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American Water Announces National Technology Rollout

Technology Implementation Begins to Improve Service Quality and Efficiency

Voorhees, NJ - March 03, 2005

American Water today announced the continued implementation of Service First, a program designed to enhance the customer experience by enabling all service support groups the ability to work in "real time" with the goal of increasing customer satisfaction, improving business efficiencies and enabling better resource allocation.

John Young, vice president, Operations and Investment Performance, American Water, said "The implementation of Service First has re-invented the way American Water serves its customers. It has enabled faster response times, eliminated redundancy and repeat visits, and is ultimately improving overall customer satisfaction."

"This program represents a tremendous commitment that will make extensive improvements to how the company serves its customers and performs on a daily basis. At the core of this change is equipping employees with numerous technologies and advanced training that will work in tandem with all areas of our business," said Chief Operating Officer of American Water, Jim McGivern. "This is the first of many initiatives that will be implemented across our business, and sets a new tone for the way we operate as a company; efficient and cost effective, without compromising quality."

With its initial success, American Water is now in the process of implementing Service First throughout the country. McGivern continued, "American Water has always provided customer support 24/7. What is important is that we eliminate redundancy, better utilize our employee's time and ultimately improve the customer experience. With the continued implementation of this program, we are able to achieve all of this at a national level."

With a history of over 100 years, American Water provides high quality water, wastewater, and other related services to over 18 million customers in 29 states and 3 Canadian provinces. American Water is part of RWE Thames Water, the third largest water and wastewater services company in the world. Through our combined experience and financial strength, we provide customers with global expertise in water quality, research and development, customer satisfaction and security. More information can be found by visiting our website, www.amwater.com .

Contact
Kimberly Cooper
856-346-8207

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