Press Release

PUC Issues Management and Operations Audit for Newtown Artesian Water Company

Published on 3/27/2025

Filed under: Water and Wastewater

Audit Highlights Opportunities to Enhance Damage Prevention, Cybersecurity, and Water Loss Reduction

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) has released the findings of a comprehensive Management and Operations Audit of Newtown Artesian Water Company (NAWC), outlining 11 actionable recommendations for operational improvements. NAWC serves approximately 10,500 customers in Newtown Borough, Newtown Township, and the northern portion of Middletown Township in Bucks County.

The Commission voted 5-0 today to approve the audit report and its recommendations, as well as to release NAWC’s submitted implementation plan detailing its approach to addressing the audit findings.

Audit Report and Key Recommendations

The audit identifies opportunities for NAWC to improve operational efficiency, system security, and customer service. Key recommendations include:

• Accelerating the rate of water main replacement and creating a long-term prediction to plan for future replacement needs.
  
  
• Continuing to remove any lead from the distribution system by verifying customer service line material types currently listed as “unknown.”
  
  
• Improving physical security for control rooms and control system equipment.
  
  
• Developing and maintaining incident response plans focused on physical security, cybersecurity and emergency response.
  
  
• Reviewing and regularly updating the company’s Damage Prevention Manual.
  
  
• Implementing routine customer feedback surveys to ensure customer expectations are met and opportunities for improvement are identified.
  
  
• Preparing and filing annual diversity reports with the Commission according to the most recently issued guidelines.

NAWC’s implementation plan indicates full acceptance of 10 recommendations and the rejection of one recommendation.

Next Steps

NAWC will submit annual progress reports on their Implementation Plan for the next three years, to be submitted by April 1^st of each year, and the PUC’s audit staff will monitor the company’s progress as part of a future Management Efficiency Investigation.

About the PUC

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

Visit the PUC’s website at puc.pa.gov for recent news releases and video of select proceedings. You can also follow us on X (formerly Twitter), Facebook, LinkedIn, Instagram, and YouTube. Search for the “Pennsylvania Public Utility Commission” or “PA PUC” on your favorite social media channel for updates on utility issues and other helpful consumer information.

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Docket No.: D-2024-3049372

Contact:

• Nils Hagen-Frederiksen
  Press Secretary
  717-418-2701
  nhagen-fre@pa.gov