This measure tracks the annual number of service outages over 12 hours associated with the Portland Water Bureau (PWB) owned service lines that carry water to customers from the water mains (usually up to the property line). This measure helps PWB track the long duration (over 12 hours) service outages.  This measure also helps PWB to indirectly track the condition of these assets (as outages are often associated with asset conditions). If the service line failures increase over time, this would indicate the need to replace the service lines earlier. 

According to the actuals between FY 2020-21 and FY 2024-25, Water Bureau customers have not experienced any outages of over 12 hours associated with the service line failures, meeting the set targets. Water Bureau will continue to monitor this measure and address the service lines that may contribute to outages over 12 hours.

Water Bureau collects service outage related data with the help of its Dispatchers and field crews. The information needed to calculate this measure is tracked in different databases, and then consolidated to create a comprehensive report of outages of service lines. The calculations are based on the duration of outage (Start Time and End Time) and the list of the associated assets (e.g., water mains, service lines) impacted.

Portlanders can report leaks or water service disruptions and problems to the water service emergency line at 503-823-4874, available 24 hours a day and 7 days a week; use the PDX Reporter app or website; and contacting 311.

Learn how to report other water quality and pressure concerns and questions at the Portland Water Bureau website.