Austin Water launches analytics and customer engagement programme


In the US state of Texas, Austin Water has partnered with WaterSmart and Aclara to improve management of its water network and to enhance customer engagement.

WaterSmart is providing the utility with an online or mobile customer platform on which consumers can access detailed information regarding their water usage. Consumers can also use the platform to pay bills online or access water-saving tips.

The water company will leverage the platform to optimise management of its water resources and infrastructure.

The utility will also use the platform to provide its customers with leak alerts, high bill notifications, up-to-date news, and rebates.

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The project falls under the My ATX Water initiative, a programme in which the utility is upgrading its water network to an advanced metering infrastructure.

Those in Austin Water’s Customer Assistance Programme will also receive this information plus water reports and leak alerts via print mail.

Chris Stewart, chief information officer at Austin Water, said the utility “…prides itself on finding innovative ways to better serve our customers and we are excited to make this service available so our customers can experience the full benefits of our investment in AMI.

“We’re excited to work with WaterSmart and Aclara to provide our customers with ways to be more engaged in managing their own water use.”

Randi Jenkins, assistant director of customer experience, adds: “Austin Water is excited to launch this new tool. It is a key strategy in our ongoing commitment to improve the overall customer experience. In addition to enhancing communications, it will serve our community by increasing the visibility of daily water use, helping Austin reduce water waste and better protect our precious resource.”

Austin Water serves 1 million customers.