Automated Meters Frequently Asked Questions

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1 Autmated Metering Prject Utilities Divisin Phne: Autmated Meters Frequently Asked Questins Intrductin The City f Medicine Hat has cmpleted its prject t install autmated meters fr all electric, gas and water utility custmers. Advanced metering is cmmn acrss Alberta as municipalities seek t emply mdern technlgy and renew infrastructure. Benefits f Autmated Meters 1. Why did the City decide t d this? The City f Medicine Hat is the first municipality t cmbine water, gas and electrical utility metering int ne cllectins system This is a 20-year prject that ver its lifespan will save the City apprximately $25 millin in reduced perating csts, greater efficiency and renewed infrastructure There are a number f advantages f the autmated meters fr bth the custmers and the utilities: Custmers will n lnger experience estimated reads n their utility statement: yu ll pay fr exactly what yu use each mnth. Access t yur prperty t read yur meter will n lnger be required. Infrmatin is available t utility custmers abut their cnsumptin, making it easier t make wiser decisins abut yur electric, gas and water usage. The renewed infrastructure means being able t keep csts lw and prvide a mre efficient distributin system fr electricity, water and gas. There are als reduced csts assciated with mving t autmated meter reading system. Advanced metering has becme cmmnplace in Alberta as municipalities seek t emply mdern technlgy and renew infrastructure. When this prject started, Medicine Hat was the nly municipality in the prvince that did nt have advanced meters in place. 2. Hw lng has this prject been ging n? City Cuncil apprved mving frward with the prject in 2010 Since then, it has invested many years t implement autmated meters fllwing a phased in plan invlving research, testing and cmmunicatins with custmers t prvide infrmatin and raise awareness at cmmunity meetings, trade shws, in persn, n the phne and nline. The vast majrity f the City s utility custmers have realized the benefits f this technlgy The City is mving t wrap up installatins in What are the csts and savings t the City f autmated meters? 1

2 The City used a brrwing bylaw t pay fr the prject up frnt. With the increased efficiency and lwered perating csts, the prject will pay fr itself in 8.5 years Benefits f the prject are already being realized accrding t 2014 and 2015 data. 4. What are the benefits already being seen? 2014 and 2015 data shw supprtive data that autmated meters are meeting expectatins City staff n lnger need t access persnal prperty t measure cnsumptin, cutting dwn n the number f vehicles used in trips fr meter reading, service calls, mve uts and special reads. Utilities staff have helped custmers detect unsafe ht sckets and leaks thanks t updated technlgy. Custmer billing is mre accurate and timely with detailed infrmatin n utility bills Custmers have the ability t review their daily cnsumptin recrds and find ways t save mney thrugh reduced cnsumptin which benefits the envirnment. 5. Hw d I read my autmated meter and understand the display? The electric meter has a digital display that indicates the number f kilwatt hurs cnsumed since the meter s installatin, as indicated by kwh. There are seven ther display cycles that are shwn that are fr the utility s use. The water meter measures in cubic meters: One cubic meter = 1,000 litres. Als, nte that the water meter has a very small decimal place in its digital readut when indicating cubic meters. The gas meter readut measures cnsumptin in CCF r 100 cubic feet. 6. Are my utility bills really mre accurate? By reading autmatically, there will n lnger be the chance f a meter read nt ccurring that wuld result in an estimated read. As a result, custmers will be billed fr their exact cnsumptin every mnth, nt an estimate. 7. What infrmatin is n my utility bills nw and hw can I use it t save mney? The majrity f the City s utility custmers nw have access t nline infrmatin that shws details abut cnsumptin When subscribed t the City s e-utility billing system, custmers have access t nline infrmatin which is even mre detailed Custmers can lk at their hurly, daily and mnthly cnsumptin f water and detect leaks and see imprvements after repairs Custmers can als see hw weather and temperatures impact electrical and gas cnsumptin and even at what time air cnditining was turned n and the resulting electrical cnsumptin n an hurly basis 8. What are the envirnmental benefits f autmated meters? Being able t read meters withut having vehicles driving thrughut the City every day makes these meters mre envirnmentally friendly than the ld-fashined metering system. Eliminatin f manual meter reading and ther field service visits have reduced the use f utility vehicles by 92% f these activities which significantly reduces mtr vehicle carbn emissins Custmers nw have the ability t mnitr and adjust their wn energy cnsumptin based n the infrmatin they are able t gather frm their daily cnsumptin recrds 2

3 9. D the small changes in my cnsumptin really make a difference? Over a 20-year perid, which is the lifetime f an autmated meter battery, the reductin f cnsumptin will be significant and make a difference The City f Medicine Hat s HAT Smart prgram als recgnizes the benefits f energy cnservatin. It prvides incentives t utility custmers t seek ways t upgrade their hmes with energy efficient chices Medicine Hat residents can take pride in their cntributins t cnservatin thrugh wise cnsumptin chices 10. I heard that the new meters have features that identify abnrmal situatins what des that mean? Thrugh the new technlgy available with autmated meters, Utilities staff have helped custmers detect unsafe ht sckets and ptential water leaks. The ld meters did nt have this ability. 11. What happens t the meter readers when this prject is cmpleted? Staff currently wrking n this prject will be redeplyed t ther imprtant City prjects. Meter reading staff were made aware f changes when this prject was first initiated. As much as pssible they have been retrained and given pprtunities in ther areas f the City. Technlgy 1. Hw des my autmated meter wrk? As a measurement device, the meters wrk the same as previus meters did. The nly difference is that each meter cntains a cmmunicatin chip and a battery that s abut the same size as a D cell battery. This cmmunicatin chip remains drmant almst all f the time. Apprximately every six hurs (fur times per day) the chip is activated t send a signal with cnsumptin infrmatin. It takes less than a secnd t d s. Then the meter ges back t sleep. The small battery in the meter that perates the cmmunicatin chip needs t last abut 20 years. 2. Hw ften d the meters send signals? Meters are drmant 99.9% f the time Every 6 hurs they wake up and send a signal with cnsumptin infrmatin This signal lasts fr 70 millisecnds Once the signal is sent, the meter ges back t sleep. 3

4 3. Hw des the radi frequency f autmated meters cmpare t ther devices in my hme and neighburhd? Autmated meters use radi frequency that is the same type f technlgy used in many cmmn husehld items, including: Garage dr peners Baby mnitrs Wireless internet cnnectins Crdless phnes AM and FM radi bradcasts Remte car starters Autmated meters transmit an average f 4 times per day fr less than a secnd each time; the rest f the time they are drmant emitting n radi frequency. This means the amunt f radi frequency they emit is far less than mst f the ther day-tday devices we use that utilize radi frequency t send a wireless signal. Radi frequency is all arund us. Radi statins, cell phnes, crdless phnes, wireless internet, garage dr peners, remte car starters and televisin remtes all use radi frequency t transmit signals. 4. Hw des the infrmatin get back t the City f Medicine Hat frm my hme r business? There are seven cmmunicatin twers thrughut the utilities service area. At an average f fur intervals a day, meters send cnsumptin infrmatin t the clsest available twer The meters will send a signal between every 5 and 7 hurs at a time when it is determined the twer will nt be receiving t many ther signals at the same time Frm the twer, the signal is sent t the City s utility billing system using the City s fibre ptic netwrk 4

5 5. What if I believe my meter is nt accurate r brken? Measurement Canada will still require meters be checked fr accuracy every few years t ensure custmers are being billed crrectly. All meters will still have a read-ut n them s custmers can view their wn cnsumptin infrmatin. If yu believe yur meter readings are nt accurate, please cntact City Hall Custmer Service and smene will wrk with yu t determine accuracy 6. Hw d I read my autmated meter and understand the display? The electric meter has a digital display that indicates the number f kilwatt hurs cnsumed since the meter s installatin, as indicated by kwh. There are seven ther display cycles that are shwn that are fr the utility s use. The water meter measures in cubic meters: One cubic meter = 1,000 litres. Als, nte that the water meter has a very small decimal place in its digital readut when indicating cubic meters. The gas meter readut measures cnsumptin in CCF r 100 cubic feet. 7. Will this technlgy interfere with ther electrnic devices in my hme? There shuld nt be any issues related t electrnic devices in yur hme. These meters cmmunicate several times per day fr less than a secnd each time, usually fur times each day. Otherwise, they are drmant and nt using any type f radi frequency r cmmunicatin signal. 8. Why can t peple just use their ld meters any lnger? When all custmers have autmated meters the City and its utility custmers will begin t see many savings and benefits The ld meter technlgy is becming bslete and wuld be challenging t maintain and run alngside the new technlgy The City wuld als like t redeply the staff still wrking n this prject t ther imprtant City prjects when this prject is cmpleted 9. What has been dne with the ld meters? The ld meters have been recycled safely 10. What happens t the meter readers when this prject is cmpleted? Staff currently wrking n this prject will be redeplyed t ther imprtant City prjects. Meter reading staff were made aware f changes when this prject was first initiated. As much as pssible they have been retrained and given pprtunities in ther areas f the City. Billing 1. Are my utility bills really mre accurate? By reading autmatically, there will n lnger be the chance f a meter read nt ccurring that wuld result in an estimated read. As a result, custmers will be billed fr their exact cnsumptin every mnth, nt an estimate. 2. What infrmatin is available t me nw, t help me save mney? 5

6 When subscribed t the City s e-utility billing system, custmers have access t nline infrmatin that shws details abut cnsumptin. Yu can sign up fr this nline at Custmers can lk at their hurly, daily and mnthly cnsumptin f water and detect leaks and see imprvements after repairs Custmers can als see hw weather and temperatures impact electrical and gas cnsumptin and even at what time air cnditining was turned n and the resulting electrical cnsumptin n an hurly basis 3. Is the City charging me mre fr this new technlgy? There is n fee fr autmated meters 4. Is there a fee fr installatin? There is n fee fr installatin f autmated meters 5. Will anyne still cme t my hme t read the meter? Access t yur prperty t read yur meter will n lnger be required; this is ne f the benefits f autmated meters. Safety, Health and Privacy 1. Did the City test autmated meters? In the fall f 2012, a pilt prject invlving abut 500 custmers tk place. 2. Are autmated meters really safe? The City f Medicine Hat has phased this prject in with careful research and testing. We are cmmitted t safety fr all f ur residents. As part f ur prgram, we ensure that every hme has its meter base inspected befre the meter is installed t check fr secure and safe wiring. 3. Why are peple wrried abut meters and still refusing? The majrity f nn-cmpliant custmers have simply nt returned calls r cmmunicated with City Utilities staff r cntractrs. The City hpes that the 60-day Final Ntice will encurage these custmers t make installatin appintments. Only a small number f nn-cmpliant custmers are actually refusing t have autmated meters installed The City has invested a great deal f time and wrked with its custmers t explain the benefits and answer questins abut individual cncerns by prviding factual infrmatin abut safety, health and privacy 4. Hw des the radi frequency f autmated meters cmpare t ther devices in my hme and neighburhd? Autmated meters use radi frequency that is the same type f technlgy used in many cmmn husehld items, including: Garage dr peners Baby mnitrs Wireless internet cnnectins Crdless phnes 6

7 AM and FM radi bradcasts Remte car starters Autmated meters transmit an average f 4 times per day fr less than a secnd each time; the rest f the time they are drmant emitting n radi frequency. This means the amunt f radi frequency they emit is far less than mst f the ther day-tday devices we use that utilize radi frequency t send a wireless signal. Radi frequency is all arund us. Radi statins, cell phnes, crdless phnes, wireless internet, garage dr peners, remte car starters and televisin remtes all use radi frequency t transmit signals. 5. Hw ften d the meters signal? Meters are drmant 99.9% f the time Every 4 t 6 hurs they wake up and send a signal with cnsumptin infrmatin This signal lasts fr 70 millisecnds Once the signal is sent, the meter ges back t sleep. 6. Hw can I find ut mre abut Health Canada s RF emissin guidelines? Health Canada s website has a page dedicated t radi frequency. The simplest way t find it is t d an internet search fr Health Canada radi frequency. It s available directly n the Health Canada website: - Enter radi frequency in the Search Bx n the hme page. 7. Hw lng will the data be stred by the City f Medicine Hat? Measurement Canada requires all custmers cnsumptin data be stred fr ten years. That s the requirement we fllw nw and we will cntinue t d s with the new meters. 8. Hw is my private infrmatin prtected? The infrmatin cllected frm the meters will nly be used fr billing and custmer service purpses. The City f Medicine Hat has always cllected custmer s cnsumptin infrmatin thrugh meter reads fr the purpse f billing fr utilities and wrks hard t prtect custmers infrmatin. We will cntinue t d s as we mve frward with this new prgram. Infrmatin will never be sld r given away Only City staff that wrk with Utility Billing r are custmer service staff assisting yu will be able t access the cnsumptin infrmatin that has been made available. The sftware that cllects the infrmatin recrds wh has accessed each custmer s infrmatin. By using the City s wn dedicated fiber ptic netwrk t transmit infrmatin, yur infrmatin will be mre secure than that in mst ther jurisdictins that use cellular signals t transmit infrmatin. 9. Hw can I be sure that the meter signals are nt being hacked? Meter reads are transmitted using a licensed radi frequency, which can nly be used by the City fr this prgram and is regulated and prtected by Industry Canada wh will knw if anybdy else attempts t access r utilize ur frequency. Attempts t hack ur frequency will be knwn and, f curse, fllwed up n. Updated January

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