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Austin Water goes virtual

Wednesday, March 25, 2020 by Tai Moses

All Austin Water buildings closed this week to observe social-distancing regulations during the COVID-19 pandemic. Staffers have expanded virtual and electronic services to accommodate customers needing to do business with the utility and recommend following these guidelines:

  • Service Extension Request applications and associated backup materials may be submitted electronically to SER@austintexas.gov for screening and invoice generation. The SER team will generate an invoice and then payment can be made over the phone (512-972-0009). Hard copies of the SER application should still be mailed to Austin Water, Waller Creek Center, 625 E. 10th St., Austin, TX, 78701 (Attention Albert Ramirez).

  • Austin Water Residential Plan Review: Staffers continue to process tap plan reviews electronically through the Austin Build + Connect website portal. For questions, coordinate with Reyna Holmes (Reyna.Holmes@austintexas.gov or 512-972-0202). Staff will continue to accommodate virtual or online meetings where necessary.

  • Austin Water Commercial (Sites and Subdivisions) Plan Review: Staffers continue to perform complete site plans and subdivision plans, project reviews and approvals electronically. Staff will continue to accommodate virtual or online meetings where necessary. For additional questions, email your assigned project coordinator directly or visit www.austintexas.gov/page/pipeline-engineering.

  • Austin Water Commercial Site Plan Plumbing Reviews: Consultations with Austin Water Site Plan plumbing reviews may be conducted virtually using existing email and video conferencing alternatives as necessary.  For additional information, please contact Cory Harmon (Cory.Harmon@austintexas.gov or 512-974-2882).

  • Austin Water AULCC Reviews: Consultations with Austin Water AULCC review team may be conducted virtually using existing email and video conferencing alternatives as necessary. For additional information, contact Utility Coordination and Real Estate Supervisor Eric Sermeno (Eric.Sermeno@austintexas.gov or 512-972-0497).

  • As-Built Records: Records requests should be submitted electronically to Austin Water Infrastructure Records group using AWRecords@austintexas.gov. Any additional questions should be directed to Tony Rodriguez (Tony.Rodriguez@austintexas.gov or 512-972-0277).

  • Taps Permitting Office: Consultations with Austin Water Taps Permitting Office will be conducted electronically using existing email, phone and video conferencing alternatives. Staff are available via phone at 512-972-0000. If calling, select Option 5 for service plan verification forms, tap permit applications, and tap locations or Option 4 for truck/hydrant meter applications.

  • Residential Tap Permit applications and payments may be submitted through the Austin Build + Connect website.

  • Commercial Tap Permit applications may be submitted via email to AWTaps@austintexas.gov.

  • Water/Wastewater Service Plan Verification forms may be submitted via email to AWTaps@austintexas.gov.

  • Requests for tap locations may be sent to AWTaps@austintexas.gov.

  • Payments can be made by phone by calling 512-972-0009.

  • Other requests for information or needs may be sent to AWTaps@austintexas.gov.

  • Water Conservation Customer Services: Staff continue to be available by phone or email to provide water conservation related customer services or answer questions. Some services may experience delays due to public health efforts to limit face-to-face interactions. Water leaks or water waste concerns can be reported online at report a leak or by dialing 311.

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