Transforming the water sector: smart technology, system alignment and customer experience

Gentrack recently hosted a webinar bringing together industry leaders from across Australia and New Zealand to discuss how water utilities are preparing for a smarter, more resilient future.

Water is essential to life, sustaining communities, economies and the environment. But the sector faces mounting pressures from climate change, population growth, new regulations and shifting customer expectations. Rising living costs also mean affordability and support for vulnerable customers are critical.

Transformation is an opportunity  to rethink service delivery, supported by smarter systems, stronger governance and a customer-first approach.  To discuss this, Gentrack’s Jason Perera, Allan Sampson and Avijeet Khanuja were joined by Belinda Jones from Hunter Water.

Customers and system alignment

Throughout the session, the close link between customer needs and system design was a clear focus. When billing and CRM systems are separate, inefficiency grows, costs rise and it becomes harder to solve customer issues. Unifying them reduces costs, eases pressure on staff and delivers a more connected customer experience.

“Customers really want transparency around the services they’re paying for.” – Jason Perera, Gentrack

Smart metering

Smart metering was another focus. Real-time data helps detect leaks early and gives customers clearer insight into usage. For households under financial stress, this transparency is vital to prevent bill shock and allow proactive action.

AI and automation

The panel also explored AI and automation, which can manage routine enquiries and allow customers to self-service, freeing frontline teams to better support vulnerable customers.

“Not everyone is digitally savvy, and a lot of our vulnerable customers might not even have a computer.” — Belinda Jones, Hunter Water

Reform and accountability

Industry reforms are also shaping the sector. New regulations and government initiatives are driving greater accountability, transparency and sustainability, alongside technology’s role in reshaping value delivery.

The takeaway  

Transformation is about both outcomes and how they are achieved. Phased change, delivering value early and often, reduces risk and builds trust, so long as customers remain at the centre.

This is just a snapshot. The full webinar explores how utilities across Australia and New Zealand are approaching change, with practical insights for building smarter, fairer and more resilient services.

Watch the full session here >>

If you’re looking at how to transform, get in touch today.