City reports progress on automated metering program; staff cite sign-ups, rollout pace and customer complaints

City staff updated the subcommittee on the automated metering infrastructure (AMI) program and described outreach, installation pace, funding and customer questions.

Nathan Graham, water operations superintendent, said the council approved the AMI project on Sept. 26, 2023, and the plan calls for replacing approximately 27,018 meters across the utility service area with Badger meters and Orion cellular endpoints that communicate via cellular networks. "We officially kicked off 03/15/2024," Graham said. "A total of 10,266 have been replaced, and that was as of September 10." He said the program is replacing meters at roughly 600 meters per month and that, as of his presentation, 1,223 customers had signed up for the ION Water customer app (about 12 percent), a figure he described as roughly on par with national averages.

Graham described the project's capital funding as $12.5 million from city capital-improvement funds, with roughly $6.5 million expended to date and a $3 million funding package from WIFA that included a 25 percent match; he said the WIFA funds have been reimbursed to the city. When asked if the WIFA amount was included in the $12.5 million, staff said it was.

Staff described a route-based rollout: the city divided the service area into routes and "weeks" of work; several routes and the first weeks for others are complete, and staff presented a multi-year schedule extending into 2027 for the phased work. Graham said staff have not experienced widespread cellular coverage problems and that most installed meters are returning reads. He acknowledged some customer pushback largely tied to health concerns about cellular transmissions and to higher bills after installation and recent rate increases. "We have received some phone calls about increase in bills," Graham said, and staff said billing and operations personnel typically walk customers through meter accuracy and leak-detection capabilities.

Council members asked operational questions. Councilwoman Ferworth confirmed county residents served by city water are included in the replacements. When asked how long a customer is without water during a meter changeout, Graham said, "On average, I think we're looking about 10 minutes."

Councilman Gamboji praised the program and suggested benchmarking household usage and conservation suggestions tied to the new data, noting the Central Arizona water group (CWAG) focus on residential conservation. "I have the app on my phone," Gamboji said. "It would be real helpful if we got together maybe with CWAG and and came up with some benchmarks that allow users to...see what numbers should you be seeing." He also urged publicity around consumer benefits after staff reported several customers identified leaks using the app.

Tracy Beasley, water resources project manager, said outreach continues and that the city will hold recurring public events (library, farmers market and outreach booths) and produce printed and online materials. She later told the subcommittee that subsequent promotional efforts and events have helped increase sign-ups and that, in some communications, sign-up rates were reported higher than the number Graham cited earlier.

No formal action was taken at the conclusion of the update; staff provided the timeline, funding and outreach commitments requested by subcommittee members.