Abstract
This article discusses an effort by the Kansas City (Missouri) Water Services Department (KCWSD) to select and acquire an advanced metering infrastructure (AMI) system and to design and plan for the improvement of customer service operations using the data collected by the meter‐reading system. The article describes how KCWSD leveraged its AMI investment by redesigning selected business practices to take fullest advantage of the capabilities of its AMI system, especially in redesigning key billing and customer service policies and procedures based on the availability of daily meter reads.
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