Improving water system visibility with Software as a Service (SaaS)

In comparison, a Software as a Service (SaaS) solution, offers many automatic and significant features—including software updates and data storage—and provides utility personnel easy access to this information with a simple login.

Over the past decade, SaaS has grown substantially and is increasingly being adopted within the water industry. For utilities, SaaS solutions are changing the way data is collected, communicated, stored, and leveraged. It turns data into proactive intelligence to help utilities increase visibility, enhance customer service and optimize security.

Behind the technology

One example of a SaaS solution utilities can leverage is BEACON^® SaaS. It combines software and proven ORION^® Cellular technology with highly reliable cellular-based Network as a Service (NaaS) communications, establishing a complete and flexible metering solution. Customers have the option to create their own deployment plan using their existing fixed network or automated meter reading (AMR) system as they transition to advanced metering infrastructure (AMI).

BEACON SaaS provides utilities with 15-minute interval data available at their fingertips to respond to customer inquiries and quickly resolve—if not eliminate—billing issues. How does it work?

Because it is difficult to pinpoint a problem with older solutions that may only provide monthly or quarterly reads, customer inquiries for excessive bills often resulted with the utility investigating or simply issuing a sewer credit.

Instead, with BEACON SaaS, the utility can pinpoint usage spikes in near real-time to build credibility and show customers that excessive usage is their responsibility. This eliminates the costs associated with high bill investigations, which often require a truck roll, as well as revenue lost through credits.

Having this data readily available also helps the utility build trust and rapport with consumers. In some instances, consumer portals are made available as part of a SaaS offering, such as with BEACON SaaS. And as more customers log in to engagement portals themselves to investigate issues—-such as the EyeOnWater^® consumer engagement tool—fewer calls will come into utility customer service departments.

Prioritizing data to make a difference

BEACON SaaS empowers utilities to customize their dashboards and prioritize key data points. They can also set alert conditions to be notified of system exceptions, including continuous flow for faster leak detection that can reduce non-revenue water (NRW). Additionally, individuals at the utility can select the key performance indicators (KPIs) that are most relevant to their role, then have those displayed prominently whenever they log into the system.

Simultaneously, workers in the field without access to a laptop can get alerts sent by text or email for things like pressure drops, suspected leaks or temperatures that fall outside of a specified range. The SaaS solution can also reduce NRW by helping to establish a baseline for meters in a district metered area.

A checklist for evaluating solutions

When utilities are evaluating SaaS solutions, personnel should consider the following:

• What is the interconnectivity with my other utility systems?
• Does the system provide flexibility to manage multiple meter reading technologies?
• Can the system be customized to meet the needs of any utility staff?
• Does the solution offer a robust customer portal that’s easy to use?
• What level of security can I guarantee my staff and ratepayers?

Concerns over security are increasing for water utilities, so it’s no surprise that security measures are top of mind when choosing a SaaS solution. With BEACON SaaS, data is protected as it’s encrypted and securely transmitted to the system, which is ISO 27001 certified and SOC 2 examined for security, availability and confidentiality. At Badger Meter, we also operate a continuous improvement process to keep pace with any emerging threats.

By automating many tasks that were once labor-intensive, SaaS solutions allow utilities to refocus human resources to other needs. Managers immediately have more resources at their disposal to address acute problems, long-term planning and innovative strategies. The investment is an opportunity to be more forward-thinking by managing metering systems in the simplest possible way.