Focusing on outcomes: A smarter path for water utilities

What is Metering as a Service (MaaS)?

MaaS borrows from a concept that has transformed industries ranging from IT, energy and transportation: “as-a-service” models. Instead of buying assets outright, utilities subscribe to a service that provides performance. For utilities, MaaS means that rather than procuring and owning a fleet of meters, or any other component of the entire water system, they contract with a provider to deliver metering functionality.

Under this arrangement, the provider supplies and installs smart meters, handles data collection and communication systems, addresses ongoing maintenance and ensures software platforms remain current. The utility pays a predictable service fee. The responsibility for ensuring the metering system works and continues to deliver value shifts from the utility to the service provider.

Financial predictability

One of the biggest barriers to deploying an advanced metering infrastructure (AMI) has always been cost. Installing a system of smart meters across a service area can easily run into millions of dollars, often requiring utilities to upgrade over time as budgets allow, issue debt or compete for limited grant funding. For many utilities, such an investment may be simply out of reach.

MaaS changes this equation by eliminating upfront capital expenditures. Instead of paying for equipment in advance, utilities spread the cost over time through a service fee. This transforms metering from a capital expense into an operating expense — a shift that aligns well with many utilities’ financial structures. With MaaS, utilities are billed 30 days in arrears for each functioning meter.

The predictable fee structure reduces financial risk and allows utilities to plan more effectively. It also frees up scarce capital for other pressing infrastructure priorities, such as pipe rehabilitation, treatment plant upgrades or resilience projects. For utilities facing deferred maintenance backlogs, this flexibility can be game-changing.

Operational efficiency

Managing an extensive metering system is not a simple task. Meters degrade over time, communication networks require upkeep, and software platforms demand periodic updates. Under a traditional ownership model, the utility must dedicate staff and resources to keep the system running smoothly.

With MaaS, this responsibility shifts to the provider. Because service providers specialize in metering technology, they bring expertise, scale and proven processes to the table. Meters remain accurate, communication systems stay reliable, and upgrades are rolled out proactively rather than reactively. Today, many utilities are opting for Network and Software as a Service as part of their metering strategy; however, the most effective solution is to adopt a single-mission approach to measurement.

The result is greater operational efficiency. Utilities can reallocate and upskill staff to core functions, confident that the metering system is being managed professionally and effectively. Meanwhile, the inclusion of advanced analytics enables utilities to detect leaks more quickly, identify non-revenue water losses, and optimize system performance. In an era when every drop and every dollar matters, these efficiencies are critical.

Enhancing customer engagement

Customers are no longer passive consumers of water service. They expect transparency, convenience and real-time information — expectations shaped by experiences with energy utilities, telecom providers and even retail companies.

MaaS typically includes customer-facing tools that provide digital access to consumption data, billing history and alerts. A homeowner might receive a text message if a toilet is leaking, or a business could monitor its water usage in real time to track sustainability goals.

Such transparency builds trust between utilities and customers. When customers have access to accurate data, billing disputes decrease and conservation behaviors increase. Utilities also benefit from reduced call center volumes and improved customer satisfaction scores, both of which are increasingly important for regulatory compliance and community relations.

Scalability

Technology moves fast. Utilities that invested heavily in metering systems a decade ago may already find themselves saddled with outdated equipment or unsupported software. Replacing or upgrading these systems can be just as costly as the initial deployment.

With MaaS, the risk of technological obsolescence is eliminated. MaaS contracts support that the utility will have access to current, supported technology for the life of the agreement. As new metering capabilities emerge, whether in communication protocols, data analytics, or integration with smart city platforms, the provider ensures upgrades as part of the continuous lifecycle.

Supporting sustainability goals

Water conservation is no longer a secondary concern; it is a vital necessity. It is central to the mission of utilities, especially in drought-prone regions. MaaS contributes directly to sustainability by enabling rapid leak detection, identifying areas of water loss, and helping customers track and reduce their consumption.

Additionally, advanced analytics can optimize pumping schedules and distribution pressures, thereby reducing the energy required to move water through the system. These improvements directly lower greenhouse gas emissions, helping utilities meet climate targets.

Case in point: A model for innovation

While MaaS is still an emerging model in the water sector, parallels from other industries show its promise. Cloud computing transformed IT by eliminating the need for companies to buy and maintain servers. Fleet as a Service models are changing transportation by providing predictable costs and guaranteed performance. In each case, organizations that adopted the service model gained flexibility, resilience and long-term savings.

For water utilities, the stakes are arguably higher. Metering lies at the heart of the utility-customer relationship. Inaccurate or outdated meters directly translate into lost revenue, inequitable billing, and eroded trust. By shifting responsibility to a dedicated provider, utilities ensure accuracy, transparency and ongoing value.

The path forward

Adopting MaaS requires a mindset shift. Utilities must shift their focus from “owning” assets to “owning and valuing outcomes.” Contracts must be carefully structured to ensure performance standards, data security and customer service levels are met. And, regulators must adapt to recognize the benefits of OpEx-based service models.

However, the benefits are clear. MaaS provides financial relief, operational efficiency, enhanced customer engagement, scalability and sustainability. For utilities facing the twin challenges of limited budgets and growing expectations, this model offers the way forward.