SWAN Interviews

Interview Highlights

  • "The next generation of resilient water supply networks will use new technologies to dynamically adapt their supply network"

    David Frost
    David Frost
    Servelec Technologies - Read More
  • "Treatment and storage solutions are great but knowing what’s in our water, in a scalable automated way might be the next step in building a cohesive solution for a smarter, sustainable and safer future."

    Meena Sankaran
    Meena Sankaran
    KETOS, Inc. - Read More
  • "Few sectors face the scale and complexity of the challenges that are emerging in the water sector as climate change, population growth and urbanisation pressures combine."

    James Dunning
    James Dunning
    Syrinix - Read More
  • "Opportunities to improve collaboration with utilities include improved data sharing and shortened procurement processes."

    Andrew Kodis
    Andrew Kodis
    Olea Edge Analytics - Read More
  • "Having technology platforms that encouraged town-wide collaboration was vital for realizing our vision of an collaborative and innovative culture."

    Sarah Braman
    Sarah Braman
    Town of Cary - Read More
  • "The industry definitely needs motivated young professionals with different skills and backgrounds to integrate new technology and break down challenges in to smaller localised concepts and solutions."

    Matteo Viccardi
    Matteo Viccardi
    Isoil Industria spa - Read More
  • "The sooner we can explain the problems and causes of water scarcity to each other, the sooner we can start thinking about solutions. Each of us is responsible to inform our peers about subjects which are important for our planet."

    Mulundu Sichone
    Mulundu Sichone
    Pydro - Read More
  • "Don’t forget about who you’re doing all of this for – your customers, your community. Put them at front of mind and think about how you can work with them to achieve a better life."

    Dr. Helen Edmonds
    Dr. Helen Edmonds
    SA Water - Read More
  • "There are great platforms to learn more about the industry and build a good network of friends, colleagues and suppliers who can help meet future challenges."

    Tom Woolley
    Tom Woolley
    Royal HaskoningDHV - Read More
  • "Boldly go where you need to in order to achieve what wish to accomplish. Immerse yourself in what we do- it’s a career, life’s calling, not a job."

    Mike Lunn
    Mike Lunn
    City of Grand Rapids - Read More
  • "SWSM recognises that engagement isn’t about telling customers what to do; rather, it’s providing the tools to allow customers to find out for themselves – which leads to them placing greater value on what they discover."

    Tim Robertson
    Tim Robertson
    Save Water Save Money (SWSM) - Read More

Nicholas Law

Nicholas Law, Senior Account Manager - The Met Office

The Met Office is the national meteorological service for the UK, which provides critical weather services and world-leading climate science that help make better decisions to stay safe and thrive. Since its foundation in 1854, the Met Office has pioneered the science of meteorology and its application. To this day, the Met Office continues to push the boundaries of science and technology, to meet the demands of today and the future.

Q: The Met Office is the UK’s National Meteorological Service. How does the Met Office use weather forecasting to help UK utilities prepare for extreme weather events?

We have dedicated industry experts, including forecasters and scientists, who support sectors across the UK industry in managing the impacts of weather and climate change.  This means working directly with businesses, the UK Government and regulatory bodies to help inform policy and regulatory standards, thereby supporting the industry to operate safely and efficiently. In terms of severe weather impacts for the UK water sector, we collaborate with water companies and suppliers to identify their biggest challenges and jointly develop solutions. Our work covers all aspects from weather hazard forecasting for health and safety and operational asset management, to high-resolution rainfall and demand forecasting. For example, a solution we developed to help better manage severe weather is our new ‘Freeze-Thaw’ warning and alerting capability. The model analyses specific combinations of forecast weather elements, that when combined can cause an impactful freeze-thaw event. An early alert of a ‘freezing and thawing’ event gives a water company enough time to prepare an appropriate response and better manage resources. 

We are also using the latest Met Office climate science and datasets to help water companies plan for the future climate and extreme weather and the impacts this could have on water resources and infrastructure.

Q: What water and wastewater trends is the Met Office most interested in following in 2020? 

As our weather and climate changes, the reliance on accurate weather data for water and wastewater management grows. A trend we are seeing, and a particular area of interest to us, is not just increasing dependence on accurate weather data, but how this data can be most effectively used in operational decision-making alongside other data. For example, with wastewater and high volumes of rainfall, it can be a particularly challenging situation to manage, especially with data from many different sources. Information on sewer conditions, antecedent conditions, area, and customer vulnerability, locations of resources and response teams, etc. all need to come together effectively to make timely management decisions. Making sure the weather data is fully integrated into this process is key, and with geographic information systems playing an increasingly important role, this is a trend we are keen to support.

Q: How is the Met Office working with Smart Technologies in the water sector?

Smart Technologies in the water sector is an exciting area for us. With water management and infrastructure being greatly impacted by weather, a better understanding of how people and networks respond to weather has huge potential benefits. For example, modeling and forecasting leakage or water quality across a catchment. With weather data now being produced at a resolution of 1.5 kilometers over the UK, there is real potential to gain a detailed understanding of vulnerable areas and to forecast high-risk periods. Of course, as time goes on and the more smart data is captured, the stronger those relationships can be and the more powerful tools can be developed.

Q: Tell us something we may not know about the Met Office.

One of the things about the Met Office that never fails to amaze me is the incredible supercomputing power we have - the engine at the heart of what we do. As the world’s fastest operational super-computer it can make 2 million calculations per second for every man, woman and child on the planet. Soon we will store more bits of data than there are grains of sand on all the world’s beaches. Our challenge as the industry team is, with insight from customers, working out what data brings most benefit from the vast quantities of data we produce, and how it can be used to make better business decisions. 

Q: What advice do you have for young professionals interested in the water industry?

I would strongly encourage any young professional to consider the water sector, as there are so many varied roles to choose from. My work with water companies is as diverse as it is interesting with a focus on understanding customers’ needs, understanding and supporting new scientific developments and helping deliver solutions that ensure we have a clean and secure water supply for the future. The thing that has impressed me most since I started in the water sector in 2019 is the willingness of companies to come together to tackle the biggest challenges. While water companies have their individual catchments and challenges, it is becoming more recognised that collaboration is critical for solving some of the biggest issues. With it being a largely ‘non-compete’ marketplace, people and organisations are more open and willing to share and work together than many other sectors. There are many challenges to solve, particularly with the effects of our changing climate and weather, but with an increased emphasis on collaboration and innovation, it is certainly an exciting and rewarding sector to be in.

If you would like to find out more about how the Met Office works with the water industry visit HERE or follow their Infrastructure and Industry page on LinkedIn.

Sophie Altmeyer

Sophie Altmeyer, Technical Manager - HYDREOS

HYDREOS is a French Competitiveness Cluster that is structured to support its members and develop the water industry in the North East of France. Its goal is to gather and to develop a community and innovative solutions for water networks, smart management of infrastructures and biodiversity. It fosters the process of collaborative innovation expertise for sustainable solutions and international development. HYDREOS supports its members in implementing activities favouring sustainable improvements of all kinds that are related to water.

Q: As a long-time SWAN Member, what do you see as the biggest smart water trends to look out for in 2020?

Drinking water and wastewater treatment plants have started integrating digital solutions to optimise their operations. Thus, physical peripherals in industrial environments have become "smarter" with the integration of automation, communications and networks. IT/OT convergence will allow more direct control and more comprehensive monitoring, with easier analysis of these complex systems from anywhere in the world. Digital Twins and process simulation solutions will help minimise the risk of errors and optimise installation and commissioning before a plant or process is even built.

There is a growing trend to work on predictive tools that will enable actions to be taken before any failure occurs and maintenance operations to be optimised. Operational technologies are thus becoming connected, and with this openness there comes problems related to cybersecurity for installations, a problem that has not been addressed until now on facilities that are not remotely accessible.

Q: What are the unique smart water challenges and opportunities that you see for French water utilities?

French companies have massively equipped themselves with digital tools to manage their networks. Today, they are faced with managing the large amount of data generated. Currently, within local authorities, data is still often poorly managed and very few companies have set up governance rules for their data.

With the multiplication of available information, the use of data management technologies (machine learning, artificial intelligence, etc.) is growing and many solutions are now being offered on the market. However, local authorities have difficulties in identifying the real potential of these tools and in choosing the one best suited to their situation.

Q: The theme of the upcoming SWAN Conference is “Moving Beyond Data to Value Creation.” How does HYDREOS foster collaboration to accelerate the water industry?

HYDREOS operates a competitiveness cluster to support the development of the water industry in the North East of France. The goal is to gather and develop a community and innovative solutions for water networks, smart management of infrastructures, and biodiversity. HYDREOS promotes the development of particularly innovative collaborative research and development (R&D) projects and leads a working group about smart water. This group’s purpose is to create crossovers between digital technology, artificial intelligence, data management, augmented reality and the water ecosystems. 

The group’s meetings enable the exchange between actors from across fields and from different cultures: companies, research laboratories, communities. They thus encourage the emergence of new ideas and innovations. 

Q: What is your advice for young professionals who are trying to jumpstart their careers in the water sector?

Young professionals will have to be creative, open-minded and ready to work in collaboration with research laboratories. The rapid changes in technology and society will require the ability to rapidly evolve in their way of thinking and to innovate. A double competence in water treatment and digital technology (automation, data management, etc.) will be a highly appreciated asset.

David Frost

David Frost, Managing Director - Servelec Technologies

A long-time SWAN Member, Servelec Technologies is a global provider of telemetry hardware and software products and systems. The company recently completed the acquisition of Primayer, a world-leading developer and manufacturer of potable water network leak detection and location solutions, expanding the range of services for customers in markets around the world. Managing Director David Frost joined Servelec Technologies in 2018 to implement a solutions-based strategy. Frost spoke to SWAN about trends in the smart water and wastewater sectors, and his vision for a globally connected and resilient world.

Q: As an industry leader in the smart water and wastewater sectors, what trends do you think will make headlines in 2020?

At Servelec Technologies, we believe that there will be a number of significant technological trends in 2020 that will transform efficiency, save money and improve asset performance. With its geographically spread assets and multiple process that all generate massive amounts of information, key to ensuring these improvements is being able to capture and interpret this data in real-time. Our latest technology will help in this area, helping to deliver improved efficiency, cost savings and longevity as well as, ultimately, better-quality service for utilities’ customers. In summary, these trends are: Smart Data Analytics and Smart / Intelligent Sensors, Industrial Internet of Things (IIOT) 4.0, Cloud Data Analytics, Digital Twin Narrow Band and Cyber Security.

Q: Servelec Technologies is at the forefront of data collection and processing, helping cities around the world secure and operate their infrastructure.  What is your vision for the intersection of smart water and resilient cities?

The advances we are making are enabling the collection and analysis of increasing amounts of data.  Much of this information was previously not available.  We are already deploying technology that will enable water organisations to adapt in real time to customer needs, for example, smart metering, showing demand in real time, impact of leakage on specific customers, detecting problems in the sewer network before it becomes a pollution event, amongst others.

Set against this are external factors such as growing demand for water, population increase and climate change, which will all drive the adoption of these new technologies in 2020. There is a pressing need - the Environment Agency is forecasting a water shortage by 2040 if consumers don’t cut usage by a third and water companies cut leaks by 50%.

The next generation of resilient water supply networks will use these new technologies to dynamically adapt their supply network, respond in real-time to changes in operational conditions, deliver performance metrics, and respond to increases in demand and respond to failures.

Q: In August, Servelec Technologies acquired Primayer. With Primayer on board, what is your vision for smart water networks? 

The investment in Primayer further builds out our leading portfolio in remote asset monitoring and control. Adding this technology to the Servelec Technologies portfolio will provide customers with greater choice in the Smart Data analytics space. The benefits for customers will be increased analytics, data capture and cloud storage functionality as well as cross coloration / analysis with other Servelec Technology products.

Primayer is well known for developing new products and services that utilise the latest industrial technology in order to meet the changing and longer-term future needs of our customers.  The acquisition is an ideal fit for solving the world’s urgent water network supply and water loss reduction challenges and will enable us to better develop a strong, global market position.

Q: What is your advice for young professionals hoping to jumpstart their careers in the water sector?

The water and wastewater industry is a broad sector that offers both challenges and rewards for young people. However, because water is a finite and fundamentally important resource, working in this industry is a real privilege. Tackling these challenges - water scarcity, climate change, and a need to reduce usage - will be hugely exciting and will require brilliant young minds to solve them. Utilising smart technology for remote asset monitoring and control is certainly an exciting area to work within this. 

The best advice I can give is to find an area within the industry that really interests you – whether its technology, service or engineering and then look at ways of making that step. There are many ways to enter the industry from traditional routes such as apprenticeship and graduate schemes to showing a real flair or understanding of the challenges. We are happy to work with schools, colleges and Universities to identify talented young people.


Meena Sankaran, Founder & CEO - KETOS Inc.

One of SWAN's newest members, KETOS, Inc. is a start-up delivering integrated, cloud-based, IoT solutions for actionable water intelligence through hardware, secure connectivity, and a robust software fabric. Founder & CEO Meena Sankaran talks to us about the recent Newark lead crisis, industry trends, and more.

Q: As one of the newest SWAN Members, can you share how KETOS supports its customers with its water intelligence platform?

At KETOS, we believe that empowering operators with mission-critical water data can transform their businesses. Our solution is a unique intersection of smart connected networks, data analytics (predictive intelligence with actionable insights), and water sensing technology (innovative hardware for real-time water monitoring). Users will receive state-of-the-art continuous water quality warnings and predictive analytics of heavy metal toxins, inorganics, and several environmental parameters in a single modular system at lab-precision levels of accuracy and reliability. While the hardware incorporates proprietary patented methods of sensing and automation, the software platform has several innovations to bring the capability of data analytics and the strength of technology to the world of water.    

Q: News has recently emerged regarding lead contamination in the 
Newark water crisis. How can cities use water metrics to prevent similar situations?

Municipalities now can have advanced diagnostics on any lead contamination anomalies before they escalate to liability, provision of bottled water and a city-wide scare on public-health. For example, the KETOS Shield system is one of the first in the industry to provide lab-precision data within EPA-desired sensitivity on an automated basis without the need for manual intervention for 20+ parameters, all within a single system. This solution can be installed strategically across an entire city grid including water treatment plants in order to understand the deterioration of water quality through the distribution cycle. It can also provide operators clear insights of where possible infrastructure issues are occurring such as pipeline corrosion. This allows for for proactive pipe repairs through location-mapped data.

Q: What trends in the smart water industry are you most excited about?

The Internet of Water is here. KETOS has entered the water industry at an inflection point where water operators and businesses are going through a transition and reflection of technological automation, optimization and adoption across several tiersWe have built a dynamic predictive modeler that not only takes into account all publicly available static data but also the real-time millions of data points. This flow of data allows for potential correlation with seasonality, man-made contamination sources and more opportunities into the future. 

Hardware is a means to generating data and the unique capability of detecting, collecting, analyzing and presenting heavy metal toxins in real-time is a great start for us. Treatment and storage solutions are great but knowing what’s in our water, in a scalable automated way might be the next step in building a cohesive solution for a smarter, sustainable and safer future. 

Q: What advice do you have for young professionals trying to elevate their careers in the water industry?

As a society, we need to increase awareness and optimize overall water availability for future generations. Continuous water quality monitoring now allows for water recycling and enabling water reuse on a larger scale.

KETOS was built in a data-centric world- this allowed an interdisciplinary collaboration of material scientists, physicists, chemists, electromechanical engineers, robotic engineers, data scientists, cloud architects and IoT engineers to enter into the world of water and work on a combined hardware and software solution.

Water is a complex yet quintessential resource, so the need for young professionals to be creative and adaptive of how they apply learning and innovation from other verticals, segments and markets is very important to how we preserve and enhance this resource while uplifting this industry into technological progress. 


James Dunning, CEO - Syrinix

Syrinix is an award-winning leader in providing intelligent pipeline monitoring solutions for clearer network insights. CEO James Dunning talked to us about utility resilience, "smart" trends, and more.

Q: As a Smart Water pioneer, what recent trends have you seen in the water sector?
“Smart” is no longer the next big thing but increasingly an assumed part of day to day utility operations. Sure there is a way to go and drivers vary, but we are now seeing a growing focus on integrating all of those “smart” data streams, and at much higher resolutions, in ways that may be standard elsewhere but are definitely new to the water sector.

Q: Water loss is a global issue. How has Syrinix evolved to better enable utilities to manage their water systems? 
When Syrinix started we would provide hardware, provide access to the online data, and that was about it. Now though we work much more closely with our customers on an-going basis ensuring not just that they get the most out of our solutions but that they do so in the context of their own individual challenges.

Q: With extreme weather events like the “Beast from the East,” how can utilities use predictive analytics to become more resilient in the future? 
I was told several moons ago by George Kunkel at Philadelphia Water Department that there is no “silver bullet” - and George was and remains absolutely right!. It is about short and long term measures, about identifying susceptible points on networks, about asset maintenance and planning on an on-going basis. Analytics is absolutely an important part of that, but as George says, not the only one – the tricky bit is combining all those parts effectively.

Q: What advice do you have for rising professionals interested in getting involved in the water industry?
Few sectors face the scale and complexity of the challenges that are emerging in the water sector as climate change, population growth and urbanisation pressures combine. At the same time the people in the sector are, almost literally without exception, welcoming constructive and focused on doing an excellent job. So I would say definitely go for it albeit with the usual warning that the world is a small place and it never ceases to amaze me how pathways cross and recross – so treat everyone with respect, play nice, and smile!


Andrew Kodis, Executive VP - Olea Edge Analytics

Olea Edge Analytics, one of SWAN's newest U.S. based members, is an innovative startup helping utility customers become more advanced. Executive VP, Andrew Kodis spoke to us about Digital Twins, advice for young professionals, and more.

Q: You recently presented at the first Workshop of the SWAN Digital Twin H2O Workgroup. What do you see as the main challenges and opportunities for Digital Twin solutions?
Data acquisition, accuracy and integrity represent the biggest challenges to Digital Twin solutions. Water utilities have many systems and sub-systems that require multiple data streams to effectively create a digital twin, which makes a new approach to asset management that drives revenue continuity, promotes equity for both residential and commercial customers and simplifies the maintenance and management of these critical first level assets.

Q: How does Olea assist utilities along their smart water journey?
Water is an increasingly scarce resource! Utilities are challenged by increasing bulk water costs due to scarcity, urbanisation, and changing weather patterns. Water utilities in the United States lose an estimated $3.9 billion annually due to failed or poorly performing commercial and industrial water meters. There is no correlation between the service age or service volume and the failure rate of water meters.

Large commercial and industrial water meters can represent 40%-60% or more of a utility’s annual revenue. The meters are large, difficult to maintain or replace and can fail at any time regardless of age or cumulative service volume. Current best in class solutions tell water utilities that recorded water usage has changed, but not why it’s changed. In regards to this, Olea’s Meter Health Analytics (MHA) solution monitors large commercial and industrial water meters, providing utilities with insights into meter accuracy and delivers clear actionable recommendations.

Q: One of the central themes of the recent SWAN 2019 Conference was digital transformation through collaborative innovation. How would you say this applies to Olea’s work?

First, we are a startup funded by a combination of high net worth individuals, venture capital, and strategic venture capital. Collaboration with our customers and industry is critical for our success to demonstrate the market demand for our solutions to both our current investors and prospective investors.

We have had great success collaborating with utilities during our earliest days of product development. Olea has been successful collecting and developing data, information and actionable intelligence to deliver revenue and value from our earliest prototypes and applications. Utilities have been very supportive through trial purchases, patience and flexibility. Additionally, utilities have trusted Olea, even at our earliest stages, to implement our solutions with minimal utility resources which also provided the opportunity for Olea to innovate fast.

Opportunities to improve collaboration with utilities include improved data sharing and shortened procurement processes. Data transparency helps Olea and utilities clearly understand and identify opportunities and accurately calculate the potential ROI for a solution. Fast procurement and legislative processes inspire investor confidence, or in the case of a more established company, a higher internal ROI on product development which in turn fosters greater innovation investment into the marketplace.

Q: What advice do you have for rising young professionals interested in pursuing a career in the smart water and wastewater sectors?

If you look at the water industry “ecosystem” from water source, treatment, distribution, customers, wastewater collections, treatment and discharge - they all are looking to leverage new technology, sensors and data to maximum performance/results. Anyone entering the water sector should focus on and build their skills around digitisation, software and emerging new technologies. Given the industry trends of experienced employees reaching retirement age, rapid change and digitisation, there is no better time for a young professional to make a positive and meaningful impact on their job and community.


Sarah Braman, Water Resources Engineer - Town of Cary, NC

Town of Cary, one of SWAN's newest U.S. based utility members, is on the front line of Smart City initiatives. Sarah Braman spoke with us about the Town's latest smart water projects, cultural transformations, and advice for young professionals.

Q: Congrats on the Town of Cary being recognised via various awards as a premier place to live. What do you see as the impact of smart water solutions on Cary’s future?
Cary is routinely recognised for the high quality of life we provide our citizens.  Our accolades range from best place to live, safest city, most livable city and more.  Cary is often on the cutting edge of excellence including through smart water technology, having installed AMI smart meters in 2010.  I think the future involves leveraging our data to make better, more data-driven decisions.

Q: You recently presented at the SWAN Digital Twin H2O Workshop in Miami; what has been the Town of Cary’s experience in developing a Digital Twin model?
The Town has some advanced SCADA systems at each of our treatments plants, as well as a SCADA web-portal that allows a remote view of certain components of our system in a user-friendly interface.  We’re in the process of configuring additional sensors, like our sewer flow monitoring and soon some acoustic sensors, with a middleware  software that will allow for remote access and visualization of this data.  At this time, we do not have Digital Twin for our distribution or collection system for operational decisions.  We do have hydraulic models used for master-planning purposes.

Q: At the SWAN 2019 Conference, a major theme was human-led resistance to new technologies; how is the Town of Cary addressing cultural and workforce changes?
Great question. The Town has undergone a wave of technological advancements and these were coupled with significant cultural changes inspired by a new Town Manager in 2016.  It took time to relay the necessity of transformation as our Town matures and the focus shifts from building to maintaining.  Book clubs were an effective technique for establishing a common vocabulary around the topic of adaptive leadership.  Having technology platforms, including Box and Salesforce, that encouraged town-wide collaboration was also vital for realising our vision of an collaborative and innovative culture. (Our story with Salesforce does a nice job showing the culture change).  

Q: What do you see as the most interesting/innovative new trends in the U.S. water sector?
I think the leak detection technology trend is really fascinating and just proves the importance of addressing non-revenue water in order to remain relevant and sustainable.

Q: What advice do you have for rising young professionals interested in the water field?
I definitely encourage young professionals to work hard, be curious, don’t be afraid to ask questions, and stretch yourself because you never know who it will connect you with and ultimately the people we work with are what makes the biggest difference. 


Matteo Viccardi, Export Manager - Isoil Industria spa

Isoil is a global manufacturer and supplier of electromagnetic and ultrasonic flowmeters. Isoil's Export Manager, Matteo Viccardi, is experienced in strategy consulting and consumer goods. Here he tells us about the main challenges he sees for water utilities and the innovations he is most excited for in the industry.

Q: As an industry young professional, what advice do you have for other smart water young professionals interested in pursuing this field?
Having joined the water industry only a couple of years ago, I can definitely say that the possibility of contributing to the global challenge of water management is both exciting and rewarding. The industry definitely needs motivated young professionals with different skills and backgrounds to integrate new technology and break down challenges in to smaller localised concepts and solutions. The water industry can hardly compete with some other industries in terms of salaries and compensations packages, but it can surely offer the great chance to work on one of the most important, complex and underestimated issues of our times, with objective of leaving a better world to future generations.

Q: What are the main sensor and communication challenges facing water utilities today and how are digital solutions being leveraged to address them?
Water utilities face countless challenges, such as huge and obsolete water networks that are in constant need of renovation and maintenance, requiring significant opex and capex plans. Available resources are frequently not sufficient to keep pace with necessary investments and ensure water networks are well taken care of. Resources are also very much linked to and influenced by political cycles. Furthermore, it is not always easy to choose the correct technology amongst the many available, and even more challenging is to ensure labour force are trained and ready to take full advantage of innovations. As a manufacturer of flow meters, we believe that digital solutions do provide a great help: they increase accessibility, offer a comprehensive approach to data management and help manufacturers in offering tailor made solutions, rather than stand-alone products. As an example, sensors installed in the network combined with software solutions makes remote control over the water network, leak detection and predictive maintenance much easier than it used to be.

Q: This past October, you presented at the SWAN Workshop at WaterIDEAS - Bologna regarding accelerating digital innovation for water utilities. From the discussion raised, what do you think are the best ways to accelerate the water sector?
I’m convinced that each player shall focus on its core competences. Technology manufactures shall keep innovating and acting as a technology filter towards water utilities, importing innovations and technologies from other industries and collaborating with universities and centres of excellence to make sure the exchange of ideas and challenges is continuous. From the discussion raised in Bologna, it was also evident that making digital innovation usable and accessible is key to accelerate its adoption rate. At Isoil Industria, we focus daily on designing, manufacturing and supplying high quality certified instrumentation with the goal of making our meters more accurate, accessible and digitally advanced. Our main role in the water industry value chain is to make sure water utilities can count reliable and accurate data to take informed decisions and manage their networks.

Q: Which new innovations and trends for the water industry are you most excited about in 2019?
Personally I’m very excited to see what changes will the advent of 5G and IoT bring to our industry. We are not there yet, but different players are getting ready to embrace this new platform. Getting back to my previous point of making technology more accessible, just one example of ours is that we have just launched the first battery power converter with integrated alkaline batteries. This was only possible by reducing the power consumption of our micro, to ensure a competitive battery life. Alkaline batteries are available everywhere, much more economical than lithium batteries, easier and cheaper to stock.

Mulundu Sichone

Mulundu Sichone, Founder & CEO - Pydro

Pydro is a Hamburg-based start-up that has developed a smart pressure management system for water pipes using an in-pipe hydro turbine and monitoring system to control pressure levels, recover superfluous energy and monitor water flows. Mulundu Sichone, Founder & CEO of the company as well as a 2018 Forbes 30 Under 30, talked to us about the water-energy nexus, his own experiences in the smart water industry, and the importance of calculated risks.

Q: The Water-Energy Nexus is a hot topic in the smart water field - what challenges and opportunities do you see in this area?

The interconnection between water and energy is undeniable. When we talk about the availability and sustainable management of water, we also talk indirectly about affordable, reliable and sustainable energy. Water has characteristics that make it useful in the process of producing energy and energy is required to treat and distribute water. I first came in contact with this topic when I led a student project in the Fishing for Experience program, a project carried out in cooperation between the Career Center of the Technical University of Hamburg and Raffinerie Heide. As students, we had the opportunity to develop a concept to minimize water consumption in the refinery. For us this project was a practical example of the energy-water nexus, and we learned a lot as we developed a concept that led to a savings potential of 25% in water consumption. Our approach was to examine the infrastructure, get to know the processes and find a solution.

Since then, from my research and conversations with water utilities and industry experts, I have learned that Smart Pressure Management (which is nothing more than energy management) is the most effective solution to minimize water losses. But even this solution has only recently emerged and has been discovered through a closer look at the water treatment and distribution process and the relationship between energy and water. I believe that in many processes there is an untapped potential to save water and energy and the digital transformation we are seeing is opening up a lot of these types of opportunities.


Q: What are the most exciting trends in today's smart water sector?

What energy and water have in common are processes and infrastructure, that's where the savings potential lies and that's where exciting trends such as Industrial IoT, AI and Smart Water Networks come into play. When we talk about Industry 4.0, we should also talk about real-time monitoring and data-driven solutions that improve water systems. It is important to showcase how these solutions allow operators to detect infiltration and inflow, prioritise actions, quickly respond to system failures, and apply predictive modeling.

There are also a number of interesting approaches to interoperability where, for example, mesh networks and blockchain technology can provide the required cyber security. These are all very interesting trends that we at Pydro are following closely and about which we want to learn more to understand what our role is going to be in this ecosystem.


Q: The theme of the upcoming SWAN Conference is "Navigating the Smart Water Journey: From Leadership to Results". How does Pydro apply its long-term vision to every day water challenges?

We apply our long term vision to every day water challenges by taking risks and raising awareness. I first learned about the importance of raising awareness to environmental issues from Al Gore's documentary “An Inconvenient Truth”. The sooner we can explain the problems and causes of water scarcity to each other, the sooner we can start thinking about solutions. Therefore each of us is responsible to inform our peers about subjects which are important for our planet.

When it comes to taking risks, we always hear from people how hard it is to start a hardware company in the water industry. And it really has been tough for us just to get funding for our product development, and it is also not very easy to convince water utilities as a hardware startup with no track record. But only by taking calculated risks have we got the chance to work on our vision, create jobs and find partners.


Q: What differentiates Pydro from other smart pressure management companies?

Pydro was founded in 2016 with the mission of building a smart pressure management solution for water networks by integrating energy recovery technologies. Our approach is to develop energy self-sufficient hybrid technologies by integrating modular and space-saving hydropower plants into the existing design of the measuring and control devices. This enables the systems to generate the required energy directly from the flowing water at the point of use.

As a Start Up, we also know how important it is to embrace a customer-oriented product development. This is why we work very closely with our customers, partners and mentors to validate our turbine designs and ensure that we can offer the best solution for Smart Water Networks.


Q: As an award-winning Young Professional active in the water sector, what advice do you have for those looking to begin their careers in this field?

Every journey starts with the first step. If you want to do something worthwhile, you have to start somewhere. I have learned that it is very important to be willing to take a calculated risk and make the most of what you have instead of waiting for the right opportunities.

The second advice is to be persistent. Through my journey as an entrepreneur, I have learned that if I don`t quit, I will get the education that will empower me to reach my goals.

The third advice is always to ‘fish for experience’. As a young professional you have a lot of new theoretical knowledge, but what is also important is to actively look for ways to put this knowledge into practice as early as possible.  That could be looking for internships, jobs as a working student, or starting projects & working on a thesis that can help you gain useful experience in preparation for your career. Many opportunities can also be obtained through networking by going to trade fairs or other events and talking to experts and asking questions. Be open to new ideas and always on the lookout for new things you can learn in the field of your interest alongside your studies.

Helen Edmonds

Dr. Helen Edmonds, Manager of Strategic Asset Management - SA Water

Australian water utility and new SWAN Member SA Water provides safe and affordable water and wastewater services in South Australia for over 1.6 million people. The utility is a pioneer in the smart water sector, and is quickly expanding the use of its innovative technologies across the region. Dr. Helen Edmonds, Manager of Water Assets at the utility, talked to us about customer engagement, the water-energy nexus, and how to become a well-rounded water professional.

Q. Congratulations on SA Water being named the 2018 Australian Digital Utility of the year. How does SA Water prioritise its digital agenda?

There are various aspects to how we determine what’s important for us in the digital space, but first and foremost, it’s about developing solutions which benefit our customers, to continue to meet their increasing expectations and improve the ways they can interact and do business with us.

Our digital roadmaps are enduring and aim to build capability over time through the way we:

  • Directly engage with our customers, e.g. service channels and communication on faults and outages
  • Optimise new and emerging technology for our assets, e.g. smart networks
  • Improve processes and technology for our staff, to ensure we continue to be safe and increase our efficiency

Another important element is cost efficiency. We have strong governance arrangements in place to ensure our investments are prudent but still allow us to deliver a high quality and valued service.


Q. What have been some unexpected challenges and benefits of your smart water technology rollouts?

We’ve been monitoring and collecting data through our smart water network in the Adelaide CBD since it went live in July 2017. Since this time, we’ve used the technology to prevent 29 main breaks and have increased our knowledge of the local system exponentially.

Following this success, we’re now expanding the use of smart technology to four more locations across South Australia. In total, 35 pressure sensors (including 15 transient loggers), 19 flow meters, 120 acoustic leak detection sensors and two water quality sensors are being progressively fitted across the four locations in coming months.

In addition to a reduced water main break rate, some other benefits we’ve seen through the Adelaide CBD trial to date include improving our understanding of dynamic water pressure behaviours, sources and ‘network calming’ requirements, as well as building our staff’s expertise on smart technology and the general management of water systems.

Our challenges are mostly related to IT capabilities, but we see these more as opportunities to change and adapt. Our smart network is producing a lot of data, so while at first overwhelming, we’ve spent the past 12 or so months working out what it all means and how this data can be used to drive value for the business and our customers.


Q. What are SA Water's main customer engagement strategies?

We create a number of opportunities to have conversations with our customers and community, whether for specific projects or on an ongoing basis.

Our largest engagement initiative at the moment involves working together with customers to develop a plan on how we’ll operate and deliver services between 2020 and 2024. Our customers are at the heart of everything we do, and we want to make sure we understand the services and outcomes they want us to prioritise. Outside of this set period, we work with Customer Advisory Groups – which were established in 2012 – to increase interaction with representative customer groups. They provide important feedback and help to ensure business and residential customer opinions are represented in our decision-making process.

Additionally, we have set our direction through to 2020 to be a leader in reconciliation for our customers, our partners, our people, and the communities in which we operate. With a Reconciliation Action Plan in place and actions actively underway, we are working in partnership with a number of Aboriginal communities across South Australia from the west coast through to the Anangu Pitjantjatjara Yankunytjatjara Lands.

Our ongoing customer research program involves contacting customers through phone and online surveys, focus groups and one-on-one interviews to find out how the community perceives SA Water, and their opinions of how we are performing as an organisation. This helps to measure the impact of changes we make to the way we work. We also offer several free community and school-based programs throughout the year which provide information on topics such as water treatment and desalination in an easy to understand way.


Q. SA Water has an ambitious goal of achieving zero net electricity costs by 2020. Why is this important to the company and are you on track to reach this goal?

SA Water serves 1.6 million people across South Australia and we’re one of the largest electricity users in the state. Our energy-intensive pumping and treatment operations consumed 220 gigawatt hours in 2016/17, at a cost of around $55 million. We are looking to reduce our demand on the grid and increase our renewable energy generation and storage capacity, in an ambitious plan to achieve zero net electricity costs by 2020. We’ve already been reducing our electricity costs by more than $3 million a year since 2013, so we know that with a concerted push, our goal is ambitious, but within reach.

Every step we make towards this goal will deliver savings for our business, and therefore our customers. Reducing operational expenses like electricity costs will help keep our customers’ water and sewerage charges as low and stable as possible. Our sustained focus on renewable energy generation is also helping to reduce carbon dioxide emissions and contribute to greenhouse gas reduction targets. Since announcing our 2020 target in December 2017, we have begun several initiatives to help reach this goal. A trial solar photo-voltaic (PV) and battery storage system at our Crystal Brook Workshop is now operating – providing energy for the site and reducing our draw from the grid by around 30 per cent.

We’ve also recently completed the installation of up to five megawatts of solar photo-voltaic panels at some of our large metropolitan sites, including a 1.5 megawatt system at the Hope Valley precinct, where the generation will facilitate a trial of next-generation 120 kilowatt hour mechanical flywheel storage system. In addition, we’re currently working through a Request for Solution process with four participating shortlisted vendors, for contracts to deploy more than 500,000 rooftop and ground-based solar arrays at 93 SA Water sites. Contracts are expected to be awarded in the next couple of months.


Q. What motivated SA Water to join SWAN and get involved in the SWAN Asia-Pacific (APAC) Alliance?

We see benefit in having access to an organised forum to share learnings with other water utilities in the region who have trialled, implemented or are considering smart network technologies and analytics. There will be increasing value in the SWAN Asia Pacific Alliance if it grows to include the wider Asia Pacific region and involve more of the large utilities in Australia that have been undertaking trials of these technologies.


Q. What advice do you have for rising professionals in the water sector?

Take every opportunity you can to gain experience in as many areas as possible. It will make you a more rounded professional and set you up with the skills to be able to look at challenges and opportunities from multiple perspectives. In the same vein, don’t set a career path too early. See where life takes you and take the time to find out what you love to do so you can thrive in our professional life.

I also encourage you to say “yes” more often. Everything you do and experience – positive or negative – is an opportunity to learn and expand your horizons. Lastly, don’t forget about who you’re doing all of this for – your customers, your community. Put them at front of mind and think about how you can work with them to achieve a better life.

Tom Woolley

Tom Woolley, Aquasuite Business Development Director - Royal HaskoningDHV (UK)

Royal HaskoningDHV (RHDHV) is one of SWAN's newest members. A global consultancy, Royal HaskoningDHV is an innovative leader in the smart water space. Through its smart water products, Royal HaskoningDHV takes a real-time holistic approach to water management, by applying Big Data analytics, machine learning algorithms and artificial intelligence to fully optimise, integrate and automate the entire man-made water cycle. See the full interview below.

Q. Royal HaskoningDHV is one of the newest members of SWAN - can you share how you are engaged in the smart water industry?

With over 15 years of work analysing, predicting and controlling water and wastewater through our internal platforms, Royal HaskoningDHV has been engaged in smart water solutions long before it became a buzzword. We focus on prediction engines for optimal control of any part of the water cycle and are constantly introducing models dedicated to detecting and localising leaks or bursts, analysing and controlling wastewater transport, analysing and optimising wastewater treatment and holistic control of bioresource processing.

Q. As a large engineering consultancy, how do you adapt in such a quickly accelerating field?

It’s an ongoing challenge - we stay on top of the field by constantly expanding our knowledge network and working with relevant partners to add on to our existing services. This is done partly through our partnerships and strategic acquisitions such as that of the data science company Ynformed (specialising in artificial intelligence, machine learning and data algorithms) and through our investment as a minority shareholder in data intelligence lab HAL24K.

Most importantly, we adapt to a fast-changing world by close cooperation and dialogue with our clients. Their feedback helps us both better understand their challenges and needs as well as the market. Having an existing large user base amongst water utilities helps us build the close partnerships which are required to move quickly and ensure we offer a truly innovative and useful solution.

We also believe in fostering internal cross-field cooperation and innovation from within with company, as this allows us to bring new thinking and innovations from diverse markets and industries. Since we operate across several sectors (incl. industry and buildings, transport and planning, maritime and aviation), this really helps us keep on top of interesting innovations and developments which could be adapted to the water sector too. We have also formed active academic partnerships with universities, such as with TU Delft in the Netherlands.


Q. What do you think is the main challenge facing the water and wastewater industries today that data-driven solutions can address?

Data driven solutions can help across the entire water & wastewater industries; we don’t think machine learning and AI should be pigeon-holed to specific themes. In our view, it is important to allow digital analytics, control and optimisation to help provide input and novel solutions wherever they can provide benefit.


Q. As a global organisation, how different are the water sectors you work in and how do you share best regional practices?

Our global focus is on Smart Water Solutions and Flood Resilience in Urban Areas and offer other services based on local demand. There is certainly a demand for these services at a local level and at the same time we definitely see different priorities in different parts of the world. These may be triggered by a variety of macro factors. For example, South Korea has a very mountainous topography and a high density population so space is at a premium. They are now building wastewater systems underground and considering our Nereda Wastewater system which has a small footprint. However, all parts of the water sector share similar goals of ensuring efficient management of a scarce resource and ensuring all wastewater is treated to the best possible standard.

We share best practices by ensuring good internal communications using a wide variety of virtual communication tools to ensure we reach everyone in our global team from Europe to Africa to Asia and the Americas. We rely heavily on internal social platforms as well as traditional communication tools such as (digital) newsletters, virtual meetings and email. This helps us generate dialogue between professionals located all over the world and provide everybody with the opportunity to cooperate easily, sharing best practises and knowledge across several fields of business. We also have specialised global teams that work with local teams to promote and encourage take up of smart water projects.


Q: Can you share some advice for rising professionals entering the industry?

The water industry is an interesting and innovative place to work – it can, however, take a while to understand the intricacies of the sector. My advice would be to take time to listen, learn and understand as much as possible and even then never really expect to know everything! There are great industry bodies, such as SWAN, where people take time to share experience and understanding. These are great platforms to learn more about the industry and build a good network of friends, colleagues and suppliers who can help meet future challenges. I would always advise rising professionals to keep an open mind and be open to new ideas and innovation; only with change and innovation can we meet the challenges of the future and enhance society together.

Mike Lunn

Mike Lunn, Utilities Director - City of Grand Rapids, MI (US)

In a reboot of the SWAN interview series, we spoke with Mike Lunn, Utilities Director at the City of Grand Rapids, Michigan, which was one of the first US utilities to join SWAN. Mike remarked, "Joining SWAN is an opportunity to expand our reach, share our knowledge, and stay on the forefront of the future of the water industry." See the full interview below.

Q: How did you learn about SWAN and why did you decide to join?

We learned about SWAN from our partnership with South Bend, Indiana based company EmNet. We’re working with EmNet to create a smart watershed platform as part of our effort to improve the quality of life in Grand Rapids. Traditionally, our work culture drives us towards emerging technologies but we haven’t always been great at telling our story. As we challenge ourselves to be better at that, we’ve increased our visibility by meeting leading utility innovators, developing new relationships, networking with our peers, and being involved with leaders in the smart water sector, like the National Association of Clean Water Agencies (NACWA) and the Water Research Foundation.  Joining SWAN is an opportunity to expand our reach, share our knowledge, and stay on the forefront of the future of the water industry.  


Q: How do you see the state of new data technologies in the NA water industry?

Just as with the growth of technology across all sectors, the water industry is seeing the use of technology move our work forward in new and exciting ways. New technologies such as IoT (Internet of Things) allow us to manage water systems more efficiently, something that is very important as a municipal utility, in a city determined to give our residents not only the best quality of life, but also balance our investments with affordability and return on that investment. Integrating data from multiple platforms and sharing information openly is expected from our community.  Just as with other government development, keeping regulations moving along with the growth of technology can be a challenge and will need focus going forward.


Q: Are there specific local challenges that data solutions are helping you address more effectively today?

The City of Grand Rapids considers itself “right-size,” meaning we are nimble in our launch of new technology or advancing ideas. An example of a public-private partnership in new technology we are currently working on is a low-cost air quality sensors currently being deployed across the city. The sensors will monitor things like PM2.5 and ozone at a granular level across neighborhoods. The air quality sensors relay the data over a new LoRaWAN network and communicate with other air quality sensors to an online platform in an open-source format.  These kinds of collaborations are what we feel sets Grand Rapids apart. There is always interest in our community to improve quality of life and we can bring everyone together to participate in these conversations - representatives from the City, major corporations, local minority interest groups, NGOs, economic development, and others all at the same table working together on improving our Grand Rapids.


Q: What are your expectations from an organisation like SWAN?

We’re excited to be part of the conversation that drives utilities forward! We pride ourselves on being innovative and challenging how things have been done historically. Unfortunately, we don’t always have the resources to pilot every idea we have. SWAN allows us to collaborate with other innovators and see case studies that can help us inform our decisions and allocate our resources to the best ideas. We are also excited to develop more partnerships and collaborations to advancing water quality.


Q: Tell us something that our members should know about your city.

Grand Rapids has become known for its beer industry, with more than 30 breweries within the city limits. In fact, we’ve held the title of “Beer City USA” for many years! This has meant a great deal to us as we help grow the city as a tourist destination. Great beer starts with great water but breweries can create large amounts of wastewater that must be treated. The large number of breweries in our city has forced us to increase our capacity and look for special opportunities. We formed a collaborative partnership with Grand Rapids based Founders Brewing, the 15th largest brewery in the country, to handle their aggressive growth and support their economic prosperity. Supporting their growing success, while maintaining water quality was an important goal. We needed to find solutions to handle capacity for their growing concentrated waste. Of course, doing so means more beer for everyone, and we have coined the term “Save the Ales!” as part of that effort. Being involved with the initiative from the American Water Works Association called “No Water, No Beer” has helped to bring awareness to how we can work collaboratively to handle this growing industry state and nationwide.


Q: What keeps you excited about working in water?

Every day we do something important for others. We take pride in our work because our work matters to everyone in the community. We are providing a quality of life improvement to all. How many people can say that?! Achieving this impact, surrounded by others with the same passion for their work, is a privilege. And being in Michigan, a state surrounded by lakes, we are all water people who love clean water. Our efforts mean that we, along with others, can enjoy the water for boating, swimming, fishing and more. Water matters, and our work matters.


Q: What recommendation do you have for rising professionals entering the industry?

As someone who has worked in the water industry for over 40 years, I can say that it’s easy to stay focused on meeting regulations and seeing things in terms of black or white. As my career progressed, my viewpoint shifted to be more forward-thinking and I try to see challenges in a broader way now, and from different viewpoints. In Grand Rapids, we look at decisions through the four pillars of sustainability and impact; governance, economic, environmental, and social.

My best advice to rising professionals: Boldly go where you need to in order to achieve what wish to accomplish. Immerse yourself in what we do, it’s a career, life’s calling, not a job. Read, do your homework, keep up with the latest trends in the industry, and never be afraid to ask people why something is done a certain way. Don’t be afraid to challenge the status quo and speak up! The wisdom from those who have been doing the work for decades, along with the new voices from this new generation, will help lead us into the future! We must change as an industry.

Tim Robertson

Tim Robertson, CEO - Save Water Save Money (UK)

We recently met Save Water Save Money (SWSM) at the SWAN 2018 Conference in Barcelona and enjoyed discussing their innovations within the realm of water efficiency. This month, we are pleased to officially welcome them as one of SWAN’s newest members. With years of experience in the water industry and a holistic approach to encouraging water savings across water companies, businesses and consumers, SWSM is playing an instrumental role in realising a sustainable water future.

Q. What motivated you to work in the water sector?

Back in 2004, I decided to quit my marketing agency job to become a volunteer Backcountry Ranger in Olympic National Park, Washington State. My role required me to patrol a 17-mile coastal strip bordered by pristine rainforest, cutting trails, checking visitor passes and from time to time, conducting Search and Rescues for missing persons. I had to source my water for drinking, cooking and bathing from a river half-a-kilometre away from my tent. You really get to value water when you have to carry it across soft sand every day.

On my return to the UK, I saw there was a disconnect between Water Companies telling people to cut down on watering their gardens and leaving people to spend as long as they liked in the shower.

That’s what got me into water – along with a very understanding wife.


Q. One of the central themes of the recent SWAN 2018 Conference was the need for improved customer engagement. How does SWSM help water utilities better interact with their customers?

My conversations with Water Companies around the world tell me they’ve limited opportunities to actively engage customers – in a non-competitive industry, most customer engagement tends to be reactive and negative i.e. my bill is too high; there’s a leak outside my home, etc.

SWSM recognises that engagement isn’t about telling customers what to do; rather, it’s providing the tools to allow customers to find out for themselves – which leads to them placing greater value on what they discover.

Our aqKWa Savings Engine™ is a uniquely interactive, personalised online tool designed to help customers save water, energy and money. It takes no more than 5 minutes to complete a series of questions which customers tailor to their particular home. Then, through a single personalised portal, customers get to understand the value of water, which includes a series of simple, relevant actions to help them reduce their water consumption.

The real value of the aqKWa Savings Engine™ is in the data it provides on customer usage at a granular level. Conservation starts conversations that yield far richer information – on potential leaks, on energy savings and on opportunities to migrate customers to online bill payment. By digitally engaging utility customers with offers that help them see how to save water, energy and money, aqKWa closes the loop, making it easy for customers to access answers and solutions all in one single place. For example, we provide links from each personalised savings tip to relevant Water Company pages, service providers or even product pages, if desired.


Q. From your experience, are there any specific lessons you think can apply from the UK water market to the rest of the world?

Without giving away our trade secrets (!), there’s several lessons that spring to mind.

Our 11 years in the industry working with 90% of the UK’s Water Companies provides SWSM with a strong track record in water efficiency – and arguably the UK is one of the world leaders in this field, providing us with unrivalled expertise. It helps open doors.

However, we still require patience. Water Companies take time to consider adopting new, innovative approaches to customer engagement. What’s important is to listen to specific requirements, and to offer a sufficiently agile solution to enable Water Companies to receive a bespoke software product that meets their ambitions, delivers their values and looks the part for their customers.

Delivery is also key: it ensures we maintain solid long-term relations with all our Water Company partners. I’m proud of my dedicated team who continuously apply the very highest standards of project management to everything we do. In addition, software development is an extremely costly and complex field to be in, which is why we decided a couple of years ago to make a commitment to digitalising water efficiency by investing heavily in growing our own internal team of software developers. This provides us with the control to ensure we can deliver a flexible product when we say we will at the low cost that makes it universally acceptable. And importantly, that we believe whole-heartedly in the software product – as a company – to ensure every one of our staff buys into the focus, energy and individual commitment required to deliver a world-class product.

To summarise then, I’d say Patience, Legacy, Agility, Delivery and Belief are the most important lessons we are exporting from our experience in the UK.


Q. We all read about Cape Town this year and Los Angeles the year before - what do you see as the greatest need to invest in water efficiency?

Cape Town did a brilliant job to drastically reduce per capita consumption – I think the challenge will be in encouraging people to maintain this level of use over time.

For me the greatest opportunity to further water efficiency is for Water Companies to invest in providing customers with personalised water use targets, reinforced through direct online (and low cost) communication. This will enable water efficiency to be addressed on a relevant one-to-one basis, avoiding the need to publish broad-based heard-it-all-before messaging such as: ‘Take a shorter shower’ which I don’t believe resonates with many people.


Q: Why did SWSM join SWAN and what do you hope to achieve through the global network?

That’s simple: SWAN is about data-driven water management and SWSM provides additional data to support visibility and drive operational efficiencies. By providing this data to SWAN’s utility members and technology solution developers, we bring additional insights on the customer that can also help to automate processes.  And where the regulatory framework permits, provide opportunities to grow ancillary revenue and services by better serving this customer.