Aledo meter and billing audit complete

The City of Aledo’s upgrade to new automated water meters last fall provides greater accuracy and transparency for our customers, yet we recognize the transition to the new systems was not as smooth as planned. To help us improve, the city council approved an independent audit – performed from late 2023 through March 2024 – to evaluate our water meter, billing, and customer payment processes. Results from the audit and recommendations were presented to city council and the customer-led Utility Billing Advisory Commission in April and May. Aledo water customers were updated in the April bill insert, and the full audit report and council presentation are posted online for review at www.aledotx.gov under “Utility Billing.”

The independent evaluation helped clarify issues within the City’s internal processes and identify improvements needed. Key findings from the audit include:  

• No systemic or chronic billing system issues observed; however, some unique billing issues were identified and corrected;
• Past process mistakes were identified (including during the transition to new meters) as primarily due to human error, lack of training, or lack of documentation;
• Field meter activities were accurately executed with the Automated Meter Infrastructure (AMI) almost fully completed; and
• Opportunities exist to modernize processes and improve customer engagement and education. 

Based on the audit recommendations, the city has begun implementing these improvements:

• Establishing governing policies and documenting operating procedures; 
• Enhancing staffing resources and training;
• Developing performance metrics and processes to consistently track/trend work; and
• Improving customer communications and education.

We greatly appreciate our customers’ patience and support as we continue our work to modernize and improve our systems and processes. 

Water monitoring and conservation tools available

The city has a new Water Conservation page on our website with a list of resources and tools to help customers save water and monitor usage year-round: www.AledoTX.gov/WaterSaving.

In January, we launched a free My Water Advisor 2.0 online portal giving customers the ability to view their monthly, daily, and hourly water usage. Features include setting alerts for potential leaks and when on vacation. Watch a brief demonstration video on the city’s website to help you register and get started.

While we’ve had plenty of rain in recent weeks, the hot, dry days will return. Please follow the city’s outdoor watering schedule also posted on our website. In addition to offering a limited number of free sprinkler system evaluations, the city invites customers to attend a free “DIY Sprinkler Workshop” at 10 a.m. on Saturday, June 15, at the Aledo Community Center. Two licensed irrigators will provide demonstrations to help customers understand how your system works and tips to program your controller.

Watch for more updates, tips and events on our website, social media, and in bill inserts. We wish you and your family a safe and fun summer!

Noah Simon is the Aledo City Manager.