Thames Water, the largest water services provider in the UK, has taken a significant step towards modernising its operational technology, driven by the need to adapt to the imminent Public Switched Telephone Network (PSTN) switch-off in 2027. In collaboration with Vodafone Business and telecommunications provider CSL, the utility has transitioned to a digital-first approach, aiming to enhance data accuracy, streamline operations, and adopt a proactive maintenance model.
Serving over 16 million customers across London and the Thames Valley, Thames Water oversees water and wastewater services spanning a vast 13,000-square-mile area. This extensive network relies on a broad array of communication technologies, including approximately 3,500 telemetry assets, which monitor water levels and flow rates across the network.
Historically, Thames Water has depended on the UK’s PSTN, a traditional telecommunication network that is being phased out, with a complete shutdown expected by 2027. In anticipation of this transition, Thames Water recognised the need to move away from legacy systems. After assessing potential partners, the utility chose Vodafone Business, its long-standing provider of voice and end-to-end communications platforms, to support this technological shift.
Navigating the Transition with Vodafone Business and CSL
To facilitate the digital transformation, Vodafone Business, in partnership with CSL, developed a dual-path managed platform for Thames Water. This platform includes a bespoke modem designed to connect with the utility’s telemetry assets, enabling real-time data transmission across its network.
Prior to this upgrade, Thames Water’s data collection approach involved logging data locally, with updates often delayed until the end of the day. The new system, however, provides instant data transmission from each of the 3,500 monitored sites directly to the control room. This improved setup has had a notable impact on the utility’s ability to monitor network conditions promptly, reducing the latency associated with data reporting.
Simon Williams, Digital Engineer at Thames Water, shared the utility’s outlook on the transition, explaining that, “Once the switch-off is complete in 2027, we will have all these extra sites now with a new communications method that’s going to provide us with much more data so we can move towards our proactive maintenance model.”
Benefits of Digitalisation: Faster Response Times and Proactive Management
The adoption of this new technology has yielded tangible results for Thames Water, most notably through enhanced data accuracy and increased speed of reporting. These improvements enable field engineers to make more informed decisions and address potential issues proactively, ultimately reducing the risk of costly service disruptions. The real-time data flow also allows Thames Water’s network team to focus on core maintenance tasks without the added burden of tracking network faults manually.
Furthermore, this digital solution positions Thames Water to seamlessly integrate additional sites into the communication network as the PSTN shutdown draws nearer. This scalability is essential for a provider of Thames Water’s scope, as the transition to a more data-driven operational model will improve service reliability, enhance resource allocation, and lower operational costs.
Looking ahead, Thames Water’s digital strategy signifies a broader trend within the utilities sector towards data-led decision-making. By embracing a proactive maintenance approach, the company can better anticipate and respond to infrastructure needs, ensuring consistent and efficient service delivery for millions of customers. The ongoing digitalisation will not only bolster Thames Water’s operational efficiency but also enhance its resilience in the face of evolving environmental and infrastructural challenges.