From Meter Reader To Water Manager: A Utility's 20-Year Journey Into The Digital Age

Robbie West’s career at the City of Klamath Falls, Oregon, began with door-to-door meter reading and has since progressed to his current role as Water Manager. Along the way, he helped lead the utility’s transition from manual meter reads to automated meter reading (AMR) and ultimately advanced metering infrastructure (AMI). Spanning eight years and approximately 16,000 service connections serving 45,000 residents, the transformation offers a practical perspective on what it takes to modernize utility operations.

In this session, West challenges the idea that AMI should be adopted simply to automate meter reading. Instead, he explains how the utility moved beyond a billing-focused approach toward a broader strategy centered on operational visibility, customer engagement, and proactive system management. Drawing on the city's experience, he shares why the full business case for connected metering infrastructure may take years to emerge and how the technology can change staff responsibilities, established workflows, and day-to-day decision-making. The discussion also explores how meter data can evolve from a tool for measuring consumption into a source of operational intelligence that helps utilities better understand and manage their systems. For water professionals considering or implementing AMI, West’s experience offers insights into the organizational and strategic considerations that extend beyond the technology itself.

Watch the webinar below to hear his account firsthand and learn what the transition has meant for Klamath Falls.