Training a city's meter readers to get every read right
A complete, phone-first training program designed for a small city's Water Division: eight lessons, eight interactive cartoon how-tos with the city's own staff as characters, and the field job aids to back them up. Built as a proposal to show the City of McComb what the program would look like.
- CLIENT
- City of McComb, Mississippi (proposal)
- SECTOR
- Local government · Public Works, Water
- MY ROLE
- Learning experience designer, developer, art and animation direction
- DELIVERY
- SCORM 1.2 · phone and desktop · about 60 min
- STATUS
- Concept, proposed to the city, 2026
Read errors become billing problems
Public reporting showed McComb working through meter software issues and billing discrepancies. A wrong read means a wrong bill, a re-read and a call to City Hall. New hires learn by shadowing, and the veterans' know-how about stuck meters, tampering and safety isn't written down anywhere.
Field staff with no desk time
Meter readers and field technicians, from first-month hires to 20-year veterans, plus the crew leads who coach them. They work outside, on a phone, often in the heat. The training had to be short, visual and built around real stops on a real route.
The Benchmark Method, stage by stage
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The theory behind each choice
What shaped the build
Play the first three lessons
From Meter to Bill, Stop, Look, Then Read, and Reading the Register. Each includes its cartoon with Watch, Try it and Practice, plus the activities and job aids.
What the city would measure
This is a concept, so there is no pilot data yet. These are the targets in the proposal, each measured against the city's own baseline at 30, 60 and 90 days.
What was delivered
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