The value case, on one page.
Northwind Utilities, Barrowdale and Dunmoor billing correction, September 2026.
Average days to resolve
37.4was 9.1 in Oct 2024 · up 311%
Inbound calls a month
55,014was 42,571 in Oct 2024 · up 29%
Regulator score out of 5
2.7was 4.3 in Oct 2024 · down 38%
The backlog starts with the estimate
519,000 accounts across Barrowdale and Dunmoor have no smart meters. Aurora SYS-06 still uses a seasonal estimate calibrated on 2010–2012 averages. At a 62% estimated-read rate it produces 13,147 billing exceptions a month. The complaints and callbacks follow from that number.
AskNorthwind, September 2025
The assistant launched in January 2025. Every measure got worse.
Escalated to a person82.6%
Called again within 7 days44.6%
Finished without an agent10.4%
Satisfaction2.04 / 5
Meter reads, September 2026
Neither region has a smart meter.
Barrowdale accounts298,000
Dunmoor accounts221,000
Smart meter penetration0.0%
Barrowdale estimated reads62.0%
Dunmoor estimated reads61.5%
Billing exceptions a month13,147