Frequently Asked Questions

For almost 50 years, United Systems has helped utilities and local governments with their software, hardware, data management, and security needs. Our customers sought us out for ways to make their everyday tasks easier and help their offices, field work, metering, and IT become more efficient and modernized. Our customers also work with us to suggest product and service enhancements to make them even better.

United Systems & Software offers a comprehensive suite of solutions tailored for utilities and local governments, including:

• Utility management applications
• Advanced metering solutions
• Integrated payment processing
• Digital service orders
• Online account access and utility websites
• Managed IT and networking services

These services, which can all work together seamlessly, help utilities modernize operations, enhance efficiency, and improve customer service.

With our specialized knowledge of utilities and local governments, we understand the unique challenges our customers face, whether it’s managing growth, staying compliant with regulations, improving customer service, trying to reduce cost, and so on.

When you work with United Systems, you’re not just getting a system for your team to perform basic tasks. You’re getting a long-term partner who will help you run your organization more efficiently, provide better service, and stay on top of industry changes.

Every customer is unique; that’s for sure! But when you onboard with United Systems, we’ll help you create a system that meets your general needs as a utility or local government, and we’ll help you address specific needs based on your local regulations, customers, and community.

So, if you’re in need of utility billing and CIS applications, metering hardware or software, IT management, and smart solutions to help you streamline operations, reduce costs, and improve efficiency, then United Systems can help!

We sure can! Our solutions are designed to:

• Reduce labor and material costs
• Increase productivity
• Minimize manual and repetitive tasks
• Enhance internal and customer communications
• Safeguard utility and customer data

Also, since United Systems can provide multiple components to benefit your operation, you can also save time, money, and frustration by working with a single provider rather than trying to coordinate with multiple companies!

One of the things we’re most known for is our excellent customer support. We don’t outsource any of our support services, so when you need help, you’re always working with someone with specialized, in-depth knowledge and training on the products and services you use.

Response times are fast, with an average response time of less than an hour! You also have multiple ways to ask for help, even by using a form within our latest applications!

If you need training or retraining, we have multiple ways for you to get help, including in-person training, remote training, user guides and manuals included with your products, and an interactive Learning Management System (LMS) with short online courses.

We have a variety of services to make your customers’ lives easier. From an intuitive and easy-to-use customer portal to multiple ways for you to communicate with customers (web portal, text messaging, IVR, directly from the billing and CIS software, etc.), we can help your staff assist customers more efficiently.

Our services can also help reduce walk-ins and inbound calls by allowing your customers to pay bills, view usage, and request services online at any time.

While we’ve sold forms in the past for the convenience of our customers, we no longer sell printable tax forms due to difficulties in obtaining paper forms. However, our Payroll application is able to conveniently print IRS-approved substitute forms when used with the appropriate paper.

Thank you for your interest! It’s a great place to work!

Simply fill out the short form at the bottom of our Careers page to submit your resume. This page also has information about working at United Systems, our major departments, and our employee benefits. Even if no openings are advertised, we strongly encourage you to throw your hat in the ring – not all open positions are advertised!

Send us a message by clicking Contact Us below and filling out a short form, or call us at 800.455.3293. Current customers can also email Support at support@united-systems.com.

Our team is ready to assist you with any inquiries or needs you may have. We’re happy to help!

Utility Process Management (UPM) is our integrated approach to utility services! UPM combines all of our core utility-specific offerings, including our Alliance utility management software, mobile service orders, payment processing, print and mail services, and specialized IT support into a seamless ecosystem that helps you improve your utility’s efficiency and effectiveness.

With UPM, you’ll see a positive and lasting change, as we’ll help boost your customer service, improve accuracy, minimize data entry, reduce operational costs, and more!

To avoid sounding repetitive, our software is designed first and foremost for utilities and local governments. We’ve worked alongside these types of organizations for almost 50 years, learning their operational goals and tailoring our products to solve their unique problems.

We don’t offer generic solutions. Our products and services have a wide variety of options and customizations so you can tailor them to meet your specific needs.

We always strive to create products and services that are reliable, easy to use, and jam-packed with the features you seek from a software partner! To illustrate, our utility billing and CIS application can handle everything from simple billing cycles to complex rate structures, integrations, and reporting – all in ways that make your work easier. And no matter what kinds of services your organization offers, our solutions are built to adapt to your specific needs!

Yes, it can be, but your current provider has to be responsive to your requests (which, unfortunately, is often the hiccup).

United Systems has a proven migration and onboarding process that minimizes downtime and ensures data accuracy. You’ll have a Project Manager from our in-house Support team that will work closely with your staff to help you with data conversion, testing, and training to make the transition as smooth and headache-free as possible.

At a high level, you should expect these benefits:

• Scalability: Easily add new features and functionalities without the hassle, downtime, and cost of upgrading or purchasing new equipment.
• Remote access: Manage billing, reporting, and service requests from anywhere.
• Data security & compliance: Back up and encrypt your data for better security and speedy disaster recovery.
• Cost efficiency: Save money with reduced reliance on onsite servers and IT maintenance.

You would experience these benefits by choosing United System for your software needs, as our Alliance utility billing and CIS software is now cloud-based. 

We know that choosing a new system for your utility is no easy task! Some things you can consider are:

• Integration and compatibility: Can it connect with existing systems? The system should be compatible with existing smart meter providers, GIS mapping systems, online payments, financial software, and service order applications. Almost always, the fewer vendors involved, the better!
• User-friendliness: Is the interface intuitive for both staff and customers? Utility management software needs to be simple to use, so avoid systems that require a lot of steps to do basic, everyday tasks, as this’ll result in inefficiencies and errors. Likewise, customer portals should be simple to use to avoid payment delays and unnecessary frustration and calls from your customers. 
• Cloud-based: Is the product cloud-based or does it require an on-premise server? Cloud-based systems better position you for growth, provide remote access features, provide enhanced data security and compliance components, and allow you to avoid expensive servers and related IT costs.
• Security and compliance: Does the system meet industry standards for data protection? Is the provider SOC 2 certified and able to securely manage and store customer data? A “no” answer for either of these questions puts you at risk!
• Customer portal: Does the system integrate with a customer portal? Is that portal more than just a payment portal? Customers want easy access to pay their bills and view usage and transaction information, so choose software that directly ties to a web portal where they can access this information anytime, anywhere. Plus, you benefit from the time and cost savings that go along with more of your customers managing their own payments.
• Support and training: Does the provider offer ongoing training and customer service? Are they known for their customer support? Sometimes, deficiencies in customer service is forgotten with all the sales and marketing glitter of a prospective new software package. Ensure you work with a provider who makes customer support a top priority.
• Reporting: Is the system known for its reporting capabilities? Concise, customizable reports is a hallmark of the best utility metering, billing, and CIS applications.

Our system offers dozens of customizable reports and historical usage tracking that provide all kinds of helpful information about your system. We include reports that show how much product customers used, flag unusual usage, show your rate setup, alert you to missed meter readings, and much more.

With United Systems reports, you’re just a click away from all the data you need!

Smart metering can help your utility in all sorts of ways! Using these systems can help you gather readings or re-read meters faster, making your staff more efficient. As a bonus, you can get much more information than just meter readings, such as unusual usage, potential tampers, and leaks!

Benefits include:

• Accurate, real-time data collection
• Reduced manual meter readings
• Enhanced leak detection
• Improved billing accuracy
• Better resource management

Smart meters allow utilities to detect leaks, outages, and unusual usage patterns in real time, reducing response times and improving service reliability. They also reduce or eliminate manual meter reading, decreasing labor costs and human errors.

Utility customers also benefit from usage insights, which help them monitor and adjust their consumption to prevent major issues and save money.

Yes, your utility could see significant savings! Smart metering systems allow you to gather meter readings more quickly and more efficiently, allowing you to do more without hiring more staff.

With an AMI system, you can also potentially shut off meters remotely, so you don’t need to send workers out to manually cut off services for nonpayment or after closing an account. In addition, smart meter systems can detect unusual usage, allowing you to stay on top of problems in your system, such as theft or non-revenue water (NRW), before you have a costly issue on your hands.

• Automated Meter Reading (AMR) is a one-way communication system that collects meter data remotely, typically via drive-by or walk-by methods. Meter readers can collect data transmitted via radio signal from meters, and this can greatly improve the speed of meter reading.
• Advanced Metering Infrastructure (AMI) is a two-way communication system that enables real-time or near-real-time data collection, allows remote meter management (such as remote turnoff), and provides a variety of helpful analytics. Rather than meter readers going to physical locations to gather meter readings each cycle, those readings will be sent to your utility office directly.

While AMI provides more automation and operational efficiency, AMR is often viewed as a lower-cost first step toward modernization.

Traditional AMI systems use a series of repeaters to transmit radio signals from customer meters to your utility. On the flipside, Cellular AMI enables you to utilize existing cellular networks from Verizon or AT&T to acquire that meter information.

This means you can save time and money by not needing to set up repeaters, collectors, and so on. And because there is less equipment to maintain with Cellular AMI, less maintenance is required. Cellular systems can also be more resilient in bad weather conditions.

Traditional AMI networks, however, are more suitable for locations where cellular connectivity is unreliable or unavailable altogether.

Itron Encoder Receiver Transmitters (ERTs) are radio-based devices that automate meter reading by transmitting consumption data wirelessly to collection systems. They are available as mobile AMR ERTs for drive-by or walk-by reading and fixed network ERTs that work with AMI systems for real-time data collection. Key benefits include:

• Reduced labor costs by eliminating manual meter reading
• Fewer billing disputes due to increased reading accuracy
• Compatibility with multiple metering technologies

Because Itron ERTs work with all major meter manufacturers, they provide a cost-effective and frictionless upgrade for utilities transitioning from manual to automated metering.

Itron does not have a water meter in North America. But Itron partners with all leading water meter manufacturers, so their endpoints (ERTs) will work with pretty much any meter available today!

This means you can get the best advanced metering system to suit your needs while also having the flexibility to choose the meter that best fits your utility.

You’ve come to the right place! United Systems is the sole source distributor for Itron water products in 22 states:

• Alabama
• Arkansas
• Delaware
• Florida
• Georgia
• Illinois
• Indiana
• Kentucky
• Louisiana
• Maryland
• Michigan
• Minnesota
• Mississippi
• Missouri
• Ohio
• Pennsylvania
• North Carolina
• South Carolina
• Tennessee
• Virginia
• West Virginia
• Wisconsin

Click the Contact Us button below or call us at 800.455.3293 to reach out with any Itron needs you may have!

Absolutely! Itron is a known innovator in smart metering technology and has a variety of products to help your utility.

At United Systems, we can help you determine the best approach to transitioning to an automated meter reading (AMR) or advanced metering infrastructure (AMI) system based on your utility’s size, current infrastructure, budget, desired timeframe, long-term goals, local geography, etc.

You can transition using a phased approach, which allows your utility to modernize without disrupting operations or requiring immediate, full-scale infrastructure changes. Some utilities start with an AMR system using Itron ERTs and later upgrade to an AMI system, while others go directly to AMI from a manual read environment.

With Itron technology, your utility can have a smoother transition by:

• Assessing existing ERT compatibility with Itron AMI solutions
• Phasing in fixed network or cellular AMI while continuing AMR where needed
• Integrating new endpoints gradually to ensure a seamless switchover
• Leveraging Itron analytics tools to enhance operational insights

Itron leak detection technology uses acoustic sensors and advanced analytics to identify water leaks. In essence, these sensors “hear” normal noise in the system and can detect when sounds change, indicating potential system issues.

Because these sensors allow you to be proactive, you can reduce water loss, improve conservation efforts, and even increase the longevity of your infrastructure by preventing damage.

• Early detection of leaks to prevent costly water loss
• Reduced non-revenue water (NRW) through proactive system monitoring
• Integration with AMI networks for real-time alerts and response

Itron’s Cellular Advanced Metering Infrastructure (AMI) uses public cellular networks to transmit meter data rather than using specialized repeaters, collectors, and other devices typical of a traditional AMI setup. This eliminates the need for your utility to build and maintain your own private network infrastructure, reducing equipment and maintenance costs.

Using cellular AMI simplifies metering operations while providing your utility with greater flexibility, consistent service, and real-time insights.

Key benefits include:

• Faster deployment compared to RF-based AMI networks
• Lower upfront infrastructure costs
• Reliable, real-time data transmission for improved customer service
• Scalability to support future technology upgrades

Itron Temetra is a globally adopted, cloud-based, multi-vendor, multi-commodity, meter data management solution. Temetra supports a variety of meter manufacturers and communications protocols enabling a smooth migration from AMR to AMI. And Temetra enhances operational efficiency by storing meter read data from a variety of sources in one location, along with other innovations map-based routing.

Temetra supports every Itron AMR endpoint deployed today for water, gas, and electricity. This includes collecting contingency reads for water and gas endpoints in AMI network mode.

Temetra comprises two primary software components: the Temetra Web Application and the Temetra Mobile app. The Temetra Web Application is the back-office piece of the solution and is used for dispatching, reporting, route status monitoring, and more. The Temetra Mobile app is used by field employees to collect meter data in the field manually as well as remotely using a supported radio.

Temetra has demonstrated scalability, accommodating thousands of customers ranging in size from several hundred meters to several million, with more than 40 million endpoints hosted globally.

Standard Temetra Service Agreements commit to 99.5% uptime, and Temetra has historically met or exceeded this level of service.

Itron maintains ISO 27001 and SOC 1 Type 2 certifications as an organization, and a SOC 2 Type 2 certification specifically for Temetra.

The IT needs of a medium-sized company can be pretty complex, sometimes needing to involve multiple locations and requiring more advanced networking or an expanded solution. A general IT provider may not understand the unique challenges utilities face, making working with a specialized IT company more efficient for you.

But like with the smaller utilities we work with, cybersecurity needs, system integrations, or compliance requirements often result in utilities reaching out to IT firms who have a proven history of providing utility managed IT and networking services.

We’ve provided these services for utilities of all shapes and sizes for decades and can create a proven solution for your utility. 

A large utility might be able to afford a dedicated internal IT team or work with a large regional or national firm. However, this approach often involves high costs and less flexibility.

Partnering with a company like United Systems that specializes in utility IT infrastructure can provide the same level of service, often at a reduced cost, by bundling IT services with software and other essential utility technology. 

With the shift to cloud-based utility management, smart grids, and remote metering, utilities face increased risks of cyberattacks. The most common risks facing utilities include data breaches, ransomware, and unauthorized access to critical infrastructure.

Best practices include SOC 2 compliance, multi-factor authentication (MFA), network segmentation, and continuous monitoring to ensure data security and operational resilience.

Security is a top priority at United Systems. We use industry-standard encryption and tokenization, multi-factor authentication, and regular data backups to keep your customer and financial data safe.

We have an in-house Managed IT and Networking team to ensure your data is secure and to address any compliance and privacy concerns. Our managed IT services include proactive monitoring, disaster recovery, network and systems security, and adherence to compliance standards.

Also, as a SOC 2 certified vendor, United Systems adheres to rigorous industry best practices to safeguard and manage client data and ensure your information is handled with the highest standards of security, confidentiality, and privacy.