HomeMy WebLinkAbout14 Online tool for customers Agenda Item # 14
PUblic utility District
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WORKSHOP
To: Board of Directors
From: Robert Mescher
Date: March 19, 2014
Subject: Discussion Regarding Constant Water Flow Monitoring, Notification
and an On-Line Tool Available to Customers
1. WHY THIS MATTER IS BEFORE THE BOARD
This workshop item will explain how the District monitors constant water flow, notifies
customers, and has created an on-line tool for customers to see their own water usage.
2. HISTORY
Prior to 2010, the District did not bill residential water customers volumetrically and could
not detect residential water consumption for individual customers.
In response to California's AB 2572, the District has already installed automated meter
infrastructure (AMI) meters for over 94% of its residential water customers. The AMI
meters are not only used to bill water customers, but the meters transmit an individual
customer's water consumption data four times daily.
The meter data will sometimes indicate constant flow. Constant flow has numerous
causes. It can be caused by a leaky faucet, a toilet valve not closing, a stop and drain
valve not turned completely on or off, broken pipes, etc. All of these examples are on the
customer's side of the service; it is the customer's responsibility to make any needed
repairs.
As meters were installed, customers were notified of large-volume constant flow,
customers were offered up to $100 to reimburse them for repairs made by a licensed
plumber, and they received monthly consumption on their bills.
3. NEW INFORMATION
The District has aided customers in monitoring and maintaining their own water facilities.
® On business days during the spring, fall, and winter, staff monitors water
consumption. Residential customers with newly reported continuous flow of more
than 5,000 gallons per day are contacted by telephone. If staff is unsuccessful in
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contacting the customer by telephone, a letter is mailed to the customer of record.
The staff dedicated to this routine task is about five to eight hours per week.
• At least once per week during the summer irrigation season, staff monitors
residential water consumption for newly reported continuous flow greater than 5,000
gallons per day (3 gallons per minute) and contacts customers by telephone.
• Whenever a deep freeze is followed by thawing temperatures, some customer pipes
rupture. During a week in early December 2013, the District contacted two
commercial customers and over 100 residential customers. Staff spent 25 to 40
hours identifying serious leaks (over 8,000 gallons per day), contacting customers,
explaining the situation to the customer, and shutting off and restoring water
service.
• Three times each year, spring, fall, and winter, staff spends about 40 hours
reviewing residential consumption patterns to identify smaller continuous flow
activity, mailing letters to customers, and responding to questions. After each review
period, letters are sent to about 200 customers, about 40% of all continuous flow
alerts. The other 60% of the alerts are determined to be very minor flows. During
the summer, irrigation masks other water consumption and it is not feasible to
identify small leaks.
• Staff developed an on-line tool for customers to view and monitor their own water
consumption. Customers can log in with their account number and the first four
letters of their last name or company name. The tool displays the current year of
monthly usage compared to the prior year. It can also show daily or six hour
intervals. If the meter detects continuous flow, it displays an alert. The tool has been
promoted on the District's home page, on Facebook and Twitter, and on this
month's bill insert. Staff will also use the Truckee Home Show to promote the new
tool.
Although most customers are thankful of our efforts to notify them of leaks, there have
been many challenges.
• Staff is interrupted from routine customer service tasks to educate customers about
constant water flow and the customers' responsibility to monitor and maintain their
own water facilities.
• Data is not "real-time"; it is transmitted once every six hours, but data is not always
collected every interval.
• Data is not reviewed on weekends.
• Some customers do not respond to multiple notices and are on continuous flow
reports month after month.
• Continuous water flow alerts are sensitive to 1/4 gallon per hour or 180 gallons per
month.
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® The system does not automatically detect the volume of continuous flow. It must be
manually estimated.
® A malfunctioning or frozen meter will not detect flow, much less continuous flow.
® Some customers presuppose that the District is required to immediately notify all
customers of their continuous flow.
4. FISCAL IMPACT
There is no direct fiscal impact associated with this workshop.
5. RECOMMENDATION
Receive this report and provide comments.
Robert Mescher Michael D. Holley
Administrative Services Manager General Manager