The Real Takeaway? Start With The Customer
Over two packed days, the recurring theme was clear: smart metering works best when designed around the customer. We saw how utilities that embed smart data into customer journeys are already reaping the rewards. Others are just beginning.
Smart Metering as a Catalyst for Organisational Transformation
It’s clear that smart water metering represents more than just a technology upgrade—it’s a generational transformation. A recurring theme throughout the conference was organisational redesign and change management. Several leading utilities shared their ongoing journeys towards new operating models—particularly the development of digital operations centres, real-time monitoring capabilities, and integrated customer engagement strategies. These are not just technical shifts, but deep structural transitions that signal a new era of utility management.
No Standards, No Scale: The Urgency of Alignment
Standardisation emerged as a mission-critical theme. Without shared data frameworks, utilities risk vendor lock-in, data fragmentation, and inconsistent customer experiences. We’re exploring the potential for a dedicated online conference on this issue.
Building The Business Around The Customer, Rather Than The Meter
We also heard from several leading water utilities that are actively reshaping their operations to embed smart meter data into the heart of the customer experience—proving that when used effectively, data can be a powerful enabler of engagement and trust. That said, this forward-thinking approach is not yet industry-wide. Insights from the Q&A sessions—and more than a few shared war stories—made it clear that many utilities are still in the early stages of aligning smart meter data with meaningful customer experience design.
This gap led naturally into one of the event’s most compelling and widely echoed themes: workforce transformation. A dedicated roundtable session explored the evolution of skills required to deliver smart-first operations, and the message came through loud and clear. Whether it’s field technicians adapting to digital diagnostics or back-office teams interpreting real-time data, the sector is undergoing a major human capital shift. Success, as many speakers affirmed, won’t hinge on technology alone—it will depend on how well organisations reskill, retrain, and realign their people.
The consensus was unanimous: workforce change is the critical enabler of smart metering success.
Do Less, Do It Better, Then Scale
Speakers consistently urged caution: don’t try to do everything at once. Plan smart. Phase deployment. Stay agile. A 10–15 year horizon is realistic.
From Satellites to Cybersecurity: Tackling Infrastructure at Scale
We also delved into the technical backbone of smart water metering—examining the critical networking and communication challenges that can make or break a deployment. From ensuring reliable access to metering data in remote or hard-to-reach locations, to navigating the intricacies of connectivity, the conversation was both deep and solution-oriented. Delegates heard about a range of strategies—from tried-and-tested IOT networks to advanced satellite technologies now gaining traction globally.
But the conversation didn’t stop there. The scope of discussion stretched across the full digital value chain—from infrastructure resilience and supply chain continuity, to customer-facing innovation.
Speakers looked ahead to what’s next: personalised tariffs, intelligent digital alerts, and advanced customer segmentation tools designed to deliver hyper-relevant engagement.
Once again, the takeaway was clear—smart water metering success will rest on the industry’s ability to integrate technical reliability with customer insight and operational adaptability.
Data Is Useless Unless It Drives Action
A particularly memorable analogy surfaced more than once during the presentations and panel discussions: smart metering was compared to dietary advice. Several speakers pointed out that while there's no shortage of data on how to reduce water consumption—just as there's plenty of guidance on how to lose weight—widespread change doesn’t always follow. In fact, the same analogy was shared at a recent oil and gas conference, where participants were debating how to use operational data more effectively, including for automating field assets.
What emerged clearly across sessions is that data alone isn’t enough. Presenters and delegates consistently highlighted that the real value of smart meter data depends on whether utilities have the systems, processes, and engagement models in place to act on it. Without that, insight risks going underutilised.
This theme came up repeatedly—whether the focus was on board-level strategy, designing better customer journeys, or equipping field teams with decision-making tools. Across the board, the message was the same: smart metering is only as powerful as the operational response it enables.
Commercial Customers: The Smart Metering Gap
One data point sparked particular discussion: non-household premises account for just 1% of water connections, yet they consume 30% of England’s water. And despite this significant consumption, many speakers pointed out that the current smart metering model is still failing to fully address the operational and commercial needs of this customer segment.
In his session, Kye Smith directly challenged the assumption that smart metering alone is the solution. For the non-domestic market, he argued, a different approach is needed—one that prioritises targeted rollout, more coherent retail mandates, and a sharper commercial focus on how data is used.
Speakers across the conference echoed this sentiment: business customers are not motivated by the same triggers as households. Behavioural nudges and generic messaging won't work. Instead, non-household customers need real-time data that offers operational efficiency, cost visibility, and measurable ROI.
Ultimately, the issue is not with the meters themselves, but with how the sector is deploying and integrating them within a commercially viable framework.
A Once-in-a-Generation Opportunity
As one attendee put it: this is the transformation moment for the water sector. Not just for devices—but for customer strategy, workforce capability, and systemic resilience.
Get the Whole Picture: Full Report, Slides, Videos
A full post-conference package—including curated analysis, full transcripts, presentation slides and all recorded video content—will be available from Monday, 31st March 2025. This includes every talk and Q&A session in full.
Explore the website for speaker snapshots—or download the full report for deep dives into every session. See you at Smart Metering 2026.
Gary Adams — Head of Retail Operations and Smart Transformation at Northumbrian Water Group (NWG)
- Gary made one point abundantly clear: installing a smart meter is not a technical formality. It is a strategic moment of truth — a customer experience touchpoint with the potential to strengthen or undermine brand value.
Reflections and Lessons Learned
- Strong senior sponsorship is essential
- Cultural change is slower than technical implementation — and often more emotional.
- Pilots should be followed by strategic pauses — allowing time to absorb, reflect, and scale
- The original vision was too ambitious — it had to be phased, and that’s not a failure, but wisdom.
H V Aparicio, Deputy Director of Commercial Services Canal de Isabel II
Top Takeaways
- Smart metering is a data-driven, customer-first utility strategy — not just a tech upgrade.
- Real success lies in translating billions of readings into practical, visible customer value.
- Timely implementation hinges on internal transformation: from procurement and warehousing to data governance and customer engagement.
- Open standards (like NB-IoT) and flexibility in supplier relationships are essential for long-term resilience.
- The next challenge is scaling smart operations without losing sight of inclusivity and user experience.
Adam Smith, Head of Asset Management and Water Quality, Yorkshire Water
Key Takeaways:
- Start before you're ready — perfect systems aren't a pre-requisite for real-world benefits.
- Design for scale and learning — agile delivery trumps gold-plated planning.
- Customer co-creation works — employees and their families helped shape a better experience.
- Smart metering is a business-wide catalyst — forcing improvements in data, contact, and service.
Alex Rosenbaum, PR24 Portfolio Strategy Manager, Anglian Water
Dr Michael Bold, Smart Metering Manager, United Utilities
- Alex delivered a high-level overview of how the water sector can ready itself for large-scale smart meter rollout in AMP8.
- Alex outlined core delivery risks, including supply chain constraints, workforce gaps, and IT infrastructure limitations. He emphasised the need for proactive planning, regulatory flexibility, and collaborative partnerships across utilities, regulators, and tech providers. Smart metering, he argued, must be integrated with broader network systems to unlock real-time insight, predictive analytics, and eventually autonomous water grids.
- The talk called for industry-wide data standardisation, AI integration, and smarter investment strategies to shift from reactive maintenance to proactive asset management.
Ehab Basuoni, Head of the Water Meter Section, Aqaba Water Company, Jordon
Dr Michael Bold, Smart Metering Manager, United Utilities
Dr Michael Bold, Smart Metering Manager, United Utilities
- In a measured and thoughtful presentation, Ehab from Aqaba Water Company gave a rare window into the challenges of deploying smart metering in extreme water-scarce conditions. Jordan is one of the driest countries in the world, and in the city of Aqaba—though lucky to have relatively stable water supply—every drop still counts.
- The project started with urgency and ambition. Yet, as the speaker candidly admitted, early overconfidence in rapid deployment created real difficulties, particularly in training staff to work with new smart meter technologies.
- NRW reduced by up to 50% in some zones through basic meter upgrades alone.
- DMA segmentation (from 15 to 42 zones) was critical for control and data integrity.
- Illegal use remains the #1 challenge—not technical, but behavioural and economic.
Dr Michael Bold, Smart Metering Manager, United Utilities
Dr Michael Bold, Smart Metering Manager, United Utilities
Dr Michael Bold, Smart Metering Manager, United Utilities
- Michaels presentation underscored a critical point: the tech works, but people and process must catch up. United Utilities is investing in cultural transformation as much as infrastructure. Model offices, smart control centres, and proactive demand insight teams are all part of the plan. And to tackle public perception, they’re offering customers a “lowest bill guarantee”—installing meters without enforcing measured charges, unless the customer benefits.
Key Takeaways
- United Utilities will install 1 million smart meters in AMP8—up from 180,000 in AMP7.
- Data volumes will grow from 6 million reads to 9 billion annually.
- Outsourced delivery model centralises accountability with one provider.
- Smart meters enable more granular leak detection and targeted customer engagement.
- The bigger challenge is cultural: aligning field staff, call centres, and operations to a smart mindset.
Emily Fenton, Senior Programme Manager, Netmore IOT Solutions
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
Adrian Sutor, Water Distribution Supervisor, City of Walla Walla, Washington, United States
- Emily from Netmore delivered a fast-paced, insightful presentation on smart metering rollout, sharing lessons from their collaboration with Yorkshire Water. Making the case for a “network-first” deployment model—prioritising infrastructure before meters—and championed a clustered installation strategy for maximum efficiency. Emily also acknowledged challenges like logistics, signal issues in deep chambers, and complex stakeholder coordination. She stressed the need to test, adapt, and empower frontline teams while always planning for scale. The talk closed with a call to use metering infrastructure for broader IoT gains—from leakage detection to site security. The session’s Q&A revealed lingering gaps in connectivity, adoption, and customer experience—sparking several new lines of inquiry for future exploration.
Adrian Sutor, Water Distribution Supervisor, City of Walla Walla, Washington, United States
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
Adrian Sutor, Water Distribution Supervisor, City of Walla Walla, Washington, United States
- Faced with water losses of 34% and corrosive soils attacking poorly selected steel pipes, Walla Walla went beyond meter accuracy. They installed towers double the vendor’s recommended height for AMI reads, reaching 95% of their network, and achieved over 99.8% data collection success. Meters were moved to public rights-of-way to clearly separate utility and customer responsibilities
Key Takeaways
- AMI can support real-time pressure, flood, sewer, and chemical monitoring—not just billing.
- High-quality device management is critical and easily overlooked.
- Investment in infrastructure and staff upskilling pays off.
- Don’t wait for regulators—be brave, vote for your own upgrades.
- Customers won’t always change behaviour just because they have data.
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
- The presentation had a two-part structure: first, a tour of smart metering initiatives across Queensland’s councils, and second, a deep dive into an innovative research project on time-of-use (TOU) tariffs from Hervey Bay, a coastal town where David previously led water operations
Key Takeaways
- Smart metering enables targeted, data-driven engagement, not just blanket policy tools
- Peak demand is highly concentrated — often solvable through focused behaviour change.
- Local government-run services need bespoke approaches, not one-size-fits-all tech.
- Infrastructure savings come from customer partnerships, not just capital investments.
Rick Hanks, Head of EMEA Smart Metering Practice, Accenture
Rick Hanks, Head of EMEA Smart Metering Practice, Accenture
David Wiskar, Program Director, Queensland Regional Water Alliance Program (QWRAP), Queensland
- Rick opened with the candid truth: if you think smart metering is about meters, you’ve already missed the point. Meters are just the gateway. The real value lies in the data, insight, and operational transformation they unlock—if done right.
- In a frank reflection on decades of smart metering deployments, Rick drilled into real-world operational issues: overlooked training, supply chain mishaps, data reliability gaps, field force fatigue, and the critical need for post-installation support. In one cautionary tale, a poorly trained QA team triggered mass alarms just by inspecting meters too eagerly—an “analogue” consequence of a digital deployment.
- He stressed that radio comms are inherently imperfect (expect ~4% failure), which demands robust SLA monitoring, operations centres, and continuous improvement from day one—not “when things go wrong.” Crucially, once go-live happens, the project team disappears. If the organisation hasn’t culturally absorbed the new tools and workflows, failure is just one glitch away.
Rob Spurrett, CEO & Co-Founder, Lacuna Space
Rick Hanks, Head of EMEA Smart Metering Practice, Accenture
Shahram Mossayebi, CEO & Founder, Crypto Quantique
- There’s nothing quite like having your worldview (and orbit) expanded by someone from the space industry. Rob opened by admitting his mission was clear: to convince attendees that satellite-based LoRaWAN is not only technically feasible, but commercially viable, and more relevant than many in the utility sector realise.
We heard compelling case studies:
- Dubai Electricity & Water Authority, who abandoned their in-house satellite plan to partner with Lacuna.
- Wales County Council, who replaced bucket-based water quality sampling with low-cost, satellite-connected sensors.
- Peatland monitoring in Indonesia, where data on soil moisture enables access to carbon credits.
- Precision agriculture, the company's core commercial base, where nitrate and water monitoring optimises fertiliser use.
Shahram Mossayebi, CEO & Founder, Crypto Quantique
Rick Hanks, Head of EMEA Smart Metering Practice, Accenture
Shahram Mossayebi, CEO & Founder, Crypto Quantique
- With looming EU regulations (Cyber Resilience Act, RED), smart meters are now classed as critical infrastructure. Attackers are watching. One U.S. company lost 3.8 million users because of weak device-cloud authentication. Shahram’s call to action? Let security specialists handle device protection—so water companies can focus on value creation and customer trust.
Key Takeaways
- DIY cybersecurity is a liability
- Outsource device security to experts now
- Regulations are coming fast.