Austin Water reports 23% adoption of myATX portal and aims for 100% customer engagement

In a recent meeting of the Austin Water and Wastewater Commission, city officials gathered to discuss the progress and challenges surrounding the myATX Water customer portal, which aims to enhance customer engagement and water conservation efforts. Currently, 23% of customers are utilizing the portal, a figure that exceeds the industry average. However, officials expressed a commitment to increasing this number to 100% in the future.

The conversation highlighted various barriers that may prevent customers from signing up for the portal, including issues related to digital access. Officials acknowledged the need for a robust communication strategy to reach customers effectively, utilizing multiple platforms such as social media, radio, and traditional mail to raise awareness and encourage participation.

In addition to portal adoption, the commission addressed the decline in approved rebates for water conservation programs, such as the Water Wise Rain Scape initiative. The drop in approvals was attributed to a surge in applications during the first quarter, followed by a slowdown in the second quarter, coinciding with a seasonal cutoff to prevent new installations during the hot summer months. Staff members reassured the commission that efforts are underway to streamline the application process and make it more accessible for both residential and commercial applicants.

The meeting also touched on the importance of customer notifications regarding water usage, particularly in relation to outdoor watering schedules. While alerts are sent to inform customers of potential violations, officials clarified that these notifications are intended to encourage compliance rather than enforce penalties. The goal is to foster a culture of water conservation without instilling fear among residents.

As the commission looks ahead, there is optimism about increasing portal usage and enhancing community engagement in water conservation efforts. With a young, educated population in Austin, officials believe that continued outreach and education will lead to greater participation and ultimately, a more sustainable water management system.