What utility functions can be combined in a common system?

General may include customer referrals, submission of documents and coordination of work. For each service, its display, network, quality and billing rules are maintained. Such linking allows the service team to see the client's situation without abandoning specialized technical and accounting systems.

Does the investment system need to become a new asset register?

It uses a reliable version of status and history to evaluate alternatives. A daily change of property is accepted in the responsible register so that two unmatched technical histories do not occur.

How do you assess whether there has been a reduction in unnecessary re-exit?

A distinction must be made between the return caused by unprepared work and the planned repair or inspection phase. The indicator must not encourage closure of unfinished work.

How do you show uncertainty to the customer during an accident?

Customers are individually presented with an approved service status, while the impact and expected recovery time are still being verified. The information is updated after the service has been checked, as a task closed by the contractor alone may not confirm its recovery.

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Industry digitalisation analysis

Water and Utilities Companies: Digitalization Opportunities

Comprehending accounts and smoother troubleshooting

Digital maturity Typical digital maturity Shows the level of digitalisation companies in this line of business typically operate at. The assessment considers use of core systems, how far processes are digitalised, integrations, data readiness and advanced use of data. A 3 means ordinary, middling maturity. A 5 is given only where real-time data, automated decisions and advanced optimisation are already a routine part of core operations.: medium
Digitalisation potential Digitalisation potential Shows the scale of business impact digitalisation could have in this line of business. It weighs economic leverage, the scope for digital impact, the scale and repetition of processes, value lost today, and the leverage of better data and decisions. A business area’s score is calculated from five weighted dimensions. A sector’s score is derived from the scores of its business areas.: 76/100
Biggest challenge: Related measurements and reports are not linked to a single network incident
Biggest opportunity: Faults and billing issues are addressed with full data

Operating model

Water, sewage and heat services are based on different networks and measurements. Customer service, maintenance and accounting need to be adapted for the specific service provided.

Drinking water supply

The company oversees the supply network, checks water quality and accounts for consumption. In search of losses, it is necessary to separate the actual leakage from the measurement or accounting error.

Sewage collection and treatment

The operator monitors the incoming flows, the load on the treatment plant and the quality of the water discharged. Works are planned according to the state of the network and the treatment plant.

Heat supply

The service provider evaluates the heat energy, temperature, flow and seasonal demand transmitted. This data is required to verify supply, loss and settlement.

Maintenance of areas and other utilities

The company can supervise territories or perform other works without running a water or heat network. Tasks, staff and performance quality data are relevant for such activities.

Market context

The utility operator connects network operation, measurement accounting and customer service. Continuity of service and clear information about the disorder and the amount due are the most important for the resident or business customer. Technical teams and service must rely on the same confirmed data.

Reports of disordersThe customer needs to know which service has malfunctioned, whether its address is affected and what the approved recovery information is.
Accuracy of readings and accountsChanges to the counters, data corrections, and applicable period must be understood by the service team.

Workflow and responsibilities

Reliable Service Object

A true network element, its state, and the customer relationship of a particular service are met.

Signal or need assessment

The result of the measurement, the quality message or the need for maintenance is linked to a specific location on the network and communicated to the responsible team.

Responsible action

Technical work, a quality measure or measurement exception is passed on to the course of its adoption.

Validation of the work and data carried out

Approved works and measurement data are transmitted to the property register, incident management or settlement system according to their purpose.

Client and investment solution

A reasonable explanation of the service is provided, and a verified history is used for upgrade alternatives.

Digital maturity scale

Separate records and manual work

Information is mainly held in separate files or notes. Employees pass it on and reconcile it manually.

Organised data within individual teams

Teams record their work consistently, but sharing information with colleagues still requires considerable manual checking.

Partially integrated systems

Core work is managed in systems. Some information is transferred automatically, but repeated data entry remains.

Coordinated systems and teams

Systems deliver the required data on time. Employees can see unfinished work and know who is responsible for resolving discrepancies.

Continuous measurement and improvement

The team checks data quality, evaluates results and uses them to improve operations. Automation is applied where its value can be demonstrated.

Executive conclusion

The differences in the readings must be able to be compared with technical information. A fault or quality message is passed to the correct team and the customer receives verified information about the decision.

Common digitalisation challenges

Zone balance difference remains without verified cause

Critical

Streams, periods of use, quality of measurement and known legitimate uses are not verified before a search or repair is made.

Consequences: A real leak is protracted or the brigade is sent to repair the accounting and measurement difference.

Quality risk does not reach the required conservation action

Critical

The laboratory or equipment warning is not tied to the location of the sample, the activities that took place at the time and potentially affected customers.

Consequences: This results in delays in specialist assessment, caution actions or customer information.

The impact of accidents and scheduled work on customers is manually determined

Critical

The closed part of the network, the real supply option and the customer objects associated with it are not tied to the current state of the incident.

Consequences: The message is received by the wrong customers or the published recovery forecast does not match the known situation.

The network register does not reflect completed changes

High

The strip, device and its real position are differently identified on the map, maintenance and works records.

Consequences: The brigade or analyst relies on an outdated object and its unreliable technical history.

Maintenance of networks and facilities is often only started when a fault occurs

High

The maintenance plan does not link the technical basis of a specific asset, the necessary terms and real working conditions.

Consequences: The required verification is omitted or carried out without the proper parts and a permitted work window.

Field work, network closures and materials coordinated separately

High

The brigade task does not receive a reliable scheme, real network status, materials and authorized work readiness.

Consequences: The work has to be stopped or repeated departure due to a gap that is known in advance.

Measurement exception does not reach explainable settlement

High

The version of the indicator, the meter change and the condition for the period do not have a clear check and account correction process.

Consequences: The client is presented with an unexplained difference or the employee recreates the same computational basis several times.

Network reconstruction and capacity investments are based on non-consolidated data

Medium

Alternatives to reconstruction are compared according to varying technical condition, demand, service risk, time and cost scope.

Consequences: It is not clear why a specific section was chosen and whether the same need could be covered by another allowable option.

The basis for quality assessment and action is not traced

Medium

The location of the sample, the method used, the limit applied, and the action taken on the result are not related to the same assessment.

Consequences: Checking quality management requires re-collection of facts and an interpretation of why a decision has been made.

Opportunities

Opportunities to improve operations

Utility meter reading and billing management systemHigh impactThe correction of the indicator is linked to the respective period and the client's request.The employee checks the bill more quickly, and a clear explanation reduces repeated appeals.

Utility network renewal analysis toolHigh impactOptions for reconstruction are compared according to equal need, period of work and cost.The manual can compare reconstruction options based on the state of the network, cost and result of changes in assumptions.

Utility network loss and incident management systemHigh impactZone readings are provided along with measurement quality and network events.The team more quickly separates the technical malfunction from the data error and assigns a proper check.

Utility network GIS and field crew management systemHigh impactThe brigade receives the relevant scheme, required parts and working conditions before departure.Re-visits are declining, and changes made reach the property register more quickly.

Water quality monitoring and incident management systemHigh impactThe quality signal reaches the responsible specialist with sample and process data.The organizational wait is shortened to the protection action required by the established order.

Biggest opportunity

Faults and billing issues are addressed with full data

The service worker sees the client's object, readings and related network work. The report of the failure is transmitted to the brigade, and upon receipt of the confirmed result can inform the client and explain the required account correction.

Fewer repeat customer requests
Faster fault transfer for brigade
Ease of explanation of readings and accounts
A clearer course of disruption for a resident or company and the basis for a specific settlement

Business impact assessment

Potential operational benefitsAgreed measurements and network data facilitate incident management, settlement and reconstruction planning.
Why the problem mattersDelayed response to a loss or quality signal can increase the impact of service disruption.
Implementation dependenciesDifferent measurements, network models and calculation methods are used for water, heat and wastewater.
Less effort for utility customerIt is easier for a resident or company to provide readings, understand the bill, and get relevant information about the disorder. The assessment is whether the answer helped solve a specific customer question.

Sprendimai

How to solve these problems

Solution directions linked to specific business area problems they address.

Problem

Related measurements and reports are not linked to a single network incident

This results in repeated checks or delays in the appointment of the required works.

Solution direction

Utility network loss and incident management system

The team investigates network area losses and disruptions by comparing measurements with technical information. When a fault is detected, work is coordinated and affected customers are informed.

Problem

Zone balance difference remains without verified cause

A real leak is protracted or the brigade is sent to repair the accounting and measurement difference.

Solution direction

Utility network loss and incident management system

The team investigates network area losses and disruptions by comparing measurements with technical information. When a fault is detected, work is coordinated and affected customers are informed.

Problem

The impact of accidents and scheduled work on customers is manually determined

The message is received by the wrong customers or the published recovery forecast does not match the known situation.

Solution direction

Utility network loss and incident management system

The team investigates network area losses and disruptions by comparing measurements with technical information. When a fault is detected, work is coordinated and affected customers are informed.

Problem

The network register does not reflect completed changes

The brigade or analyst relies on an outdated object and its unreliable technical history.

Solution direction

Utility network GIS and field crew management system

The brigade receives the location, scheme and task of the network object. The work done and the changes noticed are passed to the professionals who maintain the network data.

Problem

Maintenance of networks and facilities is often only started when a fault occurs

The required verification is omitted or carried out without the proper parts and a permitted work window.

Solution direction

Utility network GIS and field crew management system

The brigade receives the location, scheme and task of the network object. The work done and the changes noticed are passed to the professionals who maintain the network data.

Problem

Field work, network closures and materials coordinated separately

The work has to be stopped or repeated departure due to a gap that is known in advance.

Solution direction

Utility network GIS and field crew management system

The brigade receives the location, scheme and task of the network object. The work done and the changes noticed are passed to the professionals who maintain the network data.

Criteria for assessing the investment

Investment justified

The data for the change of counters and adjustment of readings are manually transferred to the billing calculations.
Losses need to be matched between network and customer counter readings at different times.
Variants of reconstruction are compared according to the varying volume of work and cost composition.
Network changes made by crews do not occur in time on the map used by the dispatcher.
Network measurements and laboratory results are obtained at different times, and additional checks are manually administered.

Implementation requirements

For utility solutions, network, quality, field work and customer billing data are individually compatible. A common customer identifier helps to link services, but each requires its own execution and control rules.

Drinking water supplier

Meet zone measurements, network connections and deviation survey responsibilities.

Sewage collection and treatment

Describe the relationship between inflow data, cause check and effect on cleaning and discharge.

Heat Network Service

Combine the accounting of disruptions, affected customers and actual service recovery.

Area and other services operator without distribution network

Identify the scope of site work, proof of performance and criteria for service acceptance.

Key implementation requirements

Sources of wealth and investment

The property and field work system compiles the history of the equipment. Investment analysis uses this verified data to avoid planners having to maintain a separate equipment register.

Network management and water quality solutions

Network Operations Incident coordinates the technical impact and overall progress of the message. The quality decision manages the quality risk assessment and the basis for the necessary action; linked events must not create conflicting customer messages.

The reason for the balance difference

A zone mismatch may be a physical loss, a time or measurement difference, or an allowed tax-free consumption; a revenue correction is not a savings on a physical resource.

Start of Response

An early action intended for quality risk cannot be detained in all cases until the final laboratory conclusion.

Source of settlement

The measurement and settlement solution includes an internal exception course and self-service, but one final calculation is maintained by the responsible settlement system.

Customer Network Connection

Affected objects are determined by the network scheme of a particular service and its verified condition. Geographical proximity alone is not sufficient for this.

Supplementary application clause

The road service operator is subject to appropriate models together, while maintaining separate networks, units of measurement, quality limits and settlement.

Operational performance indicators

Verification of the reason for the deviationminutes

Measure comparable situations from a valid test signal to a valid cause.

Acceptance of a property changehours

From sufficient field submission to an actual master register.

Examination of the measurement exceptionhours

Include the calculation basis, correction and necessary explanation for the customer.

Share of negative feedback on network disruptions%

When a company starts collecting reviews, negative feedback about network disruptions is counted from all assessments received on the topic. The same method of evaluation applies before and after installation and similar customer groups are compared. Without initial data, the actual change is not determined.

Key risks

Accounting Correction Considered Physical SavingsThe correction for the reading or period is presented as a removed leak.How to manage Separately show the physical and accounting reason for the verified change.
The effect is determined only by the addressGeographical proximity replaces the actual network connection of the service.How to manage Use a current network schema and clearly mark when the condition needs further verification.

Discuss a gap in your service process

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Water and Utilities Companies: Digitalization Opportunities

Operating model

Drinking water supply

Sewage collection and treatment

Heat supply

Maintenance of areas and other utilities

Market context

Workflow and responsibilities

Reliable Service Object

Signal or need assessment

Responsible action

Validation of the work and data carried out

Client and investment solution

Digital maturity scale

Separate records and manual work

Organised data within individual teams

Partially integrated systems

Coordinated systems and teams

Continuous measurement and improvement

Executive conclusion

Related digitalisation topics

Common digitalisation challenges

Related measurements and reports are not linked to a single network incident

Zone balance difference remains without verified cause

Quality risk does not reach the required conservation action

The impact of accidents and scheduled work on customers is manually determined

The network register does not reflect completed changes

Maintenance of networks and facilities is often only started when a fault occurs

Field work, network closures and materials coordinated separately

Measurement exception does not reach explainable settlement

Network reconstruction and capacity investments are based on non-consolidated data

The basis for quality assessment and action is not traced

Opportunities to improve operations

Faults and billing issues are addressed with full data

Business impact assessment

How to solve these problems

Recommended solutions

Utility network loss and incident management system

Utility network GIS and field crew management system

Water quality monitoring and incident management system

Utility meter reading and billing management system

Utility network renewal analysis tool

Criteria for assessing the investment

Implementation requirements

Drinking water supplier

Sewage collection and treatment

Heat Network Service

Area and other services operator without distribution network

Key implementation requirements

Sources of wealth and investment

Network management and water quality solutions

The reason for the balance difference

Start of Response

Source of settlement

Customer Network Connection

Supplementary application clause

Operational performance indicators

Key risks

Innovation and practical applications

Analysis of network measurements and possible leaks

Network disruption exposure simulation

Frequently asked questions

What utility functions can be combined in a common system?

Does the investment system need to become a new asset register?

How do you assess whether there has been a reduction in unnecessary re-exit?

How do you show uncertainty to the customer during an accident?

Discuss a gap in your service process