Notice of Cyber Security Incident
UPDATE: On February 24, AFTS reported that their “Analysis found no evidence the 2,522 exfiltrated files contained.…check images, signatures, or authentication files from any of AFTS’ Statement Printing, Check Processing, and Lockbox customers.”
Northshore Utility District (NUD) was notified today (February 9, 2021) of a cyber security incident involving its payment processing vendor, Automatic Funds Transfer Services, Inc. (AFTS). The AFTS servers were illegally accessed by an encrypted ransomware attack, occurring between February 3, 2021 and February 4, 2021. AFTS maintains customer data as part of its payment processing services. As an immediate response to this issue, District staff will be receiving and processing all utility payments made by check. This will remain in place until further notice.
NUD customers who pay their bill via automatic fund transfer, credit card, or in person, may have potential limited exposure related to following information: NUD customer account numbers, customer names, addresses, and the balance due on the account. Please note that customer credit card information is not shared with AFTS.
Customers who pay their bill via check, routed to AFTS, may have potential additional exposure related to scanned check images residing on the AFTS network servers, which include bank account and routing information. It is unknown at this time if any of these scanned records were accessed. However, customers are encouraged to monitor their accounts for suspicious activity and immediately report such activity to their bank.
AFTS has reported this incident to local law enforcement and to the FBI for investigation. Northshore Utility District will continue to work with AFTS to determine the full extent of this incident and will provide updated information as soon as it becomes available.
NUD Customer Assistance Programs
In addition to the existing Low-Income Discount Program (LIDP) (see here for more information www.nud.net/lidp), the District has added temporary COVID-19 assistance programs. To see more information about the additional COVID-19 Customer Assistance Programs (CCAP), please visit www.nud.net/ccap.
NUD Hosting Public Auction of Surplus Items
Northshore Utility District will host a public auction of surplus items. Members of the public are invited to participate on the following dates:
- Auction Preview: Tues, June 25th, from 4:15-4:45 p.m.
- Live Auction: Wed, June 26th, from 4:35-5:30 p.m. (or until items sold)
LOCATION: NUD main office, Building C - first left entering driveway. Follow signs for parking.
All items sold "as is," CASH ONLY.
SURPLUS ITEMS UP FOR BID INCLUDE:
- Miscellaneous computers, monitors, and computer accessories
- Fire hydrant
- Surplus tools and materials.
68th Ave NE Bridge Closure FAQs
What happened to the bridge? What are you doing to ensure it does not happen again?
Contractor tunneling construction activities resulted in a sinkhole on the roadway. The sewer main underneath the bridge is being relocated in preparation for the larger bridge replacement project the City of Kenmore will undertake in 2019. NUD engineers decided to install the new sewer line underneath the road via tunneling to allow the bridge to remain open during construction. The tunneling work has been completed. With the existing sinkhole filled in and the road repaved, for this particular project, there is no further danger of road failure from sinkholes.
When will the sidewalk along the southbound lanes be restored?
The contractor will restore the sidewalk along the southbound lanes by the end of February 2019.
Was anyone at fault? Who is paying for the unexpected repairs/over-time costs? Does NUD have project insurance for this to help cover?
Both Northshore Utility District and contractors maintain insurance policies to protect from unforeseen damages as a result of construction. Tunneling work can be complex and high risk. At this time, it has not been determined which provider will cover the additional costs resulting from the sinkhole and corresponding delays in construction.
Why couldn’t NUD keep one lane open to keep traffic moving?
Although the northbound lanes on the bridge seemed stable, it was determined that the high traffic volume created potentially hazardous conditions. This is why the lane was initially opened for emergency vehicle access only while the sinkhole was being repaired.
Why didn’t NUD place more detour signs to help route traffic?
To help route commuters over the long and widespread detour resulting from the bridge closure, NUD crews obtained every electronic message board available as far out as the City of Kent. Additionally, crews staged orange detour signs along the route in both directions. We acted as quickly as possible and used all available resources to alert commuters all along the detour route, but recognize we were not able to reach every neighborhood affected. We have plans in place to secure additional signage should a future incident arise requiring the bridge's closure.
What about the trees along the bridge vulnerable to being uprooted from the sinkhole?
Crews removed three trees (already planned for removal) on the west side of the bridge whose root structures may have been compromised by the sinkhole. At this time, NUD and Kenmore engineers do not foresee any further potential for fallen trees over the bridge roadway.
What does this project have to do with the upcoming bridge replacement? How will the bridge replacement affect traffic closures?
NUD’s sewer line replacement work is part of the City of Kenmore’s upcoming bridge replacement project; the sewer line had to be relocated to enable the bridge work. The City of Kenmore expects bridge replacement construction to start in Spring 2019. They will be sharing more detailed information on construction and traffic impacts in coming months. Please check www.kenmorewa.gov/WestSammamishRiverBridge for current information.
Who should I contact if I have questions about the bridge replacement project?
NUD engineer Valerie Tokumoto is the lead contact on the sewer line replacement project. Please direct inquiries to engineering@nud.net. For questions about Kenmore’s bridge replacement project, please contact John Vicente, City Engineer, at (425) 398-8900.
Bridge (68th Ave NE) Update: Traffic Restricted to One Lane on Southbound Side
KENMORE, WA - December 20, 2018
[Updated 11:30 a.m.] The 68th Ave NE bridge remains open in both directions. However, with the risk posed by weather conditions and ongoing construction, NUD and the City of Kenmore are taking the precaution of closing the west side of the southbound lane, the lane adjacent to ongoing work in the boat launch parking lot. Traffic will continue to move steadily. We are also stationing crews to monitor the bridge condition throughout the day for any changes. Crews remain on alert and ready to respond as needed.
UPDATE on Bridge Closure on 68th Ave NE: Road Now Open to All Access
KENMORE, Washington—December 19, 2018
Bridge Closure on 68th Ave NE
KENMORE, Washington—December 18, 2018
[Updated 9:00 a.m.]
Repairs are underway to fill the sinkhole on the southbound lane of the Sammamish River Bridge (68th Ave NE). While engineers and county officials continue to assess and monitor the bridge’s condition, we anticipate repaving will begin early this afternoon. The northbound lane remains open to emergency vehicle access, and pedestrian and bicycle traffic only. The road will remain closed until engineers determine that the repairs efforts are stable and safe for general traffic.
Commuters are still being detoured along 96th Ave NE/Waynita Way. We have been working to route traffic cops and NUD crews to the most congested areas to help relieve some of the road stress.
We understand the significant impacts this situation has caused. While safety is our primary concern, both NUD and the City of Kenmore are doing everything we can to reopen the road as promptly and responsibly as possible. We appreciate your patience and understanding.
We anticipate a further update by early afternoon with road reopening timeline, and will continue to provide updates as we receive information.
The most up to date information can be accessed at www.nud.net and the City of Kenmore’s Twitter feed @KenmoreWA.
68TH AVE NE BRIDGE CLOSURE - DETOUR ROUTE
PLEASE ANTICIPATE SIGNIFICANT DELAYS TRAVELLING 522E/W. USE ALTERNATE ROUTE IF POSSIBLE.
NUD Customer Alert: Beware Phone Payment Scams
Northshore Utility District (NUD) was recently made aware of phone scams targeting District customers. The scammers threaten service termination, unless the customer makes immediate payment of a delinquent bill over the phone.
NUD never solicits payments over the phone; in fact, NUD does not take phone payments. Currently, if payments are delinquent, District customers will receive a reminder letter, not a phone call.
Please beware and protect yourself from this and other potential scams that target utility customers:
- Any caller who demands immediate payment is suspicious.
- Scammers claiming to be utility representatives may leave a message to call back, usually an unfamiliar 1-800 or area code number.
- Do not give access to any person claiming to be a utility representative without proper identification. Northshore Utility District representatives will always identify themselves with a District vehicle, uniform, and official ID badge.
Please contact us (or associated utility provider) first if you receive a suspicious call, and do not share credit card or bank information over the phone. A NUD representative can be reached 24 hrs/day at (425) 398-4400. Contact law enforcement if you see someone impersonating a District representative without proper identification.
Spring Cleaning inside the Westhill Water Tank
A three-man NUD crew recently spent a wet week in the belly of a steel beast 142 feet high and 67.3 feet around.
Every five years, each one of our water tanks gets a deep clean pressure wash inside. This year it was Westhill's turn, our largest tank located at 19100 88th Ave NE in Bothell.
How do we empty and clean a 3 million gallon tank? Very carefully. First we drain the water slowly, over the course of one to two days, to avoid affecting water pressure levels. In the emptied tank, crews walk along a specially-built access gangway (photo below) to shoot high pressure water along the tank floor and lower walls, rinsing away dirt and sediment. Although treated at the Tolt water source before it reaches NUD's pipes, any water source will naturally contain dirt particles that settle at the bottom of pipes and storage containers. Think of a Britta water filter, only on a much larger scale.
Once cleaned, the tank is then very carefully refilled. Our water quality officer keeps close track of water quality data to ensure the proper temperature, pH and chlorine residual levels are maintained.
On a side note, our crew members do practice climbing the 140 foot ladder to the top of the tank. Even with protective climbing gear, it can be quite scary!
Thanks to our crews hard work, Westhill now has a fresh interior shine. The outside will get it's own scheduled summer cleaning.
Interested in seeing inside a water tank? Watch this short video clip, footage courtesy Lead Utility Worker Willie Anderson. (The noise in the background is the pressure washer).
Board of Commissioners Votes for NO 2018 Rate Increases
March 15, 2018 - Kenmore, WA
Each year Northshore Utility District (NUD) evaluates its budget needs, weighing service and operating costs against future rate revenues. The District held public hearings on February 26, and March 5, 2018, regarding proposed rate adjustments that would take effect with all billing starting March 15, 2018.
No water or sewer rate increases for 2018
After strong consideration of public input and the District’s funding needs, the NUD Board of Commissioners voted unanimously to approve a Rate Resolution for 2018 with NO WATER OR SEWER RATE INCREASES, despite a 2.6% increase in our wholesale cost of water from Seattle Public Utilities (SPU). No sewer treatment cost increases were levied by King County for 2018. See rate tables below.
Balancing rising costs and service quality investments
When determining rates, the District looks at many factors related to providing your water and sewer services. Like any agency, we face continually rising business costs. These include increases in wholesale water and wastewater treatment rates, costs for security and technology, power, communications, construction, and increased wages and local municipal fees.
At the same time, we work to make smart investments to increase the quality of your services—investments in infrastructure to accommodate a growing service area and keep up with aging pipelines, IT security systems to protect your information, and new technology to improve internal efficiency and customer experience.
Efficient operating practices and reserves help fund some cost increases
Many agencies pass on all annual cost increases to customers, or require ratepayers to fund specific projects by special bond. NUD does neither. We work hard to keep internal costs down—and a comparatively low staff to service connection ratio—while funding improvement projects from reserves.
It is important to us to be prudent stewards of your rate dollars and keep your rate adjustments as even as possible, while still giving you the service you expect and deserve. If you can identify an area where we can be even more efficient, we welcome your feedback.
NUD rate comparison: lower rates than most neighboring utilities
Tables comparing our rates to neighboring King County water and sewer utilities are below for your reference.
Finding a meaningful comparison for rates among providers is often difficult. Agencies purchase water from different sources; some have their own sewer processing plants and do not rely on King County. These can have a profound impact on rates, making comparisons less meaningful.
*The sample water and sewer bills do not include any franchise fees charged by, and paid to, the respective cities that impose such fees on the District. They also do not include the utility tax that city utilities impose on their own direct service ratepayers. If you are a City of Kirkland resident, the City’s franchise fee is added as a multiplier to your water and sewer service rates. Residents of Bothell, Kenmore, and Lake Forest Park see their respective franchise fees listed as a separate line item on their water and sewer bills.
+NUD is the only provider to offer such a discount.
Questions or comments?
If you have any questions regarding your rates, please feel free to call us at (425) 398-4402 or email us at billing@nud.net. Your elected Commissioners welcome the opportunity to discuss policy or the future direction of the District with you. Please feel free to contact any of them by phone or email. Contact information is listed on our website at www.nud.net/board.