In the world of water utilities, the journey from service delivery to revenue collection is often riddled with challenges. Among the many factors that influence collection rates, customer relations and community engagement stand out as game changers. At the recent Water Round Tables (WRT) event, Helen Taiwo took the stage to emphasize how utilities can harness community involvement to enhance meter reading accuracy and drive long-term revenue growth. Access Helen's Presentation here! As moderator Rado Russev aptly summarized, “Community engagement and trust can start at the metering point.” Helen Taiwo’s presentation reinforced this notion, illustrating how inclusive engagement strategies not only improve revenue collection but also foster a sense of ownership and accountability among consumers. Community Engagement: More Than Just Communication Helen Taiwo broke down the concept of community engagement into three key pillars: Information Sharing – Keeping the community informed about metering processes, billing structures, and service expectations. Consultation – Encouraging feedback from customers on how metering can better serve their needs. Collaboration – Involving the community in decision-making, ensuring policies are co-created rather than imposed. By embedding these principles into their operations, utilities can transform customer perceptions and boost cooperation in metering and billing processes. Lessons from Lagos: A Case Study in Metering Success One of the most compelling moments in Taiwo’s presentation was her case study of the Abesan community in Lagos. Initially, residents were reluctant to pay a flat rate for water services. However, through targeted education and engagement efforts, smaller community clusters began to see the benefits of metering. With time, the adoption of a usage-based billing model led to increased acceptance and satisfaction. Residents recognized that metering provided fairness—ensuring they only paid for what they consumed—while also contributing to water conservation efforts. The Ripple Effect: How Engagement Translates to Savings Taiwo highlighted the long-term financial and operational benefits of metering combined with strong community involvement: ✔️ Revenue Assurance – With accurate billing, utilities can secure financial stability and reduce revenue losses. ✔️ Operational Efficiency – Engaged customers are more likely to report leaks or meter issues promptly, allowing utilities to address them before they escalate. ✔️ Sustainable Practices – Awareness campaigns encourage responsible water use, ultimately lowering demand and treatment costs. A Call to Action: Investing in Engagement for a Sustainable Future Helen Taiwo concluded her session with a clear message: utilities must see community engagement as an investment, not an afterthought. She urged utilities to: ✔️ Develop Comprehensive Engagement Strategies – Tailor approaches based on the unique needs of different communities. ✔️ Invest in Metering Infrastructure – Ensure the installation and maintenance of accurate and transparent metering systems. ✔️ Implement Continuous Education Programs – Equip customers with the knowledge to understand their bills, detect leaks, and conserve water. By proactively involving the community, utilities can move beyond enforcement-based collection tactics and instead build a culture of mutual trust. As Taiwo’s insights show, true success in metering and collection starts with empowering the very people it serves. Would you like to see similar community engagement strategies applied in your city? Share your thoughts in the comments below! Click here for the next Water Round Table! Image