NPS partnered with a major Victorian water authority to deliver a three-year metering program designed to improve network visibility, strengthen customer data accuracy, and support long-term water security outcomes.
Using a targeted, data-led approach, the program focused on properties recording zero consumption, helping uncover opportunities to improve metering accuracy and provide greater confidence in consumption reporting.
Like many water authorities managing extensive networks, identifying whether zero-read properties reflected genuine non-usage or meter performance issues can be difficult at scale. Improved visibility was required to better understand consumption across the network and support future planning.
As the integrated delivery partner, NPS combined field services, customer engagement, scheduling, asset replacement and real-time reporting into a single delivery model.
Our team attended more than 4,500 properties throughout the program, with every customer interaction managed by NPS. This included appointment scheduling, enquiry management, onsite communication and issue resolution, ensuring a positive customer experience throughout the project.
Using our purpose-built digital platforms, the water authority maintained real-time visibility of program progress, outcomes and field activity, enabling informed decision-making and agile program management.
The program delivered significant operational, financial, and community benefits.
By improving the accuracy of water consumption data, the authority gained greater confidence in forecasting future demand, planning infrastructure investment, and managing valuable water resources.
The insights generated through the program highlighted how targeted metering initiatives can contribute meaningfully to non-revenue water strategies while supporting broader sustainability and water security objectives.
Key Metrics
• 4,500+ sites attended
• 3,585 meters replaced
• $5M+ revenue recovered
• 1.26 billion litres returned to consumption visibility
• Estimated ongoing annual benefit of $3M–$4M
• Customer satisfaction maintained throughout program delivery
