Training on Water Metering, Billing,
Revenue Management and Customer
Service
1. Objectives of Training
Water Metering
- Enhance understanding of different types of water meters, their functions, and
applications.
- Build capacity in meter installation, calibration, reading, and maintenance.
- Promote accuracy in water consumption measurement to minimize losses and disputes.
- Strengthen knowledge on detecting and addressing meter tampering and faults.
Billing
- Develop skills in generating accurate and timely customer bills.
- Improve knowledge of billing systems, processes, and technologies (manual & automated).
- Reduce errors and customer complaints through efficient data management and
verification.
- Enhance transparency and accountability in billing practices.
Revenue Management
- Equip participants with strategies for effective revenue collection and tracking.
- Build capacity to reduce non-revenue water (NRW) and enhance financial sustainability.
- Strengthen skills in customer engagement, debt management, and dispute resolution.
- Promote the use of digital tools for monitoring collections and financial reporting.
2. Training Modules on Meterg Systems and Technologies
Module 1: Introduction to Water Metering
Module 2: Types of Water Meters and Applications
Module 3: Meter Installation and Commissioning
Module 4: Meter Reading and Data Collection
Module 5: Calibration, Testing, and Maintenance
Module 6: Smart Metering Technologies
Module 7: Metering Data Management and Security
Module 8: Case Studies and Practical Sessions
3. Billing Procedures
1. 1. Data Collection
2. 2. Data Validation
3. 3. Bill Calculation
4. 4. Bill Generation
5. 5. Bill Delivery
6. 6. Customer Notification and Support
7. 7. Payment Collection
8. 8. Revenue Reconciliation
9. 9. Debt Management & Enforcement
4. Revenue Collection and Management
Revenue collection ensures money comes in, while revenue management ensures it is
accounted for, protected, and optimized to sustain water services.
Revenue Collection
- Define clear tariffs approved by regulatory bodies.
- Establish transparent billing cycles.
- Provide multiple payment channels (cash, digital, prepaid).
Revenue Management
- Daily reconciliation of cash and bank records.
- Monitor overdue accounts and apply penalties.
- Control Non-Revenue Water (NRW).
- Generate periodic financial reports.
- Use technology (billing software, smart meters).
5. Customer Engagement and Complaint Handling
Customer Engagement
- Build trust and maintain good relationships.
- Use SMS, call centers, mobile apps, and social media.
- Educate customers on tariffs, water conservation, and payment options.
- Gather feedback through surveys and community meetings.
Complaint Handling
Steps in Complaint Handling:
1. Receipt
2. Registration
3. Acknowledgment
4. Investigation
5. Resolution
6. Feedback
7. Closure
6. Non-Revenue Water (NRW) Reduction
- NRW is the difference between water produced and water billed.
- Components: Physical losses, Commercial losses, Unbilled authorized consumption.
Strategies
A. Technical Measures: Leak detection, pressure management, preventive maintenance.
B. Commercial Measures: Meter testing, billing accuracy, smart metering.
C. Administrative Measures: Enforce policies against illegal connections, community
education.
D. Monitoring & Analytics: SCADA, GIS, predictive analytics, IWA water balance.
