Representatives from Aqua Illinois and its parent company admitted their team didn't recognize the severity of the emergency and didn't effectively communicate with customers and local officials.
"It was a real critical lapse on our part that you all weren't kept more informed as this event went on," Carter said. by signing up you agree to our terms of service The company-owned water system, based at a plant in Hawthorn Woods, failed July 2.
Later in the meeting, Arnold admitted issuing a boil-water order while hundreds of people had none"seemed tone deaf at best." The company also is taking steps to prevent such a crisis from happening again, Arnold and Carter said. Those steps include making alarms more sensitive, creating a remote monitoring system for the water plant, improving training protocols and increasing system capacity faster than originally scheduled,Aqua Illinois is sending $100 gift cards to every customer affected by the outage. They should arrive in mailboxes this week.