Risk management plays a critical role in ensuring meter upgrade projects are safe, efficient, and successful. The right strategies can prevent costly setbacks and strengthen customer trust. This quick reference guide outlines practical ways to manage risk before, during, and after a meter installation.
Before Installation
Risk management starts long before any meters are installed. Smart planning and preparation help set the project up for success and reduces risk.
- Pre-deployment Planning Workshops
Pre-deployment planning Workshops should include reviewing the Statement of Work, developing communication protocols, and discussing and approving critical project documentation. Establishing expectations is a key to success. - Train and Prepare Your Crews
Provide installation-specific training, reinforce safety protocols, and equip teams with the right tools. Well-prepared crews reduce the risk of onsite mistakes or injuries. Safety should always be a top priority for all project phases. - Verify Customer and Site Data
Ensure all customer addresses, contact information, and service types are accurate. Conduct virtual or in-person inspections to identify risks and impediments to success so risk mitigation strategies can be developed before upgrades commence. - Establish a Communication Plan
Notify customers early and clearly via phone, email, text, door hangers, or mail about what they can expect and prompt them to schedule an appointment if access to the meter is obstructed. Effective communication reduces customer friction and helps crews complete their tasks safely and efficiently. Train your call center to respond to customer concerns quickly and confidently.
During Installation
When crews are in the field, clear processes, tools, and communication channels help maintain safety and quality under real-world conditions.
- Enforce Safety Protocols
Require and supply proper PPE, enforce lockout/tagout procedures (when applicable), and train crews on customer etiquette. Safety and professionalism go hand-in-hand in delivering high-quality service and keeping crews safe. - Use Digital Workflows and Mobile Tools
Equip crews with mobile apps that provide optimized routing, installation checklists, customer info, and real-time updates. This improves efficiency, accuracy, accountability, and reporting. - Follow On-Site Validation Procedures
Verify each installation before leaving the property. Confirm the upgraded meter is properly installed and operational, log meter data, and capture high-resolution digital images of the finished work. These checks reduce future service calls.
After Installation
Risk management continues after installation to ensure meters perform reliably and customers stay informed.
- Perform QA/QC and Post-Install Diagnostics
Perform visual quality audits and inspections. Use AMI or MDM tools to confirm meters are communicating properly and accurately reporting usage. Use high-resolution digital images to validate meter data. - Follow Up with Customers
Send confirmation messages or conduct brief surveys to gather feedback, reinforce transparency, evaluate the customer experience, and resolve concerns before they escalate. - Maintain Accurate Records and Compliance Logs
Document technician activity, meter data, installation time stamps, digital images and GPS coordinates that document the disposition and location of the meter inventory. Strong records support regulatory compliance and customer dispute resolution.
Meter upgrade projects are high-visibility, high-impact operations that require thoughtful planning, constant communication, and masterful execution. When utilities prioritize risk management throughout the process from early planning to post-install validation they can:
- Improve safety and crew performance
- Increase customer satisfaction and customer experience
- Reduce service interruptions and delays
- Ensure accurate billing and system integration
- Maintain compliance and audit readiness
Ready to make your meter upgrade project safer and more efficient? Contact UPA to learn more or request a tailored quote.
