About American Water
Clean, safe, reliable and affordable. The service we provide does not simply make life more comfortable or more enjoyable; it makes LIFE POSSIBLE. Without water, we could not survive. With it, we can improve lives and communities. Water helps to nourish and refresh us, grow our food, keep us clean and healthy and protect our homes from fire. The one thing we can never do is take water for granted.
Our job is to provide this essential service for a lifetime. We know that at the end of every water pipe people are depending on us to provide life’s most critical need, every fire hydrant depends on our service and that every treatment plant serves as a barrier against potential disease. We deliver safe, clean, reliable water service that is also affordable because our customers, employees, partners and the people and institutions who invest in us deserve nothing less. Every community should be stronger because we are there.
What’s good for our environment, customers, employees and communities has also proven to be good for our shareholders and our financial sustainability as a company. Our ultimate measure of success, however, is broader than just dollars and cents. Success is driven by a single, overriding purpose: to KEEP LIFE FLOWING for more than 14 million people every day.
102-2, 102-4, 102-6, 102-7
To understand our impact, it’s important to understand our business. We are the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. Headquartered in Camden, NJ and listed on the New York Stock Exchange under the ticker symbol “AWK,” we employ more than 7,100 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to more than 14 million people in 46 states.
To meet the U.S.' many water challenges, American Water provides services through two lines of business: regulated and market-based businesses.
Our primary business involves providing water and wastewater services to residential, commercial, industrial, public authority and industrial customers.
1Approximations of our primary operating assets as of December 31, 2018.
Our national regulated footprint provides regulatory and geographic diversity through operations in 16 states and 14 regulatory jurisdictions.
We provide clean, safe, reliable and affordable water and wastewater services for our customers in the following states:
California & Hawaii
- Illinois American Water
- Indiana American Water
- Iowa American Water
- Michigan American Water1
- Missouri American Water
1Michigan American Water is not subject to economic regulation.
2Tennessee American Water provides water to part of northern Georgia.
In addition to our regulated operations, we also provide a broad range of complementary water and wastewater services through our market-based businesses. These services leverage our core competencies, but do not involve ownership of assets. Our primary market-based businesses include the following operating lines of business:
- Homeowner Services Group, our largest market-based business, provides various warranty protection programs to residential and commercial customers. As of December 31, 2018, our Homeowner Services Group had approximately three million customer contracts in 43 states, and 26 partnership agreements with utilities, municipalities and other organizations.
- Military Services Group partners with the U.S. Military to treat and supply water and collect and treat wastewater for military installations across the country as part of the federal government’s Utility Privatization Program. We currently operate 50-year contracts at 14 military installations across the nation.
- Keystone Clearwater Solutions, headquartered in Hershey, PA, provides customized water transfer services for shale natural gas exploration and production companies. Our goals in this business are to ensure the quality of the water supplies (since they are primarily located where we serve water in our regulated business), as well as encouraging 100% recycling and reuse in this space.
Our core values help explain who we are as a company and what we represent to our stakeholders. They are the principles that guide the decisions of everyone at American Water every day, and they form the cornerstones of our business culture.
Safety underpins everything we do. Every day, our employees should return home in the same, or better, condition as they were when they came to work. Our commitment to safety extends to our customers and the communities we serve. Our target is—and must be—zero injuries.
We are the trusted source of everything water. Our customers and all our stakeholders trust in our ability to operate in accordance with federal, state and local regulations and be a leader in the industry. We are the only consumable/ingestible utility and don’t take that trust for granted, and will continue working to bring together all stakeholders to ensure we have safe, reliable and affordable water and wastewater services. We have a long and rich history of serving customers and providing trusted solutions for the communities we serve, and we will continue to do so.
We are responsible for the sustainability of critical water and wastewater services, but clean water doesn’t happen without environmental leadership. At American Water, we all play a role, from ensuring water quality at our plants to conserving energy and being an environmental policy leader.
We continue to build an environment where every employee feels included and knows how he or she contributes to the company’s strategies and goals. We promote and support an inclusive and diverse culture, and work together to meet common goals. We hold each other accountable and challenge each other to reach the best decisions, to help ensure we meet our commitments to the communities we serve.
Consistent high performance is the key to being the best water and wastewater utility in the country. When it comes to complying with strict federal regulations for delivering clean, quality drinking water, we consistently score among the highest of all water providers. High performance means aiming higher than just “compliance” to real leaders.
Our purpose and values drive our company strategy. We have developed our “strategy wheel” to illustrate what we must do to reach our vision. It features five key focus areas for our business. Each area has associated performance aspirations and goals, designed to deliver continuous improvement over the coming years.
Safety is both a strategy and a core company value, and that is on purpose. To us, safety is more than just “the right thing to do.” The health and safety of our employees and contractors is a leading indicator of our company’s health. Simply put, if we get safety right, we can get everything else right.
Maintaining an environment where our people feel valued, included and accountable is critical to our ability to serve our customers every day. We are working together to create an environment where employees can live up to their fullest potential and feel confident that what they do directly contributes to our company’s ability to stay strong, grow and make a difference in our customers’ lives.
To excel, we have to get the fundamentals right. Our operational excellence strategy helps us to find better and more efficient ways to do business, and to provide safe, clean and affordable water services for our customers. As the largest water and wastewater company, we assume the responsibility to go beyond minimum requirements and be an industry leader in operational and environmental excellence.
We believe that when companies grow, they can invest more in creating stable jobs, training, benefits, infrastructure and our communities. Our growth benefits all our stakeholders, including our shareholders.
Our customers are at the center of everything we do and every decision we make. We want to be the best, and if our customers had a choice as to who serves them, we want them to choose us. Customer input, along with empathy for our customers’ ideas and experiences, drives how we change and improve our processes and systems. We are all about showing customers and communities that we care what they care about. It is why people trust us to provide a life-sustaining service everyday. As a result, our customer base continues to grow.