1. Water Metering / Pricing Project Longford’s Experience 11 May 2005 Tullamore

2. Story so far  Background  Drivers  Inhouse v’s DBO  Process management  Methodology  Project costs  Outcomes  Issues  Lessons learned

3. Background  500 metered accounts  1,500 fixed charge customers  Unidentified customers – large number  Management system – underdeveloped  Revenue collection - 40%  Unaccounted for water – 56%

4. Drivers  Consolidation of technical and revenue services  Water Framework Directive  User based charges  Water conservation  Consumer demand for more consistency, fairness and transparency

5. Inhouse v’s DBO  CIS & GIS – established and comprehensive  Rural county  Inhouse expertise and local knowledge  Process control  Cost  Future management / options

6. Process Management  Steering group established  Strategic approach  Council policy  Management support  Multidisciplinary  Teams established  Engineering, technical and administration  Meter installation team  Water charge collection team

7. Methodology  Customer database  Equipment procurement & review  Customer service  Revenue collection

8. Customer Database  CIS & GIS  Geo Directory  Customer survey  Records & files  Local knowledge  Area based approach  Incentives

9. Longford Caretaker Areas

10. Equipment Procurement & Performance Review  Meters  Meter boxes  Loggers  Meter reading  Meter management software  Meter billing software  Contractors

12. Customer Service  Communications  Public briefing sessions  Stakeholders  “Dummy” bills / leakage alert  Backup and support  Staffing implications  Customer charter

13. Revenue Collection  Historical debt  New customers  Meter reading  Billing issues  Debt collection  Staffing implications

15. Project Costs  Capital costs  Budget  Expenditure to date  Unit cost per meter  Revenue costs  Staff operational costs  Collection costs

16. Outcomes  Project commencement date – mid 2003  Customers identified – 3,500  New meters installed to date – 1,500  Anticipated number of meters – 4,500  Completion date – mid 2006

17. Revenue Collection  2002 - €400,000 – 40%  2003 - €700,000  2004 - €1,200,000 – 75.5%  2005 - €2,000,000

18. Problems and Issues  Historical baggage and culture  Legal system  IT

19. Problems and Issues  Connections GWS Multiple Illegal Owner/occupier  Water conservation  Water pricing

20. Lessons Learned  Management commitment  Customer service & focus  On the ground / local knowledge  Staff recruitment, training and commitment  IT systems  Dedicated multidisciplinary teams  VFM

21. Meters and Meter Boxes

22. Meters Reading Technology

23. Meter Identifier

24. Questions