WSSC Water outlined a human-centered approach to digital transformation that pairs new technology with organizational change, training, and data governance. General Manager and CEO Kishia L. Powell, who joined the utility in January 2023 after leadership roles in Atlanta, Baltimore, and Jackson and a tenure as Chief Operating Officer at DC Water, said lessons from past challenges reinforced a focus on people, processes, and preparedness. That perspective now informs WSSC Water’s Smart Water strategy, which integrates digital initiatives with asset management, affordability, and customer engagement.
Powell emphasized that setbacks in previous programs became learning opportunities, underscoring the need for clear purpose in technology investments and early, sustained change management. The aim is to equip teams to make accurate, timely decisions, particularly in operations where seconds matter. WSSC Water has tasked its Chief Information Officer with a utility-wide roadmap, presented to the senior leadership team, to embed digital practices across the organization rather than treat them as standalone IT projects.
According to the plan, digital transformation is being integrated across the Commission by aligning people, processes, data, and technology to address real business challenges. This approach targets better decision-making and continuous improvements in outcomes for both customers and employees. The roadmap is designed to provide a durable foundation for sustained and transformative change.
A key component is the Advanced Metering Infrastructure (AMI) pilot. On the customer side, WSSC Water expects monthly billing, timely bills based on actual readings, leak alerts that help manage consumption, and greater transparency to eliminate billing errors. For the workforce, AMI reduces hazardous manual meter reading, which has exposed employees to risks such as aggressive dogs, confrontations, verbal threats, and gun violence, while creating opportunities for advancement into new roles. Operationally, AMI is expected to improve customer service with regular-interval consumption data, provide more timely usage information for system planning, support more efficient distribution system management, and reduce non-revenue water and other operating costs.
The utility is also helping develop artificial intelligence tools for water resource recovery facilities. Near-term priorities include using AI to predict and prevent operational issues and to optimize treatment processes. Beyond plant operations, WSSC Water sees AI supporting internal functions, such as producing training materials for supplier diversity cohorts and assisting human resources tasks, while keeping people in the loop and operating under defined guardrails and data governance.
As systems become more connected, cybersecurity and trusted data remain central. WSSC Water is setting clear governance, defining use cases, and training staff to use new tools responsibly. The intent is to innovate while protecting customer trust through a strong cybersecurity posture and disciplined data practices.
WSSC Water has expanded its water quality laboratory, bringing PFAS testing in-house to reduce costs and shorten turnaround times from weeks to hours. The added capacity is intended to improve responsiveness to emerging water quality issues and enable more timely treatment adjustments. The utility also plans to leverage the lab’s capabilities to support other utilities, creating non-rate revenue that can help maintain affordable rates.
Customer expectations shaped by banking, retail, healthcare, and travel are guiding WSSC Water’s cloud-first customer strategy. The goal is to make it easier to pay bills, understand water use, report problems, and receive timely information. Internally, Operation True North elevates process redesign, procedures, training, and employee empowerment alongside technology deployment. In working with the market, the utility differentiates partners from vendors by seeking alignment with its strategic plan, mission, and community needs, supported by transparent requirements and continuous engagement. Looking to 2030, WSSC Water targets an integrated enterprise resource planning system and a digital twin to connect people, data, and systems, enabling better visibility, more proactive infrastructure management, and improved service across the organization.
