Customer service standards for essential water service disruptions
Improving customer support during water service disruptions
Access to clean, reliable water is essential for every Calgarian. When service is disrupted due to infrastructure failures, planned repairs, or emergencies, the impacts are immediate. Families are left without running water. Businesses may be forced to close. Vulnerable residents, including seniors and those with mobility challenges, may be left without the support they need.
On April 15, 2025, Councillor Sharp brought a motion to Executive Committee calling for better communication and support during essential water service disruptions. And, on April 29, the motion passed unanimously at Council. The motion focuses on improving consistency, clarity, and access to temporary services.
As of July 29, 2025, City Administration has provided an update to Council outlining the steps being taken to act on the motion’s recommendations.
What residents had to say
Administration’s engagement and Innovation Lab research confirmed what many of you have told the Ward 1 Office directly:
- The 48-hour restoration target is generally acceptable, but only if people know what to expect.
- Proactive updates by text or email are strongly preferred over printed door hangers.
- The Water Outage website is used frequently but often lacks timely updates.
- Water wagons are helpful, but some find them confusing.
- Recreation passes for showering are appreciated when offered, but availability has been inconsistent.
These are not minor concerns. When you’re already dealing with no running water, the last thing you need is to be left in the dark about when service will return or what supports are available.
What Administration is doing now
Following Council’s direction, Administration is already making several improvements.
As of July 2025, key updates include:
- A redesigned water outage website with improved usability and more frequent updates.
- Expanded access to recreation passes, now available to all affected residents for up to 7 days, delivered via improved door hangers.
- Updated signage and clearer instructions on how to use water wagons.
- New mapping tools to help visualize affected areas in real time.
These changes represent meaningful progress toward a more consistent and user-friendly customer experience.
What's next
Additional improvements are planned for 2026 and beyond, including:
- Estimated return-to-service times for all outages, not just planned ones.
- Opt-in text and email notifications with repair-specific updates.
- Timely restoration of sidewalks, roads, and landscaping after repairs.
- A potential public dashboard to report real-time outage response data.
A full report presented to Council includes:
- A review of current service standards and performance metrics.
- Recommendations for improvement, with associated costs and timelines.
- A proposal to standardize recreation pass distribution.
- A new tool to collect customer feedback and report annually, beginning in Q4 2025.
Councillor Sharp’s commitment
This initiative reflects Councillor Sharp’s commitment to responsive, people-first service. She believes Calgarians should never be left without answers, without options, or without support when essential services are interrupted.
Whether it's a parent managing a household, a senior living independently, or a small business owner trying to stay operational, residents deserve timely updates, clear expectations, and access to basic resources like water and showers during outages.
The work underway is based on what Calgarians have shared, and Councillor Sharp will continue to advocate for further improvements as the City’s response evolves.