Electric Outage: 1-844-484-2300
Water Emergency: 541-685-7595
EWEB Main: 541-685-7000
As part of our routine monitoring efforts, EWEB conducted a bathymetric survey of Trail Bridge Reservoir in May 2021. The reservoir is one of three that make up our Carmen-Smith Hydroelectric Project located about 70 miles east of Eugene off of Highway 126 near the headwaters of the McKenzie River. EWEB conducted follow-up inspections with a remotely operated underwater vehicle along with dye testing by divers in early June 2021. Based on the dye tests, the two larger depressions are actively taking water and are considered sinkholes. Subsequent dye testing and geophysical investigations in July and August indicated that there is no concentrated seepage flow through or under Trail Bridge Dam.Find Out More
EWEB Leads "Spill Drill" to test HazMat ResponseFind Out More
Unlike for-profit utilities who serve their investors, EWEB and other public power providers are community-owned and do not operate to earn a profit or benefit stockholders. Our prices are based on the costs to serve our community with safe, reliable water and electricity.Find Out More
While most wildfires are started by lightning strikes or caused by human actions, utilities have a role to play in risk reduction -- and we are doing our part. And while we can’t stop wildfires, we can make our electric infrastructure more resilient to better withstand fires by using new construction methods and materials and keeping our system maintenance up to date by replacing aging equipment.Find Out More
At EWEB, we factor climate change into almost everything we do. As Eugene’s publicly-owned utility, we strive to fulfill our roles reducing our community’s carbon footprint, optimizing our use of clean energy, and helping our watershed adapt to a warmer climate.Find Out More
EWEB helps fund floodplain restoration projectFind Out More
The security of the community's water supply is tied directly to the health of the McKenzie Watershed and EWEB is investing in the long-term health and quality of life for residents for generations to come.Find Out More
A year after the Holiday Farm Fire, EWEB and the Pure Water Partners are working with landowners in the burn zone to restore riparian forests and mitigate future fires.Find Out More
We are aware of a vendor issue affecting payments that were made between Thursday evening 8/26/21 and Sunday 8/29/21.Find Out More
Winter is coming and that means an increased likelihood of storm-related power outages.Find Out More
The Eugene Water & Electric Board will award $50,000 grants to The Eugene Mission and Friends of Trees Eugene Metro later this month after Greenpower program subscribers voted for their top two projects out of 11 submissions.Find Out More
Your next EWEB and City of Eugene utility services bill will look different and include some fee changes. Here's what to expect.Find Out More
EWEB is pleased to announce the eligible candidates for 2021 Greenpower project funding of up to $50,000! Funds for the grants come from voluntary Greenpower customer contributions. Two projects will be chosen through majority vote by Greenpower customers. To participate in this year's selection, customers must be registered for the Greenpower program no later than June 22.Find Out More
On June 15, EWEB Commissioners will host a series of presentations for McKenzie Valley customers along with a general question and answer session. The presentations will begin at 6 p.m. at the McKenzie Fire & Rescue Training Center in Leaburg. The meeting will take place rain or shine.The presentations will cover five topics, including McKenzie generation project updates, with a focus on Leaburg Canal; upriver Cost-of-Service Analysis and pricing update; watershed recovery status and investments; programs for McKenzie Valley customers; and wildfire mitigation.Find Out More
Three years after receiving a Greenpower Grant to install a solar energy system, Pearl Buck Center has recuperated its cost of installation through energy savings.Find Out More
Part of being a public utility is understanding how you—our customer-owners—rate our performance, and making decisions that reflect the values and choices of the community.
Public utilities like EWEB are distinctly different from the investor-owned electric providers, and even rural electric cooperatives, because we are fully accountable to our customers. You have a say in the policies and practices of your electric and water utility.
As part of our commitment to accountability and transparency, we regularly conduct customer satisfaction surveys, as well as focus groups and stakeholder interviews to measure customers' opinions and identify trends over time. Through routine outreach in a variety of forms, and through qualitative, informal feedback, we've built up a clear body of research about how you view our performance, and your priorities in terms of products, services, programs, and spending.
We use surveys to understand your preferences and expectations on a variety of subjects, including product quality and reliability, service, communication and prices. We also collect feedback through more in-depth focus groups, expert panels and advisory committee discussions about emerging and current issues such as modernization efforts, plans to diversify our water sources, pricing models, conservation programs and community or environmental initiatives. Through post-program participation or transactional surveys, we learn about your individual experiences with EWEB employees and program contractors.
Ultimately, the goal of this outreach is to better align our work with your needs and expectations.
The most recent customer satisfaction survey was completed in 2015; the first quarterly survey of 2017 wraps up in early May.
In 2015, a total of 1,109 randomly-sampled residential customers completed or partially completed interviews (816 online and 293 by phone). Here are a few high-level results:
The survey also included a "Gap Analysis," providing insights into the relationship between importance and satisfaction. In 2015, the most significant differences between satisfaction and importance existed for efforts to control costs, protection of drinking water sources, and responsiveness to customer needs and concerns.
The gap between importance and satisfaction with efforts to control costs is a clear improvement opportunity, and a trend we've seen for several years running.
In 2016, we did not issue a customer satisfaction survey, but instead hired a consultant to conduct one-on-one interviews with a cross-section of community stakeholders to gather meaningful feedback about the future direction of the utility. Twenty-two people representing business interests, community organizations, nonprofits, energy advocates, young professionals and other opinion leaders participated.
The interview results were mostly consistent with past satisfaction surveys. Reliability is the clear top priority. The interviewees gave us high marks for customer service and conservation programs. And while they viewed economic development and social needs support as important community issues, they questioned EWEB's role and spending in these areas.
We heard similar feedback about community programs in the 2015 Customer Satisfaction Survey. Community involvement such as grants, sponsorships and special events are considered a strategic or "value-added" activity, according to customer research, and rank below safety, reliability and affordability.
Customer feedback about spending priorities and satisfaction with efforts to control costs are driving factors behind General Manager Frank Lawson's new affordability target. Currently, EWEB customers spend approximately 4 percent of the median income in Eugene on power and water bills. Frank would like us to be closer to 3.2 percent of median income, a 20 percent improvement. To get there, Frank and our Executive Team are working on plans to trim $15 million and some 60 full-time position from the annual budget by 2020.
More outreach planned
We're continuning our outreach to gather detailed information on customer sentiment. Some of the upcoming initiatives include:
By participating in these surveys and other public engagement activities, you have the opportunity to exercise your voice on big questions we face, including investments in local infrastructure, energy conservation and energy efficiency programs, budget and prices, energy resources, customer policies, and level of support for environmental and community programs.
We will keep you updated on the results of our outreach, as well as our plans and progress.
4200 Roosevelt Blvd.
Eugene, OR 97402
Phone hours: 9 a.m. - 6:30 p.m.