The Lewisville City Council meeting on March 17, 2025, spotlighted significant improvements in the city's Citizen Alert system, following a recent boil water notice that raised concerns about communication effectiveness. Officials reported an impressive success rate, with only one true system error out of over 300,000 notification attempts, dispelling doubts about the system's reliability.

However, the meeting revealed critical lessons learned from the incident. City officials acknowledged that the initial notification strategy, which relied solely on text and email to avoid waking residents, inadvertently excluded those with landlines. This oversight highlighted the importance of ensuring all citizens are informed, regardless of their preferred communication method.

Geofencing, used to target only those affected by the water main issue, also backfired, as many residents had not updated their addresses after moving. Officials expressed surprise at how often people forget to update their Citizen Alert accounts, emphasizing the need for better public education on maintaining accurate contact information.

To enhance future communications, the city plans to adopt best practices, including using all available contact methods—calls, texts, and emails—and leveraging the federal IPAWS system for emergency alerts. This system will allow for broader reach without requiring residents to opt in, addressing legal restrictions related to using water billing information for notifications.

The council also discussed upcoming changes to the alert categories, aiming to clarify the types of notifications residents can expect. The proposed updates will differentiate between National Weather Service alerts and local emergency communications, making it easier for citizens to understand the nature of the alerts they receive.

As the city moves forward, officials are committed to improving communication strategies and engaging with the community to ensure that all residents stay informed during emergencies.