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Sharing AMI Data with
Customers to Improve Water
Use Awareness
Abby Owens
Sustainability & Environmental
Education Supervi...
Population
274,000+
72
square
miles
84,000+
accounts
City of Plano, Texas
Purchase
100%
treated
water
38
MGD
135
MGD
138
GPCD
486
GPCD
Residential
60%
Commercial
36%
Public/ Institutional
3%
Industrial
0%
Wholesale
1%
Breakd...
Drought and Watering Guidelines
June 7, 2016
June 2, 2015
June 3, 2014
June 4, 2013
2015 Customer Service
Call Volume
0
2000
4000
6000
8000
10000
12000
July August September
Callspermonth
2016 Education and Outreach
• Utility bill insert
• Direct-mail newsletter
• E-news
• Social media
• Classes/workshops
Our AMI System
• Implemented during meter change-out
– Neptune Meters
– Aclara AMI Software
• 6-hour reads
• Data uploaded...
COP Test Account
1234 Plano Way
Plano, TX 75086
1234 Plano Way
Plano, TX
Cycle: 33 – Route:22
Account: 123456-123456
12345...
COP Test Account
1234 Plano Way
Plano, TX 75086
1234 Plano Way
Plano, TX
Cycle: 33 – Route:22
Account: 123456-123456
12345...
COP Test Account
1234 Plano Way
Plano, TX 75086
1234 Plano Way
Plano, TX
Cycle: 33 – Route:22
Account: 123456-123456
12345...
Previously Available Graphs
Account Number: XXXXXX
Name: COP Test Account
Address: 1234 Plano Way
City/State/Zip: Plano, TX 75086
Cycle/Route: XX/XXX
...
Pick Your Timeframe
Click to update
the chart and
graph.
Graph at the bottom will update…
Export
the
graph
Change
the
format
Available graph formats…
Subscribers/Usage
Commercial
9%
Residential
91%
88,000
active billing accounts
58%
registered online
Consumption
charts added
to landing page
Consumption charts
added to landing page
Customers called
about high water bills
User Activity Data
Customer Service Call Volume
0
2000
4000
6000
8000
10000
12000
July August September
2015 2016
Lessons Learned…
• Incorporate with utility bill logon
• Show consumption details on landing
page
• Educate homeowners abo...
Possible Next Steps…
• Currently working to add feature for
customers to set alert notifications
• Allow customers to expo...
Questions?
Abby Owens
Sustainability & Environmental Education Supervisor
abbyo@plano.gov
972-769-4328
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Advanced Metering Infrastructure (AMI) - Utility Implementation and Customer Engagement: Sharing AMI Data with Customers to Improve Water Use Awareness

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Presentation by Abby Owens of the City of Plano at the 2017 Water Conservation Symposium.

Published in: Environment
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Advanced Metering Infrastructure (AMI) - Utility Implementation and Customer Engagement: Sharing AMI Data with Customers to Improve Water Use Awareness

  1. 1. Sharing AMI Data with Customers to Improve Water Use Awareness Abby Owens Sustainability & Environmental Education Supervisor
  2. 2. Population 274,000+ 72 square miles 84,000+ accounts City of Plano, Texas Purchase 100% treated water
  3. 3. 38 MGD 135 MGD 138 GPCD 486 GPCD Residential 60% Commercial 36% Public/ Institutional 3% Industrial 0% Wholesale 1% Breakdown of Water Use 2015 metered sales
  4. 4. Drought and Watering Guidelines June 7, 2016 June 2, 2015 June 3, 2014 June 4, 2013
  5. 5. 2015 Customer Service Call Volume 0 2000 4000 6000 8000 10000 12000 July August September Callspermonth
  6. 6. 2016 Education and Outreach • Utility bill insert • Direct-mail newsletter • E-news • Social media • Classes/workshops
  7. 7. Our AMI System • Implemented during meter change-out – Neptune Meters – Aclara AMI Software • 6-hour reads • Data uploaded 24-hour delay • Customers access through online portal
  8. 8. COP Test Account 1234 Plano Way Plano, TX 75086 1234 Plano Way Plano, TX Cycle: 33 – Route:22 Account: 123456-123456 123456-123456: 1234 PLANO WAY Previous Landing Page
  9. 9. COP Test Account 1234 Plano Way Plano, TX 75086 1234 Plano Way Plano, TX Cycle: 33 – Route:22 Account: 123456-123456 123456-123456: 1234 PLANO WAY Previous Consumption Page Click Here
  10. 10. COP Test Account 1234 Plano Way Plano, TX 75086 1234 Plano Way Plano, TX Cycle: 33 – Route:22 Account: 123456-123456 123456-123456: 1234 PLANO WAY Click Here Choose your timeframe and data view Previous Consumption Graphs
  11. 11. Previously Available Graphs
  12. 12. Account Number: XXXXXX Name: COP Test Account Address: 1234 Plano Way City/State/Zip: Plano, TX 75086 Cycle/Route: XX/XXX New Portal Landing Page
  13. 13. Pick Your Timeframe Click to update the chart and graph.
  14. 14. Graph at the bottom will update… Export the graph Change the format
  15. 15. Available graph formats…
  16. 16. Subscribers/Usage Commercial 9% Residential 91% 88,000 active billing accounts 58% registered online
  17. 17. Consumption charts added to landing page
  18. 18. Consumption charts added to landing page Customers called about high water bills
  19. 19. User Activity Data
  20. 20. Customer Service Call Volume 0 2000 4000 6000 8000 10000 12000 July August September 2015 2016
  21. 21. Lessons Learned… • Incorporate with utility bill logon • Show consumption details on landing page • Educate homeowners about the data when they call • Promote the data availability as much as you can
  22. 22. Possible Next Steps… • Currently working to add feature for customers to set alert notifications • Allow customers to export data • Incorporate rate tier information
  23. 23. Questions? Abby Owens Sustainability & Environmental Education Supervisor abbyo@plano.gov 972-769-4328

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