Thoughts

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

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

...see more

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
...see more

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
...see more