1. A proposition for Nairobi Water
How meter readers using IDEOS smartphones can improve meter
reading performance and customer management .
This can increase revenue and reduces losses, help to control
leakage and strengthen the company’s human resources.
2. An overview
• This proposal looks at how, by giving meter readers
smartphones, Nairobi Water could strengthen its financial
position and customer management.
• This is based on experience in other countries in Africa and
on software being developed by SeeSaw.
• A range of functions are possible, from basic SMS up to
sophisticated performance tracking of individual meter
reading staff.
• The beauty of a software as a service (SaaS) approach is
that these functions can be introduced and updated over
time, allowing staff and systems time to adapt and making
sure that real improvements are made ‘on the ground’.
8. A 2012 technology
Cheap & staff already use at home. Bought
from Safaricom. Software can be improved over
time & updated remotely
9. In summary
DataloggersSmartphones
vs
Cost a lot, do one thing Are cheap and versatile,
well. Are not intuitive do many things.
Kids can use them
10. DataloggervsSmartphone
Desired functions Data logger Smartphone
Digital meter readings Yes Yes
GPS Usually Yes
Real-time communication Not often Yes
with database
Can send SMS No Yes
Familiar to meter readers Not always Yes
Cheap No Yes
Can be replaced locally Not usually Yes
Can take photos No Yes
Versatile, offer other No Yes
functions
Can make phone calls No Yes
14. One Datalogger Ten Smartphones
vs
And as Safaricom sell you the phone, you don’t
need to order spares, replacements or repairs
from Germany, the UK or elsewhere
15. Management potential
Whereas data loggers usually plug directly
into the IT system of a utility, bypassing
management ...
... mobile-to-web systems can ALSOoffer
managers a simple dashboard to oversee
performance.
17. Disadvantages
- manager relies on IT staff for info
- there is no ‘real-time’ information
- it is hard to cross-check the reports
from IT against field data from the meter
readers
- the information is neither user-friendly,
nor there “when you want it”
18. Web dashboard
Person / manager
IT system, accounting staff
19. Management benefits from :
- real time information, so no lag-time on
seeing performance
- no-one else ‘filtering’ the information
- more accountability in system
- the ability to easily cross-check reports
against data from the field
- user-friendly system; no IT skills needed
21. Functionality offered by SeeSaw
• Basic function
– It may be a good idea to start here while meter readers
get used to the system and it is piloted
– Other functions can be added later, easy from an IT
standpoint
• Second tier functions
– These use attributes that smartphones have (and many data
loggers do not). The functions could be easily and quickly
incorporated. They would require some change to meter
reading ‘habits’
These require more
• Intermediate functionality elaborate changes to
• Advanced functionality meter reader routines
and more links into the
• Future possibilities existing software and
systems of the utility
22. Basic Function
Meter reader enters ID, Either,
IT IS STORED ON PHONE &
meter number & meter DOWNLOADED LATER
reading
&
Or,
ID: IT IS SUBMITTED BY SMS OR 3G
345 NETWORK (ANDROID APP)
Meter: TO HEADQUARTERS
1234567 (depending on whether real time
Reading:
information is needed, the network
4500 coverage, cost of data and the HR
system in place)
24. Basic Function
The advantage of basic functionality, to begin
with, is that it does not require large change
management within the organisation or to meter
reader habits.
Once the ‘system’ has been
absorbed and accepted by the
staff, it is easier to add other
functions, using the same
phone and same underlying
software.
25. Second Tier Functions
Meter reader takes GPS Meter reader takes a
co-ordinates photo of the meter & its
location
26. Second Tier Functions
Meter reader can
E.g. The meter does
submit information not work,
relating to a faulty there is no meter,
meter, a leak or a an illegal connection
range of abnormal is suspected, there is
a serious leak
situations
27. Web Dashboard
- Any manager can login to the web-based platform
that collects the data and see, real-time, what the
situation is.
- The system can import data (e.g. from billing or
customer management systems) which allows easy
data cleaning
- Patterns and trends are easily seen
- The system can export data, so it can be used in other
systems and software packages (i.e. no need to
overhaul the IT system)
30. Other functionality offered by SeeSaw
There are a range of other possible functions,
which would require more integration into the
existing IT systems of Nairobi Water, but which
could still be delivered fairly easily.
– Intermediate functionality
– Advanced functionality
– Future possibilities
31. Intermediate Function (1)
The meter reader
can check the E.g. By using an application on
the phone to check the
customer customer database - the
information in the meter reader discovers that
database to see if it the meter is registered to the
old owner of the house.
is up to date and
correct The meter reader can, directly,
capture the details of the new
This allows rapid owner and transmit these to
and easier Nairobi Water.
data cleaning
32. Intermediate Function (2)
The meter reader E.g. As the meter reader
can check the real- enters a meter reading for a
given meter – a warning
time billing data to comes up on his or her phone
see how much the that this customer owes more
customer owes than 50 000 KSH and has not
paid their bill for 6 months.
This allows direct The meter reader can,
action and directly, take action – such as
disconnection, final payment
reminders notification by SMS or other.
33. Advanced Function (1)
• As the meter reader enters the data, it
compares this against historical information
for that meter (as well as comparable houses
nearby)
• It can then provide a warning if consumption
indicated is outside reasonable bounds
• The system asks the meter reader
“are you sure?” and forces them to double-
check their reading
34. Advanced Function (2)
A photo is taken of the meter being read, which
allows two things:
– a visual, date-stamped record of the meter
reading at a particular time, helping to resolve
queries, errors.
– via photo-recognition software, a
cross-referencing of the meter reading being
entered and error warning messages.
Although not all meters will be able to be ‘checked’ in this way, this
should improve over time and tracking the performance of
individual meter readers in this regard could be considered one
performance indicator.
35. A medium-term option:
Staff management tool
• It will be possible to use certain metrics
recorded on the phone to track the
performance of individual meter reading staff
– Over time this will allow Nairobi Water to better
manage its meter reading staff
• Identifying those that need ‘further training’
• Benchmarking good performers versus poor performers
• Providing a baseline for disciplinary action against staff
engaged in undesirable activities
SeeSaw is currently working on developing a benchmarking system that
could be rolled out later, using information already collected by the system
36. Other possibilities
• New customers can submit a request for a
new connection by talking to meter reading
staff, who open an application on their phone.
This captures customer information, M-Pesa
or other details and GPS co-ordinates of the
house
37. Other possibilities
• A management dashboard that allows managers
to visualise meters with particularly high or low
usage
– (both on a list and on a map, allowing comparison
these to neighbouring houses)
• The system can show consumption of nearest five
houses (in the same tariff band), alerting the
meter reader if consumption is conspicuously
high or low
38. Other possibilities
• Water usage trends in a neighbourhood can
be visualised over time and can be compared
to other neighbourhoods
• Bill collection trends can also be visualised
over time – distinguishing between areas that are
particularly good or poor.
• Management can see easily where
improvements are being made or
performance worsening.
39. Software-as-a-Service Packages
Functions Basic Package Second Tier Intermediary Advanced
Digital meter reading + capture by a
web-based system
Capture of additional data:
GPS co-ordinates / photo storage
Applications to report leakage,
damage, suspicious activity
System can check customer and
billing databases in real-time.
Allows for data cleaning, greater
transparency / fewer errors,
remedial interaction with
defaulters.
Tools to check meter readings are
reasonable, appropriate and ‘on-
trend’ bringing greater
accountability and responsiveness.
Managerial tools for trend analysis
and for ‘performance management’
of meter-reading staff
40. Pricing offered by SeeSaw
• Pricing is generally per connection
on the system.
• Different price packages are
available depending on the level of
functionality desired.
• Large volumes (> 10 000 connections)
attract discounts.
42. The SeeSaw philosophy
• The technology is not the ‘hard part’ – it is integrating it into the
existing systems & habits of the utility, its staff and customers
• Change management will be important – SeeSaw can help
advise on this (with learning from elsewhere)
• Starting with basic functionality and adding over time is
recommended, something that the SeeSaw’s“Software as a
Service” (SaaS) approach permits
• The philosophy is essentially the opposite of
“drop-and-go” software and IT procurement
• SeeSaw remains a partner over time – via monthly contracts.
Only if Nairobi Water are happy does SeeSaw get paid.
• Smartphoneshave three core advantages: people use them at
home, they are cheap and they are versatile
43. In conclusion ...
SeeSaw is offering a modern
technology for a modern
company
- This would complement the
other mobile phone innovations
the company has introduced
