The ACSA’s New Utility Innovation Program

The Albemarle County Service Authority (ACSA) is proud to announce the launch of MyWater, an innovation program that will enhance the high-quality services we currently provide through a series of customer service and infrastructure-related improvements.

The innovations will come at no additional cost to our customers. This webpage will serve as a one-stop shop for all of the latest information about the MyWater program, providing you with updates about our progress every step of the way.

One of our goals with MyWater is to make your lives easier while making our water system more resilient and efficient. Over the coming weeks, months, and years, you will benefit from a series of improvements to your water system and our customer service operations that will provide our customers with:

Enhanced Customer Service

24/7 access to water usage information through the online portal will allow customers to manage water wisely. ACSA staff will also have new tools to assist customers.

Proactive Leak Alerts

Customers will be able to sign up for immediate notifications on leaks, outages, high usage and other events.

 Customer Cost Control

Online portal usage and custom alerts will allow customers to catch water leaks, avoid costly repairs and higher bills while we all cut water waste.

Added Efficiency & Sustainability

Fewer vehicle trips to customer premises will support local green initiatives by decreasing our carbon footprint.

Click Here for Frequently Asked Questions about MyWater

MyWater Innovations

 Advanced Metering Infrastructure (AMI)

The first MyWater innovation that will both benefit you and the ACSA is the start of our Advanced Metering Infrastructure (AMI) project. As part of our MyWater program, the ACSA is upgrading all of our 20,000-plus water meters to advanced meters.

Here’s how the upgraded meters will use AMI to safely and securely deliver information about your water usage directly to the ACSA for billing and operations:

These advanced meters will allow both customers and the ACSA to proactively view water usage data in near-real time, enabling customers to manage their accounts more effectively as we service them with greater efficiency.

Notifications on leaks, high usage, outages and other events will be part of the program, helping customers avoid costly repairs and higher bills while we all cut water waste.

Customer meter upgrades will begin this winter. The entire project will take approximately 18 months to complete. The ACSA is proud to bring the latest metering technology to our customers and staff through the AMI project.

AMI Meter Upgrade Process

All customers will receive a letter and a postcard in the mail from the ACSA prior to installers being in their area. There is no need to contact us in advance to schedule an appointment. Customers can expect the following to occur during their meter upgrade:

  • Each PMI employee will be dressed in uniform, have a marked vehicle, and have a valid photo ID.
  • During the COVID-19 pandemic, the ACSA and PMI will follow all relevant public health guidelines to ensure your safety while we conduct our work.
  • As a result, meter technicians from our installation contractor, Professional Meters Inc. (PMI), will not attempt to introduce themselves prior to the meter upgrade. (Customers are not required to be present).
  • The meter upgrade will take approximately 30-minutes under normal conditions and may cause a brief interruption in service.
  • Prior to their departure, the meter technicians will leave a door tag behind indicating if your meter was successfully upgraded.
  • If the installer was unable to complete the installation, the door tag will include instructions on how to reschedule your meter upgrade.

Future Innovations

 In the coming months, the ACSA will announce more innovations, including a new online portal that will allow customers to view their water usage information and receive important notifications from the ACSA through their preferred methods of contact.

Our new system will also provide customers with several convenient payment options without incurring fees (e.g. Credit Card, Venmo, PayPal, PayPal Credit, and echeck/ACH).

The ACSA introduced the MyWater Utility Innovation Program earlier this summer.  Here is our newsletter announcing its debut.

ACSA Newsletter Introducing MyWater

Watch the ACSA’s new video about out MyWater’s Advanced Metering Project!