Town of Cary Water/Sewer/Reclaimed Utility

Karen Mills, CPA

Finance Director

919-469-4110

karen.mills@townofcary.org

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1871

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ROT H C A R

How to choose an AMR

NCAWWA-WEA Billing and Collection

Systems Seminar

Fixed Network Meter Reading

Meter Reading - Before

11 meter readers

manually reading

60,000 meters per

month in Cary and

Morrisville with Itron

handhelds

Now - Utility Management*

via Aquastar

Water Meters

Regional Collectors on 9

Existing Towers and Tanks

Town Server

Web Presentment

* More than meter reading

Project Description

•Turn key contract for technology, meters

and installation

•Bid three components

•Install Sensus Flexnet system

•Purchase and replace all water meters up to 2”

with radios, retrofit large meters with radio

•Gather GPS data

•Customer web portal managed separately

•Project Capital Cost: 17.9 million

TOWN Of CARY

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Advantages of Aquastar

Increased Level of Customer Service* – Residential high usage monitored

– Web portal for self service

– Highest quality billing

– Customer call center service • Field service workload reduced 90%

– Same day customer service starts and stops

*Most not quantified for cost/benefit analysis

TOWN Of CARY

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Advantages of Aquastar

Assist With Water Resource

Management

Environmental benefits

Improved Worker Safety

Net cost savings $10.2 M

TOWN Of CARY

Timeline • 2002 Consultant evaluation of AMI

• 2006 Consultant evaluation and AMI bid

• 2009 Council approval of project & approach

– 9 month contract development

• 2011 Meter installation kickoff

– 5 month network installation

• 2012 Meter installation final

– 15 month field work

• 2013 Web portal launch

– 12 month web development

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Project Phases

Project Design and

Analysis

• Regional Collectors

• Meter Installation

• Customer Interface

TOWN Of CARY

Change Was Right for Our Utility

• Data needs and preferences

– Water conservation goals

• Current/future meter reading challenges

• Meter inventory goals

• Lack of community opposition

• Staff capability to manage installation

TOWN Of CARY

We Hired Experts

1. Completely independent of all vendors

2. Expertise with the technology and meters

3. Experienced in our project scope

– Project Analysis

– Installation

4. In tune with the industry rumor mill

TOWN Of CARY

Prioritized Our Needs & Preferences

• Data

– Read frequency

– Measurement resolution

– Backflow detection

– Reporting requirements • High usage

• Leak warnings

– Special customers

TOWN Of CARY

Prioritized Our Needs & Preferences

• Physical environment (Holes and Poles) – Meter pit environment

• Box size

• Puncture existing lids or replacement

– Antenna restrictions and opportunities

• Trees, hills, tall buildings

• Transmitter range

• Radio strength

• Antenna site management

TOWN Of CARY

Prioritized Our Needs & Preferences

• Risk Tolerance

– Successful installations

– Warranty

– Meters reading

– References

– Battery warnings

TOWN Of CARY

Prioritized Our Needs & Preferences

• Fancy features and big ideas – Two Way capability

– Water main leak detection

– Time of use billing

– Ability to partner with neighboring gas and/or electric

– Ability to physically disconnect service remotely

TOWN Of CARY

Prioritized Our Needs & Preferences

• Cost/Benefit

– Hard savings were

essential for project

approval

– Existing staff work

load not quantified

– Many benefits not

quantified

$2,463,608

$5,173,317 $1,899,863 $487,076 $349,600 $214,480 $18,157

$390,532

$10,215,569

$- $2,000,000 $4,000,000 $6,000,000 $8,000,000

$10,000,000 $12,000,000

1 -

…

2 -

…

3 -

…

5 -

…

6 -

…

7 -

Net…

8 -

…

9 -

…

Aquastar 17 Year Project Life Cost

Benefit Summary …

TOWN Of CARY

Project Phases

Project Design and

Analysis

Regional Collectors

• Meter Installation

• Customer Interface

Regional Collectors

• Antenna:

– 11’ tall

• Base

Units:

– 5’ High

– 3’ Wide

– 2.5’ deep

Project Phases

Project Design and

Analysis

Regional Collectors

Meter Installation

• Customer Interface

Installation Goals

• Continue to deliver safe reliable water

• Billed accurately

• Minimize customer disruptions

• Thorough communication

• Quality control

• 24/7 response to issues

Project Phases

Project Design and

Analysis

Regional Collectors

Meter Installation

• Customer Interface

TOWN Of CARY

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Aquastar Web Portal 1.0

• Graphical presentations of

monthly, weekly, daily and

hourly usage

• Tabular data for export

• Email & text message alert

subscription

• Links to helpful resources

TOWN Of CARY

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Keys to Customer Project Success

• Custom Cary project • Extensive research and shared lessons from other

utilities

• Shaped by our values for customer service, safety & privacy

• Credibility is paramount

• Comprehensive communication plan

• Project identity

• Defined target dates and timelines

• Clear vision of success with measurable outcomes

• Including customer satisfaction

TOWN Of CARY

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Keys to Internal Project Success

• Support and commitment – Council

– Management

– Staff

• Sufficient financial resources

• Sufficient staff resources

• Treat employees fairly

• Partnership and involvement with vendors

• Risk management through thorough contracts

• Bottom line critical factor – Staff teamwork

TOWN Of CARY

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Commitment

Everything turns out fine in the end.

If it isn’t fine, it isn’t the end.