Fayette County Water System Accelerates Revenue Recovery and Customer Engagement with AMI

That patchwork created operational inefficiencies and resource strain. "We don't have enough staff to do all the physical activities required under AMR and manually reading," Tigert explained. As the county grew, field staffing had not kept pace. At the same time, aging large meters posed a revenue risk.

After replacing a single six-inch meter, the utility saw an immediate $30,000 increase in monthly revenue from that account alone. "In my mind, I'm multiplying that by all my large meters, going, 'We got to get on this,'" she noted.

A Data-Driven AMI Selection Process

Located just south of Atlanta, FCWS serves an engaged and discerning customer base in a largely residential, retirement-oriented community. With approximately 34,000 connections across nearly 800 miles of distribution main, FCWS approached its AMI transition deliberately.

Fayette County’s Cellular AMI project uses advanced metering technology for accurate flow measurement..

The utility conducted an extensive needs assessment with its engineer of record and developed an RFP with nearly 500 requirements. Seven vendors responded. Although Badger Meter had served as the utility’s long-time supplier, Tigert emphasized the importance of approaching the decision with fresh eyes and ensuring the selection process was rigorous and data-driven.

"It was very painstaking, it was very time-consuming," she said. "Stakeholders showed me the data and it was exemplified in their RFP response that [Badger Meter] was the best."

COVID-era funding from the American Rescue Plan accelerated the timeline. With strict deadlines for commitment and completion, the utility launched its initial deployment area in June 2023.

Accuracy Drives Revenue Recovery and Measurable Gains

In addition to increasing meter accuracy and reducing water loss, staff wanted to streamline the meter-to-cash process and improve customer field services and engagement. The financial impact was both immediate and sustained.

"We looked at calendar year sales in 2024. And with only 70% of deployment, our sales increased almost 12% from '23 to '24," Tigert said. Follow-up comparisons showed similar trends. "We measured January to May water sales in 2025 and compared it to the same months in 2023. And that increase was almost 15%."

Much of that gain came from improved large meter accuracy. Although large meters represent a small share of total connections, they account for a significant portion of utility revenue. Replacing outdated and inaccurate devices with advanced meter technology including E-Series G2^® Residential and Commercial Ultrasonic Flow Meters from Badger Meter delivered measurement accuracy and uncovered water loss. ORION^® Cellular endpoints deliver flow data in 15-minute intervals, leveraging existing cellular infrastructure to provide the robust information Fayette County needed to optimize operations.

Fayette County’s AMI project has improved utility revenue while reducing water loss.

Beyond revenue, the utility has emphasized water conservation and customer engagement as important outcomes of the project. Using BEACON^® data integrated into Power BI dashboards, FCWS tracks leak alerts and is proactive about customer outreach. The results for the first seven months of deployment were staggering.

“Since July 1, 2025, BEACON has helped us save 20.9 million gallons of water by detecting leaks and notifying customers," Tigert said.

Within that same time, 8% of FCWS customers had enrolled in the EyeOnWater^® consumer engagement platform. Tigert noted the utility's grassroots approach to enrollment encouraged staff to promote the app, which allows utility customers to view their water use, set up alerts for atypical flows that could indicate a leak, and more during every customer interaction. "With every opportunity, we ask [residents] to sign up. We even walk them through the process."

Customer response has been overwhelmingly positive. During one plant tour, Tigert heard residents promoting the app to one another. "The reaction has been very, very positive," she said. The project's deployment impacted about 85% of the population, and the county's commissioners received only a handful of customer concerns.

Transforming Operations and Workforce Management

During the evaluation process, Tigert said BEACON Software was a pivotal factor that led to the decision to work with Badger Meter, particularly for the potential to strengthen the customer experience. Operationally, the transition to AMI has reshaped workflows across departments. BEACON allows staff to analyze usage patterns in real time. "It's changed everything," Tigert said. "Our customer response is much more professional. Instead of just saying, 'Okay, we'll send somebody out,' we now have professionals who can analyze the data."

The shift has reduced unnecessary field visits and elevated the role of customer service staff, using interval data to identify continuous flow and determine whether an issue is likely on the customer's side of the meter.

The utility is also training after-hours operators to use analytics before dispatching crews, helping to prioritize true emergencies. Tigert acknowledged that changing the utility's internal processes required persistence, particularly in breaking down silos between office and field staff and discouraging "return to utility" shortcuts during deployment.

“Since we don’t need to roll as many trucks as before, we’ve added an AMI Customer Response Manager position to our team,” Tigert said. “This new position is responsible for looking at the AMI network holistically, acting as the coordinator for all the metering software and training, managing maintenance and inventory and liaising with Badger Meter for the most effective use of our data for greater accountability and collaboration.”

At the same time as the meter changeout, FCWS completed its required lead and copper service line inventory, taking advantage of the fact that installation crews were already working at each service location. By aligning the two efforts, the utility maximized labor resources, reduced repeat site visits and minimized disruption to customers and neighborhoods. GPS coordinates were also captured for all meters during the process, strengthening long-term asset visibility and helping prevent future rework.

A Mass Deployment Approach to AMI

A large-scale change to AMI is complex and involves a broad range of stakeholders. A mass deployment approach can modernize a system in a short span, allowing customers to reap the benefits sooner to maximize value.

Approximately 31,000 services were included in Fayette County’s project scope. Working with the Badger Meter Turnkey Operations team, the utility benefited from a streamlined and nimble project approach designed to minimize strain on utility resources.

Reflecting on the overall experience, Tigert described the utility's relationship with Badger Meter as collaborative. "They were like a partner," she said. "They listened to me when I needed to be listened to and I was able to be honest and transparent with them."

The system was delivered under budget and two months ahead of schedule.

Looking Ahead: Additional Capabilities

With the AMI foundation in place, FCWS is exploring additional capabilities within the BlueEdge^® suite, particularly in water quality monitoring. "We're going to focus on some issues that have stumped us," Tigert said. "It's time for a game changer."

For Tigert, the project represents more than a technology upgrade; it reflects a shift in how the utility approaches performance, accountability and service. Today, FCWS sees its AMI network as foundational to its long-term strategy.

“These meters are my cash registers in the ground,” Tigert said. “I am determined to use Badger Meter technology as it develops to leverage that in my system.”

With accurate data, stronger customer engagement and measurable gains in revenue and conservation, the utility is positioned not only to operate more efficiently but to continue building that momentum in the years ahead.