{"id":585121,"date":"2026-07-08T15:35:19","date_gmt":"2026-07-08T15:35:19","guid":{"rendered":"https:\/\/www.esri.com\/en-us\/industries\/blog\/?post_type=blog&p=585121"},"modified":"2026-07-16T15:47:14","modified_gmt":"2026-07-16T15:47:14","slug":"from-legacy-water-meter-replacement-to-smart-metering-with-gis","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/en-us\/industries\/blog\/articles\/from-legacy-water-meter-replacement-to-smart-metering-with-gis","title":{"rendered":"From Legacy Water Meter Replacement to Smart Metering with GIS"},"content":{"rendered":"

Authored by: Ioannis Kavouras, Surveying Engineer, EYATh<\/em><\/p>\n\n

Utility companies face the daily challenge of asset replacement\u2014a process directly linked to asset management and customer service, where time, cost, and data integrity are critical factors. These processes typically span multiple departments and involve diverse personnel across the organization. The water meter replacement process is an example: Customer service staff initiate a request that must then be coordinated with field operations, asset management, and ultimately billing.<\/p>\n\n

At Thessaloniki Water & Sewerage Co. S.A. (EYATh), the water meter replacement process relied on siloed data exchange, lacked automation due to disconnected information systems, and had only fragmented monitoring with delayed status updates. With the rise of the smart water metering era, EYATh set out to streamline workflows, interconnect its information systems, and integrate end-to-end processes. By adopting a new approach for both smart meter installation and smart metering billing, EYATh pursued two goals: to automate the installation process while ensuring data integrity, integration of processes, and time and cost savings; and to enable personalized customer care, real-time billing, and continuous monitoring of the water cycle through SCADA and smart meter data.<\/p>\n\n

Fragmented Water Meter Replacement Process Across Asset Management and Billing<\/h2>\n\n

EYATh, a utility company based in northern Greece, provides water supply and sanitation services to more than one million residents, corresponding to approximately 500,000 water meters. In line with its strategy to adopt and implement state-of-the-art technologies for water and sewer management, EYATh is entering the smart water metering era. As part of this transition, the company is replacing 200,000 legacy water meters\u2014approximately 40 percent of its installed base\u2014with smart meters. Recognizing both the challenges and the opportunities of this initiative, EYATh leveraged the transition to streamline the water meter replacement process while integrating its information systems in preparation for a new billing era. This transformation focuses on enabling continuous data flows; supporting personalized customer service; implementing customer profiling; and using advanced analytics, including hydraulic modeling and water cycle monitoring.<\/p>\n\n

Water meter replacement involves multiple stakeholders, including the customer care division (process initiation, a monitoring committee, and billing), the water division (asset management), and external contractors (field operations). Traditionally, these activities relied on several systems, including geographic information system (GIS) technology for asset management; an enterprise resource planning (ERP) system for customer, meter, and billing data; and field applications supporting replacement operations. Under the previous workflow at EYATh, the ERP system was used to identify and select water meters for replacement; lists were exported to Excel spreadsheets and shared with contractors; field operations were carried out using contractor-owned applications; and updates to customer and billing data were returned to the ERP system through spreadsheets. This fragmented workflow relied heavily on document exchange, required repeated manual data entry across systems, and lacked continuous data flow. As a result, the process suffered from limited visibility as well as delays, data integrity issues, and increased operational costs.<\/p>\n\n

\"\"
Organizational Chart\u2014 Numerous key stakeholders from diverse organizational divisions involved in the water meter replacement process are highlighted in green.<\/figcaption><\/figure>\n\n

With nearly three decades of in-house GIS expertise, EYATh has, over the past decade, moved from its legacy GIS to an enterprise GIS platform. This transformation repositioned GIS from a mapping tool focused primarily on asset management into a core business system, integrated with enterprise applications, which enables horizontal process connectivity across the organization. GIS has already served as the backbone for numerous business processes, providing the functionality, system integration, and technological foundation required to streamline workflows involving customer service, billing, and asset management.<\/p>\n\n

Building on proven return on investment and strong institutional confidence in GIS, EYATh decided to extend its role beyond a supporting tool and adopt it as the central framework for the smart water meter replacement process. GIS was leveraged to automate the entire workflow\u2014from meter selection, field operations, project monitoring, and approval by the working committee, to customer data updates and billing-ready data.<\/p>\n\n

Through this approach, EYATh aimed to fully automate the process; ensure topographic accuracy across GIS, ERP, and meter data management (MDM)\/meter data collection (MDC) systems for each smart meter; and maintain data consistency across all platforms (a unified water meter street address model was established across GIS, ERP, and MDM\/MDC systems, based on GIS as the authoritative source). In addition, EYATh focused on real-time information flow between systems provided to all stakeholders, from contractors to the monitoring committee and upper management, with comprehensive access to all replacement-related information, from work validation to monitoring.<\/p>\n\n

Streamlining Water Meter Replacement Process<\/h2>\n\n

The Executive Division of Strategic Management Planning, Projects & Development\u2014Research & Development acted as the coordinator of the large-scale smart meter installation project. The division collaborated with the Department of GeoInformatics\u2014Surveying & Hydraulic Modelling and identified early in the project an opportunity to address two long-standing issues: the geographic inaccuracy of the water meter fleet and the lack of standardized billing addresses for each meter. These issues had been creating disruptions across multiple internal procedures, as both address data and location data are essential for the effective integration of ERP and GIS, the two core information systems of the organization.<\/p>\n\n

Initially, the project\u2019s scope included limited GIS involvement, focused primarily on supporting field operations by ensuring geographic accuracy and assigning a standardized street address to each smart meter. However, the project architecture evolved through collaboration among key stakeholders\u2014including the Executive Division of Customer Service; the Executive Division of Digital Transformation & Informatics; and the Executive Division of Water Supply Networks\u2014and it became clear that a more comprehensive and integrated approach was necessary. The new architecture aimed to automate and integrate the entire workflow, from meter replacement orders and contractor field operations to approval processes, automated data transfer to ERP and MDM\/MDC systems, and real-time project monitoring for all stakeholders.<\/p>\n\n

Within this expanded scope, several challenges emerged, including the transitions from document exchange to data integration, from repeated manual data input to predefined data selection, and from sporadic reporting to real-time feed. These challenges were primarily due to the need to integrate multiple systems such as ERP, GIS, a field operations application, and MDM\/MDC, requiring a high level of interoperability. Additionally, existing processes had to be automated while new ones were designed to support both the transition to smart metering and new automated billing procedures. Ultimately, the successful integration of systems, the automation of processes, and the safeguarding of data integrity across all stages of the project were identified as the key pillars for the project\u2019s success.<\/p>\n\n

Using GIS as the Backbone of Water Metering Replacement<\/h2>\n\n

It became evident that a single platform should serve as the foundation for interconnecting systems, data, processes, and personnel, instead of developing a new system solely for integration. GIS had already proved to be key within the organization, demonstrating strong return on investment and supported by significant in-house expertise. Moreover, GIS was able to deliver the required functionality within a short time frame\u2014three months\u2014compared to approximately one year for alternative solutions.<\/p>\n\n

GIS manager Ioannis Kavouras led the project. Kavouras collaborated with Dr. Alexandros Mentes, who was the project manager of the agreement framework. They received support from Marathon Data Systems, the official Esri distributor for Greece and Cyprus, which was responsible for implementing the field operations application in alignment with the requirements set by the strategic management division\u2019s Research & Development Department and the customer service division as well as the Executive Division of Digital Transformation & Informatics. ArcGIS Survey123 was configured\u2014both in terms of functionality and user interface\u2014to incorporate all procedures required by the stakeholders.<\/p>\n\n

The methodology was structured around three main components: the integration of the systems involved (GIS, ERP, the field operations application, and smart metering billing), the execution of GIS-driven field operations for water meter replacement, and the real-time monitoring of the overall process.<\/p>\n\n

Integrating GIS with ERP and Smart Metering Billing<\/h2>\n\n

The architecture was shaped by all the stakeholders and had to integrate not only the systems but also the procedures and data that lay beneath the systems and ran horizontally for the general project scope of water meter replacement. From that perspective, an intermediate table was set between the ERP system and GIS and another one between the ERP and MDM\/MDC systems. The intermediate tables were used as focal points of data exchange between the systems, filling the silo gaps, automating the processes, and integrating the systems.<\/p>\n\n

GIS was the primary environment supporting all workflows and communications associated with the water meter replacement process initiated through the ERP system. This included field operations by the contractor; monitoring and approval of water meter installment by the project monitoring committee; data feed to the ERP system; and, finally, project status monitoring by all the stakeholders. ERP, on the other hand, was set to provide the work orders to GIS and feed both the ERP and MDM\/MDC systems with smart meter data created and approved by GIS.<\/p>\n\n

\"\"
System Architecture for the Integration of GIS, Mobile GIS, the ERP System, and the MDM\/MDC System<\/figcaption><\/figure>\n\n

GIS-Driven Field Operations<\/h2>\n\n

The project\u2019s scope required extending the existing legacy water meter replacement process with additional GIS-driven capabilities, including topographic accuracy and georeferenced addresses for each smart meter, while fully automating all existing workflows. The solution also needed to support offline functionality (since most water meters are installed in basements where there is limited or no cellular coverage) as well as barcode scanning, linkage of customer data between the replaced meter and the newly installed smart meter, and seamless integration with the Project Committee Approval application.<\/p>\n\n

After evaluating other available platforms, the project managers chose ArcGIS Survey123 as the most suitable environment to support these requirements. Survey123 provided a robust and scalable solution with minimal additional customization compared to alternative products. The platform also ensured full compatibility and interoperability with other applications involved in the overall process, including the Project Committee Approval application. Marathon Data Systems, designed and implemented the customized solution, including database schema configuration and real-time process monitoring capabilities (dashboards) for all involved stakeholders.<\/p>\n\n

Real-Time Monitoring of Water Metering Replacement Process<\/h2>\n\n

Work orders generated within the ERP environment are uploaded through ArcGIS Server to Survey123, utilizing the GIS\u2013ERP Intermediate Table as the integration bridge. During field operations, water meter replacement activities are captured through Survey123 and synchronized back to ArcGIS Server.<\/p>\n\n

\"\"
ArcGIS Survey123 Configured for Water Meter Replacement Field Operations<\/figcaption><\/figure>\n\n

Using ArcGIS Dashboards and ArcGIS Experience Builder, replacement progress and operational status are visualized in real time. This supports the contractors\u2019 office-based postprocessing activities, the monitoring committee\u2019s validation procedures, and the feed of statistics to all stakeholders.<\/p>\n\n

\"\"
Dashboard for Work Order Postprocessing<\/figcaption><\/figure>\n\n

Work orders rejected by the monitoring committee are automatically returned to Survey123 for corrective actions and resubmission. Approved work orders are forwarded through the GIS\u2013ERP Intermediate Table and uploaded to the ERP system, where legacy meter information is replaced with the new smart meter data, including updated street address information and precise geographic coordinates for each installation.<\/p>\n\n

In the final stage, validated smart meter data is transferred to the MDM\/MDC platform through the ERP\u2013MDM Intermediate Table, enabling the activation of smart metering operations.<\/p>\n\n

\"\"
Old and New Workflows for Water Meter Replacement<\/figcaption><\/figure>\n\n

Unlocking the Value of an Integrated Water Meter Replacement Process<\/h2>\n\n

In the early stages of implementing the new process, several modifications and optimizations were introduced to address stakeholder requirements and ensure seamless integration and automation across all involved systems. Although the project is still in its initial phase\u2014with an overall expected duration of 15 months\u2014the benefits of the new methodology are already evident and measurable.<\/p>\n\n

\"\"
Using ArcGIS Survey123 for Water Meter Replacement Field Operations<\/figcaption><\/figure>\n\n

Through the adoption of the new workflow, EYATh has significantly improved data integrity across its digital ecosystem. Critical data, such as smart meter barcodes, is now captured automatically through barcode scanning, while address information is standardized through prototyped data input forms and validated through automated background checks correlating customer records with newly installed smart meters in the field. Furthermore, collected data is automatically synchronized and registered across all interconnected systems, including ERP and GIS, eliminating the traditional practice of repetitive manual data entry and Excel-based information exchange between departments. At the same time, standardized address registration ensures interoperability with future business processes, such as asset management, customer care, and billing services, while the precise geographic positioning of every installed smart meter provides high topographic accuracy for future operational and maintenance activities.<\/p>\n\n

\"\"
Real-Time Water Meter Replacement Approval by the Monitoring Committee<\/figcaption><\/figure>\n\n

The newly streamlined process has dramatically reduced both the time and operational cost associated with water meter replacement activities. Work orders are automatically transmitted to contractors\u2019 mobile devices, while field operations are reviewed and approved in real time by the monitoring committee. Simultaneously, updated smart meter information is automatically synchronized with ERP customer records and forwarded to the MDM\/MDC platform for billing activation.<\/p>\n\n

\u201cThe time required from work order creation to registered smart meter data, ready for billing in ERP, has been reduced by half.\u201d<\/strong><\/p>\n\n

Vasilis Bozantzis, Head of the EYATh Monitoring Committee<\/p>\n\n

In addition, the new process incorporates live operational monitoring capabilities, delivering real-time information to all stakeholders according to their operational role and business needs, including contractors, the monitoring committee, and upper management. This transformation has converted a previously fragmented workflow\u2014characterized by decentralized activities, isolated data silos, and disconnected systems\u2014into a continuous, fully traceable chain of actions. Every stage of the process is now visible, measurable, and automated, significantly minimizing manual intervention, strengthening data integrity, and establishing the technological foundation for future process and system integrations.<\/p>\n\n

\u201cReal-time dashboards have transformed project monitoring, providing detailed visibility into the progress and enabling data-driven decisions through KPIs, from replacement to billing, across every phase of the smart meter installment program.\u201d <\/strong><\/p>\n\n

Dr. Alexandros Mentes, Project Manager of the Framework Agreement<\/p>\n\n

\"\"
Dashboard Providing Real Time Monitoring to all Stakeholders<\/figcaption><\/figure>\n\n

Through this implementation, GIS has successfully delivered both the integration platform and the technological framework required to support EYATh\u2019s digital transformation strategy. Beyond automating existing operational procedures, the new platform establishes the foundation for entirely new business processes, such as smart meter billing, effectively bridging legacy operational practices with current technological capabilities and future digital innovations.<\/p>\n\n

About the Author<\/strong><\/p>\n\n

Ioannis Kavouras is a Surveying Engineer (MSc in GIS, MBA) and a GIS expert with nearly three decades of experience in the geospatial sector, specializing in systems integration and process automation. His work focuses on implementing data-driven workflows, using GIS infrastructure as the backbone to connect systems, streamline operations, and support scalable digital transformation across utility organizations. A recognized subject matter expert in Esri technology, Ioannis was honored with the Esri Special Achievement in GIS Award in 2015 and 2026.<\/em><\/p>\n\n

\"\"<\/figure>\n\n

Stay Connected with Esri\u2019s Water Team<\/h2>\n\n

ArcGIS is an enterprise geospatial platform that enables modernization of workflows with easy-to-use applications for the field and office. Strengthen your organization with geospatial solutions that will increase efficiency and provide insight for decision-makers.<\/p>\n\n

Visit Esri Water Resources web site<\/a> for more information.<\/p>\n\n

Join the Water Utilities Community<\/a><\/p>\n\n

Follow #EsriWater on social media: X<\/a> | LinkedIn<\/a><\/p>\n\n

Subscribe to the Water Industry newsletter \u201cEsri News for Water Utilities and Water Resources<\/a>\u201c<\/p>","protected":false},"author":131,"featured_media":0,"parent":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[6132],"tags":[451,5822,1772,6565,4122],"class_list":["post-585121","blog","type-blog","status-publish","format-standard","hentry","category-water-utilities-2","tag-arcgis","tag-mobile-workflows","tag-operations","tag-smart-meters","tag-system-integration","industry-water-utilities"],"acf":[],"yoast_head":"\nFrom Legacy Water Meter Replacement to Smart Metering with GIS<\/title>\n<meta name=\"description\" content=\"EYATh transformed meter replacement by leveraging GIS as a platform to connect ERP, field operations, and smart metering billing systems.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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