7 key problems Water Industry need to solve

7 key problems Water Industry need to solve

1. 1. WATER INDUSTRY AND ITS FUTURE CHALLENGES KEY PROBLEMS WE NEED TO SOLVE BEFORE FACING THEM 7
2. 2. 1 Service and operational KPIs are based on partial and non reliable information How can weimprove when there’s no awareness of weakness? That’s what happens in mostWater Utilities. Everyone knows that there are things that do not workproperly ... but nobody knows.On the one hand there’s no previous business processes analysis that helps companies to design easy and simple pain points monitoring mechanisms. Furthermore, the mobile or not IT systems that supposedly are the responsible foran easy and fast data entry, have been designed to reduce bureaucratic workinstead of create a consistent knowledge base to learn and take better decisions. The result is dramatic. We’re generating non representative KPIs from invented data. We’re making tricks playing to the solitaire.
3. 3. 2 Companies know how isn’t yet gathered in any digital format Petabytes and Petabytes of data is being generated around the world every day.The percentage of daily non registered data is infinitely superior. Same story in Water Utilities. There are thousands and thousands of transactions, operations, emails, conversations and other ways of valuable communication that is not collected or registered properly. It has been happened for years which, in absence of historical data, does not allow Water Utilities learn from experience. But perhaps most egregious is that basic operational information about processes, systems or field operations are still in people’s brains instead of digital data bases.The risk and costfor companies is too high. What can not be shared easily, don’t exist…
4. 4. 3 Key transformational decisions are based exclusivelyon short term profitability parameters We can know that something we’re doing is wrong. Wecan have a clear awareness of it and sane intention to solveit. But when werealize that solution implies an organizational change with a more or less significant impact on the budget or business processes, thing changes. Justifying past decisions or investments causes that solutions evaluation to big underlying problems were measured by tangible profitability. Result,a lot of small actions with an evident impact on spending relegate at the end of the list the real transformations. That is, it is preferred to treat the symptoms instead of ending with the disease. Thus it is very difficult to solve Water Utility real problems
5. 5. 4 Cost resulting from the high duplication rate of activities, projects, studies and tasks is really huge The world is full of professionals with aclear desire for improvement. Unfortunately, the factthat they do not have a single source of information easily accessible and shared in their companies makes many of them work in parallel on the same problems rather than sharing and collaboration. And it's not amatter of will. It is a matter of coordination and put the right tools and organizational means to avoid sterile disputes between departments and lots of hours spent meaningless. Perhaps collaborating shortens the time needed between strategy and execution. Who knows…
6. 6. 5 Power without control is useless Today there is not a single Utility in the world that is not thinking in predictive maintenance application in their operations. How can anybody consider such athing when mostof the thousands of blue collars who go out to perform asset maintenance tasks goes to change or repair something that is broken or don’t function properly? It's the “Run to failure” old strategy. If no data is extracting from the assets and our blue collars spend avery few percentage of their time on preventive maintenance tasks, how can Utilities think of learning about an assetdata that is not available? Is not it logical to obtain such data before considering extract knowledge from them?
7. 7. 6 High level of specificity in municipal legislation hampers rapid adoption of technology Today is the time of IT platforms. It’s IaaS,PaaS and SaaS time. The fast and easy setup process have beaten the high customization projects we used to do in the past. Natural software market trend has led a proliferation of tools that reduce dramatically implementation and go to market times. These tools have promoted the standardization of company’s business processes while they covered mostof the needs. But the complexity of Water Utilities organizational needs is still focused on the way each of them contract, bill and rate the water service. The reason in most of the cases forthis mess is derived from the local government continuous changes. The result, heterogeneity is high and the casuistry becomes alarming. While some coordinated effortto minimize it is not addressed, the synergy in the sector to leverage the use of technology will remain low
8. 8. 7 Past legacy is a heavy slab for Water Utilities Unchanged ways to operate applied for years.Spending and investment strategies based on asset rehabilitation and renew. Full opacity in the way to operate, invest and spend at the eyes of end customer. The water bill as the only communication channel. Reputation often questioned. All these subjects might well deserve a posttheir selves. The inertia of many years is hard to beat when Utilities have to face and deal with dramatic changes that in many cases mean a substantial transformation of the way of understanding the Water "business".
9. 9. WHAT’S BEHIND? LET ME PROVIDE SOME DETAIL AND DARE TO MAKE SOME RECOMMENDATIONS
10. 10. Basedata togeneratetheasset inventorydon’t exist or areobsolete. Then it’s necessarytogather newinformation or reviewtheexisting onethrough field campaigns tryingtoavoid high expenses Having availabledigitalized information tosimulate/operatethe network as soon as possibleis veryimportant for Water Utilities.But realitydemonstratetheyspend long timetodothat Thequalitylevelof existing data is uncertain.In best cases,theyrealize that thesedatais incomplete,incorrector inexact according the operationalor business rules defined bytheUtility,when exist and are clear enough… Normally it’s very difficult toaccess asset inventorydata.IT systems and organizations arenot orientedtosharethiscrucialinfo.Instead of collaboration mechanisms wefind datasilos and duplicateddata Nobodyknows therisk and impact relatedtotheassets.Their criticality is calculated subjectivelyand onlysomeofthemaremonitorized to obtain their performance.On top ofthat,this kind ofinfois not collected systematically(field work) or automatically Thefinallocalization of anyasset is not registered during the installation process.Thatmakesimpossiblelatertraceabilityrelated with model,brand or anyother asset specification Related to ASSET INVENTORY HOW TO REACT… • Automatizing the edition of inventory and networkelements according your connectivity and business rules (laterals,connection services,manholes…) • Creating aproper edition environment for operators (import from CAD, workflows, edition from sketching…) • Implementing Smart design and follow-up tools for inventory campaigns • Smart segmentation/zoning • Real vs Planned • Progress control(per person,per contractor…) • Analyzing dataquality • Data completeness map • Data validity map • Data integrity map (Rules breakcontrol) • Implementing easy mapping search and exploitation advanced toolfor Asset Inventory • Access to attached data(images,voice,video,specs docs…) • Access to historian data(operations,maintenance tasks…) • Access to RealTime data(controldata,performance…) • Analyzing asset cadaster • Condition map • Usefullife map • Matrix risk/impact map • Monitoring associated asset riskand criticality • Different risktypology • Different failure mode typology • Different consequence typology
11. 11. Nowadays,95% ofasset maintenancefield works worldwidearebased on a “Run tofailure”strategy.Wesend peopleoncetheassetis broken and theserviceis affected There’s a verylittlespacefor preventivemaintenancein a field worker’s journey.Most of thetimeis driving and respondingtoendlessforms Maintenancetasks areplannedbasedon intuition.Onlyin a small percentageofthecases usefulliferelated parametersaretaken into account in theprocess Foreman’s experienceis thescienceused toplan maintenanceroutes. NoVehicleRoutePlanning,Network analysis or other logistic are normallyused In such places wheredata is collected automatically,themain purpose is remotecontrolusing SCADAtechnology. Data is not usedtomonitor or analyzeasset condition or performance Water utilities don’t knowsuch a basic assetinstalledparameters as brand or model.So,theydon’t knowtherisk or break impact associated.Even thecriticality.Obviously,theycan’tusethesedata to createmaintenanceplans Normally there’s nocultureofcost analysis regarding maintenance costs.Lack ofinformation makes this impossible Related to ASSET MAINTENANCE HOW TO REACT… • Visualizing and analyzing maintenance planning • Maintenance frequency (fix,threshold,average point…) • Typology (Run to failure,preventive,predictive…) • Implementing Smart asset search according specifications to easy create maintenance plans • Calculating risk • Risk by asset map (mostly network) • Risk by years map • Calculating impact • Different parameters (hydraulic,operational, commercial, demographic…) • Calculating criticality • Matrix risk-impact map (Hot Spots/Criticalassets identification) • Historical evolution visualization • Monitoring Service levelof agreement compliance • Response times and SLA map • Analyzing maintenance cost versus asset performance • Maintenance deviation map • Prioritizing risk based inspections (RBI) • Calculation based on fail probability and consequences • Inspection proposalmap • Visualizing fail tree associated to criticalassets • Geoprocessing to simulate affected areas/assets in case offailure
12. 12. TheROA(Return ofAssets) and optimumreplacementtimeoftheir assets arecompletelyunknown in most oftheWater Utilities Investment planning in replacementor rehabilitation projects is made attending toa non “technical”parameters and,in bestcases, prioritizing areas with major neighboringpressure Subjectivityis toohigh in allthephases ofCapitalInvestment Planning.Most ofthetimetheabsenceofa operationaland critical network events databasewith whichperformthemandatory geoprocessing and analysis leaves thesubjectiveoption as unique Necessarydata calculation andprocessing toobtain theright estimation in Capitalprojectsaremadewith a less levelofautomation. This means long cooking times tointegrateinsidetheUtilitytaking decision process Related to INVESTMENT HOW TO REACT… • Obtaining the ROA • ROA map • Thematic maps for asset rate • Obtaining the optimum asset replacement time • Time-Type of asset matrix thematic maps • Replacement proposal(layer) by year • Analyzing CAPEX & OPEX • Based on average costs and year replacement rules • Thematic maps by investment estimated costs by asset
13. 13. Bluecollar mobility is thought byofficeworkers and for officeworkers. People on field havetodealwith non easyand intuitiveapps Thefield workforceis, mainly,“digitalilliterate”.Theageofour workers is high and there’s a lowrotation ratein Water Utility.Wateris not too sexy for young and digitalnativepeople Automation of data collection,remoteor directlyon thefield,never has been a priorityfor Water Utilities.Nowthat is something “cool” theyneed totakeprofit oftheir past investmentsin technologyfor field workforce(apps,devices…) Theoperations knowledgeis stilla matterofpeople.Field workers and operators retain thegood practices andmost effectiveprocesses.No realtransferenceprocesstotheIT systems is takingplacenowadays, principallybecausethesesystems arenot prepared toreceiveand managesuch a “non structured”data Bad user experiences in theappspromotes bad practiceson thefield. So,thegathered information is inventedin a high percentageofthe cases.Thegoal for thefield worker on a correctivetask is repairing.The rest is secondary… Paper is stilla reality.Thetimelapsebetween thedata collection in field and his usagein officeis extremelyhigh.His usagefor a operationaldecision is unlikely… Related to WORKSAND INTERVENTIONS HOW TO REACT… • Analyzing workand interventions cloud of points • From different points of view,segmentation and categorization • From a historical perspective • Implementing smart Geo tools for sketching on the field • Attached high resolution media • Real time messaging and chatting • Reengineering operation mobility to fit with blue collar real capabilities • User Experience analysis to define new journeys • Adjusting view levels and accuracy tools to crew responsibilities • Inventory simplified view map • Inventory detailed view (CAD) map in different and focused apps • Optimizing maintenance routes calculation and assignment • Different parameters beyond Geo (skills,availability…) • Recommendations based on location, availability and others • Automating workplanning • Smart taskgrouping and assignment • Implementing fully operational awareness tools based on areal interoperability • Including GPS tracking in operational awareness • Field workers location • Geofencing • Routing historical analysis (machine learning)
14. 14. Manualmeter reading is thewayWater Utilitiesareobtaining the necessarydata for billing.AMR and Smart Meteringarestillresidualin front of theamount ofmeter readers dailywalking byour streets There’s a big spacefor error in manualtype.Maybeis faster and cheaper than other types butthehigh volumeofinspections and complaints derived fromthis process don’tbalanceout thepotential benefits Thehigh dependencebetween readingand billing process makes entireprocess toorigid.Thetranslation torealityis a hugelack of efficiency in themeter reading plan.Whilewater billing rates structures wereorientedtosegmentand penalizelargeconsumers, thebilling dates willcontinuebeing inflexible. On top of that,manualreading is often subcontracted with the purposeofdecreaseoperationalcosts.This means less controland influenceon theprocess and technologysubcontractorsapplytothe guaranteequalityand feasibility.In front ofthis scenario,using geoprocessing toobtain meter reading routes is somethingunreal… On theother side,Smart Metering is stillimmature.Water Utilities don’t seethebenefits rather than obtain a datareadyfor billing.In addition,oncetheystarttoinvest in thatdirection theinfrastructure deployment is doing with theback facinggeotechnologyand attending onlytopermission availability.Where’s theefficiency? Related to METERING HOW TO REACT… • Monitoring asset controldata • Real Time map (integrated with SCADA) • Implementing Smart design and follow-up tools for meter reading campaigns • Smart segmentation/zoning • Real vs Planned • Progress control(per person,per contractor…) • Applying Smart Geo for route calculation • Automatic generation based on multiple parameters • Automatic recalculation in case of incidences • Learning from readers experience • Big Data and Machine learning application • Analyzing meter readers provider’s SLAs • Best providers • Change proposals based on compliance levels • Preparing the Smart Metering implementation • Antennas best location map (deployment proposal) • Calculating tangible benefits of Smart Metering adoption • Analyzing existing Smart Metering • Antennacriticality map • Redundancy levelof communication network • Analyzing meter inventory analysis • By age • By dimension • By consumer type
15. 15. SCADAand hydraulic modelling is poorlyintegratedin theWater UtilityIT ecosystem.In thesameway,few Water Utilities has got a real integration betweenoperationalandcommercialsystems toassure theresponsein front ofnetwork criticalevents Operationalawarenessis a difficult job for Utilities.Onlythebig ones haveinvested in RealTimeNetwork monitoring and eventdetection. Therest haveserious difficulties toobtain an integrated vision trough dashboarding There’s nostandardprocedures tocollect,treat,storageand analyze operationaldata.Under thesecircumstancesis difficult for Water Utilities tofacechallenges likeleak detection,sectorization andother techniques that makethempossibletooptimizeshortand long term operation. Related to OPERATION HOW TO REACT… • Monitoring events on the networkto identify anomalies • Real Time • Historical perspective • Calculating hydraulic balances • DMA balances map • Monitoring water quality • Monitoring points map • Access to analytics results (realtime and evolution) • Integrating data in water supply modelling • Water demand allocation • Fire flows • Water mix (sources mapping, homogeneous areas mapping…) • Water persistence • Integrating data in sewer and drainage modelling • Simulating water networks • Valve isolation trace • Upstream-Downstream trace • Flow accumulation
16. 16. Water Utilities don’t havean uniquehistoricalvision toanalyzethe asset and network evolution.Traditionallydifferent phases ofprojects and interventions havebeen registered in multipleformats and digital supports,makingalmost impossibletoquerythepast. Project tracking is madeunder a budgetdeviation perspective.So,a big percentageofthedata generatedduringa constructionis not “necessary”toregister.It provokes that,whena deviation is detected, is hard tofind thecauses Therearedifferent systems involved in theproject management process.FromCAD tobudgeting tools,most ofthemhavedifferent responsibleor different formats.BIM(Building Information Modelling) adoption is somethingstillon thehorizon… Potentialsynergies derived fromtheresources location and continuous displacements betweenconstructions in a organization don’t beleveraged.European laws makethemcomplextodeployapps based on GPS tracking for peopleor devices Related to PROJECT MANAGEMENT HOW TO REACT… • Deploying smart tools for project management editors and analysts • Networkconnectivity analysis • Operation simulation • Building an historical project database • Different networks evolution map • Implementing smart budgeting tools • Based on Geo tools • Connected to legacy/finantial systems • Connecting project geodatabase with Project Management tools • Planning mode • Tracking mode • Budget deviation mode
17. 17. Normally company’s customers arenot properlyrepresentedon a map.Water Utilities,always influencedbytheir shorttermeconomic return obsession,don’tsenseimmediatelya realbenefit in geocoding Thebilling process in usuallycomplexand fullyof casuistic.In addition,localgovernment influenceis highmakingalmost impossibletoshareeasilysynergies,proceduresand tools between companies without a good layer ofcustomization Regarding today’s readingand billingmonthlyandbimonthly frequencies ,theanalyticalchallengefor Water Utilities is huge. Smart Metering is coming so,therealityis that consumption forecast and billing period estimation arefar frombeing easytocalculate today Consumption analysis is stillan unresolved matter.Therepresentation, qualityand quantityofcustomer’s data is not at thenecessarylevelto takeright decisions. Business Intelligenceareabsolutelyorientedtobilling consolidation and report.Onlyfewof themgofurther trying tocover thedebt analysis.There’s stilla long path alongthewaybeforethesesystems start tobereallyvaluable… Related to BILLING HOW TO REACT… • Discovering our customers • Thematic maps by age, connection type,consumption type,large consumers,criticality… • Mapping our customer’s behavior • Consumption evolution • By segmentation (domestic,commercial…) • Implementing Smart design and follow-up tools for customer cadaster reviewing • Smart segmentation/zoning • Real vs Planned • Discovering how debt evolves • Debt map • Cross analysis with customer dataand demographics • Cross analysis with offices location • Cross analysis with digital channels • Analyzing the anomalous consumption • Fraud identification map • Meter abnormalfunction identification
18. 18. TraditionalCustomer Carestrategies andIT systems usedfor years in Water Industryarenot fullyoriented toguaranteecustomer satisfaction.Achangein Water Utilities sensibilitytowards end customers has took placein recent years.But there’s a lot ofwork todo prior tochangecustomer’s poor imageofwater companies Water Utilities don’t knowwhois their customer.Thedifficultyto obtain information fromthembeyond thestrictlynecessarytocontract theserviceprovokes a hugelack ofunderstandingaboutend customer’s interests,behavior or needs Thepaper water billis mainlythecommunication channelwith customer.Technologyadvances arefocusedon onlineoffices and better IT systems for physicaloffices Callcenter don’t havea 360ºcustomer vision becausethechasm between operationalandcustomercaredepartments.In addition, level of digitaltransparencywith customers is stillverylow.The customer interaction consuming or giving information through digital channels is something towok hard Water Utilities wants toshareproactiverecommendations,smart advises and good consuming practices with their customers. Unfortunately,processes anddata arenot readyfor it.Analytics applied toCustomer Careis nowadays just a desire… Related to CUSTOMER CARE HOW TO REACT… • Understanding how our customer feeland trying to find disappointment sources • Customer satisfaction map • Cross analysis between incidents and customer satisfaction • Improving Call Center tools • Customer 360º vision • CRM integration • Publishing information to the customer • Programed service shutoff • Networkincidence map in real time
19. 19. Usually,thepower of consumption analysis,customer behavior, operationaland maintenancetasks andother relevantinfofor Water Utilities is not convenientlyleveraged in Smart Cityinitiatives.The stateand feasibilityofdata generatea hugevolumeofextra work beforetheycan beshared with others atthesamequalitylevel Thereareunexplored fields ofanalysis regarding consumption that could behighlyvaluablefor theSmart City.Acitybehavior radiographycan beeasilydoneat differentlevels ofaggregation hourly,dailyor monthly.In few cases localcensus and demographic data arelinked with data coming fromUtility Therearea lot of opportunities totakeadvantageofWater Utility assets and field work forcefar from thecurrent usage.In the innovation era this is a need… Related to THE SMART CITY HOW TO REACT… • Exploring new possibilities for Water Utility assets • Design thinking process • Empowering current IT systems interoperability • Design of apowerfulAPI strategy • Software platform adoption instead of custom developments • Opening the doors to our City neighbors • Multiutility vision vs narrowed minds
20. 20. Necessarydata togenerateEmergencyPlans arepoorlyupdated.This process is mostlyexecuted manuallywithout a proper adoption ofnew technologyoffering Emergencyis thenaturalfield toGIStechnology.Water Utilities are not using properlythepowerfulofthis technologytoprepare,predict, manageand evaluatetheimpactofnaturaldisasters Beyond largecompanies thathaveconsistent strategies,Automatic EmergencySystems for severerain events or flooding arenot enough implemented on theterritory.In addition,thehighcost of maintenanceand “non official”status makethemsovulnerableto economic crisis Emergencyawareness or Decision SupportSystems arenot a priority for Water Utilities.Even necessaryinteroperabilitywith other administrations areoften not guaranteed in caseofemergency There’s noa well definebroadcasting strategytowardscitizen in case of emergency Related to EMERGENCIES Every daya hugeamount ofWater Utilityfield workers aremanaging riskytasks completelyalone.Thestateoftheart ofthetechnology applied toHSE is growing rapidlybut theadoption in thecompanies is stillvery low There’s a realregulatorypressurethat implies a lot ofcustomization by state,region or municipality.Standardization is stilltocome… Thejob of theHSE departmentsis titanic.Theyhavetoconvincedthe rest of theorganization (mostlyOperations) about thebenefits oftheir job,saving life.But thetransposition ofthis laudabledesiretoreality using technologyis seen normallyas an cost overrun Risk and HSE information arenot considered initiallyfor Water Utilities as priorityin themobilitystrategy.Theinstantaccesstothis crucialinfoat anytimeon thefield seems tobean extra in front of operationaldata collection. In thesamedirection,vitalsignsmonitoring or emergencycalling apps arenot convenientlyrepresentedin thefield workers mobility Related to HEALTH & SAFETY
21. 21. thanks for your attention
22. 22. Almost 20 years in InformationTechnology and softwareprofession Many ofthem dedicated to Water Industry with different hats Passionate about Software, Business Analytics, Marketing and Business Development Runner, reader and sporadic blogger Dani Cardelús danicardelus@gmail.com ABOUT THE AUTHOR