PWSA's Executive Director Resigns Amid Billing & Meter Problems
PITTSBURGH (KDKA) – After non-stop complaints about the Pittsburgh Water & Sewer Authority, Jim Good is out as executive director, and David Donahoe is in, at least until a permanent director is hired.
Donahoe promises change.
"Our customers deserve accurate statements, and it's the intent of everyone who works here including me to see that that's done," Donahoe told KDKA money editor Jon Delano on Friday.
Over a year ago KDKA first reported Vivian Kowalski's problems with meters and billing statements from the PWSA.
"They don't know what they're doing and they can't answer our questions," said Kowalski at the time.
It took ten months to fix her meter, and she still gets bills just two days before the due date.
The Fischers got a $12,000 water bill -- obviously wrong -- and then a disconnect notice.
"It's been multiple conversations we've had with them," said Amanda Fischer.
And like many, Joanne Santucci said the customer service is awful.
After waiting on the phone with PWSA, she said, "Went down to a one-minute wait, and then it starts ringing and I get this message 'our offices are currently closed.'"
With all these customer complaints that have stacked up against the PWSA over the years, the question is can they get their act together -- and get it together quickly -- before a permanent director is appointed.
Donahoe may be the right man to turn things around in the short term.
"I'm respectful of the public, and I've worked for the public for a long time," says Donahoe.
The grandson of former Mayor and Governor David Lawrence, Donahoe has a reputation as Mr. Fix-It, having been called on by governors, county commissioners, and mayors to take charge of agencies in need of quick turn-arounds.
"I did meet with the mayor," notes Donahoe.
Donahoe says he knows Mayor Peduto's and the PWSA Board's priorities, and better customer service is top.
"There's a team of people working here to solve that, and I'm going to work with them to see that that's resolved."
A statement from Peduto's office said in part:
"PWSA faces extraordinary challenges in the next few years because of outdated technology, aging infrastructure and substantial debt. The Authority will continue to address our ongoing operational issues as well as these long term strategic issues. The board and PWSA employees are lucky to have David Donahoe, a man of great experience and integrity, working with us to improve the Authority during this transition period."
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