2017 Webinar Sponsors

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Webinar Moderator No Image Available Jim Siriano Engineer American Water Works Association Jim Siriano works for the American Water Works Association s (AWWA) Engineering and Technical Services

2 Webinar Moderator No Image Available Jim Siriano Engineer American Water Works Association Jim Siriano works for the American Water Works Association s (AWWA) Engineering and Technical Services Department. He provides technical support to the Association s Engineering and Construction, Distribution and Plant Operations, and Small Systems Divisions. Prior to working at AWWA, Jim managed the State of Vermont s Drinking Water Capacity Development Program, helping drinking water utilities improve their technical, managerial, and financial capabilities. He also worked on a variety of stormwater initiatives and social, economic, and environmental assessments as a consultant for Science Applications International Corporation (SAIC). 3 Enhance Your Webinar Experience Close Programs Instant messengers Other programs not in use GoToWebinar Support 4 Please consider the environment before printing. 2

Webinar Survey Immediately upon closing the webinar Survey window opens Thank you 5 Products or Services The mention of specific products or services in

3 Webinar Survey Immediately upon closing the webinar Survey window opens Thank you 5 Products or Services The mention of specific products or services in this webinar does not represent AWWA endorsement AWWA does not endorse or approve products or services 6 Please consider the environment before printing. 3

4 Panel of Experts Don Schlenger, Ph.D. President Don Schlenger and Associates, LLC William Granger Water Conservation Administrator City of Sacramento Dave Hughes Water Research Manager American Water 7 Agenda I. Water Utilities Shift to AMI to Create Customer Service Benefits Don Schlenger, PhD II. How Low Can you Go? AMI Customer Leak Alert Thresholds William Granger III. Using AMI to Reduce Nonrevenue Water David Hughes 8 Please consider the environment before printing. 4

5 Ask the Experts Don Schlenger, Ph.D. William Granger Dave Hughes Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 9 Water Utilities Shift to AMI to Create Customer Service Benefits Don Schlenger, Ph.D. President Don Schlenger and Associates, LLC 10 Please consider the environment before printing. 5

6 Learning Objectives Understand what advanced metering infrastructure (AMI) can do for customer service and water management Explore benefits and insights available from analysis of AMI data Examine the process of notifying customers proactively of water waste and potential high bills Understand how AMI can be used to manage nonrevenue water (NRW) 11 AMI Enables New Approach to Customer Service As It Evolves, Water Utilities Are Shifting Toward AMI What Else Is Needed to Achieve Benefits New Paradigm for Customer Interaction Proactive Notification of Customers 12 Please consider the environment before printing. 6

Components of Advanced Meter Interface Unit Encoded Register Meter Ancillary Device (Leak Detector) Neighborhood Data Collection Unit Data Backhaul Meter

System Others Photos courtesy Itron, Neptune, Aclara 13 MIU Cloud Computing Is Enabling the Virtualization of AMI Data and Application Servers Lower capital

7 Components of Advanced Meter Interface Unit Encoded Register Meter Ancillary Device (Leak Detector) Neighborhood Data Collection Unit Data Backhaul Meter Data Mgt. System Head-End System Interfaces to other Systems Customer Info/ Billing System Work Order Mgt. System Others Photos courtesy Itron, Neptune, Aclara 13 MIU Cloud Computing Is Enabling the Virtualization of AMI Data and Application Servers Lower capital costs Less utility IT support needed Lowers the barrier to entry MIU DCU Communications Server Utility CIS Utility CSRs and Other Users MIU End Customer Portal 14 Please consider the environment before printing. 7

North American Water Utilities Are Increasing Turning to AMI Almost all recent RFPs are for AMI, not mobile AMR Many RFPs include SmartCities, Internet of Things Components Source: IMS Research 15

8 North American Water Utilities Are Increasing Turning to AMI Almost all recent RFPs are for AMI, not mobile AMR Many RFPs include SmartCities, Internet of Things Components Source: IMS Research 15 What Can AMI Practically Do Collect hourly consumption data most of the time from most locations Flag alarm conditions (e.g., continuous use, high flow, backflow, tampering) Make this data available to users Serve as a communications gateway for measuring and controlling devices 16 Please consider the environment before printing. 8

AMI Generated Data Enables Benefits to Utility and Customers Improve

(better information) Reduce costs to customers (e.g.

serve versus low cost to serve) Water conservation tool Help utility

External benefits: environmental, social 17 AMI Helped Cleveland

9 AMI Generated Data Enables Benefits to Utility and Customers Improve utility s customer service efficiency Enhance customer service (better information) Reduce costs to customers (e.g., avoiding high bills) Increase equity among customers (high cost to serve versus low cost to serve) Water conservation tool Help utility reduce non-revenue water Improve utility s operational efficiency External benefits: environmental, social 17 AMI Helped Cleveland Water Reduce Reread/Final Read Truck Rolls 18 Please consider the environment before printing. 9

10 Customer Service Calls and Work Orders Reduced Dramatically Account Service Calls/Yr Data courtesy Boston Water and Sewer Commission 19 Example: Notifying Customer of Leak Before they Get a High Bill versus 20 Please consider the environment before printing. 10

11 Gallons Gallons Example: Consumption Profile Doesn t Show Continuous Consumption AM 2 AM 3 AM 4 AM 5 AM 6 AM 7 AM 8 AM 9 AM 10 AM 11 AM 12 PM 1 PM 2 PM 3 PM 4 PM 5 PM 6 PM 7 PM 8 PM 9 PM 10 PM 11 PM 12 AM 21 Example: Monthly or Daily Consumption Might Not Reveal Leak 6 gpm Leak in 200-Unit Apartment Building Gallons Night Period (2hr) Consumption Daily Consumption Night Period (2AM - 4AM) Consumption Days Day 22 Please consider the environment before printing. 11

Other Things Needed to Make an AMI System Effective (e.g., Leak Notification) Ability to contact customers (technology, resources) Up-to-date customer contact info (email addresses, cell phone nos.

g., can set thresholds) Revised business processes and policies (e.g., final read) Education and outreach Employee and customer behavioral changes Maintenance 23 AMI Enables New Approaches to Customer Service Reactive Do first Rereads, investigations, etc.

12 Other Things Needed to Make an AMI System Effective (e.g., Leak Notification) Ability to contact customers (technology, resources) Up-to-date customer contact info ( addresses, cell phone nos.) Rules, algorithms (thresholds, contact frequency, etc.) Access to detailed consumption data (web portal, etc.) Analytics ( deeper dive; customers don t just want data) Customer profile info (e.g., pool, irrigation system, humidifier) Customer choices and options (e.g., can set thresholds) Revised business processes and policies (e.g., final read) Education and outreach Employee and customer behavioral changes Maintenance 23 AMI Enables New Approaches to Customer Service Reactive Do first Rereads, investigations, etc. React to customers needs Undifferentiated service Hands-off relationships Task oriented Proactive Think first Analyze consumption Scan for anomalies Differentiated service Closer customer relationships Process oriented 24 Please consider the environment before printing. 12

Cleveland Water Leak Notification Customers w/meters 1 automatically opted-in to leak notification Customers w/meters >1 must request auto notification Initial leak flag after 168 hours continuous

13 Cleveland Water Leak Notification Customers w/meters 1 automatically opted-in to leak notification Customers w/meters >1 must request auto notification Initial leak flag after 168 hours continuous consumption > threshold Thresholds: 1-1 CF/hr; CF/hr; CF/hr Leak flag: letter and (SMTP on web server) After 7 days, 2 nd notice ( if portal profile; otherwise letter) After 14 days, 3 rd notice After 90 days, notification process starts over Results: As of 9/2015, 4.3% of customers got notices 86% of these no longer on leak report 91% of these resolved without response from customer 25 Notifying Customers Proactively 26 Please consider the environment before printing. 13

Customer Notification, Available Data AND Policy Change Reduced High Bill

Months Start of New Policy Data courtesy Kansas City Water Services Dept.

14 Customer Notification, Available Data AND Policy Change Reduced High Bill Inspections High Bill Inspections by Month Months Start of New Policy Data courtesy Kansas City Water Services Dept. 27 Are Phones/Tablets the Future of Water Utility Customer Interactions? Will customers download the app? Will customers allow notifications to the lock screen? Will customers pay attention to their notifications? 28 Please consider the environment before printing. 14

Fraction of Customers Use Web Portal Registered

WaterSmart Software 29 What (Some) Customers Want

accessing info Want Comparisons (w/budget, others)

Solution options Privacy - Not all customers the

15 Fraction of Customers Use Web Portal Registered Users, % Quarterly Active Users, % Data courtesy WaterSmart Software 29 What (Some) Customers Want and Don t Want Don t Want Raw data Difficulty accessing info Want Comparisons (w/budget, others) Notification of problems Potential diagnosis Solution options Privacy - Not all customers the same need multiple channels 30 Please consider the environment before printing. 15

16 Realizing AMI-Based Customer Service Benefits Requires Thoughtful Effort AMI is an increasingly popular data gathering engine AMI data can be used to create numerous benefits to utility and its customers (such as avoiding high bills) AMI enables and requires changes in business and customer service operations Achieving benefits requires analytics, easy access, procedures and policies that will change behavior One size fits all may not be appropriate 31 Ask the Experts Don Schlenger, Ph.D. William Granger Dave Hughes Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 32 Please consider the environment before printing. 16

17 How Low Can you Go? AMI Customer Leak Alert Thresholds William Granger Water Conservation Administrator City of Sacramento 33 Overview Discussion of a standard (BMP) for leak notification: Size, duration Examples of customer leak notifications Primary leak types Sacramento example California examples 34 Please consider the environment before printing. 17

18 Setting a Leak Notification Threshold Should there be a best management practice for customer leak notification? Threshold to meet customer service goals, water conservation goals and matches staffing levels and seasonal demands 35 AMI Leak Notification How low should you go? 50 gpd? 100? Notification Process: Letters Postcards Text Phone How much can be automated? Utility obligation to notify its customers of possible leaks? No standards exist. Set at what is responsive yet not overwhelming to staff Promoting the customer web portal Sacramento: 2,315 users/90,913 (2.5%) Beverly Hills: 2,500/11,000= 23% 36 Please consider the environment before printing. 18

19 Sacramento Leak Alerts Continuous flow of 180 gallons per day, 7 consecutive days until late 2013 Process involved desk review, site visit, then letter Now: 100 gpd, 5 days, nearly automated 15% decrease between 3-5 day notices 3,981 leak letters sent since fall, Calculating Water Savings Water Savings: 390,290 gpd for those that had a leak investigation (557). How about those that fixed the leak on their own? Day leak started Day leak stopped Leak rate 38 Please consider the environment before printing. 19

20 Agency AMI Commitments in California Agency Notification Frequency Timeline Leak Alert Process (Letter, Postcards, visit, phone, , text) City of Folsom 72 hours -7.5 gallons per hour 100% AMI postcard, visit, s City of Fresno 24 hours continuous of 10 gph 100% AMI letters, visit City of Sacramento 120 hours -4 gph 100% AMI, fully metered by 2021 letters, visit, phone East Bay expanding to 19K w/ Municipal Utility 24 hrs, customizable. No AMR conversion and 2 District min grants phone, San Francisco PUC 72 hours -7.5 gph 96% AMI letters, postcard, phone, , text San Jose Water Co 1-3 days, 5 gph Pilot- Full deployment depends upon PUC phone, visit 39 Sacramento Leak Alert Letter Automation of process nearly complete 2 month automatic follow up if 100 gpd, 5 days Cycle repeats after 2 months 63% responded to leak letter 14% response for leak inspections 49% reduce leaks with letter 37% of customers continue to have leaks above 100 gpd (4 gph) 40 Please consider the environment before printing. 20

21 Sacramento s Leak Alert Letter 41 Leak Sources: Toilets and Irrigation Valves 42 Please consider the environment before printing. 21

family customers with 3 days of continuous usage over 7.

22 Outdoor Source of Leaks Leaking Irrigation Valve 43 Front side of current SFPUC post card sent to single family customers with 3 days of continuous usage over 7.5 gal/hour 44 Please consider the environment before printing. 22

23 Driving Customers to the Web Portal 45 Customer Web Portal 46 Please consider the environment before printing. 23

24 47 48 Please consider the environment before printing. 24

25 Summary Set adjustable leak notification thresholds by customer type, season Notifications save water! Leak inspections at homes and businesses will increase rebate participation Use all methods available for customer contact 49 Ask the Experts Don Schlenger, Ph.D. William Granger Dave Hughes Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 50 Please consider the environment before printing. 25

customer use Review AMI role with NRW management District Metering Conduit for acoustic

26 Using AMI to Reduce Nonrevenue Water Dave Hughes Water Research Manager American Water 51 Learning Objectives Highlight Additional AMI features Tamper, backflow Monitoring changes in customer use Review AMI role with NRW management District Metering Conduit for acoustic monitors Conduit for pressure and flow monitors 52 Please consider the environment before printing. 26

Using AMI to Detect Tampering and Theft of Service Systems have different tamper measures Cut wires Magnetic disruption Disconnected register Alignment Dewatered meter Loss of encoder

Meter register displaced Strong magnets placed at meter 53 AMI and Backflow With hourly reads, times when meter runs backwards are readily identified Causes attributable to

27 Using AMI to Detect Tampering and Theft of Service Systems have different tamper measures Cut wires Magnetic disruption Disconnected register Alignment Dewatered meter Loss of encoder signal Time stamping, frequent measurements identify time of activity, quantify of water unreported. Meter register displaced Strong magnets placed at meter 53 AMI and Backflow With hourly reads, times when meter runs backwards are readily identified Causes attributable to operations: pressure surges, main breaks, field operations, meter installed backwards. Causes attributable to customer action: backflow problem, meter tampering, meter installed backwards, plumbing activity Project # Please consider the environment before printing. 27

Backflow Investigation Example Detect clusters from main breaks,

Consider Grouping Meters with Common Application (hotel, school,

) Underperforming Meters can be Identified Under-registration

28 Backflow Investigation Example Detect clusters from main breaks, suspicious repeat activity 55 Using AMI to Find Unusual Changes in Use Consider Grouping Meters with Common Application (hotel, school, restaurants, etc.) Underperforming Meters can be Identified Under-registration Inappropriate meter type Inappropriate meter size Daily Breakdown of Water Use Compound Meter 56 Please consider the environment before printing. 28

(NRW) Recovery Authorized Uses Hydrant activity Apparent Losses Meter Accuracy Tampering Bypassing

29 Individual Customer AMI Monitoring of individual accounts with cellular AMI can improve service for customers, large or small Reads at higher frequency, Customer access 57 AMR/AMI-Based Non Revenue Water (NRW) Recovery Authorized Uses Hydrant activity Apparent Losses Meter Accuracy Tampering Bypassing Backflow Real Losses Distribution System Leak Detection 58 Please consider the environment before printing. 29

30 Using AMI to Reduce Loss Tamper and Backflow Detection Selected Customer Interface District Metering Distribution System Acoustic Leak Detection Distribution Sensors 59 Quantifying NRW 12 Month Rolling Average used for NRW Minimizes gap between reads and production meters Monthly difference between water delivery and versus metered sales has variables February had 29 days, January and March 31 Leaks may increase toward year end June 30 days, May and July 31, hot end of June September 30 days, July and Oct 31 days, cool end of September 60 Please consider the environment before printing. 30

Monitoring NRW - District Metering District metering monitors net flow into a small

regular comparison of minimum night flow helps detect leakage.

capture full range of flows Observing daily patterns and monitoring night flow can

31 Monitoring NRW - District Metering District metering monitors net flow into a small portion of a large system (or an entire small system or zone) For many systems regular comparison of minimum night flow helps detect leakage. 61 Finding leaks District (Subsystem) Metering Requires accurate master meter to capture full range of flows Observing daily patterns and monitoring night flow can help identify leakage events (and repair) Pressure Flow 62 Please consider the environment before printing. 31

Using AMI with District Metering Today s AMI provides reads at end of each day and some every hour on the hour This will allow a DMA to analyze NRW by the day or hour Calculation must

32 Using AMI with District Metering Today s AMI provides reads at end of each day and some every hour on the hour This will allow a DMA to analyze NRW by the day or hour Calculation must include adjustments for any storage Knowing the hourly pattern of NRW can help determine whether the type of NRW. 63 Characterizing Leakage NRW 64 Please consider the environment before printing. 32

33 Characterizing Apparent NRW 65 District Metering Flow Anomalies Simple profiles of small zones can be effective Flow monitors can aid in large meter calibration and pump efficiency 66 Please consider the environment before printing. 33

Dynamic District Metering With a sufficient number of pressure and flow nodes and a calibrated hydraulic model, an entire system can be assessed Lower than expected pressure at all times of the day,

34 Dynamic District Metering With a sufficient number of pressure and flow nodes and a calibrated hydraulic model, an entire system can be assessed Lower than expected pressure at all times of the day, a continuous unexpected demand is suspected = leak. Lower than expected pressure during the day only suggests an unaccounted for demand that is present when other water use is suspected = billing error, bad customer meter or unauthorized use. 67 SOURCE OF SUPPLY Source water protection Source water monitoring Source water treatment Dynamic System Monitoring REMOTE FACILITY Integrated sensors Real time hydraulic model Asset management & predictive maintenance Redundant network connectivity WATER TREATMENT Remote, automated, & connected sensors with operations Mobile operator Renewable energy optimization Advanced integrated treatment Plant analytics FLEET Vehicle analytics Integrated digital vehicle with systems Location awareness FIELD WORKER Digital field worker Field document access Single view of the work Mobile access to visually mapped work, assets and customers CUSTOMER Customer usage management One view of the customer with more self service Proactive outage, usage and leak notification Customer segmentation EMPLOYEE / WORKFORCE Safe Working Environment Real-time Collaboration Mobile Corporate Services WASTE WATER TREATMENT Remote, automated, & connected sensors with operations Mobile Operator Advanced treatment & Reuse Environment & Water Quality Integrated Environment, Health and Safety system Remote mobile water quality management Water quality system & dashboard DISTRIBUTION Geo Located (GIS) Integrated connected sensors Flexible AMI and District Metering Leak detection Automated demand planning Enterprise ERP, CIS and EAM Automated Financial Planning Seamless/automated procurement ENABLING CORPORATE SYSTEMS Advanced revenue analytics Enterprise data management, reporting and analytics KRONOS Time Entry Records management and archiving Capital Project Planning Unified mobile and collaboration systems Automated Inventory Lifecycle Management 68 ENABLING TECHNOLOGY Networks, Compute, Storage, Integration, Cloud, Mobile, Security.. 68 Please consider the environment before printing. 34

Using AMI for Distribution System Acoustic Leak Detection (ALD) Acoustic monitoring systems with AMI provide routine leak detection FCS,

Itron MLOG units attach to service line near meter Uses RF and cellular systems Find leaks sooner, easier to repair Reduce crews/improve

Benefits Operating Costs Maintenance of System Analyses of Data Field Investigations Additional Repairs Operating Savings Reduction in

35 Using AMI for Distribution System Acoustic Leak Detection (ALD) Acoustic monitoring systems with AMI provide routine leak detection FCS, Gutermann, Metrotech devices attaches to valve nut in street, transmits separately from meters Mueller device is placed in hydrant cap Itron MLOG units attach to service line near meter Uses RF and cellular systems Find leaks sooner, easier to repair Reduce crews/improve service levels 69 Computing the Cost/Benefit of Acoustic Monitoring Capital Expense (amortized over life of units) Operating Costs and Benefits Operating Costs Maintenance of System Analyses of Data Field Investigations Additional Repairs Operating Savings Reduction in Water Loss Reduction in Damage Reduction in Repair Costs Improved Repair Environment 70 Please consider the environment before printing. 35

36 DMAs vs Acoustic Monitoring District Metering indicator for large leaks District metering can help quantify NRW Acoustic monitoring identifies small leaks with potential to reduce loss and damage Acoustic monitoring can better pinpoint the area of investigation for the leak 71 Summary Features like Backflow Detection and Tampering, Flow Analysis reveals customer issues The use of cellular systems to deal with isolated cases is a consideration for non AMI networks District Metering works well with AMI with good metering AMI can be the backbone communication for Acoustic Leak Detection and other monitoring 72 Please consider the environment before printing. 36

William Granger Dave Hughes Enter your question

Control Programs, Fourth Edition Catalog No:

37 Ask the Experts Don Schlenger, Ph.D. William Granger Dave Hughes Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 73 Bookstore Resources M36 Water Audits and Loss Control Programs, Fourth Edition Catalog No: E WSO Water Loss Control DVD Catalog No: M52 Water Conservation Programs A Planning Manual Catalog No: Please consider the environment before printing. 37

into Utility Water Resources Planning and Management Register for a 2017 Webinar Bundle Individual Full Year Group Full Year www.

38 Upcoming Webinars May 17 - Community Engineering Corps: Using Volunteer Expertise to Make an Impact in Small Systems May 23 - AQUA RATES PLANNER, An Entire Financial Plan Including Rates On Demand, Sponsored by Capital Objects May 24 Integrating NASA Datasets into Utility Water Resources Planning and Management Register for a 2017 Webinar Bundle Individual Full Year Group Full Year 75 Upcoming Conferences Register Online at: 76 Please consider the environment before printing. 38

Thank You for Joining AWWA s Webinar As part of your registration, you are entitled to an additional 30-day archive access of today s program. Until next time, keep the water safe and secure.

39 Thank You for Joining AWWA s Webinar As part of your registration, you are entitled to an additional 30-day archive access of today s program. Until next time, keep the water safe and secure. 77 Presenter Biography Information Don Schlenger is a customer service technology and processes expert with more than 40 years experience in utility management and consulting. He is an internationally recognized expert in AMR/AMI, and was responsible for creating one of the world s first large-scale deployments. A former utility executive, he founded and served as the first President and Executive Director of the Utilimetrics, and has served as a Board Trustee. For the American Water Works Association, Dr. Schlenger has chaired the Customer Service Committee and the Customer Metering Practices Committee, served as a Research Division Trustee, and as a member of the Technical and Educational Council. Don has taught courses on project management and AMR/AMI for water utilities, and has conducted day-long seminars at AWWA s Annual Conference and Exposition on AMI, customer service and mobile computing. William Granger has over 22 years experience in water conservation and efficiency and has served the past four years as the city of Sacramento s Water Conservation Administrator. Prior to that, he spent 11 years as Otay Water District s Water Conservation Manager. He is the current chair of the AWWA Water Conservation Division s Planning, Research and Evaluation Committee and has served on the AWWA California-Nevada Section s Water Use Efficiency Practitioner Certification Committee since Dave Hughes is the Water Research Manager in American Water Company s Office of Innovation and Environmental Stewardship in Voorhees, N.J. His background includes serving as a public water authority manager, a hydraulic engineer for Aqua America, and an engineering consultant for the UKbased Water Research Center. He is the subject matter expert for American water on meters and automatic meter reading systems. 78 Please consider the environment before printing. 39

40 CE Credits (CEUs) and Professional Development Hours (PDHs) AWWA awards webinar attendees CEUs. If you wish to take advantage of the opportunity to earn CEUs, visit Certificates will be available within 30 days of the webinar 79 How To Print Your CEU Certificate of Completion Within 30 days of the webinar, login to or register on the website. If you are having problems, please Once logged in, go to: My Account My Transcript Information To print your official transcript, click Print list To print certificates, click Download certificate 80 Please consider the environment before printing. 40

41 2017 Webinar Sponsors 81 Please consider the environment before printing. 41