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Digital Water Utility Maturity
Benchmarking Tool


The purpose of the Digital Water Utility Maturity Tool is to facilitate the assessment of a water utility’s digital information systems and processes maturity and aid in the development of strategies, budgets, and implementation plans for improving the efficiency and customer service of the utility. The assessment is intended to be undertaken at the organizational level by utility management with a holistic overview of the utility.

This tool helps the utility evaluate its digital services and processes maturity level based on seven categories considered important for a digital water utility. These include collection of appropriate data, analysis of these data to provide information, and the use of this information to guide decision-making.

Maturity Levels

The following six maturity levels can be used to define the state of a utility’s digital maturity:
  • Level 0: Baseline. The level before any significant steps are taken toward implementing digitization.
  • Level 1: Initiating. Exploring the options, developing a strategy, and conducting small-scale implementations to test digital services and processes.
  • Level 2: Enabling. Having a clear, utility-wide strategy and investing in small implementations based on the strategy.
  • Level 3:Integrating. Merging digital services and processes across the utility and demonstrating cross-functional measurable benefits.
  • Level 4: Optimizing. Fusing information across the utility and potentially beyond the utility (e.g., customers, regulators) to increase measurable benefits.
  • Level 5: Pioneering. Innovating as an industry leader.


Categories are logical groupings of capabilities and characteristics considered important to a digital water/wastewater utility. This tool uses the following seven categories:
  • Strategy & Vision: The approach and foresight to guide development of a digital water system.
  • Risk & Resiliency: The way the utility uses the information to reduce risk and enhance resiliency.
  • Workforce: The way information is being used to optimize the workforce and skillsets within the workforce to advance the digital strategy.
  • Asset Management: The way information is being used to manage assets.
  • Data Management: The way data are collected, quality maintained, and transmitted to the point of analysis.
  • Integration & Interoperability: Whether systems managing the information are integrated across the organization and the information is available to all members of the organization who can make use of that information.
  • Analytics & Information Use: Methods used for analysis of the data to produce useful, actionable information and the ways that information is used within the organization.