Customer Water Usage
Texas Utility Transforms Operations with Cellular AMI
Case Study / 5 min read
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Customer Water Usage
Case Study / 5 min read
Mustang Special Utility District (SUD) sought to replace its drive-by meter reading system with new smart meters and cellular endpoints.
At 52% completion, the utility has already improved operational efficiency, reduced read times and enhanced customer satisfaction.
Mustang SUD is a perfect example. The utility began its BlueEdge journey with a focus on transitioning from drive-by meter reading to a cellular advanced metering infrastructure (AMI) system that included a customer- and utility-facing online portal and analytics software. The subsequent impact on customer water usage, customer service and operational efficiency was immediate.
Located in the rapidly growing Northern Dallas Metroplex area, Mustang SUD has experienced significant growth since its incorporation in 1966, when it had 50 connections and customers reported their own meter readings to the utility for billing. Today, the water utility serves several Texas counties, including Denton, Collin and Grayson.
Over its nearly 60-year history, Mustang SUD has expanded its services, including the addition of wastewater. It has also consolidated with two other water utilities, Marilee SUD and the City of Gunter, which swelled its population to nearly 120,000. Such a significant growth trajectory demanded a serious commitment to meeting the evolving needs of its customers.
In 2016, there was a pivotal change when the utility shifted from drive-by meters to a smart metering solution as part of a pilot program with Badger Meter.
"We gathered about five or six meters for this pilot program, and we actually installed these at very specific addresses in order to carefully monitor and track the efficiency," said Alyssa Bennett, Assistant General Manager of Mustang SUD. At the time, cell service was spotty, she explained. "We left these [smart] meters installed for about three to six months to see what [they] were capable of."
According to Bennett, the pilot was an immediate success, prompting Mustang SUD to proceed with the replacement of 430 drive-by meters with new smart meters and cellular endpoints. The transition eliminated the need for manual meter readings of those endpoints, saving time and resources previously spent sending a technician out for data collection.
"That alone for us was a very big deal because we serve over 240 square miles," she said.
Following a successful pilot program, Mustang SUD replaced drive-by meters with new smart meters and cellular endpoints.
The District has already witnessed significant benefits, including improved operational efficiency, reduced read times and enhanced customer satisfaction.
Beyond giving the utility more insight into customer water usage, the adoption of a cellular AMI system has had a significant impact on customer service and engagement. Customers now have access to an online portal that provides real-time data on their water usage, including hourly breakdowns and consumption trends. Residents are empowered to monitor their usage, detect leaks and make informed decisions about water conservation.
Moreover, the online portal enables Mustang SUD to run reports on water consumption patterns. This data-driven approach has facilitated proactive customer outreach and education, promoting water conservation initiatives within the community.
"We are able to pull [data on] what subdivisions are using the most water and where we need to send more notifications to reach out to these customers to explain the importance of water conservation at this point in time," Bennett said. "There are many filters in the software system that are very beneficial, like leak alerts, route reports (subdivision specific), daily readings to continue monitoring usage during water restrictions, and much more."
When contacting customers, Bennett noted that it is important to do as much research as possible beforehand and be prepared to deliver solutions rather than just bad news. "Know what they're concerned about, whether that's having water for their horses, or their HOA is calling them griping about their dry lawn," she said. Understanding what their concern is first "will help you drive that entire conversation," she added.
In terms of implementation challenges and lessons learned, Bennett highlighted the importance of adequate staffing for meter changeouts. "Number one, have more employee hands on deck," she stressed. "If that's not an option, hire an outside company to do that."
She also emphasized that moving to a cellular AMI system is a journey. As of 2023, Mustang had converted about 52% of all meters, and Bennett noted that it is important to be patient and roll out new units as budget allows. Although implementation is still in progress, the District has already witnessed significant benefits, including improved operational efficiency, reduced read times and enhanced customer satisfaction.
Overall, Mustang SUD's experience underscores the transformative impact of smart water technologies and data-driven strategies in utility management. By leveraging cellular AMI and online platforms, the district has embraced innovation, improved service delivery and positioned itself for continued growth and sustainability in water management.
Alyssa Bennett, Assistant General Manager of Mustang SUD
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Customer Care representatives are available by phone Monday–Friday, from 9am–5pm CST.
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