From Massachusetts to Scotland: Water Superintendent Explores Leading Treatment Works

Nicole Dewberry, a dedicated Water Superintendent from Massachusetts, recently toured Glencorse Water Treatment Works—one of Scottish Water’s largest facilities—along with a Scottish Water Sampling and Analytical Laboratory. 

Currently on holiday in Scotland, Nicole took the opportunity to engage in a learning experience, gaining insights into Scottish Water’s extensive operations and how this compares to her own water department back home.

Nicole said: “I was grateful to be granted this behind the scenes visit to Glencorse Water Treatment Works as well as the laboratories. Working for a water department in the States which serves less than 3,300 customers, it was extremely beneficial for me to see the large scale operation in which Scottish Water runs, serving over 2.5 million households!” 

“I will take what I've learned from all of you along with me throughout the rest of my career. I will draw on this new found knowledge when planning ahead for future changes, when I participate in meetings with drinking water associations, and when I interact with state and federal agencies.”

Nicole Dewberry
Water Superintendent, Massachusetts 

Nicole’s water department oversees one treatment plant, two wells, and two storage tanks, whereas Scottish Water manages an extensive network including 1,250 storage tanks, 320 wells, and operates 229 water treatment works.

The Massachusetts water department consisting of only 4 staff members must embody true teamwork, each taking part in a variety of roles. This teamwork was highlighted in 2007 when they were judged to have the “Best Tasting Drinking Water in America" in a nationwide tasting competition.

Nicole added: “While holidaying in Scotland, I'm embracing the culture and enjoying the Scottish scenery; I've already attended the Border’s Festival and have further plans to take part in hikes with various rambler groups. I also visited the Royal Highland Show in Edinburgh, where I stopped by the Scottish Water pavilion. 

“Their means to educate and communicate with customers through various marketing measures and campaigns is exceptional. One thing that stood out to me was the deep sense of pride the people of Scotland seem to have for their water."

Water meters are vastly used across the USA to help to inform water bills, but the billing structure for each water department varies widely. Metering is for multiple purposes: billing, accounting for water loss throughout the distribution system, and accounting for how much water is taken from the natural environment. 

On the other hand, the publicly owned utility, Scottish Water, is primarily funded through revenue generated from water and waste water charges included in customers council tax billing. 

This tour was carried out by Scottish Water’s Chief Security Adviser, Paul Mitchell, who said:

“Nicole manages one of the 148,000 public water supply systems in the USA: with her small-town system having less than 1000 service connections. 

“Coming to Scotland on holiday, she contacted Scottish Water to find out what we do. We don’t usually grant these ad-hoc requests but, having confirmed her identity and role, we arranged for her to spend time at Glencorse Water Treatment Works and our laboratories at Juniper House. 

“If I had to sum up her time in one word it would be ‘impressed’ – by our number of customers, the numbers of works, types of treatment process, our care of the environment, our focus on customer relations, use of technology, innovation, our people, and their skillsets. Nicole scribbled lots of notes for her own self-improvement and overran her time with Scientific Service colleagues due to her inquisitive nature and clear passion for water. She was even satisfied with the supermarket meal deal lunch I suggested!”