(CORRECTED MINUTES: Pages 18 and 19 should have read that the Mount Pleasant Waterworks Impact Fee amount is $4,990 not $49.90) TOWN OF MOUNT PLEASANT, SOUTH CAROLINA WATER SUPPLY COMMITTEE Monday, October 2, 2017 Municipal Complex, Committee Meeting Room, 3rd Floor 100 Ann Edwards Lane Mount Pleasant, SC 29464 Revised Minutes Members Present: Mark Smith, Chair, Joe Bustos and Gary Santos Staff: Eric DeMoura, Town Administrator Also Present: Dionna Ebeling, Community Engagement & Communications Director; Terry Hughes, Meter Solutions Supervisor; Susan Mellichamp, Vice Chair, MPW Commission 1. Approval of Minutes from the July 31, 2017 meeting Mr. Santos moved for approval; seconded by Mr. Bustos. All present voted in favor. 2. Public Comments [None] 3. Mount Pleasant Waterworks a. Update on the Advanced Metering Infrastructure Project Dionna Ebeling, MPW’s Community Engagement & Communications Director, stated that they came before Council previously regarding the AMI (Advanced Metering Infrastructure) project. She said that MPW currently has an AMR system, which requires that metering vehicles ride through the Town and collect readings. She stated on the AMR, there have been misreads and repeat visits. Water Supply Committee October 2, 2017 Page 2 of 21 She stated that with new infrastructure, MPW recently launched the AMI project, which officially kicked off in July. She stated that she would also like to introduce Mr. Terry Hughes, who is new to MPW and is the Meter Solutions Supervisor and has vast experience with AMI and with Senses and is a great asset to the team. Water Supply Committee October 2, 2017 Page 3 of 21 She stated that the next illustration is how the new meters look and the biggest change is now you will see a small antenna out of the top of the cover, which is what MPW relies on to feed information back. She stated that the following illustration are some of the benefits to their customers. She stated that the new system will allow them to track how much water they consume hourly. She stated that currently it takes up to 45 days for readings and billing, but this system will allow them to reduce that timeframe. Water Supply Committee October 2, 2017 Page 4 of 21 She added that there are also benefits to MPW and the relationship with their customers. She stated that one of the things that MPW discussed previously is what concerns they expect to hear. She stated that this project kicked off in July. She stated there are approximately 4,000 meters that they are requiring to be manually read. She said a portion of the metering device was not delivering the reading back to the truck as they drove by, so they were physically having to send personnel out and get those readings. She said they Water Supply Committee October 2, 2017 Page 5 of 21 wanted to get those meters out of the system first, so they began installing all the new meters there first and this week, they will complete those 4,000 installs. She stated with the installation of the 4,000 new meters, there have been four landscaping issues. She stated that additionally, there have been four accounts that had issues with their consumption, which were large amounts of usage, and because of the details that the new meters are able to provide, they were able to help those customers discover where those problem areas were. She stated that of the 4,000 new meters, there have been three customer complaints, all solved within 30 minutes by Mr. Hughes. Water Supply Committee October 2, 2017 Page 6 of 21 Ms. Ebeling stated that some of the photographs are examples of landscaping issues MPW has been faced with; however, in order to resolve some of the landscaping issues, they have partnered with Pleasant Places Landscaping. She stated that MPW understands that landscaping is important to residents and wanted to be professional when handling these issues. She stated that when meter issues are discovered, MPW has Pleasant Water Supply Committee October 2, 2017 Page 7 of 21 Places Landscaping work with their customers to figure out solutions that will benefit both the customers and MPW. Mr. Santos asked if there is a size difference from the old meter to the new one. Mr. Hughes stated that the meter boxes will remain the same size. He said that MPW will not change the size of the footprint. Mr. Santos asked if there were issues with the antennas being damaged by lawnmowers. Mr. Hughes stated that they have experienced one issue only. Ms. Ebeling stated that the benefit of the new meters is that each morning Mr. Hughes receives a report; therefore, if there is a disconnect in the communication from an antenna, Mr. Hughes will see it first thing in the morning and address it quickly. She stated that MPW’s goal, when faced with issues such as landscaping, is to attempt to work with the customer directly; however, there are times when this may not be possible. She stated that in those cases, there are Town ordinances in place that will assist when dealing with these situations. Water Supply Committee October 2, 2017 Page 8 of 21 She stated that the most important portion of the new meters being a successful project is communications. She stated that MPW has expanded their communications efforts to their customers. She stated that information is updated constantly on the MPW website, direct mailings are being sent, as well as postcards. She added that MPW has a “notify me” module similar to the Town’s to sign customers up in phases to push information out to them relative to the metering project via text, email and telephone calls. She also mentioned that social media has also been very successful, and educational videos will also be posted on their website. Water Supply Committee October 2, 2017 Page 9 of 21 Ms. Ebeling stated that US Bronco Services is the contractor who is helping with the new meter project. She stated that US Bronco Services has moved a project manager to Mount Pleasant to oversee the project. She stated that the contractor is held to strict guidelines, which MPW has been very pleased with. She stated that the following map indicates where MPW will be going next. She added that MPW is completing the 4,000 meters this week, and moving into the cycle 4 portion of their billing cycle, which includes Dunes West and the northern portion of the Town. She stated that they will begin this phase on Wednesday. Ms. Ebeling stated that this will be a lengthy project and will look to the Town for guidance on how often they would like to see updates. Mr. Santos asked if MPW could provide periodic updates in order to keep apprised in the event residents have questions. Water Supply Committee October 2, 2017 Page 10 of 21 Mr. Smith asked Mr. Hughes if there are ways that the elected officials or staff are able to assist. Mr. Hughes stated that he is also the Chairman for the United States and Canada for AMI and this is his second project. He said the biggest effort is good public communications, which he believes Ms. Ebeling has done tremendously. He stated that the contractors, US Bronco Services, are required to put up a door hanger, prior to his arrival, advising the resident that he will be at the residence. He said that they are also required to again hang a door hanger advising the homeowner that they have replaced the meter or were unable to do so, and list why. He said the biggest issues relate to landscaping and he has personally attempted to visit those that have called and meet with them. He said residents have been very receptive. Kevin Cunnane, 3032 River Vista Way, stated that people have asked about the increase in their water bill. He stated that he recalls during a previous employment that old meters slow down, and when the new meter is replaced, it is more accurate. He asked if this is why people get a higher bill. Ms. Ebeling stated that some of the residents who have asked about higher bills are not on the new metering system. She stated that with the new metering system, Mr. Cunnane is correct, as with older meters, as they age, they under read, and when the new meters are installed, there is a possibility that the residents may see that accuracy improve. She stated that currently it is approximately a 1% difference nationally. She stated that they do educate their customers about this when installing their new meter. She stated that relative to recent concerns of higher than normal water bills, there have been discussions on social media, which MPW follows closely. She stated that one thing MPW does well is document all communications. She said that they also research the customers who reach out to new media or post on social media to see what has happened with their accounts. She said that unfortunately, social media has become the platform for people to say what they want and not necessarily put the Water Supply Committee October 2, 2017 Page 11 of 21 full details. She said that they do have customers that call regarding higher-than-normal bills, which are primarily due to irrigating their lawns. She stated that many of the new neighborhoods have sod installed by a professional and they turn on the irrigation system to run to ensure the grass matures. She said that residents typically do not realize how often the irrigation system turns on and off.