Des Moines Water Works Response to COVID-19

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Monday, March 16, 2020

Des Moines Water Works’ General Office Building will close to walk-in customers beginning Tuesday, March 17, and in-home customer service visits and service termination will be suspended

Water supply is critically important to the public health of our community at all times, and Des Moines Water Works recognizes our role in the community has grown even more critical in recent weeks. Des Moines Water Works has been operating under its 4-phase Contagious Disease Response Plan for several weeks. This plan helps ensure a continuous supply of safe and reliable water to serve Central Iowa during these unprecedented circumstances.

In an effort to comply with national, state and local guidance to limit person-to-person contact, Des Moines Water Works will enact the following:

• Close the General Office Building to walk-in customers, effective Tuesday, March 17.
• Temporarily suspend in-home customer service visits, except for emergencies, as well as backflow inspection visits.
• Additionally, because proper sanitation is important to curb community spread of the virus, Des Moines Water Works will temporarily suspend service termination for delinquent accounts.

Des Moines Water Works has also begun stockpiling chemicals, repair parts, and other supplies necessary in order to ensure continued production and distribution of safe drinking water to Central Iowa.

“Des Moines Water Works plays a critical role in providing Central Iowa with a safe and abundant water supply,” said Ted Corrigan, Interim CEO and General Manager. “Des Moines Water Works employees take pride in providing an essential service to our community and will continue to provide that service as the COVID-19 situation unfolds.”

Customer Service/Payment Options

While walk-in customer service is temporarily suspended in this phase, Des Moines Water Works offers a variety of opportunities to complete your payment and customer service needs:

• Online Account: Login to online account to pay by credit card ($2.75 convenience fee), recurring credit card, direct pay or electronic check.
• Phone: Please call (515) 283-8700, and a Customer Service Representative is available to assist you Monday-Friday from 7:30 am to 5:00 pm. Pay by credit card ($2.75 convenience fee) or electronic check (no fee).
• Drop Box: Place bill stub and payment in the payment drop box located at 2201 George Flagg Parkway.
• Mail: Mail bill stub and payment to PO Box 9227, Des Moines, Iowa 50306-9227.
• Pay Stations: Customers may make monthly payment at most local HyVee and Wal-Mart stores. The pay station may charge a fee for this service; however, these fees are not collected by Des Moines Water Works.

Important Information about Coronavirus and Drinking Water

Is drinking tap water safe?

Des Moines Water Works’ finished drinking water remains safe. The COVID-19 virus has not been detected in drinking water.  Des Moines Water Works’ multiple-barrier approach and traditional disinfection methods used to meet U.S. Environment Protection Agency's (EPA) drinking water regulations include treatment to remove or kill pathogens, including viruses.

EPA recommends that Americans continue to use and drink tap water as usual. The World Health Organization (WHO) has stated the “presence of the COVID-19 virus has not been detected in drinking-water supplies and based on current evidence the risk to water supplies is low.” Additionally, according to the Centers for Disease Control (CDC), COVID-19 is mainly thought to spread between people who are in close contact with one another. Read more from the CDC about transmission of COVID-19.

Do I need to boil my drinking water?

Boiling your water is not required as a precaution against COVID-19.

Do I need to buy bottled water or store drinking water?

EPA recommends that citizens continue to use and drink tap water as usual. At this time, there are no indications that COVID-19 is in the drinking water supply or will affect the reliable supply of water.

Is tap water safe to use for hand washing?

EPA recommends that Americans continue to use and drink tap water as usual. According to the CDC, washing your hands often with soap and water for at least 20 seconds helps prevent the spread of COVID-19. Read CDC’s handwashing guidance.

What should I do If I’m concerned about my drinking water?

Customers may contact Des Moines Water Works at 283-8700 to learn more about the water treatment process, including filtration and disinfectant that remove or kill pathogens before water is pumped into the distribution system.