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Utility Committee recommends turning on NextGrid customer portal despite water-module gaps
Summary
The committee voted to activate the NextGrid customer portal (AMI customer-facing portal) so residents can view metered usage and alerts; staff cautioned water-module non-reporting (~10%) makes full launch imperfect, but the committee approved proceeding and requested customer help resources.
Salem City staff demonstrated the NextGrid customer portal and the Utility Committee voted to recommend activating it for customers. The portal displays per-meter electric and water usage, peak-demand indicators, billing summaries and optional alerts for leaks or outages.
City Administrator Sally Burbridge explained the portal is part of the city's advanced metering infrastructure and highlighted a technical limitation: "On water meters, we're still at about 10%" of modules not reporting through the system because battery-powered communication modules have been failing. Burbridge said the industry standard is under 2% before launch, and staff had delayed activation until reliability improved. Committee member Kyle Williams argued the portal would reduce customer uncertainty even if not every water module reported immediately; Williams moved to turn it on and the committee approved the recommendation unanimously.
Staff committed to producing customer-facing how-to materials (video and written guides) and to track nonreporting accounts so field crews can prioritize replacements. The committee asked staff to prepare outreach materials and a step-by-step sign-up guide for posting on the city website.
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