Utility revenue assurance that finds unbilled and under-billed revenue on named premises, every week, with the evidence for every back-bill
Recover the 2-4% that leaks between meter and bill.
See one case, screen by screen ↓Revenue leaks in the seams between the network map, meter data, customer accounts, service orders and the tariff master. A tower is handed over by its developer and its tenants are never set up as customers. A meter stops talking and is billed on a frozen estimate. A current-transformer ratio is changed in the field but not in billing. A move-out is left energised. A reconnection fee is never charged. The network map knows the premise is connected, meter data knows it is consuming, billing knows nobody is paying — and nobody joins the three.
So the revenue assurance team runs about twenty exception reports on billing and meter data once a month, without the network map. Premises that are connected and consuming with no account turn up only when someone complains, a meter reader notices or internal audit samples. Building the evidence for one back-bill — trace, reads, account history, tariff and rule — takes an analyst most of a day. And every month a gap goes unfound brings it closer to the back-billing limit, after which it can no longer be billed.
Estimated split for one leakage case, from spotting the gap to a back-bill ready to sign, in hours, by hand and with the solution.
Six agents join the network map, meter data and billing for every premise, price each gap and write the case; the revenue assurance manager approves.
Lumina Utilities supplies electricity and water to 1,004,600 premises and billed AED 9,860.0M in the 12 months to 30 Sep 2026. On Monday 12 October the weekly run finds a new ring of premises on Saffron Bay Tower 7. Here is what happens next, screen by screen, in the working solution.
The run takes 06:10 to 06:51. The network tracer traces 1,004,600 premises to 9,412 transformers; the meter data reader reads 1,762,100 meters and finds 3,860 silent for 30 days; the account matcher runs 9 checks and files 17,607 gaps in 8 buckets. The waterfall runs from AED 9,922.3M delivered to 9,893.4M metered, 9,860.0M billed and 9,821.5M collected, each step down a named bucket.
“AED 62.3M delivered in the year never reached a bill” · root cause finder: “New: Saffron Bay Tower 7, 186 premises”
Priya opens the bucket that moved: 1,240 premises, AED 3.1M a year at tariff, AED 2.2M back-billable under rule BR-7. Every premise is a dot on the map of Lumina’s eight districts, and a new ring sits on Saffron Bay Tower 7 — 186 premises, AED 612k a year. Beside it, how the gap is found: network map connected and energised, meter data at least 30 kWh or 1,000 IG in 30 days, billing with no active account.
Top root cause in the bucket: “Developer handover file rejected silently” — AED 1.1M
The trace runs from Saffron Bay 132/11 kV substation to feeder SB-11, transformer T-SB11-04 and rising main 7B to Unit 1407, energised 14 Mar 2026 under service order SO-26-031884. Its meters recorded 7,940 kWh and 21,600 IG since 15 Mar, 100 % actual reads. Billing shows no account, premise status “installed, not billed”, and handover file HO-CSD-0316 rejected on 16 Mar.
Priced at tariff v2026.07: AED 3,228 to date. “No month went above the first slab, so no higher rate applies.”
The case opens on the join, premise by premise: every one of the 186 on transformer T-SB11-04, 158 consuming and 28 near zero (unlet), none with an account. Reads run from 15 Mar to 11 Oct 2026, priced at 29.5 fils/kWh and 4.1 fils/IG, with the unbilled value by month for electricity and water.
“186 premises · AED 612,000 a year at tariff · back-bill AED 370,600 for 14 Mar – 11 Oct 2026”
Electricity, 919,700 kWh: AED 271,300. Water, 2,422,000 imperial gallons: AED 99,300. The back-bill is AED 370,600, AED 352,070 of it recoverable at 95 % collectable, and AED 612,000 billed every year from now. Coralstone Developments is billed from energisation, because clause 9.2 of its connection agreement makes the developer the account holder until a tenancy is registered.
Rule BR-7: developer-held supply — “from energisation” · field check not needed: the largest premise is AED 3,228
14 Mar: Tower 7 energised, 186 premises. 15 Mar: the meters start reading daily. 16 Mar, 11:42: Coralstone’s handover file HO-CSD-0316 is rejected — the tenancy registration number is blank on 186 of 186 rows — and the rejection notice goes to a mailbox nobody reads. No account is created. The same cause sits behind 412 premises across 6 developments.
“Proposed fix: a rejected handover file raises a work item for billing operations within the hour.”
Priya sends the case for approval. Khalid signs as revenue assurance manager for a back-bill of AED 370,600 to Coralstone Developments, and 186 accounts in its name until tenancies are registered. Before he signs, three checks: inside rule BR-7, evidence pack complete with trace, reads, account history and tariff v2026.07, and prepared by someone else.
Agents find, price and draft; only named people approve a back-bill.
Above AED 250,000 a back-bill needs two signatures, so Marta co-signs after Khalid. The back-bill is posted to Coralstone Developments, billing operations reloads the handover file with the registration numbers, and 186 accounts open, billed from 12 Oct. The bucket falls back to 1,054 premises.
“Billed. Back-bill of AED 370,600 posted to Coralstone Developments; 186 accounts open, billed from 12 Oct. The bucket is back to 1,054 premises.”
Fixing a case recovers the money once; fixing its cause stops the bucket refilling. The root causes screen ranks 31 causes from 312 clusters by value a year and shows how much each refills a week. “Developer handover file rejected silently” refills 31 premises a week, worth AED 1.1M a year, and its owner is Aisha.
Root cause finder proposes causes and owners; it never closes a cause.
Recovery reconciles every case to billing for the audit committee: AED 49.7M found a year, AED 26.9M billed back in 2026 from 2,960 closed cases, AED 18.4M collected — 61 % of the AED 30M target — and AED 21.7M billed every year from causes that were fixed.
Wrong multiplier cases brought in the most: AED 7.4M paid.
The same leak, seen by the five people who own it — what their month looked like, and what it looks like now.
Six agents join the network map, meter data and billing for every premise, price each gap and write the case; the revenue assurance manager approves.
Traces every premise to its transformer, feeder, zone and substation from the network map, with its energisation date from the energising service order.
Reads consumption, read status, communication failures and estimates for every electricity and water meter, and flags meters with no actual read for the set number of days.
Joins premise, meter, installation, account, tariff and service orders, runs the nine leakage checks and files each gap in one bucket, recording the source rows of every join.
Prices every gap month by month at the tariff master — slabs, fuel surcharge, fees — applies the back-billing window of rule BR-7 and a collectability factor.
Groups gaps into clusters — a tower, a firmware batch, a rule change — finds the event behind them in service orders, import logs and change records, and names the cause, the process it lives in and a proposed owner.
Opens a case for every cluster worth more than AED 5,000 a year, with the three-way join, the value by month, the BR-7 window and the cause, and drafts the billing correction and the customer letter.
Approves; finance co-signs above AED 250,000. The agents propose; a named person decides.
Ask in plain words about a bucket, a cluster, a premise or a case. Answers come from this week’s run and point to their records.
Why did consuming, no account jump this week?
Because of one tower. 186 premises at Saffron Bay Tower 7 were energised on 14 Mar under SO-26-031884 and have read every day since, but Coralstone’s handover file HO-CSD-0316 was rejected on 16 Mar with the tenancy registration number blank on all 186 rows. That is AED 370,600 unbilled to date and AED 612,000 a year.
Is the Tower 7 back-bill inside our back-billing rule?
Yes. Clause 9.2 of Coralstone’s connection agreement makes the developer the account holder of record from energisation until a tenancy is registered, and rule BR-7 lets developer-held supply be billed from energisation. The period is 14 Mar to 11 Oct 2026, 211 days. At AED 370,600 it is above AED 250,000, so Marta Kowalczyk co-signs after Khalid Al Suwaidi approves.
Which multiplier case is worth the most?
RA-2598, the Wadi Sidr cold store. Its current transformers were changed to 400/5 on 14 Aug 2024 but billing still holds 200/5, so only half its energy is billed. Farid Nasser confirmed the nameplates on 9 Oct. That is AED 1,284,000 a year; under BR-7 Lumina can back-bill 12 months, AED 1,284,000.
How much have we recovered this year?
AED 18.4M collected from AED 26.9M billed back in 2026, against a target of AED 30M. September was the best month at AED 3.9M, since the weekly run started in May. Multiplier cases brought in the most, AED 7.4M.
13 screens from the working solution, on its sample data. Pick one to see it large.
What counts as leakage, the back-billing rule, the approvers and the run are settings, versioned and recorded on the audit trail.
| Setting | Default | Choose from |
|---|---|---|
| Consuming — a premise with no account counts once it uses at least | 30 kWh in 30 days | Set with − and + between 10 and 60 kWh; the screen says how many premises would then be in the bucket |
| Meter never reads — no actual read for | 30 days | 21 days · 30 days · 45 days |
| Stopped estimate — an estimate below the premise’s own same month last year by | 40 % | 30 % · 40 % · 50 % below |
| Zone balance — flag a transformer zone above the sum of its premises by more than | 4 % | 3 % · 4 % · 5 % |
| Back-billing rule BR-7 — the utility’s error, customer not at fault | 12 months | 6 months · 12 months · 24 months, with the same number of monthly instalments offered |
| Field check before a back-bill on a single premise above | AED 50,000 | AED 25,000 · AED 50,000 · AED 100,000 |
| Approves back-bills up to AED 250,000 a case | Khalid Al Suwaidi | Khalid Al Suwaidi, Revenue assurance manager · Aisha Karim, Billing operations lead — Marta Kowalczyk co-signs above |
| Weekly run — every premise, every check | Monday 06:00 | Monday 06:00 · Sunday 22:00 · Daily 05:00, plus a daily check on premises energised in the last 90 days |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample utility data · “target” = the design goal, measured in the live solution · “estimated” = our estimate of the hours on one case · “typical” = published figures: industry estimates of meter-to-cash leakage at 1–5 % of revenue (Renewable Energy World; POWER); a 12-month back-billing limit for supplier error (Ofgem, 2018). Water context: AWWA M36 apparent losses. Lumina Utilities, Coralstone Developments, the people, districts, premises, meters and cases named on this page are fictional — characters and sample data in the working solution.
Revenue assurance is the work of finding electricity and water that is delivered but never billed, or billed too low, and recovering it. Revenue Assurance Analytics does it for every premise every week by joining the network map, meter data, accounts, service orders and the tariff master, and puts each gap on a named premise with a value at tariff.
Nine leakage checks compare two or more sources for each premise — for example connected in the network map and consuming in meter data, with no active account in billing. Each gap is filed in one bucket, priced at tariff, grouped into clusters and opened as a case with its evidence. Each check shows its field-confirmed rate, and a check below 60 % is sent to revenue protection instead of billing.
In the working solution: meters that never read, consumption with no account, wrong CT multipliers, stopped estimates, consumption after move-out, wrong tariffs, service orders not billed, unexplained zone balances and suspected tampering. Suspected tampering is sent to revenue protection with its evidence and never back-billed from here.
Yes. The revenue estimator applies the back-billing window for each gap’s cause — in the sample utility, 12 months for its own error and from energisation for developer-held supply — and the approver sees the rule check before signing. Internal audit sees every closed back-bill tested against the rule.
Yes. It reads electricity and water meters and prices both at tariff: in the sample case, 919,700 kWh and 2,422,000 imperial gallons. For water these are apparent losses — water consumed that never becomes revenue.
Yes. The agents never change an account, a read or the network map, and never contact a customer. The analyst prepares, the revenue assurance manager approves, the finance controller co-signs above AED 250,000, and nobody approves their own case. A back-bill goes to billing only after those signatures.
Yes. What counts as consuming, how long a meter can go without a read, the stopped-estimate and zone-balance thresholds, the back-billing windows, the field-check limit, the approvers and the run schedule are settings. Changes are versioned and apply from the next run.
The Agentic Solution Engine builds and deploys it from your requirements and documents — your back-billing rules, approval limits, tariff master and a sample of network, meter and billing data — and it goes live once every quality gate has passed. We will walk you through it on your own premises first.
Held bills cleared in two days, not six, with the cause and the fix attached.
1-min demoHigh Bill InvestigationUsage, tariff, weather or leak: the real reason, in plain words.
1-min demoBilling Dispute ResolutionEvery dispute decided on its evidence, inside the clock, with the letter already cited.
1-min demoWe’ll run Revenue Assurance Analytics on a sample of your own network, meter and billing data.