Meter Reading Operations & Performance Monitoring

This stage marks the shift from installation data to live operational data. It establishes the routines, rules, and systems for capturing meter reads, whether through manual cycles or AMI, and managing the real-world exceptions that come with them. This includes monitoring AMI connectivity, validating incoming reads, resolving missed or anomalous data, issuing service orders for faults/tampering, and ensuring the meter fleet consistently provides reliable, bill-ready information.

The resourcing and operating model for this function will have been scoped during the Management Case. Stage 5 is about activating it: putting the structure, systems, and processes into operation so meter reading and performance monitoring become a stable business-as-usual activity.

Testing and trialling these systems takes time. A planned transition period is essential — one where new processes, alerts, dashboards, and workflows are exercised well before billing goes live. Early trials help identify gaps, uncover quirks, and resolve unforeseen issues long before they affect customers. Some of the systems development and ironing out of issues could be achieved through a pilot or staged roll-out (refer back to the section on Stage 2).

A stable operational rhythm is critical. This includes:

• • reading cycles (manual or AMI)

  • missed reads and exception handling

  • AMI connectivity and performance monitoring

  • fault logging and service orders

  • established and evolving data validation, including rules for live billing reads

When these elements are in place, meter data becomes a reliable operational asset rather than an ongoing headache.

Integration of systems, readings, billing, queries and customer portals

A smooth transition into business-as-usual relies on seamless integration between metering systems[JF1]  asset management systems, billing platforms, customer service tools, and online customer portals. Once meters go live, these systems must work together as one coherent environment.

Automated data flows from meter readings into billing reduce errors, speed up invoicing, and ensure customers are charged accurately — a critical foundation for trust in volumetric billing. When these systems are integrated with query-management [JF2] tools, front-line staff gain immediate access to real-time usage information, enabling faster, more confident resolution of customer issues.

Integration also supports transparency through customer portals, where users can view their consumption, track trends, and manage payments. This empowers customers to make informed decisions about their water use while reducing call volumes and administrative effort.[JF3] 

A dedicated integration workstream is essential. It aligns data structures, ensures systems speak the same language, and establishes stable interfaces so every component — from AMI to billing to customer care — operates seamlessly. Done well, it delivers clarity for customers, efficiency for staff, and confidence in both revenue and water-use performance for the organisation.