Pilot_Lessons_Learned_May_2026.pdf

LL-Number Problem Statement Root Cause Impact Policy Process Field Ops Technology Integration Data Quality Customer Experience Training Cybersecurity Regulatory

Commercial RFP Required Change Full Deployment Impact

LL-01

Community meetings targeted full HOAs while only 25% were pilot-eligible, limiting transparency and creating confusion

Communication strategy not aligned with eligibility segmentation logic

Customer confusion, constrained messaging, reputational risk FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE

Align outreach segmentation with eligibility logic and create tiered messaging for eligible vs future customers. Example, have a tiered engagement meeting about overall program and then more detailed meetings once an area or route are released for full deployment. Minor Risk (Fix Before Major Scale-Up)

LL-02

No AMI vendor API integration into WSSC dashboard for device health, performance, and portal statistics

Dashboard requirements not defined early;

integration not formalized

Limited operational visibility and executive reporting FALSE TRUE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE TRUE Formalize API integration requirements and define KPI reporting framework before scale. High Risk (Fix Prior to Vendor RFP)

LL-03

Customer phone and email contact data outdated or incomplete, leading to 1186 'Unable to contact' accounts mid-pilot

No structured contact data validation campaign prior to deployment

Scheduling inefficiency, install delays, call center burden FALSE TRUE TRUE FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE

Launch pre-deployment contact update campaign and implement real-time contact sync to system of record

Scale-Blocking (Must Fix Before Full Deployment)

LL-04

No dedicated AMI inquiry resource; inbox flooded and long call wait times with no AMI-specific IVR routing

AMI layered onto existing call center without capacity modeling

Customer frustration, operational overload FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE TRUE

Establish requirements in Installation Vendor RFP for an AMI installation dedicated call center, staffing model, and appointment sharing process with WSSC Minor Risk (Fix Before Major Scale-Up)

LL-05

Opportunistic installs occurred without formal coordination or billing safeguards

No defined policy for opportunistic installations outside pilot scope

Billing window disruption risk and internal coordination gaps TRUE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE TRUE Define opportunistic install policy including billing and notification safeguards with in vendor RFP

Moderate Risk (Must Fix Before Full Deployment)

LL-06

No formal training plan for new workforce on firmware/software updates and AMI processes

Training continuity not structured for long-term workforce turnover

Institutional knowledge risk and firmware mismanagement risk FALSE TRUE TRUE TRUE FALSE FALSE FALSE TRUE FALSE FALSE FALSE Develop formal AMI training curriculum and firmware governance protocol Minor Risk (Fix Before Major Scale-Up)

LL-07

Owner approval required for installs; no structured path for absentee owner properties

Pilot consent model not scalable to multi-family and absentee scenarios Install delays and coverage gaps TRUE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE Develop tenant authorization and absentee owner consent policy Moderate Risk (Fix Before Major Scale-Up)

LL-08 Commercial customer roles inconsistent (owner, manager, tenant bill payer) No standardized commercial account contact hierarchy

Scheduling confusion and miscommunication risk FALSE TRUE TRUE FALSE FALSE TRUE TRUE FALSE FALSE FALSE TRUE Standardize commercial contact role taxonomy and cleanse data Moderate Risk (Fix Before Major Scale-Up)

LL-09 LCR customers in limbo for AMI install with risk of information overload Parallel regulatory initiative not aligned with AMI rollout

Regulatory confusion and customer messaging fatigue TRUE TRUE FALSE FALSE FALSE TRUE TRUE FALSE FALSE TRUE FALSE Integrate LCR and AMI communication strategy with coordinated timelines High Risk (Fix Before Major Scale-Up)

LL-10

Install scheduling occurred outside planned release windows, causing early installs before go-live

No gating controls between scheduling system and deployment release plan

Billing misalignment and operational complexity FALSE TRUE TRUE FALSE TRUE FALSE FALSE FALSE FALSE FALSE FALSE Implement hard deployment windows and scheduling controls tied to release plan

Moderate Risk (Must Fix Before Full Deployment)

LL-11 Early AMI install required billing with AMI data before residential go-live No AMI billing transition protocol defined Billing complexity and risk of incorrect charges TRUE TRUE FALSE FALSE TRUE FALSE TRUE FALSE FALSE FALSE FALSE Define AMI billing activation trigger logic and cutover rules High Risk (Fix Before Major Scale-Up)

LL-12 Calling customers during holidays reduced answer rates Outreach timing not aligned with seasonal customer behavior

Increased 'Unable to contact' backlog TRUE TRUE TRUE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Implement outreach calendar planning and multi-channel scheduling High Risk (Fix Before Major Scale-Up)

LL-13 C2M not integrated with webforms or portal; customer updates not syncing Fragmented system architecture; no master contact governance model

Data inconsistencies and failed contact attempts FALSE TRUE FALSE FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE Define C2M as master system of record and implement real-time contact integrations

Scale-Blocking (Must Fix Before Full Deployment)

LL-14 Businesses incorrectly classified as Residential in C2M Customer class data not validated during segmentation Incorrect targeting and messaging FALSE TRUE FALSE FALSE FALSE TRUE TRUE FALSE FALSE FALSE TRUE Conduct classification audit and cleanse business vs residential segmentation Moderate Risk (Fix During Full Deployment)

LL-15

my.WSSCWater Portal allows unauthorized account linking and contact updates without identity verification

Weak identity verification controls in portal and call center workflows

Fraud exposure, privacy risk, reputational and regulatory risk TRUE TRUE FALSE FALSE TRUE TRUE TRUE FALSE TRUE FALSE FALSE Implement strong identity verification, MFA, and account update validation controls

Moderate Risk (Must Fix Before Full Deployment)

LL-16

No QC reconciliation between generated field activities and monthly deployment targets No structured QA validation before scheduling

Installation outside scope and regulatory conflicts FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE TRUE FALSE Implement monthly field activity reconciliation and QC signoff before release Moderate Risk (Fix Before Major Scale-Up)

LL-17

Multiple endpoints produced no reads after installation until field corrections were made (relocated MIUs, drilled covers, signal adjustments).

MIU placement and signal path considerations were not consistently validated during installation.

Missed reads, estimated bills, additional truck rolls. FALSE TRUE TRUE TRUE FALSE FALSE TRUE TRUE FALSE FALSE TRUE Standardize MIU placement guidelines and require signal verification during installation QA. High Risk (Fix Before Major Scale-Up)

LL-18

Resolution settings were frequently incorrect after register changes (10 vs .1 gallon, 100 vs 1000, etc.).

Register configuration rules not standardized or validated during meter/register change workflows.

Incorrect consumption readings and billing risk. FALSE TRUE TRUE TRUE FALSE TRUE FALSE FALSE FALSE FALSE TRUE

Create automated validation rules for register resolution settings during installation and import processes.

Scale-Blocking (Must Fix Before Full Deployment)

LL-19

Endpoint serial numbers were entered incorrectly in MWM and propagated into downstream systems.

Manual data entry with no validation or cross-check against device inventory.

Device mismatch, activation failures, no reads. FALSE TRUE TRUE FALSE TRUE TRUE FALSE TRUE FALSE FALSE FALSE Implement barcode scanning or automated serial number validation during installs. High Risk (Fix Before Major Scale-Up)

LL-20

Beacon AMA device details were not consistently entered in MWM, preventing data transfer into C2M.

Installation workflow missing required data entry validation prior to job completion.

Meters installed but not activated in downstream systems. FALSE TRUE TRUE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Require mandatory installation data fields and automated validation before closing work orders.

Scale-Blocking (Must Fix Before Full Deployment)

LL-21 Some endpoints were installed but not activated in the AMI network.

Activation workflow not tightly coupled with installation completion process.

Meters installed but unable to transmit data until corrected. FALSE TRUE TRUE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE Create automated activation workflow triggered upon install completion.

Scale-Blocking (Must Fix Before Full Deployment)

LL-22 Incorrect endpoint types or invalid serial numbers entered into system.

System does not validate endpoint type compatibility during entry.

Activation errors and device failures. FALSE TRUE FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Add device type validation rules tied to manufacturer inventory lists. High Risk (Fix Before Major Scale-Up)

LL-23

Some installations resulted in tamper alarms due to contractor meter swaps without proper paperwork updates.

Field changes were not synchronized with asset documentation workflows.

Asset records mismatched with actual installed meters. FALSE TRUE TRUE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Require asset record updates and documentation validation before install closeout. High Risk (Fix Before Major Scale-Up)

LL-24

Register change workflows occasionally left incomplete updates in MWM or other systems.

Register replacement procedures were not consistently executed across systems.

Inconsistent asset records and incorrect meter configuration. FALSE TRUE TRUE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Create standardized register change workflow with system reconciliation checks. High Risk (Fix Before Major Scale-Up)

LL-25

Meter vault conditions prevented signal transmission until covers were modified (e.g., drilling holes).

AMI signal propagation assumptions did not account for all vault and cover configurations.

Additional field work and delayed activation. FALSE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE Update installation design standards for vault environments and cover materials. Moderate Risk (Fix During Early Deployment)

LL-26

Bad or missing register reads required billing adjustments or manual intervention.

Billing system not fully synchronized with AMI activation state and device readiness.

Potential customer billing errors and operational overhead. FALSE TRUE FALSE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Establish AMI billing readiness criteria before using AMI data for billing.

Scale-Blocking (Must Fix Before Full Deployment)

LL-27

Some meters required replacement after installation due to faulty reads or device issues.

Installation QA process did not consistently validate meter health and read verification.

Additional service visits and operational inefficiency. FALSE TRUE TRUE TRUE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Add read verification and device validation step during installation QA. Moderate Risk (Fix During Early Deployment)

LL-28

Data synchronization delays between MWM, Beacon, and C2M created gaps in device activation and monitoring.

System integration workflows lacked automated reconciliation checks.

Delayed detection of installation errors. FALSE TRUE FALSE FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE Implement automated reconciliation reports between MWM, Beacon, and C2M.

Scale-Blocking (Must Fix Before Full Deployment)

LL-29

Customer and meter data inaccuracies exist across systems (C2M, WebPortal, InMyNeighborhood, CNS), causing missed customers, incorrect material ordering, and difficulty contacting customers.

Multiple systems maintain customer data without a single validated master record.

Missed installations, incorrect planning data, customer contact failures. FALSE TRUE FALSE FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE

Create a single master customer data source and require contractors to support customer contact data validation prior to installs.

Scale-Blocking (Must Fix Before Full Deployment)

LL-30

Process for handling customers with high water usage due to leaks during AMI implementation is unclear.

No standardized workflow for identifying and notifying customers about abnormal usage during rollout.

Customer dissatisfaction, billing disputes, potential operational delays. FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Define early notification protocol and customer communication process for high-usage/leak detection. Moderate Risk (Fix During Early Deployment)

LL-31

No standardized method exists for handling general customer inquiries related to AMI installations or account questions.

Customer communication channels and escalation procedures not formally defined for AMI program.

Increased call center burden and inconsistent customer responses. FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Establish dedicated AMI communication channels (email, phone line, website FAQ). High Risk (Fix Before Major Scale-Up)

LL-32

Approval requirements are unclear when installing AMI meters in properties where tenants occupy the property but homeowners own the meter.

Property ownership approval process not standardized in deployment procedures.

Installation delays and potential legal disputes with property owners. TRUE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE

Require homeowner approval prior to AMI installation in tenant-occupied properties and define this in contractor responsibilities. High Risk (Fix Before Major Scale-Up)

LL-33

Customer appointment scheduling procedures for AMI conversion are not standardized (frequency of contact, time of day, timing relative to billing cycle).

No defined customer outreach strategy or scheduling framework.

Inconsistent customer engagement and missed installation opportunities. FALSE TRUE TRUE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Create standardized customer contact schedule and guidelines for appointment setting. Moderate Risk (Fix During Early Deployment)

LL-34

Process is undefined for handling customers undergoing lead service line replacement during AMI implementation.

Parallel infrastructure programs not integrated into AMI deployment procedures.

Conflicting work orders, customer confusion, and installation delays. FALSE TRUE TRUE FALSE FALSE FALSE TRUE FALSE FALSE TRUE FALSE Integrate LCR replacement program workflows with AMI installation planning. High Risk (Fix Before Major Scale-Up)

LL-35

Solicitation does not clearly define how HOA or Civic Community meetings will be conducted during deployment.

Community outreach responsibilities between WSSC and contractors are not clearly defined.

Potential communication gaps with communities and inconsistent outreach. FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Define outreach responsibilities and meeting protocols in the solicitation.

Operational Improvement (Does Not Block Scale)

LL-36

Process for customer opt-out from AMI service is not defined, including health concerns related to RF exposure or billing impacts.

Regulatory and policy framework for AMI opt-out has not been finalized.

Regulatory risk, customer complaints, inconsistent policy application. TRUE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE TRUE FALSE Establish formal opt-out policy and benchmark against regional utilities.

Scale-Blocking (Must Fix Before Full Deployment)

LL-37

Process for relocating meters from inside a property to outside during AMI conversion is not defined.

Roles and responsibilities between contractor and utility not clearly defined.

Installation delays and inconsistent field practices. FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE Define responsibility and procedures for meter relocation in implementation plan. Moderate Risk (Fix During Early Deployment)

LL-38

Process and performance criteria for meter testing during full deployment have not been established.

No standardized testing procedures or KPIs defined for validating AMI meter performance.

Inconsistent testing practices and potential equipment acceptance disputes. FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE Develop standardized meter testing procedures and pass/fail performance KPIs. High Risk (Fix Before Major Scale-Up)

LL-39

Need updated logic to create import file from C2M to Beacon AMA app, so that accounts are categorized correctly in Beacon.

In file import from C2M, "Meter Continuous Flow" field defaults to value of 1, signifying continuous water use is expected at all accounts. This is incorrect for residential accounts now in Beacon

Missing residential continuous flow alerts in Beacon At a Glance FALSE TRUE FALSE FALSE TRUE TRUE TRUE FALSE FALSE FALSE FALSE

Update logic for creation of daily C2M-to-Beacon import file. Logic must consider label of continuous use customers based on expected use, characteristics of the property.

Scale-Blocking (Must Fix Before Full Deployment)

LL-40

Need "Portfolio" view in customer portal - for batch upload of accounts for large customers (such as MCPS with over 100 accounts associated)

EyeOnWater portal does not allow batch upload of accounts. Large customers must manually add dozens or more accounts manually, one-by-one

Customer dissatisfaction, discouraged from using tool FALSE FALSE FALSE TRUE FALSE FALSE TRUE FALSE FALSE FALSE TRUE

Add to portal evaluation criteria the ability to do batch import of accounts into customer portal, "portfolio" feature for large customers

Scale-Blocking (Must Fix Before Full Deployment)

LL-41

WSSC Water doesn't know if the customer is signed up for leak alerts from Badger!!

WSSC Water users in Beacon can view who is signed up for the portal, but there is no analytical data pull of who is signed up for leak alerts

May overcommunicate or undercommunicate to a customer if we see continuous usage on their account FALSE TRUE FALSE TRUE FALSE FALSE TRUE FALSE FALSE FALSE TRUE Have vendor provide this data point Moderate Risk (Fix During Early Deployment)

LL-42

WSSC Water needs written process to address Endpoint Tampering alerts, Encoder Communication errors

No written process exists; currently Meter Reading Section Manager addresses issues as they come

High backlog volume anticipated during full deployment FALSE TRUE TRUE FALSE FALSE FALSE TRUE TRUE FALSE FALSE FALSE

Document process for addressing meter tampering alrms and device communication errors. Build this into training for Meter Services team members, so that more than one person can address these and stay ahead of issues during full scale deployment

LL-43 100% visual inspection before a ticket is submitted We need improved in-field QA/QC of meter changes and AMI installs

Potential high volume of AMI instlls needing correction, creating more to-dos at first AMI bill FALSE TRUE FALSE FALSE FALSE TRUE TRUE FALSE FALSE FALSE TRUE Add 100% installation inspection, QA/QC to the deployment vendor scope High Risk (Fix Before Major Scale-Up)

LL-44 Need way to track exceptions to KPIs throughout pilot and full deployment Snow storm end of February 2026 paused install performance for one week

Project teams appear to not be on track, cannot meet goals after major weather evenet FALSE TRUE TRUE FALSE FALSE FALSE FALSE FALSE FALSE FALSE FALSE

Separate log of major incidents that impact project progress and KPIs, compare KPIs impacted by the event with KPIs without the event occuring (perhaps as a forecast). Minor Risk (Fix Before Major Scale-Up)

LL-45 Pilot customers cmoplained about quality of Customer Service Agents seem to be reading from a script instead of engaging customers in conversation

Customers lose trust that WSSC Water is trying to address their concerns. Willing pilot participants regret signing up for the pilot FALSE TRUE FALSE FALSE FALSE FALSE TRUE TRUE FALSE FALSE FALSE Update training process for Customer Service agents around AMI technology. Moderate Risk (Fix During Early Deployment)

LL-46 No formal method to file a complaint about customer service Customer told "this is the way it is" when customer asked to file a formal complaint

Customers lose trust that WSSC Water will address their concerns FALSE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Create formal process for customers to log complaints Moderate Risk (Fix During Early Deployment)

LL-47

Issues with high transition bill and monthly bill timing, customers appear to be billed twice or receive late notice early

Current monthly billing process built for commercial accounts who don't pay attention to late bill messaging

Customers receive incorrect bills and messaging, lose trust in WSSC Water competence TRUE TRUE FALSE FALSE FALSE FALSE TRUE FALSE FALSE FALSE FALSE Update billing process for residential monthly customers High Risk (Fix Before Major Scale-Up)