Thoughts

A place for education, information, and insights about the water industry.

Topics: social comparison

Top Technology Adoption Trends in the Water Industry

April 16, 2019
| By Jeff Lipton

 

 

As sensor technology becomes more prevalent throughout the water utility industry, the need for software systems to make sense of this flood of data is becoming increasingly critical. Data presentment and business intelligence tools that provide new insights to improve operations may leave utility managers with a broad set of competing priorities. In addition, the adoption and implementation of these new technologies can be both expensive and disruptive to long-standing business processes.

As a software provider to the water utility industry, WaterSmart has a front row seat to these challenges as well as the benefits that new data and communications solutions may offer. We regularly field questions from utilities interested in learning more about the state of ‘Smart’ technology adoption across the industry and whether their utility is keeping up. This led us to initiate a project to learn more about the leading trends related

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Topics: social comparison

Performance WaterMark: How does your utility compare?

April 9, 2019
| By Jeff Lipton
 
In 2009 WaterSmart Software was born around a simple question: Can social comparisons drive an improvement in water-use efficiency? It turns out the answer to that question was decidedly YES! Over the next several years WaterSmart became a pioneer in the practice that is now broadly known as Behavioral Water Efficiency . By providing water customers with information on how their water use compares with similar households along with specific, money saving recommendations on how they can more effectively use water, utilities see an increase in water-use efficiency of up to 5% .
Since that modest start, WaterSmart has expanded its reach to manage the data of more than 4 million customer accounts. In addition, our technology platform has grown to encompass a full suite of customer self-service and engagement capabilities, in addition to our legacy demand management programs.
 
As the complexity of our systems increased, we began
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Topics: data anlytics

The Tide Is Turning: A Digital Revolution in Water

January 3, 2019
| By Kevin Kern
 

Many of you have likely been hearing about the “Digital Transformation of Water Utilities.” Everything from Advanced Metering Infrastructure, to distribution network sensors, to modern customer communication systems are driving a wave of acceptance and adoption of new digital technologies throughout the water sector. 

Technology innovation is continuing to disrupt the water sector leading utilities to explore new ways of communicating and engaging with customers. In an environment of constrained resources, utility leaders are also evaluating new approaches to improve operational resilience, particularly in the Western United States where water stress is no longer the exception, but rather the rule.  These same water utilities need to find new ways to effectively communicate with the consumer base to enhance good will, improve customer satisfaction, and gain the political support needed to make ongoing investments in

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Topics: customer service

Recent Lessons in Crisis Communications

November 29, 2018
| By Ed Archuleta
 
 
 
It is a crisp October morning. A WaterSmart colleague rolled out of bed late, grabbed his things, and rushed out the door without turning on the local news. He spent his commute listening to one of his favorite podcasts and checking texts and emails on his phone (but not while driving!) . When he got into the office, he headed to the kitchen, and as he began to fill a glass of water from the tap a coworker gasped and ask ed if he heard about the boil water notice . Immediately, concern set in and he began to wonder how he missed such a critical announcement. Unfortunately, this lack of public awareness is not an uncommon occurrence during a water quality incident. 
 
Many urban water u tilities are facing major challenges , including massive population growth, increasingly unpredictable weather patterns , and aging infrastructure. Austin Water is a world class utility organization operating under similar pressures and planning to
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Topics: digital engagement

Lessons Learned from 100 Water Suppliers

October 25, 2018
| By Jeff Lipton
 
 
WaterSmart just reached a major milestone. We signed our 100th utility partner . It's only a number, and given that there are about 50,000 community water systems in the United States, this accomplishment is, pardon the pun, just a drop in the bucket. What is important is that the WaterSmart team has had the opportunity to learn an amazing amount from these hundred partnerships. We've worked with scores of utility staff and surveyed hundreds of thousands of end-use customers. What has come from all that experience and data are some pretty interesting insights.
Given this milestone, we thought it would be a good time to pause and reflect on our journey over the past nine years. We went back and aggregated a large set of survey data and partner feedback to summarize what we've learned on our journey from 1 to 100. We hope these compelling insights form the basis for best practices throughout the industry moving forward. 
 
First
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Topics: digital engagement

The Utility Built for a Millennial

October 11, 2018
| By Ali Barsamian
 
According to population projections from the U.S. Census Bureau, m illennials are expected to become the nation's largest living adult generation by 2019. 37% of millennials were homeowners in 2015 and this number continues to rise, making them a significant fraction of a utilities' customer base. The m illennial generation is defined as those born between the years of 198 2 and 199 8. Th e impact this generation has had in t ransforming t he transportation, shopping , and television industries is already clear : J ust look to the widespread use of ride-sharing services like Uber and Lyft, the massive success of Amazon or the demise of video rental stores. Understanding how millennials think and what they expect from customer service is key to a successful future for utilities , particularly as they face critical infrastructure investments which often necessitate publicly approved rate increases
 
G rowing up in the age of internet
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