Item 14 — original pdf

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Water & Wastewater Commission May 8, 2024 MY ATX WATER Austin’s Smart Metering System Citywide Implementation • 100% Data Collection Units installed & operational • 210,558 of 250,000 meters exchanged Quality Assurance & Meter to Bill Process  Quality control is integral to project success. • Each meter is tested by manufacturer for accuracy before delivery. • Austin Water conducts additional tests on representative sample to validate accurate registered readings.  Each meter undergoes 10-step certification process after installation.  Manual and electronic reads are conducted simultaneously through two billing cycles before switching to fully electronic reads. COMMUNICATIONS, CUSTOMER INTERACTIONS AND BENEFITS Communications  Since launching in 2020, AW has sent over 4.5M portal communications • drought and water conservation education, water quality report, emergency and planned shutouts, potential water pressure changes, customer surveys, and more.  Weekly install and portal recruitment email open rate at ~70% (above industry average).  Proactive communication with Downtown customers to encourage them to schedule install appointments  Upcoming communications on the horizon are the Water Quality Report, water conservation including encouragement to customize their home water profile, budget, and rates. As of 9/27, 98 open issues currently being worked As of 9/27, 4,242 issues resolved Customer Interactions  123,599 Bill Forecast Notifications • In the past 12 months, nearly 40% billed at or lower volume than forecast, resulting in an estimated 32MG of water savings  159,576 Continuous Usage Alerts  19,185 customer conversations since 2021 Main topics are: • identifying leaks/response to continuous usage alerts • Interpreting consumption data  AW and COA Utilities have not experienced an increase in billing complaints and no backlog of open billing cases 720 Million Gallons estimated water savings through customer leak alert system HELP US HELP YOU, and save water too! Sign up for the portal in THREE EASY STEPS 8 1 Locate your account number. You can find this either on your utilities bill or call COA Utilities Customer Care 512-494-9400 9 Type your account number and zip code into this website: austintx.watersmart.com 2 10 Fill out your user profile and start saving! 3 11 As a master plumber I didn’t know what to think about the new electronic meters. Y’all alerted me this morning that I had a leak at my house. I went out and sure enough my irrigation box is full of water. That usually could’ve gone on for months. Y’all have a real winner with that system. 12 Questions?