Organizational Divisions

Customer Service Center

It is our policy to deliver a consistent level of service to our customers that will address and meet their needs plus instill a level of trust, pride and confidence in the Commission. 

This level of service will be marked by the following standards:

1. Efficiency: The hallmark of our service will be speed and accuracy

2. Flexibility: We recognize that we are here to service and when a request is out of our area of expertise or jurisdiction, we will still own it and give the requestor the information and directions that will produce a positive outcome.

3. Quality Focused: Service delivered in such a fashion that when a customer receives services from us they will instinctively trust in its value.

4. Courteous: How we treat our customer will be a reflection of the respect we have for the City of East Orange and ourselves

5. Internal Clients: We will deliver exceptional service period.  There will be no distinction between internal and external clients when quality of service is measured.

6. An Inviting Attitude: The way we communicate with citizens will be marked with a smile on our face and in our voice.  Listening and sensitivity will be essential to all of our interactions.

Service will be delivered always keeping mind that we have the knowledge, desire and resources available to us to deliver only one kind of service - Exceptional.

A core component of our customer service philosophy is to ensure customers interact with a customer service representative rather than an automated system. Providing that personal contact to answer questions and solve problems makes it clear that customers are a priority. The human interaction is supported and made more efficient with the use of technology for automated meter reading, billing, as well as tracking customer account and service information. Customer complaints are reviewed to evaluate our policies, procedures and service response.

Operating Hours for the Customer Service Center are 8:30 am – 4:30 pm, Monday-Friday. 

Joseph Lambert, Supervisor

 
Water Supply Division

The White Oak Ridge Pumping Station (WORPS) in Short Hills, NJ supplies the average daily water supply of approximately 11 MG from groundwater supplied by 18 wells in 4 well fields located in Millburn, Livingston, and Florham Park, NJ.  Water is pumped from the wells to the pumping station where it is treated with chlorine for disinfection purposes and then pumped to the 10 MG distribution reservoir located approximately 4 miles away.  The WORPS is equipped with 6 electric pumps and emergency diesel pumping equipment. 

Recently, the Supervisory Control and Data Acquisition (SCADA) system has been employed at the White Oak Ridge Pumping Station.  The SCADA system provides monitoring of each well as well as remote start and stop of well pumps.

Generally, WORPS responsibilities are to:

• Provide 24 hour dispatch

• Respond to water quality report issues

• Respond to Low pressure issues

• Execute Water Well Operations

• Monitor Elevated Storage Reservoir

• Monitor System pressures/pumping operations

• Ensure Facility Security

Kevin Shaughnessy, Principal Engineer

 Water Distribution Division

Located at 99 So. Grove Street, East Orange, the Water Distribution Division responsibilities include:

• Water main Repair

• Responding to customer leaks issues

• City side (curb box to main)

• At customer meter (Inside the home)

• Addressing low pressure complaints

• Investigating Bad taste/odor/color complaints

• Installation of water service taps/meters

• Locating water lines

• Isolating water lines

• Home plumbing inspections at customer request

Kenneth Brunner, Superintendent Water Distribution

 Sanitary/ Storm Drain Collection Division

Located at 99 So. Grove Street, East Orange, the Sanitary/Storm Drain Collection  Division responsibilities include:

• Responding to sanitary sewer overflows at manholes

• Providing customer assistance of sewer stops

• Locating wastewater lines

• Investigating odor/sewer smell

• Installation of sewer service taps

• Main collection line repairs

• Installation of city side cleanouts

• Preventative collection system maintenance

Kenneth Brunner, Superintendent Water Distribution

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Last modified: 03/30/11