AMR Meter Installation

Duration: Three years

Scope of Delivery

As part of a joint venture we undertake progressive meter installation and optant meter installations in London and Thames Valley. 

200,000 meters are installed per annum, equating to around 15,000 a month. The contract team consists of 450 employees, including 50 back office staff.

Extensive IT systems investment across the contract, with supply chain partners (Arqiva and Groundwork) to verify customer data and enable fixed communications resilience to new meters. This approach ensures seamless customer experience through the appointments, install and commissioning process.

Key aspects of delivery

The field force is supported by a dedicated contact centre and work management system to plan and schedule the works. 

The team installed its 100,000^th Smart Meter under the contract in 2017. Thames Water’s goal is to have 440,000 meters installed by 2020 and to have metered 75% of domestic customers by 2030.

Key client benefits:

• Development of integrated ITsolutions for the contract, the firstof its kind offering end-to-endautomation throughout a job lifecycle

• Creation of a Smart Metering Hub,providing facilities such as fullyequipped contact centre, allianceshared area and training centre

• A proactive approach to customersatisfaction transforming customerservice levels since contract handover

• Initiatives include operativescapturing customer queries toreduce unwanted calls, improvementto Thames Water’s customer webpages, use of customer segmentationto ensure tailored engagement

• Unique water sector Smart MeteringProgramme leading to improvedunderstanding of water consumptionand leakage assessment