint-surveillance-resources

Designing Enhanced Security Monitoring for Water Quality Surveillance and Response Systems

This document provides guidance for enhancing security monitoring at distribution system facilities that are determined to be at risk of intentional contamination. The document covers equipment to delay and detect unauthorized entries using hardening and intrusion detection. It also provides guidance on site selection, physical security equipment, communications, information management, alert investigation procedures, and partnerships with law enforcement to respond to unauthorized intrusions. This document is expected to be published in late September and posted to: https://www.epa.gov/waterqualitysurveillance/enhanced-security-monitoring-resources