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My ATX Water PROGRAM UPDATE Water and Wastewater Commission June 2, 2021 My ATX Water Project Network Configuration • Network Overview • Data Collection Unit (DCU) Progress • Meter & MTU Install Progress • Next Steps Data Collection Unit Secure Wireless Network 2 My ATX Water Customer Portal Billing and Data Analytics Data Collection Unit (DCU) Network Deployment Plan/Process (1 of 2) Report Period DCU Pilot Workstream Status 4.28.21 - 5.5.21 DCUs Constructed DCUs Commissioned DCUs Online Completed On Track 18 of 159 18 of 159 18 of 159 • Breakdown by installation type: • Communication Towers: 29 • Includes COA Lattice, Cell, City-owned towers & AW comm towers • AW Elevated Water Towers: 10 • AW Ground Storage Tanks: 13 • Roof Mounts: 5 • New Wood Poles: 44 • Co-Location Wood Poles: 7 • Permit/Approval required • Co-Location Metal Light Poles: 51 • Permit/Approval required Current DCU RF Coverage (Propagation) Model 3 DCU Deployment Coordination Database Data Collection Unit (DCU) 4 DCU Network Deployment Plan/Process (2 of 2) 5 Service Area Deployment • Proposed • Confirmed • Designed • Engineered • Submitted • Permitted • Staked • Installed • Commissioned (@5/5/21 – 18 DCU) 6 Meter Survey & Install Progress (1 of 2) • Data Collection Unit (DCU) Installation Progress • Pre-Install Survey • Communication to Customers • Power BI Dashboard Tracking Pre-Install Survey Completions Meter Survey & Install Progress (2 of 2) 7 • Data Collection Unit (DCU) Installation Progress • Pre-Install Survey • Communication to Customers • Power BI Dashboard Tracking • Meter Installation Progress AMI Meter Install Completions Meter Exchange Process & Progress (Next Steps) 8 Example Batch Deployment Process: DCU NETWORK DEPLOYMENT (Area 1) DCU NETWORK DEPLOYMENT (Area 2) DCU NETWORK DEPLOYMENT (Area 3) DCU Deployment Area ‘n’ Install Survey (Area 1) Meter Installation (Area1) MyATXWater Portal - Preinstall Notification Post Install Door Hangers Initiated Install Survey (Area 2) Meter Installation (Area 2) Per-customer MyATXWater pre-install messages initiated Install Survey (Area 3) Neighborhood Install Signage Posted Customer Mailer (Area 1) Pre-Survey Community Outreach (area 1) Meter Installation (Area 3) Survey/Install (Area ‘n’) NOTE: Deployment Activities Repeat in same order Meter Deployment Forecast Meter Install Monitoring Dashboard Snapshots Area Pilot (~4860 meters) Post-Pilot (Area 1) Post-Pilot (Area 2) 3-May 10-May 17-May May 24- June 25 Jun 28-July 30 4569 70 110 ~170 940 1300 Prior Completed Week/month Installs (complete or forecast) My ATX Water COMMUNICATIONS 10 • Communications Overview • Lessons Learned and Key Highlights Improving the Customer Experience • COMMUNICATIONS OVERVIEW Comprehensive & Multiphase Communications 12 Channel Website Door Hangers Social Media Contact Center Mailers and Postcards Anticipated Delivery Date 3 Months Prior to Pilot Launch – first meters installed Prior to install: Mailer – 30 days Postcard – 1 to 2 weeks Post Install of Meter 1-2 Month Prior to Pilot Launch (monitor weekly) On Pilot Launch Date - first meters installed Message Summary • Introduce AMI and benefits of the project • • Introduce AMI Info about and features of portal • Build citizen trust • Provide customer service • Provide downloadable content • • If installation is successful, message details flushing and portal If installation unsuccessful, hang a did not install card Community events where meters are being installed; directing to website for info and encouraging residents to attend the community event • Take customer calls and chats • Escalate calls • Communicated internally w/customer care team, 3-1-1, Dispatch and AW customer service Community Outreach & Stakeholder Events Early Outreach to Leaders followed by Meter Deployment Schedule Tracking Presentations on AMI and its benefits 13 Customer Touchpoints & Outreach 1. Customer Mailer 2. Customer Postcard 3. Post-Install Doorhanger 4. Public Meetings 5. Social Media engagement 6. My ATX Water Customer Portal LESSONS LEARNED AND KEY HIGHLIGHTS Customer Touchpoint & Outreach Evaluations 15 • Timeliness of touchpoint to meter install • Enhance training for installers to ensure consistency • Add customer portal link to door hangers • Clarify flushing language to prevent confusion • Ensure proper use of Did Not Install doorhanger Online Survey Highlights 16 • Increased Awareness: 81% of customers were aware of the project • Installers are courteous: 96% of respondents who communicated with an installer reported a positive interaction • High Average Satisfaction: 8.45 on a 1 to 10 scale • Email Communication Preferred: 85% • Timing of meter installation communications was most mentioned customer pain point Focus Group Highlights 17 • Participants motivated by desire to conserve water and safety features of the portal • Negative experiences centered around lack of communication when installs would happen • 1/3 did not receive the door hangers and were concerned about not following the instructions related to flushing their pipes • Concern for those who don't have the same access to/experience with technology (digital divide) IMPROVING THE CUSTOMER EXPERIENCE Improved Communication Strategy 19 • Streamline customer mailer schedule to better align with meter install schedule • Revise meter installation notification strategy • Replace post card communications with neighborhood signage and email notifications closer to work being done • Continue effective methods and materials such as virtual outreach meetings, door hangers and invitations to join the customer portal • Other improvements - Continue to improve webpage FAQs, videos, and portal messaging Thank you!