Reaping the Benefits of AMI:A Kansas City Case Study

摘要

In 2002, the Kansas City, Mo., Water Services Department (KCWSD), which has 167,000 customer accounts, needed to improve its customer service levels. About 15% of its bills were based on estimated consumption, and 35% of its customer call center volume was related to meter reading (e.g., billing disputes after previous estimated bills, estimation policy questions, meter-read recheck requests, high-bill inspection requests). Because of low customer confidence in the accuracy of KCWSD's bills, KCWSD had to expend additional resources (such as rereads) to defend the accuracy of its billing process.