From watts to water with data driven technology

After transforming energy with smart meters, Intellihub is diving into water utilities, using data-driven technology to help conserve resources and cut costs.

Water utilities face unprecedented challenges, from climate change to population growth. After Cape Town, where will the next day zero be? Johannesburg has started to make disaster plans with their own day zero looming due to infrastructure outages and excessive water loss. One might think the answer to the challenges faced by water utilities lies solely in infrastructure upgrades. However, an alternative solution is quietly making waves: digital transformation. While much of the focus in the past has been on large-scale physical projects, Inge Diamond, General Manager of Smart Water at Intellihub, argues that technology, specifically digital water metering, holds the key to long-term sustainability.

Intellihub’s roots are in energy, where it designed and developed foundational metering-as-a-service (MaaS) capabilities that can serve industries for better outcomes. Its journey in the water sector began with the knowledge that the benefits arising from MaaS support different utilities, networks and consumers. As the water industry faces mounting pressures, from ageing infrastructure to the need for better water management, Intellihub’s solutions offer a way to simultaneously enhance operational efficiency and improve customer relations.

From energy to water

Intellihub’s experience in the energy sector has proven invaluable in understanding the complexities of utility management. The transition from outdated, manual-read electricity meters to advanced digital meters has allowed for near real-time data collection across Australia. This shift has empowered energy providers to offer better services like dynamic pricing and flexible, decentralised energy management. This enables intelligent management of consumer devices to reduce the cost of energy and stabilise the grid, such as hot water heaters, residential batteries and electric vehicle chargers.

According to Diamond, the parallels between the energy and water sectors are significant. Both industries are tasked with managing vast networks that are increasingly stressed by external factors such as climate change, ageing infrastructure, and population growth. Leveraging data has transformed energy networks, allowing for more precise decision-making, quicker responses to faults, and improved customer engagement. Diamond sees the same benefits applying to water utilities.

“Smart meters enable us to gather parameters such as water flow rates, pressure and leaks,” said Diamond. “With this data, utilities can respond quicker to network changes, reducing water losses and improving consumer outcomes.”

A new customer experience

One of the most compelling aspects of Intellihub’s offering is how it reframes the relationship between water utilities and their customers. Traditionally, water providers communicate with customers only when there’s a problem. This is usually a spike in usage, a leak, or an outage. Intellihub aims to change that narrative by offering utilities tools that allow for more positive, proactive customer engagement.

For example, smart meters can alert customers if their water usage is trending higher than usual, allowing them to adjust their behaviour before receiving a high bill. In cases of leaks, the meters can provide immediate notifications, helping customers avoid costly surprises. Diamond believes this kind of transparency and proactive communication will be a game-changer in customer relations.

“Consumers are increasingly looking for ways to manage their cost of living, and water usage is no exception,” she said. “By giving customers timely insights into their consumption, we can help them make smarter decisions and avoid bill shock. It’s about shifting from a reactive to a proactive approach, and that’s what customers today expect.”

Beyond individual households, Intellihub also sees potential in
multi-tenant buildings, where equitable water charges have long been a challenge.

The future of smart water systems

While smart water metering is still in its infancy, especially compared to energy, Diamond sees enormous growth potential. Currently, less than ten per cent of the Australian water market has transitioned to digital metering, with New Zealand’s penetration even lower. This leaves a significant opportunity for Intellihub to establish itself as a leader in the space, even with many companies already involved in the smart water market.

“We’ve already proven our capabilities in the energy sector, and now we’re ready to bring that expertise to water,” Diamond said. “The technology is agnostic – we work with the best devices and partners in the market to ensure that we offer a robust, future-proof solution.”

One of Intellihub’s key advantages is its ability to offer water utilities a complete MaaS model. This approach provides the hardware and data management needed for digital water metering and takes care of the ongoing operational aspects, such as device installation, maintenance and data integrity.

By managing the entire process, Intellihub allows water utilities to focus on their core challenges – like improving water quality and expanding service to growing populations – without being bogged down by the upfront cost and complexity of digital transformation.

Challenges & opportunities ahead

While the benefits of digital water metering are clear, the transition is not without its challenges. Many utilities are hesitant to invest in new technology, particularly in a sector where budgets are often stretched thin. However, Diamond is confident that the long-term savings and efficiencies that smart metering offers will outweigh the costs.

“There’s a learning curve, for sure,” Diamond said. “But once utilities achieve the benefits of a smart network, and customers experience the benefits of near real-time monitoring, the value proposition becomes undeniable.”

Intellihub is betting on this value becoming apparent sooner rather than later. Over the next few years, the company plans to replicate its energy success in the water sector, rolling out millions of digital meters across Australia and New Zealand. The plan is that, much like energy, these meters will improve utility performance and help create a more sustainable and resilient water network.

As the water industry grapples with growing challenges, from climate change to increasing consumer demands, the role of technology will become ever more critical. Intellihub, under the leadership of Inge Diamond, is poised to take charge of bringing smart metering to water utilities across Australia and New Zealand. By harnessing the power of granular data, Intellihub aims to create more resilient networks, offer better customer service, and ultimately transform how water is managed.

For more information, visit intellihub.com.au/digitalwater