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Aurora launches AMI‑enabled SpryEngage alerts to help customers spot leaks and control use
Summary
Aurora Water staff and Customer Service Supervisor Jared Montoya told the Water Policy Committee the city has rolled out AMI‑enabled SpryEngage alerts to notify customers about continuous 24‑hour flows and set consumption thresholds.
Aurora Water staff and Customer Service Supervisor Jared Montoya presented the city’s new SpryEngage alerts — linked to Aurora’s automated meter infrastructure (AMI) — that notify customers about continuous 24‑hour flows and consumption thresholds.
Staff said Aurora completed a years‑long AMI meter replacement program (staff reported about 86,000 meter exchanges plus roughly 11,000 new‑build installs, for an approximate total near 97,000 AMI meters installed since 2019). The AMI system supplies interval data (60‑minute intervals in the customer portal; 15‑minute intervals via Ion Water) that enables continuous‑flow alerts when a meter shows uninterrupted usage for 24 hours.
Staff said continuous‑flow alerts notify customers via the customer portal, text, or email and recommended low thresholds (1–2 gallons per hour) to detect running toilets; consumption alerts can be set by gallons per day, week, month or billing period to help customers on tight budgets. Staff described a pilot group of “Know Your Flow” customers and said the alerts went live to all customers April 1. Since April, staff reported about 2,200 new customer portal accounts (from roughly 51,000 to about 53,000) and said billing/customer service has handled about 50 assistance interactions for alert setup.
Aurora staff said the billing team adjusted about $191,000 in credits across nearly 900 accounts in 2024 related to continuous‑flow or leak events and that the conservation team completed 279 service orders to inspect continuous‑flow issues. Staff framed the program as a customer‑facing conservation and self‑help tool that can reduce unreported water loss and avoid surprise high bills.
Committee members praised the program and discussed customer questions about notification timing and interval data. Staff explained the customer portal’s 24‑hour continuous‑flow trigger is less granular than Ion Water’s 15‑minute interval data but is intended to be an accessible, user‑friendly option for most customers. Staff recommended continued outreach via NewsAurora, billing messages and social media to increase portal signups and conservation outcomes.
Less critical details: staff said the AMI work let the city stop drive‑by reads and improve operational efficiency; the city is continuing to refine outreach and tool options for customers with specialized needs (HOAs, irrigation controllers, commercial accounts).
