As the urgency to replace lead service lines (LSLs) continues to grow, utilities must be prepared to meet both regulatory deadlines and community health needs. But replacing these lines is no small feat, requiring careful planning, technical expertise, and close collaboration between contractors, utilities, and other stakeholders.
In the recent Trinnex webinar “Best Practices for Lead Service Line Replacements (LSLR),” Alex Torres (Senior Operations Manager at HomeServe) and Aaron Englehart (Product Management Specialist at Trinnex) shared critical insights and real-world experiences from the field. They discussed how utilities can tackle the challenges of LSLR projects, make the most of digital tools, and stay on top of changing regulations. This blog highlights the key takeaways from the webinar and offers practical tips for utilities to navigate LSL replacement projects.
Navigating Real-World Challenges in LSLR: Insights from Alex
Alex shared invaluable experience from over two decades of working in the field. He emphasized the importance of preparation, communication, and flexibility to navigate the unpredictable nature of LSL replacement projects. Here’re his insights that provide a roadmap for addressing common challenges.
Selecting the Right Contractors for Seamless Execution
Alex highlighted the need to vet contractors thoroughly by reviewing their qualifications through specific tools and criteria, such as contractor management platforms, compliance checklists, and standardized evaluation forms.
- Background checks: Ensure contractors are reliable and trustworthy, especially when entering customers' homes.
- Safety records: Verify compliance with safety standards to minimize risks on site.
- Equipment reliability: Confirm that contractors possess state-of-the-art equipment suitable for the job.
Utilities can include clear quality and safety requirements in their request for proposals (RFPs) to ensure contractors meet expectations.
Property Restoration, LSLR, and Communication Aided by Digital Tools
Restoring properties to their original condition is just as critical as replacing the lead lines themselves. Customers expect timely and quality restoration, including landscaping, concrete, and asphalt repairs. Effective communication with residents about timelines and expectations is vital to building trust. Successful strategies include visiting door-to-door to explain the process, distributing informative brochures that outline timelines, and holding public meetings where residents can ask questions. Digital platforms like leadCAST’s public portal can play a key role in communications and fostering transparency by providing real-time updates to the public.
Addressing Workforce Shortages
With the average age of licensed contractors nearing 55, attracting new talent is crucial. Alex recommends:
- Partnering with technical schools and apprenticeship programs
- Offering incentives to attract younger workers
- Expanding outreach to nontraditional labor pools
Harnessing the Power of Digital Solutions: Insights from Aaron
Aaron showed how digital tools like leadCAST can really transform the LSL replacement process. For instance, a utility in the Midwest used leadCAST to bring together their scattered data sources, cutting down unknown service lines by 40% in just six months. This made it easier for them to stay on top of compliance and kept residents in the loop with automated progress updates. By simplifying workflows, ensuring compliance, and boosting communication with the public, digital tools are proving to be a game-changer for managing large projects.
Ensuring Regulatory Compliance
leadCAST is designed to help utilities comply with the Lead and Copper Rule Revisions (LCRI) by managing comprehensive service line inventories, tracking replacement progress, and ensuring utilities meet public engagement requirements.
Streamlining Replacement Planning
leadCAST’s planning tools allow utilities to create detailed work plans, assign tasks to contractors, and monitor real-time progress. These tools help standardize inspections and maintain quality control from start to finish.
Building Public Trust Through Transparent Communication
The leadCAST public portal offers residents easy access to service line information, allowing them to view status of their service lines, submit right-of-entry (ROE) forms electronically, and track restoration timelines and updates.
Optimizing Operations with Integrated Data Solutions
leadCAST integrates data from multiple sources—such as GIS, billing systems, and field inspections—into a single platform. This consolidation eliminates silos, improves decision-making, and enhances operational efficiency.
Strategic Recommendations for Successful LSLR Projects
Be Proactive
Start by identifying the number and location of lead service lines. Utilities can use GIS mapping systems, historical records, and predictive modeling tools to create a comprehensive inventory. Partnering with data analytics platforms or using software such as leadCAST can help identify high-priority areas and streamline the inventory process. Develop an inventory, secure funding, and establish clear project timelines to ensure deadlines are met. Conducting early planning minimizes unforeseen delays and aligns resources effectively.
Enhance Communication
Keep residents informed at every stage of the project. From pre-project planning to post-replacement restoration, proactive communication builds trust and reduces concerns. Alex emphasized the importance of telling residents what to expect at least three times.
Leverage Technology
Digital tools like leadCAST simplify compliance, centralizes data management, automates updates, reduces administrative burdens, and increases transparency, leaving utilities to focus on efficient execution.
Invest in Workforce Development
Collaborate with technical schools and apprenticeship programs to address workforce shortages. Offer training and mentorship opportunities to build a skilled pipeline of workers for future projects.
Prioritize Restoration Quality
Ensure contractors are held accountable for high-quality property restoration. Communicate restoration timelines to residents and provide updates to manage expectations effectively.
Real-World Applications: Stories from the Field
Public Engagement Success
leadCAST’s public portal enabled a utility to collect ROE forms digitally, significantly improving response rates. Residents could view their service line information, reducing the need for costly field verifications.
Paving the Way to Safer Communities
Replacing lead service lines is a monumental task, but with thoughtful planning, advanced tools, and clear communication, utilities can navigate these challenges effectively, while meeting compliance requirements, enhancing public trust, and improving community health.
Watch the full webinar here.
