The City of Chicago's Department of Water Management is improving the way water meters are read. The next big step is to use technology to automate the reading of meters. This offers a number of advantages to the water customer and the Department.

Over the next 3 years the Department will be installing Automatic Meter Reading (AMR) devices on over 162,000 existing water meters. This information package is kicking off AMR installation services in our area. The package contains valuable information about how this new system works, how it affects services to you and how you can set an appointment for this work.

This represents a step forward for us as a city and for each customer of the Department of Water Management. It will result in greater efficiency, accuracy and convenience for all of us.

One feature of this program will be visible on your bill as the department measures usage
in gallons rather than cubic feet. This is a valuable change and should make us all more
aware of just how much water we are using.

Read more about the AMR Project, including a letter from the Water Commissioner, Benefits to Customers from Automatic Meter Reading Technology and Frequently Asked Questions.

Dear Water Customer,

I am very pleased to tell you about a new initiative for reading water meters. There are a number of things you should know about this project and I hope this packet of information provides all (or most) of the answers.

Over the next 3 years Automatic Meter Reading (AMR) devices will be installed on all existing water meters throughout the City of Chicago. For you, this project offers a number of immediate benefits:

• Bills will reflect actual readings, not estimates.

• Automated readings are 100% reliable and accurate.

• Meter readings will be obtained without gaining access to your property.

• Additional data is gathered to help with early detection of possible leaks, which if undetected, waste water and cost you money.
  

• Meter readings and billing units are being changed to gallons from cubic feet to help us better understand how much water we are using.
  

Indeed, all Chicagoans will benefit. This technology will save money in manpower and customer service resources currently dedicated to meter reading. And by using water more wisely, we will be able to preserve our natural resources for now and the future.

Professional Meters Inc., our service representatives will be in your neighborhood soon to being installation work. If your meter is located inside the building, please schedule an appointment for this work. Please call them at 1-888-517-8883 Monday through Saturday from 7 AM to 8 PM. Appointments are available Monday through Friday from 8 AM to 5 PM or evenings and Saturdays from 8 AM to Noon to meet your needs. Appointments are set on a two hour window to minimize your waiting time. When you make an appointment, we ask that you keep it. If you cannot keep your scheduled appointment, please contact them a few days in advance so your time slot may be used by another customer.

The program of AMR installation is mandatory, but it will be a valuable enhancement of service to you. The last page of this package provides you with contact information to answer any additional questions or should you need assistance before, during or after the AMR system is installed.

We appreciate your time and attention in reviewing this material so you can see how we plan to serve you better.

Sincerely,
John F. Spatz, Jr.
Commissioner

Benefits to Customers from Automatic Meter Reading Technology

There are many reasons to welcome Automatic Meter Reading (AMR) technology.  These include:

• We will not need to access your building to obtain regular readings.

• Your meter readings will be accurate, not "estimated" when we send your regular bills.
  
  
• You will not be surprised by adjustments based on "actual readings."

• Your water use and billings will be based on gallons, rather than cubic feet. This will help you understand how much water you are using.
  

• The City will be able to note if water use suggests an undetected leak on the property that wastes water and costs the customer money.
  

• There will be no more waiting for a final reading of the water meter prior to selling property. Full Payment Certificates will be issued promptly.
  

This is a meter equipped with AMR transmitter. Transmitter is located on the exterior of the building under the cover plate shown below.

This 4 1/2" by 5 1/2" cover holds and protects the transmitter.

Frequently Asked Questions

Overview of the Automatic Meter Reading (AMR) Project

1. What is AMR?
   AMR stands for Automatic Meter Reading. The Department of Water Management (DWM) will be installing electronic transmitting devices on all existing water meters in order to provide better service to our customers. Once the transmitter is installed, customers can be assured of a timely and reliable reading resulting in an accurate bill without having to provide access to meter readers.
   
   
2. Why is DWM doing this project?
   We are doing this to enhance service to our customers. More and more customers are not at their property to let the meter reader get a reading from the meter. Over 25% of the bills issued by DWM are based on estimates. Manual readings are very expensive to collect and any reading errors result in an inaccurate bill. Automatic meter reading will produce a 100% accurate bill more reliably than the current meter reading process and the reader will not have to access the property for regular readings.
   
   
3. What will it cost the customer?
   The AMR equipment will be installed at City of Chicago expense. The cost of the work is already included in your rates and there will be no special charge.
   
   
4. Will I get a new meter or just a device put on my old meter?
   About half of the accounts will get a new meter, and the rest will simply get an electronic transmitter.
   
   
5. Why is the Department converting to gallon measurement meters?
   A gallon is a unit of measure that we more readily understand. We use gallons as a measure everyday. The better we understand how much water we use, the more wisely we will use it. When a customer sees their bill for 2,000 cubic feet of water it has very little meaning. However, when that same usage is expressed in gallons, 15,000 gallons in this case, the customer may be surprised at the number. That is exactly what is needed in order to ensure we have sufficient quality water supplies now and for future generations. By replacing all of our water meter and meter registers with the AMR project we had an excellent opportunity to make this strategic change.
   
   
6. What does the equipment look like?
   The water meters will be similar models to those currently used by the Department. The meter register will look similar to the manual read registers, but contain electronics for encoding the meter reading to prepare it for collection and radio transmission. The electronic transmitter, which collects and transmits the meter reading is contained in a small tube about 1 3/4" in diameter and 4 inches long. When it is placed on the exterior of the building, a cover will be installed over the tube. The meter and outside transmitter will be connected by a thin wire, about the same thickness of a phone wire. The device contains electronics for collecting and transmitting readings from the meter and two lithium batteries. The devices meet all FCC requirements and will not interfere with any other electronic devices that the customer may have.
   
   
7. What happens if I don't participate?
   This project benefits you and all of our customers. For the project to work best, 100% participation and timely cooperation is required. We ask that you participate within 30 days of receiving notices that we are in your area. Appointments are provided to suit your busy schedule. Any plumbing or access problems must be addressed quickly by you.  If you choose not to participate, your water service may be terminated and you may be subject to other service charges.
   

   How Installation Services Work

8. Where is my water meter located?
   About 60% of the meters are located inside the building in the basement or in a utility room. The remaining 40% of the meters are located in underground pits or vaults near the street. Customers with indoor meters will need to be at the property when the work is performed. An adult must he present to let the installer into the building and authorize the work.
   
   
9. I have a meter located inside my building, what work will be done at my property?
   The installer will replace your meter if needed and install the transmitting device on the exterior of the building. The transmitter will be installed about 3 feet above grade at or near the same location as your existing remote readout device, should you have one. A thin wire will be run between the transmitter and the meter. A small hole will be drilled through the building to run the wire. The hole will be filled with caulk. The wire will be secured to prevent any sagging. The installer will review with you the location of the transmitter and the wire run before installation starts. A small amount of water will be run through the meter to test the installation. You will be offered to sign the work order. A card will be left with the installer's name and contact information should you experience any problems after the installation, such as a leak or low pressure. Call them immediately if you feel you have any problem due to the installation. If your meter is outside, you will be notified that we are about to undertake the work, and your water will be shut off for about ten minutes as we complete the installation.
   
   
10. Is there anything I have to do to prepare for the installation?
    Please make sure that there are no obstructions around your meter. Move any materials that may hamper access to the meter. If there are any structures or barriers around the meter that prevent the performance of this work, you will be required to remove such barriers. If piping around the meter is leaking or is corroded to the point that it may leak when service work is performed, you will be required to make repairs. These problems must be addressed within 30 days of notification.  If not, you may be subject to service termination to ensure these problems are resolved.
    
    
11. How do I make an appointment?
    If your meter is located inside the building you may call Professional Meters Inc. toll free at 1-888-517-8883 Monday through Saturday 7 AM to 8 PM to set an appointment. Appointments are available during Monday through Friday from 8 AM to 5 PM, evenings and Saturdays from 8 AM to Noon to meet your needs. Appointments are set on a two hour window to limit your waiting time. When you make an appointment, we ask that you keep it. If you cannot keep your scheduled appointment, please contact them a few days in advance so your time slot may be used by another customer.
    
    
12. I have a meter located outside the building, what work will be done?
    Unless there are special circumstances, you do not have to be at the property when service work is done. The AMR transmitter will be installed along with a new vault lid. In some cases a hole will be drilled in the vault lid and the transmitter is installed through the hole. Water will be shut off for a brief period of time, if a new water meter must be installed. You may notice a slight discoloration in the water or noise as air in the lines passes through plumbing fixtures. This is normal and will go back to normal after water is run for a few minutes.
    
    
13. Will plumbers be doing the work?
    Professional Meters, Inc. (PMI) will be working with Chicago plumbing contractors to provide installation services.  Wherever it is necessary to use a licensed plumber, only a plumber will do the work. Some of the other jobs will be carried out by fully trained and qualified non-plumbers.
    
    
14. Will anyone else visit my property?
    Yes. During the installation process a quality inspection will be conducted on some of the properties. Inspections will be done by either PMI personnel of by DWM's AMR Project quality assurance staff. The quality check will start before the installer leaves the property. It will be completed quickly to avoid any further delay to you.
    
    
15. What is being done to protect the customers from impostors or other security issues on this project?
    All field personnel used on the project must complete an extensive background check, including finger printing.  Background checks are being done against a national database. The DWM will be issuing picture ID badges. Installers will be wearing uniforms and driving company vehicles with company logos. Pictures and descriptions of field personnel will be on the DWM's web site for confirmation purposes. This same information will be provided to the police stations in the area where work is being performed.
    

    How the New AMR Technology Works

16. How does the AMR System work?
    The water meter is connected to a transmitter on the exterior of the building by a thin wire. The transmitter collects the usage from the meter every hour. The transmitter sends its reading signal every 4 seconds, which is picked up by a reading computer located in a vehicle when driven past your property. The computer contains your account's reading information and only collects the readings that it has been assigned to collect.
    
    
17. How do I know that you have my reading and not some one else's?
    The transmitter installed on your property is specifically coded to your account and meter serial number. When your account information is loaded into the reading computer, only the reading from your account is accepted and passed along to the billing system.
    
    
18. Will the AMR device interfere with cell phones, garage door devices or other electronic signals?
    No. The devices are fully compliant with all FCC regulations and will not interfere with any other radio signals.
    
    
19. How do you know that my reading is accurate?
    The metering equipment used by DWM meets all quality and accuracy standards established by the American Water Works Association. The transmitter collects the reading from the meter every hour. The meter register actually reads the dials within the register by using a series of light emitting diodes that know the position of the register dials. These reading electronics cannot mistake one number for another, which can happen when reading dials manually. The transmitting device can only transmit the numbers that it records, thus the reading is 100% accurate.
    
    
20. Will the AMR system need maintenance?
    The reading system is fully electronic and needs very little maintenance. The failure rate of the system's electronics is well below 1 % per year. If the wire between the meter register and the transmitting device is cut, it will need to be repaired. The water meter is a mechanical device and will need replacement or repair as it ages to maintain accuracy. If any repairs are needed, they must be done quickly so that you get the benefits of the AMR system. Your cooperation in letting service workers do their job is appreciated. If you cause any damage to the metering system, even accidentally, you may be subject to service charges to complete repairs.
    

    What Happens after Installation Work is Completed?

21. What happens if I have a problem after installation?
    If you have a leak, low pressure or some other problem as a direct result of installation services within 90 days of the work being performed, call PMI at 888-517-8883. For any billing problems or requests for other services provided by DWM, call our Customer Service office at 312-744-4426.
    
    
22. Will my bills go up?
    The answer depends on several factors. If you have been getting estimated bills, because we couldn't gain access to your meter, you may get bills that are higher, or lower, because bills are now based on an actual reading. If you have an old meter that has been under-measuring your water usage, future bills may go up to reflect actual usage. If you had a remote reading device that needed repair, your bill may also change. These are changes based on getting more accurate information on your actual usage. Your water rate does not change.
    
    
23. If my meter was running slow, will I have to pay for past water usage that wasn't properly measured?
    No. We consider this a fresh start and you need not worry about that. We will only bill for water that was registered by the meter.
    
    
24. Will the billing frequency change?
    No, you will continue to receive your bill on the same frequency. However, there may be an adjustment as to when you will receive your first and subsequent bills after the AMR system is installed, as reading routes are re-adjusted. You will receive information explaining any changes to your current billing schedule. We plan to read all accounts on a monthly basis to gather additional meter reading data that can be use for leak detection purposes. However, for the time being, the billing frequency will remain the same.
    
    
25. Who should I call if I have a billing question resulting from the AMR Program?
    If you have any billing questions that may have resulted from the installation of the new meter, please call Customer Service at 312-744-4426.
    
    
26. How do I know if higher usage may be a result of a leak in my plumbing system?
    The transmitter is designed to set a signal that is picked up at the time of meter reading if there is never a two hour period where there is no usage.  The most difficult leaks to detect are the small ones that grow over time. A leak in a toilet or faucet can use hundreds of gallons of water per day. A quick way to check for leaks is to turn off all fixtures in the property. When all faucets and hoses are off, watch the meter. If it is registering usage while all of the fixtures are off, then you have an undetected leak. Visit our website to obtain further steps for detecting leaks around your house. If your meter is located in a vault with a locking lid, you will need our assistance for this check.
    
    
27. Is this going to lead to universal metering?
    The Chicago Water Agenda calls for universal metering, and that is the eventual goal. There is no set timetable for this, and the current technology rollout involves only properties already metered. Having a tested and reliable AMR system in place is an essential foundation for universal metering.
    

Automatic Meter Reading (AMR) Project Description

Work: The Department of Water Management will install Automatic Meter Reading (AMR) technology on 162,000 existing water meters throughout the City of Chicago over the next 3 years. The initial deployment of this technology will be conducted on the North side of the City and travel to the South side. Participation in this project is required for all customers with existing water meters. Your timely response to requests for appointments is appreciated.

Why: We are doing this to enhance service to our customers. It will end the problem of "estimated" readings which are often inaccurate and subject to later adjustment and surprises for customers. We won't have to get into your building to read the meter. It will also allow far greater efficiency in collecting readings and will mitigate future rate increase. It will promote conservation.

How: An employee of a City of Chicago contractor, Professional Meters (PMI), will make an appointment with the property owner. A transmitter will be placed on the exterior of the building and connected to the meter by a thin wire. In the case of a meter already located outside the building (in a meter vault), there will be no need to make an appointment, but we will notify the property owner of our work so there are no surprises.  The transmitter will be either attached to or through the meter pit lid. The readings from the transmitters will be collected by a reader driving by in a vehicle. If you have an inside meter an adult 18 or over must be present. Also please make sure the area is clear around the meter to perform this work.

Appointments: Installation will be carried out with the customer's convenience in mind.
Property owners with inside meters may start making appointments when this letter is
received. Appointments are available during regular hours, Monday through Friday from 8 AM to 5 PM on a two hour window. Appointments are also available evenings and Saturdays from 8 AM until noon. Call 1-888-517-8883 to set an appointment. The work should take about 30 minutes in most cases, with water interrupted for about ten minutes.

Cautions: Always inspect the identification cards of installers.  They will have picture IDs issued by the Department of Water Management.  You may verify a worker's identify on our website or by calling the Department's Customer Service Office at 312.744.4426.  If you have any doubts, please call 911 and ask that a police officer respond before you let the worker in.

Contact Information 

To avoid delays in service, notices left at your property will provide the appropriate contact phone numbers. Use those specific contact numbers first to take care of the issue.