Customer Communications Toolkit

Transcription

1 Customer Communications Toolkit

2 Table of Contents» Letter to Utility & Timeline Letter to Utility... 3 Communication Timeline...5-6» Utility Customer Notification Letter... 7» Postcard... 9» Door Hanger... 11» Bill Insert... 13» News Releases Installation Begins Installation Ends... 17» Web Page... 19» FAQs & Key Messaging » Product Photos

3 letter To UTIlITY [DATE] Dear [UTILITY], Thank you for choosing the Sensus advanced metering infrastructure. Enclosed you will find a number of items to help inform your customers about recent or upcoming changes to the town s metering infrastructure. Included in this toolkit are pieces to help make customers aware of installation schedules, household requirements to make the installation run smoothly, and details about how the advanced metering infrastructure will impact customers directly. The toolkit includes: o o o o o o o o o Customer Letter to make your customers aware of infrastructure changes. This letter can be mailed prior to meter installation. Postcard to be mailed prior to installation when exact installation dates are set. This will provide a second notice of changes and update customers with timeline information. Door Hanger for post-installation. Placed on customers doors, it will verify the meter installation has taken place. Bill Insert for mailing post-installation will apprise customers of any potential billing changes the homeowner may encounter with the new system. News Release for distribution to local media outlets announcing implementation of the new system. News Release for distribution to local media outlets announcing the end of installation. Web Page Reference that serves as a content guide for an FAQ page, as [UTILITY] may want to make this information available to customers on its website. Photos of new products to include in awareness materials and on the Web page. FAQs to prepare your staff to answer questions about the installation and to include on the Web page. On the back of this letter is a suggested schedule for distributing the toolkit materials, as well as other recommended communication tactics to aid your transition. If you have any questions about the advanced metering technology installation or would like to request additional information to pass on to your customers, please contact your Sensus representative at [SENSUS INFO]. Sincerely, [SENSUS CONTACT] 3

4 CoMMUnICaTIon TIMelIne Below is a suggested timeline for distribution of awareness materials. DATE DELIVERABLE NOTES PRE INSTALLATION Consider all communications tools that will be used and insert into proper section of timeline Develop schedule of work and determine when letters are mailed Create map that shows geographical areas and correlating dates for installation (include in newsletter and on website) Update fact sheet Website/landing page created and tested Distribute fact sheet/messaging to call centers Update implementation news release Update postcard Update customer letter Update door hangers Update bill insert/newsletter Create ad for radio and newspaper Update Town/City Council Check community calendars to consider setting up information booth at fairs 1-3 months prior to first appointments Letters to customers go out explaining advanced meters 5

5 CoMMUnICaTIon TIMelIne (ConT D) 1-2 weeks prior to appointments/installation Postcards go out to customers with schedule of implementation Send information to police and other departments stating what crews will wear Send ad to radio stations and newspaper INSTALLATION UNDERWAY 1 week prior to implementation Issue first news release Consider presentations to local groups and organizations 1-2 weeks prior to appointments/installation After each installation Next round of postcards to customers on list First door hangers on completed homes Update website/landing page with progress reports and updated map POST INSTALLATION 1 week after project ends Final news release Distribute bill inserts (via and/or mail) 6

6 UTIlITY CUsToMeR notification number UTILITY LETTERHEAD HERE [DATE HERE] NAME ADDRESS Dear [NAME HERE]: As part of our ongoing commitment to maintain a high quality of life for our citizens through costeffective, innovative systems, contractors working for the [INSERT TOWN NAME HERE] will install an advanced metering infrastructure (AMI) system for our water utility. The project includes enhancing nearly every residential and commercial water meter in [TOWN NAME HERE] with new, state-of-the art technology that can wirelessly communicate usage data to [TOWN NAME HERE]. We ll start upgrading the system this [MONTH NAME HERE], a process that will take up to [NUMBER OF MONTHS HERE] months to complete. Once installed, advanced meter technology will be able to collect multiple remote meter reads per day, allowing for better leak detection and improved customer service while conservatively saving customers over [ADD SAVINGS FIGURE HERE] during the [NUMBER OF YEARS]- year project life. Since it will take up to [INSERT NUMBER OF MONTHS HERE] months to complete the project, postcards will be sent to the property [ADD NUMBER OF DAYS HERE] business days prior to installation. [IF UTILITY HAS INSIDE INSTALLATIONS CONSIDER ADDING: If the meter is located inside your home, please make sure an adult (18 or older) is home to provide access to our service technician.] Before leaving the site, door hangers will be left at the main entrance to the property informing the residents of the status of the visit. Our communities drinking water will remain safe throughout the project. Call [TOWN NAME HERE] at [PHONE NUMBER HERE] with questions or feedback. You can also visit us on the Web at [ENTER WEBSITE HERE]. Once the meter installation starts, customers can find updates on the [TOWN S OR CITY] website. Best Regards, [NAME OF UTILITY LEAD HERE] 7

7 PosTCaRD Utility logo here A new advanced metering system will replace monthly manual reads with wireless data collection, allowing for more precise usage data. To assist in the installation process, please be sure: o Your meter box is unobstructed o Dogs or other pets are kept inside o [IF SCHEDULING AN APPOINTMENT IS REQUIRED, include bullet: Your scheduled appointment time does not cause any conflicts] o [IF INSIDE INSTALLATION IS REQUIRED, include bullet: An adult (18 or older) is home to provide access to our technician] The installation will take about 30 minutes and the home s water usage may be interrupted for up to 15 minutes. If the water system is in use at the time of installation, our crews will try to notify the homeowner before water flow is interrupted. If you have any questions or feedback, please contact the Public Works and Utilities Department anytime at [PHONE NUMBER] or visit [WEBSITE]. [TOWN] [ADDRESSS} Water Meter Project Please respond within 10 days of this notice if the appointment will not work. Your appointment is scheduled at: [TIME AND DATE] To reschedule your appointment please contact us at: Recipient Name Address line 1 Address line 2 Address line 3 Address line 4 [PHONE] [ ] 9

8 DooR HanGeR Utility logo here Dear Valued Customer, Town contractors are upgrading your property s water meter to a more advanced metering technology that will positively impact both the environment and [UTILITY S NAME] s ability to accurately and efficiently serve your water needs. During today s visit: o o o o Your new water meter was installed. If water is cloudy or if there s air in the lines, run your bathtub or sink at the highest point in your house, and it should clear. Water was being used during the scheduled upgrade. Please call [NUMBER] or us at [ ] to reschedule the installation. Despite efforts, we were unable to access your water meter. Please call [NUMBER] or us at [ ] to reschedule the installation. Other: Should you have any questions or feedback, please contact [UTILITY S NAME] anytime at [PHONE NUMBER] or visit [WEBSITE]. 11

9 bill InseRT Utility logo here Dear Valued Customer, We recently converted to an advanced metering system that will eliminate monthly manual meter reads and provide timely water usage data regardless of weather conditions or power outages. The new system will also improve leak detection and our ability to serve customers. The new technology represents our commitment to providing the most advanced and environmentally sound technology available throughout our Public Works and Utilities Department. If you have any questions regarding your bill or would like to know more about the technology, please contact us at [PHONE NUMBER] or visit [WEBSITE] anytime. Sincerely, [UTILITY] Phone: Website: 13

10 news Release: InsTallaTIon begins INSERT UTILITY LOGO HERE FOR IMMEDIATE RELEASE [DATE HERE] [ADD TOWN NAME HERE] Begins Advanced Metering Installation Wireless water meter reading improves efficiency [ADD TOWN NAME AND STATE HERE] The [ADD TOWN OR CITY NAME HERE] will begin installation of an advanced metering infrastructure (AMI) system from Raleigh-based Sensus. The innovative system will replace monthly manual meter reads with a wireless system that collects multiple remote reads per day, allowing for better leak detection, increased billing accuracy and improved customer service. Advanced metering works via wireless technology to send readings to regional collectors that transmit the usage data to [TOWN/CITY] Hall. Regional collectors are located on existing water tanks and towers. The innovative system replaces monthly manual reads with the wireless system that collects multiple remote reads per day, allowing for better leak detection, increased billing accuracy and improved customer service. Sensus is a global leader in utility infrastructure systems and resource conservation and supports our commitment to maintaining a high quality of life for our citizens through cost-effective, innovative programs, said [ADD NAME OF QUOTE HERE]. Advanced metering also supports our commitment to preserving and protecting our environment by reducing carbon emissions by taking meter readers off of the road, enhancing our ability to quickly detect and stop leaks, and providing customers with daily information on water use so that they can improve their efforts to conserve." Because changing out all of the meters will take [ADD NUMBER OF MONTHS HERE], customers will receive a letter prior to installation in their area, and a postcard will be sent to the property no less than (ADD NUMBER) business days prior to installation. During installation, contractors working on behalf of the [ADD TOWN OR CITY NAME HERE] will interrupt water service. Before leaving the site, crews will test the new meter by running about 10 gallons of water from an exterior hose or faucet. Door hangers will be left at the main entrance to the property informing the resident or business owner of the status of the visit (installation complete, installation pending; water was being used, or unable to access water meter). [ MAY CONSIDER ADDING: Customers can track the installations via a map updated each week on the [TOWN NAME HERE] website. ] Contractors will be supervised by [ADD TOWN NAME HERE] staff, carry proper identification and have successfully completed a comprehensive background check; contractor vehicles will also be clearly marked. To learn more, visit [ADD WEBSITE ADDRESS AND PHONE NUMBER HERE]. ### 15

11 news Release: InsTallaTIon begins (ConT D) INSERT UTILITY LOGO HERE PRIMARY CONTACTS: [ADD CONTACT NAMES AND PHONE NUMBERS HERE] 16

12 news Release: InsTallaTIon ends INSERT UTILITY LOGO HERE FOR IMMEDIATE RELEASE [ADD DATE HERE] Advanced Metering Installation is Complete in [TOWN NAME HERE] Wireless water meter reading improves efficiency [TOWN/CITY, STATE] Water meter reading is now wireless in [TOWN NAME HERE] thanks to the installation of an advanced metering infrastructure (AMI) by Sensus. The innovative system has replaced monthly manual meter reads with a wireless system that collects multiple reads per day, allowing for better leak detection, increased billing efficiency and improved customer service. During the [NUMBER OF MONTHS HERE]-month installation, [CONSIDER ADDING: which was completed on time and under budget], contractors working on behalf of [TOWN NAME HERE] upgraded more than [NUMBER HERE] residential and commercial water meters. Our customers are already experiencing the benefits from the cutting-edge technology, said [ADD UTILITY, FINANCE OR TOWN LEAD HERE]. With more frequent meter readings, we re able to help customers save thousands of gallons of water and help identify otherwise unknown leaks. Advanced metering works via wireless technology to send readings to regional collectors that transmit the usage data to [TOWN/CITY HALL]. Regional collectors are located on existing water tanks and towers. [TOWN NAME HERE] estimates the system will conservatively save utility customers [ADD DOLLAR FIGURE HERE] million over its [ADD NUMBER OF YEARS HERE] -year life when compared to traditional manual water meter reading. [IF A WEB COMPONENT IS INCLUDED, ADD: AMI s Web component is expected to roll out by [ADD DATE HERE]; the website will give utility customers the ability to securely log in and view their usage per hour, per day, and the ability to sign up for utility-related notifications. To learn more about the project, go to [ADD TOWN WEBSITE AND PHONE NUMBER HERE]. ### PRIMARY CONTACTS: [ADD NAMES AND PHONE NUMBERS OF MEDIA CONTACTS HERE] 17

13 Web PaGe Existing utility website content (includes utility logo, page navigation, header images, etc.) Image for placement only Welcome to the future of smart water management Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec vulputate velit a velit consec tetur luctus. Etiam in malesuada turpis. Praesent at accumsan elit. Duis viverra neque eu odio lacinia semper. Sed id lectus lectus. Vivamus hendrerit vehicula ipsum in tincidunt. Morbi porttitor venenatis diam, in sodales odio sagittis eu. Nulla nec eros purus. Etiam purus massa. Details about your meter installation [Your meter here] Image of your meter here When your installation will take place Installation map Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec vulputate velit a velit consectetur luctus. Etiam in malesuada turpis. Praesent at accumsan elit. Duis viverra neque eu odio lacinia semper. Sed id lectus lectus. Vivamus hendrerit vehicula ipsum in tincidunt. Morbi porttitor venenatis diam, in sodales odio sagittis eu. Nulla nec eros purus. Etiam purus massa, egestas vitae consequat non, rhoncus gravida orci. Duis purus diam, sagittis vel dignissim sit amet, vehicula vitae erat. Curabitur mollis sapien non lacus consectetur luctus. Proin imperdiet, ligula vitae aliquet imperdiet, est neque pulvinar ligula, sit amet cursus orci nunc ac risus. Suspendisse potenti. Pellentesque ut convallis urna. Aliquam placerat vehicula lectus nec pharetra. Map of your area here Frequently asked questions Let us know what you think Get in touch for further details Take me to the top Phone: info@company.com 2012 Company Name 19

14 faqs & KeY MessaGInG Utility Customer Toolkit Messages and Q&A KEY MESSAGES 1. Advanced metering technology is an example of (TOWN S NAME HERE) commitment to maintaining a high quality of life for our citizens through cost-effective, innovative programs. 2. The innovative system replaces monthly manual meter reads with a wireless system that collects multiple remote meter reads per day, allowing for better leak detection, increased billing accuracy, and improved customer service. 3. Our communities drinking water will remain safe throughout the project. 4. Advanced metering supports the Town s commitment to preserving and protecting our environment in a number of ways, including: reducing carbon emissions by taking meter reading vehicles off of the road; enhancing our ability to quickly detect and stop leaks; and providing customers with daily information on water use so that they can improve their efforts to conserve. 5. Advanced metering will help keep (NAME OF TOWN OR CITY) workers safe by reducing jobrelated injuries like shoulder, ankle, wrist and back injuries as well as spider bites and bee stings. 6. Advanced metering will enhance privacy by removing the need for monthly visits by meter readers. Further, as has always been the case, (TOWN OR CITY OF HERE) will continue protecting the privacy of utility customer information according to all state and federal laws. 7. Advanced metering will enable us to do everything we can do today, just more efficiently and effectively by relying on advanced radio technology. 8. Advanced metering will enable our customer service to better serve you and answer your questions regarding water usage and billing. QUESTIONS AND ANSWERS 1. Can you explain the installation process? a. The project includes replacing about (ADD NUMBER HERE) residential and commercial water meters with new, technologically advanced meters and registers that can communicate usage data via wireless technology directly to (TOWN OR CITY NAME HERE). b. All meters in (TOWN OR CITY) s utility service area, including domestic water, irrigation and reclaimed water, will be read using the advanced metering system. c. During the first phase of the project, crews with (COMPANY NAME THAT IS INSTALLING METER HERE) physically conducted a visual inspection of a sample of about (NUMBER OF METERS HERE) nonresidential meters throughout (TOWN NAME HERE) to help determine specifications for the new system. Customers experienced no interruptions to their water service during the inspection. 21

15 faqs & KeY MessaGInG (ConT D) Utility Customer Toolkit Messages and Q&A d. Installation of the new meter and communication module should take no more than 30 minutes in most cases, with your water service being unavailable for about 15 minutes of that time. e. (TOWN OR CITY) and our contractors and consultants are committed to minimizing impacts from this important project and will, therefore, prepare and work according to reliable, updated schedules and ensure that interruptions in water service are kept to no more than 15 minutes in most cases. f. To ensure that the installation is complete, workers will briefly test the new meter. g. While most work will occur within public rights-of-way and easements, the Town will restore to original condition any private property impacted by the installation. h. Before temporarily interrupting individual water services, crews will make every effort to ensure that doing so will not impose an undo hardship on the customer. Such efforts will include observing the meter to see if water is being used and knocking on doors to contact those who may be inside. i. Before leaving the site, door hangers will be left at all entrances to the property informing the residents of the status of the visit installation complete, installation pending water was being used, unable to access water meter, other. 2. Do I need to do anything to prepare for the installation? a. To help keep everyone safe, dogs and any other domestic pets will need to be kept out of yards during installation. b. Always keep meter box lids unobstructed. 3. How will I be informed when the installation is taking place at my home or business? a. Since it will take up to (ADD NUMBER OF MONTHS HERE) months to complete the project, a letter will be sent to customers between one and two weeks prior to installation in their area, and door hangers will be placed at the entrances to the property (front door, side door, garage door) no less than one and no more than two business days prior to installation. b. Customers can track the progress of installations via a map updated each week on the (TOWN OR CITY) Web site. 4. Who is doing the work? a. The project is being managed for the Town by (COMPANY NAME THAT IS INSTALLING METERS HERE), which will ultimately be responsible for the day-to-day execution of the project, including recommending equipment and materials, selecting vendors and contractors, overseeing installation, and ensuring the highest level of customer satisfaction. b. (COMPANY NAME THAT IS INSTALLING METERS) managed the first phase of the project, which included evaluating and recommending equipment and systems as well as developing performance measures for the project s implementation phase. 22

16 faqs & KeY MessaGInG (ConT D) Utility Customer Toolkit Messages and Q&A c. Contractors working on the project will carry proper identification and have successfully completed a background check. d. Contractors will not need to enter residential property, nor will they be asking for any form of payment from customers. 5. How does the system work? a. The system works via wireless signals sent from a small radio unit inside the meter box that is connected to the water meter. The meter radio unit sends readings to regional collector units that then transmit the meter reading data to receivers in (TOWN OR CITY HALL). b. Regional collectors will be located on existing water tanks, radio and cell phone towers located throughout (TOWN OR CITY NAME HERE). c. Each radio unit will send a 111-millisecond usage report from the meter to (TOWN OR CITY) Hall four times a day. 6. How does this system benefit customers? a. Currently, every month, the city has to manually visit homes to read meters. The advanced metering system will take vehicles off the road, significantly reducing the city s carbon footprint. b. (IF APPLICABLE) The project includes the addition of a new web-based reporting system that will allow customers to track their daily water use and learn about strategies for saving water and reducing their utility bill. This web-based system will be activated toward the end of the installation project, and citizens will receive detailed information on how to take advantage of its offerings. c. Thanks to its advanced technology and backup systems in the field, the new system will provide accurate, timely water use data regardless of weather conditions or power outages. 7. How much does this cost? a. The total budget for the project is (BUDGET NUMBER HERE) million, which is being funded through the (TOWN OR CITY) utility fund. b. Through operational savings and increased revenue, the project is estimated to have a benefit of (NUMBER HERE) million over the (NUMBER OF YEARS HERE)-year project life. c. Once the project is fully implemented, the Town will no longer require (NUMBER OF STAFF) staff to manually read meters. Every effort is being made to place the affected employees in vacant positions within the organization, so that overall budget savings are achieved without job losses. 8. What happens with the current meters and equipment? a. The existing meters being replaced during the project will be recycled or offered to other governments for reuse. 23

17 faqs & KeY MessaGInG (ConT D) Utility Customer Toolkit Messages and Q&A b. As is currently the case, water meters, and radio units will remain the property of the (TOWN OR CITY) and the (TOWN OR CITY) will continue to perform the required maintenance on these units 9. Will wireless technology affect my health or privacy? a. The new meters will not negatively affect health or privacy. In fact, overall health will be improved and privacy enhanced by replacing vehicles and manual visits to your home with environmentally clean radio communication. The wireless portions of the system will be operated according to Federal Communications Commission rules, and will not interfere with other radio frequencies in the area. The transmitters use one-quarter of the power of a cellphone. The amount of exposure to radio waves decreases with the square of the distance from the source. Exposure to radio waves from smart meters is absolutely tiny compared to cellphones. In addition, transmission time for the units we are installing totals 15 seconds per day. 10. Where can I get more information? a. Call the (TOWN OR CITY NAME HERE) Public Works and Utilities Department anytime at (PHONE NUMBER HERE) with questions or feedback. 24

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