Utility improves customer service with new meters

The Tacoma Public Utilities advanced meter project provides near real-time data for water and power customers, enabling improved reliability, monthly billing and prompt customer service.

The city of Tacoma is one of Washington state's fastest growing cities. Since the most recent census, its population has risen by nearly two percent, and city officials anticipate nearly 130,000 new residents by 2040 - placing new demands on the city's infrastructure.

In response to the challenges of a growing population, Tacoma Public Utilities (TPU) is leveraging advanced meters and communications technology to improve the efficiency and effectiveness of its energy and water systems. TPU's forward-thinking approach is also providing customers with greater control, choice and convenience - showcasing the utility's commitment to enhancing the customer experience for more than 300,000 residents who put their trust in them.

Harnessing the power of digital solutions

The utility began upgrading to advanced metering infrastructure (AMI) five years ago with Xylem digital solutions, including metrology from Sensus, a Xylem brand. These solutions offer customer advantages including monthly billing, remote electric service reconnection, cost-control options, improved reliability and more flexible payment options.

"With the goal to install 300,000 advanced meters across the power and water sectors by the end of 2024, TPU knows this technology improvement will be a benefit for both our customers and the utility," said Sally Mohr, AMI program delivery director for TPU.

Unlocking system management efficiencies

The deployment of AMI in the electric and water sectors has already provided value for the entire city. With the near real-time data delivered by the Sensus Stratus IQ^TM residential electric meter and FlexNet® communication network, the utility now has visibility into meter interferences and power meter fails that normally take up to two months to identify. The enhanced network also allows the utility to minimize safety issues and revenue loss by limiting service visits and providing accurate data for billing purposes and storm recovery.

On the water side, TPU began deploying accuSTREAM^TM and ally® water meters and equipping every pressure-reducing valve station with near real-time pressure sensors. Implementing the Sensus® Smart Gateway Sensor Interface, in connection with FlexNet, allows the utility to proactively address pressure issues before customers can notice a difference.

"We have already seen proactive pressure management help us anticipate customer issues preemptively," said Dan Martin, TPU senior data analyst. "Recently, during routine maintenance, a detected pressure fluctuation enabled our crew to address a lodged rock in the valve within hours, averting potential water customer impacts."

Enhancing operations through data integration and analytics

When TPU transitioned to AMI, its team appreciated the network's flexibility, resiliency and capacity to deliver 6.5 million daily reads of accurate, timely data that provides advantages for both the utility and its customers. The influx of information enabled TPU to expand and sharpen its use of data analytics, supported by Tacoma's in-house team of data scientists. Integrating the AMI data-fueled insights alongside other key statistical assets has helped TPU optimize its system performance, including reducing power outage response times by 15 to 20 minutes.

Similarly, to manage its water operations more effectively, TPU is leveraging AMI data to validate and improve the accuracy of the hydraulic model. This approach facilitated precise analysis based on actual usage, rather than projected figures, helping the utility refine its system and highlighting its commitment to efficient utility management.

Streamlined processes deliver additional community benefits

TPU customers are also benefiting from advanced meter technology through the new billing approach. The billing system allows for smaller, more frequent payments that are easier to budget and plan for. Advanced meters enabled the utility to convert more than 87,000 customers from bimonthly billing to monthly cycles as of December 2023.

"Xylem has consistently demonstrated responsiveness, and we appreciate that our team has direct visibility into our data," said Mohr. "This level of transparency ultimately empowers our customers to take control of their bills and become active participants in managing their water and electricity usage."

The upgraded power and water management systems also help strengthen the relationship among Tacoma city departments. The utility recognized that the fire department's ability to effectively combat fires depends on prompt disconnection of electricity meters. The system's remotely managed turn-off capabilities enhance emergency-response efforts.

Just getting started on the digital transformation journey

TPU's innovation journey is just getting started. Looking ahead, the focus shifts toward implementing advanced applications. Adopting a power advanced distribution management system (ADMS) promises enhanced outage management capabilities, bolstered by seamless integration with supervisory control and data acquisition systems and real-time analytics.

"These developments highlight our commitment to leveraging cutting-edge technology to optimize operations, improve service delivery and ultimately enhance the overall utility experience," said Mohr.

Learn more about Sensus, a Xylem brand.

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