Item 5 - My ATX Water Slides — original pdf

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MY ATX WATER Austin’s Smart Metering System Randi Jenkins, Assistant Director Water & Wastewater Commission February 19, 2025 AGENDA  Overview  Citywide Implementation  Substantial Completion & System Performance  Communications, Customer Interactions & Benefits  Testimonials  Next Steps 2 My ATX Water OVERVIEW Network Configuration My ATX Water Customer Portal Data Collection Unit Secure Wireless Network Billing and Data Analytics 3 Citywide Implementation • Pre-planning & Pilots • Exchanging 250,000+ analog meters • Customer portal for real-time water metrics, alerts, tips, and customization • What made this project different? • Reaching Customers • Interactive Map • Quality Assurance & Meter to Bill Processes 4 Reaching Customers Customer mailer (4 weeks prior to install) Email (~1 week prior to install) Neighborhood yard signs Virtual community information meetings HOA/Neighborhood Association notifications Social Media center 5 Post install welcome & available call Quality Assurance & Meter to Bill Process Quality control has been integral to success • Each My ATX Water meter is tested by manufacturer for accuracy • AW conducts additional tests on a representative sample of meters to validate accurate Each My ATX Water meter undergoes 10-step certification process after registered readings installation After installation, manual and electronic reads are conducted simultaneously through two billing cycles before switching to fully electronic reads 6 SUBSTANTIAL COMPLETION & SYSTEM PERFORMANCE 7 Substantial Completion & System Performance 100% Data Collection Units operating Averaging 99.96% billable reads each month 98.86% of 258,957 meters exchanged What is left? • 623 large meters to be converted by contractor • 429 1-inch, 1.5-inch, and 2-inch Turbine meters are on back order from Badger • 585 small meters require a maintenance task to complete AMI compatibility • 94 fire demand meters - hiring engineering firm to survey sites and bid a contract 8 COMMUNICATIONS, CUSTOMER INTERACTIONS AND BENEFITS 9 Communications AW has sent 5M portal communications • drought and water conservation education, water quality report, emergency and planned events, customer surveys, and more. Weekly install and portal recruitment email open rate at ~70% (above industry average). Continued communications on the horizon are the Water Quality Report, water conservation including encouragement to customize their home water profile, budget, and rates. 10 As of 9/27, 98 open issues currently being worked As of 9/27, 4,242 issues resolved Customer Interactions  499,005 Leak & Bill Forecast Notifications since 2021  Leak Notifications in 2024 • 148,134 detected • 65% notification email open rate • 19% click rate (user used leak detection tool) • 8.3% digitally resolved 11 Customer Interactions 26,303 unique customer conversations  Main topics are: • identifying leaks/response to continuous usage alerts • Interpreting consumption data  Unique Portal Visitors • 4,731 in the past 30 days • Over 10,000 in the past 90 days 12 13 1.199 Billion Gallons estimated water savings through customer leak alert system since 2021 14 Water Saved By My ATX Water Leak Notices 515,306,860 As of 9/27, 98 open 580,501,991 issues currently being worked As of 9/27, 4,242 issues resolved 0 2020 13,303,074 2021 2022 2023 2024 90,324,222 700,000,000 600,000,000 500,000,000 400,000,000 300,000,000 200,000,000 100,000,000 15 16 Customer Testimonials  “By monitoring our household water use on the new My ATX Water portal, we’ve been able to really cut back on our water bill each month. It’s really important for us to all conserve in a drought!” - Sanjay.  “Thanks to a high usage text alert & My ATX Water's super useful hourly graphs, I found out about a water leak quickly & was able to pinpoint the location based on when it began. These tools are so helpful!” - Nanami  "The Austin Water Portal is priceless! It notified me when we had a water leak in our yard. We would not have known as the leak was deep. So thankful for this portal!” – Rebecca 17 18 WHAT’S NEXT?  Leverage Network • Leak Detection • District Metering Areas • Pressure Monitoring  Leverage Data & Customer Portal • Customer Insights • Conservation • Marketing HELP US HELP YOU, and save water too! Sign up for the portal in THREE EASY STEPS austintx.watersmart.com 20 Questions?