YLWD Behind the Bill Tours

Customers Go Behind the Bill to See YLWD's Water & Sewer System in Action

As a part of the District’s rate study outreach efforts, Yorba Linda Water District hosted three “Behind the Bill Tours,” to provide customers a behind-the-scenes experience designed to help them understand water and sewer rates and see how their investment is put to work.  Each tour began with a brief presentation on the recent rate study, key district accomplishments, and planned capital improvement projects (CIP) set to take place over the next five years. Participants then visited several essential YLWD facilities in need of rehabilitation or replacement, including a well, a reservoir, a waterline and sewer line project, a booster pump station, and a sewer lift station. Attendees also visited the future project site of a new well. Seeing these key facilities that are part of our 5-year CIP helps our customers see firsthand how rate dollars support water and sewer infrastructure, operations, and long-term reliability. In total, 28 YLWD customers attended the tours, with each tour lasting approximately 3 hours. 

13 people pose for a group photo. The Marc Marcantonio Heli-Hydrant is in the background on a grassy hill behind group.
General Manager Mark Tour Presenting with TV screen behind him with powerpoint presentation
tour group stands in front of treatment plant, large beige tanks with YLWD logos and US flag
Tour group gathers by the back of an opened van near above ground sewer pipeline demonstration
group of people standing on dirt near body of water
group of people gather under YLWD flagpole standing on concrete surrounded by grass and brick wall
group is gathered at the end of a cul-de-sac in residential area, surrounding a square opening on the street with orange cones and caution tape

Tour #1

On Tuesday, March 3, YLWD held its first “Behind the Bill Tour.” The tour opened with an overview of YLWD operations from the General Manager, Finance Manager, and Public Affairs Officer. 

“Each speaker had different in-depth knowledge and nice personalities. I learned a lot! I’m so pleased to have been able to register for this tour.”

-Behind the Bill Tour Attendee

19 people take group photo standing on dirt in front of body of water
tour attendees walk past large tanks (yorba linda water district's PFAS water treatment plant) with YLWD logos and US flags
Maintenance worker presenting to group an above ground sewer pipeline demonstration. They are standing in front of a white inspection van.
Group of people stand under three flag poles with California, US, and YLWD flags.
Group stands under satellite tower in front of brown building. The group is standing above light grey shafts near grassy hillside.
Maintenance worker holds flashlight pointing down towards opening in ground leading towards the sewer lift station. Tour group is standing around cones and caution tape in residential neighborhood in the middle of the street.

Tour #2

A week later, on Tuesday, March 10, YLWD held its second “Behind the Bill Tour.” Tour attendees were greeted by Vice President Wayne R. Scott, Director Trudi DesRoches, and General Manager Mark Toy before they learned about the current rate study, upcoming CIP projects, and more.  

“All staff were friendly, professional, and very knowledgeable. I feel like you are on the side of your customers. Thank you.“ 

-Behind the Bill Tour Attendee

18 people take group photo in front of body of water, featuring YLWD staff and Behind the Bill tour attendees
Group stands in front of brown building near sewer vactor truck in parking lot
Group stands in front of large white cyclinder structure with yellow bars near brown building next in parking lot
Clear horizontal pipe with green liquid and robotic camera inside spraying water, near grass and parking lot
Group gathers on asphalt near grey electical box looking down through the ground
Maintenancew worker shows tour group opening in the ground surrounded by orange traffic cones and caution tape in the middle of the street in residential area

Tour #3

Our final Behind the Bill Tour was held on March 24, and welcomed 11 customers who were eager to learn more about the rate study and YLWD.  

“Terrific staff! Most professional, intelligent, and engaging staff throughout the presentation and on the tour. Starting with the welcoming smiles… A lot of sincere dedication and proud of their workplace.” 

-Behind the Bill Tour Attendee

“All three tours were highly successful with excellent engagement with our community. Our tour participants asked a lot of great questions, and I’m proud of our team’s ability to answer every inquiry.”

–Mark Toy, YLWD General Manager.

We extend our sincere thanks to our customers who took time out of their day to visit us and gain a behind-the-scenes look at the infrastructure and effort that goes into delivering safe, reliable drinking water to our community. We also thank our dedicated staff for sharing their expertise, answering questions, and helping create an informative and engaging experience for all who attended. 

A virtual version of YLWD’s Behind the Bill Tour is available here and on our YouTube channel. Watch the full presentation and tour highlights from each location, featuring questions from the first and second tour groups. For more information on the District’s rate study process, visit www.ylwd.com/ratestudy.