Division Responsibilities

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Customer Service
This division is the primary contact for all new and existing customers. This section includes the 24/7 Call Center, a Walk-In service center located downtown, Meter Services, IT, Public Education and Water Development. Account Services is also located within this section which includes Billing, Collections and Satellite Operations.

Field Operations
This division is responsible for the operation and maintenance of the water distribution and wastewater collection systems. It is a 24/7 operation that in accordance with federal and state standards, and while minimizing customer inconvenience for the residents of Fort Worth and those entities served in a contractual basis, provides the consumer with the best possible service 

Planning and Business Services
This division oversees all fiscal aspects of the department including budgeting, rate-setting and capital improvement projects. Sections in this division include engineering, IT, security  and development.

Production
Production is responsible for the treatment, storage and pumping of drinking water to the citizens of Fort Worth and its wholesale customers.  The primary goal is the production and distribution of drinking water that is safe in quality and sufficient in quantity.

Wastewater
Pollution Control is responsible for operating and maintaining the Village Creek Wastewater Treatment Plant. Village Creek is permitted to treat 166 million gallons of wastewater each day while serving more than 880,000 people and numerous industries in 22 communities. Pollution Control also includes Pretreatment Services which regulates commercial and industrial wastewater discharges