Chesterfield Utilities' Innovative EyeOnWater App Helps Customers Monitor Water Usage

Chesterfield County’s Utilities Department has successfully increased adoption of its EyeOnWater portal, a cloud-based application designed to help customers monitor water usage in near real-time. The initiative, which received recognition from the National Association of Counties (NACo) and the Virginia Association of Counties (VACo), is part of a broader transition to smart meter technology. By enabling leak detection and usage tracking, the program aims to improve fiscal stewardship and resource conservation within the regional water infrastructure.

The EyeOnWater portal was launched as a key component of Chesterfield Utilities’ Advanced Metering Initiative, a multiyear infrastructure project involving the replacement of nearly 140,000 manual water meters with advanced smart meters. Despite the portal's ability to provide real-time consumption data and leak alerts, initial adoption was low, with less than 1% of the department's 124,000 customer accounts utilizing the service. To address this, the department launched a multi-channel awareness campaign between August 2024 and early 2025, utilizing oversized postcards, social media collaboration with the Constituent and Media Services Department, and billing inserts.

These outreach efforts resulted in a significant surge in user engagement, with total registrations growing to more than 11,300 users, or approximately 9% of the total customer base. The mass mailing alone accounted for roughly 5,000 new signups, while subsequent billing inserts added nearly 2,000 more users. This increase in participation demonstrates the importance of proactive communication in the utility sector when deploying new digital tools, as the department saw a sustained rise in monthly signups following the initial promotional spikes.

The practical impact of the technology has been evidenced by customer feedback regarding leak detection and cost mitigation. Users have reported identifying faulty toilet flappers and major leaks while away from home, allowing them to coordinate with utility staff to shut off water at the meter and prevent property damage or excessive billing. Beyond leak detection, the portal helps customers understand the financial impact of activities like irrigation and car washing. For the utility provider, the program supports long-term goals of delivering exceptional service while ensuring the efficient use of vital public resources through data-driven management.