Overview

Rolling out universal water metering is a complex, citywide transformation that directly affects every ratepayer and consumer. Success depends on a multidisciplinary delivery team, including installers, that can operate at scale, manage high volumes, and coordinate people, technology, and communication across all stages of delivery and make smart use of automation and digital workflows.

It’s a team effort

Everyone on the front lines of installation and customer service should understand not just the technical tasks, but also the key non-technical aspects of their role, such as customer communication and issue resolution.

Core Project Team Skills and Capabilities

At the core of delivery is the client’s project team, responsible for monitoring progress, assuring quality, and supporting contractors to achieve the required outcomes on time and within budget. Selecting the right mix of skills for this team is critical; resourcing it well ensures the ability to manage both the contractual and human dimensions of the project.

The core skills and capabilities outlined below form the foundation for effective delivery, with the size and complexity of the project determining the blend of skills within roles and the overall team structure.

• • Project Management -  Strong leadership and coordination skills to plan, resource, and govern [JF1] the rollout.  Key capabilities include programme planning, risk and schedule management, stakeholder alignment, and integrating workstreams across technical, commercial, and communications functions.

  • Technical and Engineering Oversight - Expertise to assure network design and integration, metering standards, and installation quality. Includes understanding boundary configurations, installation methodologies, health and safety compliance, managing site-specific design variations and ensuring conformance with policies and standards.

  • Project Administration and Support - Organisational and documentation skills to keep delivery running smoothly. Covers document control, financial and progress reporting, coordination of meetings and actions, and ensuring accurate record keeping across multiple contractors and workstreams.

  • Field Quality Assurance - Attention to detail and practical knowledge to verify installation quality and safety. Skills include site inspections and audits, digital data capture, quality control verification, and rapid issue escalation to maintain installation standards and momentum.

  • Commercial and Contract Management - Commercial acumen to secure value for money and manage contractual relationships. Involves procurement planning, cost forecasting, contract performance monitoring, claims management, and negotiation of variations or disputes.[JF2]  [JF3] 

  • Digital Systems and Data Management - Technical capability to manage smart meter data and ensure accurate system integration. Key skills include AMR/AMI technology understanding, cloud servers and services, data validation, governance and privacy, systems integration,using analytics to inform operational performance, data privacy and online systems security.[JF4] 

  • Customer and Communications Management - Strong communication and empathy skills to maintain public confidence throughout rollout. Includes developing communication strategies, managing enquiries and complaints, supporting vulnerable customers, and providing transparent updates on progress and benefits.

Call Centre and Customer Services Team

The call centre is the front line of customer interaction during a metering rollout and should not be overlooked when planning project resourcing. While additional staff may only be needed during peak periods — such as the initiation of trial readings or the first rounds of volumetric billing — the customer service team must be well informed, confident, and equipped to handle most enquiries directly.

Most additional call volume will relate to installation or reinstatement timing, billing issues, or how to read water bills. Many of these calls can be resolved through clear explanations and patient communication. Ensuring the team is well briefed, educated on project fundamentals, and empowered with clear escalation pathways will significantly reduce customer frustration and build trust in the rollout.

Implementation support and transition

Organisational and operational considerations include training, customer support, and legacy system integration.  Council staff and contractors will require upskilling in meter installation, safety, and data systems, with vendor-led training built into procurement. 

Highly recommend rolling out a strong CX training for front line and field crew.

Vendors should also provide first-tier customer support, with clear escalation paths and service level agreements.  Legacy integration must be carefully managed, including data migration, parallel system operation, and compatibility with existing billing and asset platforms.[JF6]