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AMR Implementation starts with the establishment of the Data Control Centre moving on to the establishment of the communication infrastructure and installation of the electricity and water meters. Routine tests are performed to ensure that the system is stable and is operating correctly. The accounting processes will be set up and tested before the old system is converted.

The following are some of the steps that we would recommend:

Implement Data Control Centre

Although the DCC plays a pivotal role in the operation of the system, it does not necessarily have to be manned. It can nevertheless be incorporated into a twenty four-hour help centre where the staff also handle customer queries and despatch the maintenance teams.

Because the system has so many built-in control functions, the staff can also function as network controllers. This will enhance the operation of the network, providing customers with a better service.

The help desk will inter alia do the following:

• Brief customers on how to use the function on the Customer Display
• Receive calls on power failures and despatch maintenance teams accordingly
• Assist customers with billing and payment problems
• Manage the load control
• Fulfil the function of network controllers.

User groups will be set up, each with a set of access rights. The loading of the database will follow.

Establish Communication Infrastructure

Once the Data Control Centre has been set up and the first electricity and water meters have been installed, the proper functioning of the communication network will be checked to make sure that every electricity and water meter is correctly connected to the Data Control Centre.

Tests will be done to make sure that failures will be reported.

Data Security & Disconnection Process

Both data security and disconnections are part of the revenue management process and it is vital to establish a firm foundation for this from the outset.

Establish Accounting & Billing Processes

Tariff options are finalised before trial billing.

Tariff schemes must be finalised and set up as a priority. This will include the standing charges and Time-of-Use rates and times.

Process & System Conversion

Most of the field work will take place during this phase.

Customers will be educated about the new system. Notices containing the following information will be distributed amongst customers before installation of the meters takes place:

• Date of installation
• Requirements for access to the property
• Brief details of customer education and when and where it will be presented
• Short description of how the work will be done.

Customer Education

Customers will be educated about the benefit, functioning and use of the new system. This should encourage them to pay for the services provided to them. Specialists will be consulted concerning the best education methods.

The education process is aimed at making customers understand the following:

• The different functions of the new metering system
• The different tariff options and the costs associated with each
• The different account options and how it will affect customers
• The different payment options
• What will happen if a customer defaults with payments and if fraud is committed?