City of Evans, CO Reduces Estimated Meter Reads by 94 Percent

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3 City of Evans, CO Reduces Estimated Meter Reads by 94 Percent Sensus technology improves billing accuracy and supports growing population Challenge Improve billing accuracy and customer service Solution Implement a smart water network from Sensus Reach Farther Provide a clean, safe environment to a growing population Old meters slow operations and lose money It s billing time at the City of Evans, Colorado water department. For the past 14 years, Randy, an Evans technician, has devoted days out of every month to drive the streets and read each of the city s 6,500 water meters. Despite Randy s hard work and long hours, the reads aren t always accurate because the aging meters estimate the data. Plus, the process takes so long that there s often not enough time to review the data before the bill goes out the door. said Joni Crist, utility billing specialist, City of Evans, Colorado. We knew we needed to make a change. Managing rapid population growth The City of Evans is located about an hour north of Denver. With approximately 20,000 residents and counting, the city is growing so fast that its newly-built Prairie Heights Middle School is already at capacity. Challenges with meter reads and billing will only get bigger as the population grows. Wasted time and resources Aging meters and inaccurate reads are not just a hassle for the utility, they prevent the water department from meeting the needs of its customers. A case in point: the meters were so old that, at one point, approximately 1,500 of them were billed using estimated water use, some for as long as four years. This situation meant incorrect monthly bills for nearly one quarter of the city s residents. After we finally collected data from our meters, we had to rush to get the bills out the door, said Crist. We had very little time to examine the invoices for Spring flowers bloom at the City of Evans Community Complex, a popular gathering spot for residents and home to the city s water department. We couldn t provide customers with the best possible service because our technicians were tied up for days each month manually reading meters, We re so glad we upgraded our technology when we did. We ve set ourselves up for sustainable growth for years to come.

4 potential leaks and other problems that were affecting our customers. It was time for the city to update its infrastructure and improve customer service. A Sensus iperl meter connects to a SmartPoint to gather data for the utility. Finding the right solution The City of Evans deployed Sensus iperl residential and OMNI commercial water meters, as well as the FlexNet communication network in order to: Improve billing accuracy Cut the time it took to conduct meters reads Better serve its customers Improving customer service with new technology Sensus technology helps us better serve our customers, said Crist. With the extra review time during our monthly billing process, we can catch issues before they are reflected on their bills and save them money. The smart water network has empowered the city to decrease the number of estimated meter reads from 1,500 to 74. This whopping 94 percent reduction has been a game changer in operational efficiency and customer service. At the start of the monthly billing process, Evans now receives accurate usage data without having to drive the city s streets. The utility also reduced the number of manual meter reads it conducts by 84 percent. This means that Randy can use the time he previously spent reading meters helping customers. Plus, the staff has time to examine invoices and proactively alert customers to potential water leaks or other issues. Now when Randy visits a home or business, they know that he s there to help. Our technicians have noticed a difference in customer satisfaction, said Crist. Armed with data collected from new meters, they re able to work with customers to quickly identify solutions to their problems. Investing in a solution for today and tomorrow Because the FlexNet system is scalable, it can help the city fulfill its quest to be an economically diverse, self-sufficient community providing a clean, safe, familyfriendly environment with growthoriented infrastructure. As a growing community, Evans is poised to handle utility billing for its new residents with greater efficiency and accuracy. No matter how many people call this Evans community home, they can count on superior service from the city s dedicated staff. We re so glad we upgraded our technology when we did, said Crist. Not only does it benefit our current customers, but it also gives us the high-quality equipment we need to be ready for the newcomers to our city. We ve set ourselves up for sustainable growth for years to come. Published Six Forks Road, Suite 700 Raleigh, NC Sensus helps public service providers from utilities to cities to industrial complexes and campuses do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther by responding to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com Sensus

5 The market town of Dießen relies on economical, ecological and future-proof iperl metering solution from Sensus With 2,800 state-of-the-art water meters, the market town of Dießen am Ammersee not only showcases a solution for the cutting-edge communication of usage-data, its new meters also impress with future-proof materials, an economic service life and the provision of transparent services for the utility s customers. Future-proof The introduction of stricter threshold values for lead in drinking water in the German Drinking Water Ordinance, now at a maximum 10 µg/l, will continue to give impetus to the modernisation of drinking water installations. To ensure they comply with the regulations in future, the town of Dießen has made a conscious decision to install lead-free meters such as iperl. When choosing our new water meters, it was important for the materials to comply with the permissible values, but also that they ensure our decision is future-proof, Michael Deininger, the Technical Director of the Dießen water utility, explains. iperl consists of composite materials and is 100 per cent lead-free, so water utilities which rely on iperl are on the safe side even if threshold values for lead are lowered or if environmental safety regulations become stricter. The recycling concept, which comes into effect at the end of the meters service life, was also taken into account and was already implemented during iperl s design phase. iperl s radio transmission system also offers utilities and consumers a high degree of security: the transferred data are AES-encrypted, complying with the stipulations of BSI guideline TR which defines the safety requirements for the use of cryptographic methods in the infrastructure of smart metering systems. iperl s alarm and status reports include protection against manipulation of the meter with an up-to-date time stamp. These new iperl features enable utilities to provide maximum consumer protection. Flexibility The Sensus RF data protocol can be used for walk-by/drive-by readouts. This protocol, in accordance with OMS (Open Metering System), also enables it to be integrated in existing smart metering networks. The exchange of the data protocol does not even require access to the metering point, which provides both the utility and the consumer with more flexibility. Along with the selection of data protocols, iperl s flexibility is particularly highlighted by walk-by/drive-by readouts. Utilities can activate or deactivate the data transfer option as required. This flexible choice pays off in practice and in terms of customer satisfaction, as Dießen s Technical Director confirms: If residents prefer to have the radio system switched off for medical or ecological reasons, we are happy to do so at any time. This service is very important to us! In such cases, the data transfer option is activated only selectively in order to obtain precise meter data. Every year, around 15 per cent of the meter data we receive from our customers cannot be used for billing. The possibility of collecting missing or inadequate data easily and quickly by means of drive-by readouts opens up a whole range of new possibilities, Michael Deininger comments. This option allows Dießen s water utilities to generate additional value in terms of their customer services but also to deliver fair and accurate billing, which benefits both parties. We don t have to rely on estimates anymore, as we are now in a position to see the real figures, Michael Deininger says. Missing or estimated usage data can negatively affect a utility s balance sheet. In addition, high back payments can have a negative effect on the end customers perception of the supplier. A transparent and accurate

6 account of usage profiles helps to prevent misunderstandings and misinterpretations of usage bills and the resulting differences of opinion right from the beginning, Michael Deininger points out. Economical An additional advantage of iperl is its innovative construction, which in technological terms ensures greater longevity compared to conventional meters. The exceptionally long service life was yet another reason for us to choose iperl, Deininger explains. Longer deployment cycles mean we can reduce the costs which arise from exchanging meters and we can then invest the money this saves in additional state-of-the-art, durable meters. But iperl also features other technological advantages which have convinced the Technical Director. Contactless, magnetic-inductive flow measurements ensure reliable meter performance throughout iperl s service life. Even minimal leak flow volumes from 1 l/h are recorded reliably, while iperl s minimal pressure loss also allows large through-flows to be metered accurately. This capability enables iperl to provide the basis for future pressure management without unnecessarily limiting the pressure required in the network. Process steps such as venting or flushing meters can be dispensed with, eliminating the risk that faulty installation or implementation may affect metering results. These economic advantages can have a very positive effect upon a utility s operations. We are absolutely convinced that, by choosing iperl, we have made an economic and future-proof decision, Deininger summarises. And this also means that we are now in a position to offer an optimised service which will help us to increase customer satisfaction. Topics: Communication NetworksEMEASensus RFSmart WaterWater

7 Etowah Water & Sewer Authority Partners with Sensus for Successful Smart Water Network Utility Achieves High Marks in Customer Service, Conservation and Cash Flow Identify Goals Score high in the three C s of a successful AMI deployment: Customer service Conservation Cash flow Determine Approach Deploy the Sensus FlexNet communication system Replace aging meters with Senus iperl water meters Reach Farther The Authority has already seen these benefits: Helpful, fact-based conversations with customers Accurate meter reads from eight miles away in hilly terrain A 5 percent increase in revenue with no rate increase Future opportunities include: New rate structure options Capture of low flow usage that was unaccounted for in the past It all adds up to realizing ROI in less than five to seven years. Nestled in between Lake Lanier and the Appalachian Mountains, about an hour north of Atlanta, is the Etowah Water & Sewer Authority (the Authority). Chartered in 1980 with a mission to improve the quality of life for its customers, community and the environment through proper management of water resources, the Authority serves 5,400 consumers and runs 1.5 million gallons of water per day through 175 miles of pipe. We re a small, relatively young utility that takes its commitment to the community seriously, shared Brooke Anderson, General Manager, Etowah Water & Sewer Authority. Our customers trust in us to make solid decisions about our limited water resources. Consequently, our vendors must be equally reliable and focused on partnering with us for everyone s benefit. Replace Aging Meters with an Eye to the Future Faced with aging meters of all kinds from multiple manufacturers, the Authority looked to implement a complete replacement program, one that would not simply replace all existing meters but would also favorably position the Authority for years to come. Specifically, they looked for an advanced metering infrastructure (AMI) solution from one vendor that offered improved accuracy, greater longevity and forward-looking capabilities that would allow them to grow and develop as the future warranted. Twoway communication between the meters and base stations was a primary driver as were overall cost and a clear, quick path to achieving return on investment (ROI). Also important was the type of relationship that would help ensure success that is, one of a partner, not just a vendor. A smart water network is an integrated set of products, solutions and systems that enable utilities to remotely and continuously monitor and diagnose problems, prioritize and manage maintenance issues and use data to optimize all aspects of the water distribution network. The Authority turned to the Sensus for its FlexNet communication system and iperl meters, which offer unparalleled low flow accuracy with high flow durability all with a 20-year warranty. AMI connectivity gives the Authority two-way communication capabilities and the ability to read meters The Authority s service area includes scenic natural wonders, like Amicalola Falls in Dawsonville, GA.

8 every hour. Because of the mountainous terrain in and around the Authority, powerful, long-range radio capabilities like those found in FlexNet were necessary to ensure reliable communication. According to Anderson, The benefits of the Sensus solution are incredible. The accuracy of the iperl meter is second to none, as is the range of FlexNet, with some of our meters registering from eight miles away in hilly terrain. You simply cannot top those capabilities. Our customers trust in us to make solid decisions about our limited water resources. Consequently, our vendors must be equally reliable and focused on partnering with us for everyone s benefit. their usage and remind them they filled their swimming pool last Saturday. We re also able to catch probable leaks within 24 hours and can proactively alert the customers so leaks can be fixed before a big bill arrives in their mailbox or possible damage is done to their home. Measure Against Priority Outcomes The Authority measured results against three key metrics: customer service, conservation and cash flow. Since the deployment, customer service is the best it s ever been. The Authority is currently developing Customer Connect, an online portal which will allow customers to access their account and see their consumption over a 24-hour period, making billing and water usage virtually transparent. Alerts triggered by unusual or continuous usage patterns also warn them of possible leaks before there is extensive use and possible damage to their residence or business. Now, we re able to have intelligent, factbased conversations with our customers, said Anderson. When they call questioning high bills, we re immediately able to ask the right questions about Given the area s drought or neardrought conditions of recent years, the Authority focuses heavily on conserving and protecting limited water resources. Aside from leak detection capabilities, the Sensus FlexNet system gives the Authority the ability to accurately read the lowest usage flows, ensuring customers are accurately billed for all the water they use. Reach Farther The deployment has opened the door to the possibility of new rate structure options in the future. The increased accuracy of the meters also impacts revenue for the Authority by accounting for low flow that went uncaptured in the past. It all adds up to a significant and timely ROI for the service provider. The improved accuracy from the Sensus FlexNet system has given Its Smart Water Network reinforces Etowah Water & Sewer Authority s core values of excellence, integrity, stewardship, commitment, efficiency and vision. us a 5 percent increase in revenue without a corresponding rate increase, notes Anderson. Even by the most conservative measures, a meter conversion with Sensus will provide a complete ROI in less than five to seven years. We are very pleased with both these numbers and our partnership with Sensus. Published March Six Forks Road, Suite 700 Raleigh, NC sensus.com Sensus helps public service providers, including utilities, cities, industrial complexes and campuses, do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther by responding to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com Sensus

9 Home Resources Case Studies HSE Darmstadt AG implements intelligent water management with iperl from Sensus HSE Darmstadt AG implements intelligent water management with iperl from Sensus Achieving cost-optimised drinking water distribution, the need to deal sensitively with this valuable resource and to fulfil customer expectations, which include demands for smart metering solutions: the challenges facing water companies are on the increase. With 40,000 smart water meters, the energy and infrastructure utility company HSE based in Darmstadt has set the scene for a future-proof and sustainable solution. For safety reasons, collecting data manually from our 300 meters in drinking water shafts has always had to be carried out by two specially trained members of staff, explains Martin Grüger, who is responsible for drinking water metering at the Darmstadt utility company, HSE. This places high demands on personnel and time and leads to high costs. In order to reduce our financial and personnel commitments we looked around for modern and cost-efficient alternatives. That is how we came across iperl. With iperl from Sensus, HSE was not only able to modernise its previous metering concept. They were also able to optimise downstream water distribution processes considerably. The integrated AES encrypted data communication in iperl (Sensus RF) enables water companies to collect consumption data simply and quickly using remote meter readings. Shaft and household meters can be integrated seamlessly into the reading and billing system. The economic benefits are enormous: operating costs, usually dependent on manual readings, can be reduced considerably or saved completely. At HSE, since iperl has been deployed, manual readings for 300 shafts have become unnecessary. Thanks to remote readings, it is not necessary to make appointments with thousands of consumers anymore either. In this way, instead of reading just 200 water meters in one day, in future we will be able to read 6,000 meters per day, says Grüger. We are planning to collect all the meter readings for our complete supply network within seven days in future and to replace our rolling meter-reading system entirely. Recording consumption figures transparently and precisely increases customer satisfaction In addition to the potential savings for operating costs, using iperl also has a positive effect on the supplier s customer service: Housing associations prefer fixed date readings instead of the conventional rolling readings. With iperl we can offer this service without any problems, says Grüger. Complaints management will also be optimised because the consumption readings are so precise and transparent, as Grüger describes: We achieve a high level of precision even when flow rates are at a minimum and we can show the customers their real consumption in a transparent and understandable way. This leads to improved acceptance for billing on the customer side. In future, queries or complaints about supposedly incorrect meter reading data can be answered more competently, eliminating the need for some costly diagnostic tests. We can also fulfil our role as a sustainable water supplier with iperl, as individual consumption profiles mean we can quickly identify leaks and water losses at the consumers, and inform them about it. This is a service which benefits our customers and which they will come to appreciate in future. The recognition of leaks is made possible because of iperl s unique measurement parameters, which can register through-flows of as little as one litre per hour. The water company wants to use this ability to detect water losses within their own water supply network precisely for the first time. With the help of the transparent fixed date readings, with IPERL and SensusRF we too can now determine and eliminate water losses more precisely, says Grüger. This means HSE ensures drinking water as a resource is treated responsibly for the customers and within its own infrastructure and shows them pointing the way to the future with their concept of sustainable resources management.

10 Precise metering technology even with the lowest through-flows In Darmstadt they are making full use of the metrological properties of the iperl, which is currently one of the most modern metering technologies on the market. Sensus has equipped the meters with residual magnetic field technology which at a nominal Q3 4 ensures correct billing for consumption even when through-flow is as low as one litre per hour. The unique construction of the measuring tube and the noncontact measurement technology also have a positive effect on pressure management, as Grüger confirms: Within our network we have some places with low pressure so it is very useful for us that we can minimise pressure losses with iperl. This also contributes to improving cost and energy efficiencies in our company. Precise consumption readings also have a positive impact when we have to cooperate with public organisations, Grüger explains: The public administrations at state and federal level expect water supply companies to deliver reliable consumption data and forecasts. Until now our estimates based on rolling readings have been worked out with a tolerance of about three percent. With iperl delivering the latest consumption data, we can now work with exact figures the public administrations appreciate that, and it means consumption figures don t need to be adjusted for the following year. Conclusion: iperl sees Sensus heralding a new generation of water metering. Water companies can now deploy intelligent metering systems, which serve as high performance and precise suppliers of data. The philosophy and technical concept behind iperl replaces conventional water metering with its communicative system as it continuously records and transmits data about consumption and operating statuses, providing precise and valuable information for both the supplier and the consumer. Of course iperl is more expensive than a conventional water meter, but as we are talking about a meter lifespan of at least 12 years, which is 3 successful sample inspections, this procedure definitely makes financial sense for us, says Grüger. Although today the term Smart Metering is more usually used in connection with electricity networks, the energy and infrastructure services provider HSE in Darmstadt not only shows that it is possible, but also that it is well-worth setting up intelligent water networks. In future, consumption data from this company s intelligent electricity and water meters will be transferred to their billing partner Count+Care in one work process. By modernising its meters, HSE is one of the first suppliers to take this innovative step in Germany. Topics: Communication NetworksEMEALeak ManagementSensus RFSmart MeterSmart WaterWater

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