Driving Smarter Water Use through Consumer Engagement App
Introduction
A UK-based independent water company (known in the industry as a NAV) set out to position itself at the forefront of smart water management. As part of its offering, the business had already adopted smart metering, but recognised an opportunity to go further, creating a direct connection between the infrastructure and the end user.
To support this ambition, the NAV partnered with Stream to develop a consumer-facing app that would bring real-time water data into customers’ hands.
Customer Challenge
Across the UK water sector, there is a growing regulatory and environmental push to reduce per capita consumption (PCC), with targets aiming to bring individual daily usage down to around 110 litres per person.
For water providers, the challenge lies not only in the installation of smart meters, but in influencing deeply ingrained consumer behaviour around water consumption in this country. While smart infrastructure enables data collection, it does not, on its own, change how consumers use water.
The NAV turned to Stream for a first-of-its-kind, data-led solution which could:
- Engage directly with individuals and families within households
- Make water usage visible and understandable
- Encourage behavioural changes to reduce consumption through simple tips and tricks
- Support wider industry targets around sustainability and efficiency
At the same time, as a relatively new and growing company, the NAV was looking to differentiate themselves in a competitive market and lead on innovation, making Stream’s expertise in this area invaluable.
Solution
Working in conjunction with the NAV’s smart metering rollout, Stream developed a consumer-facing app that connects directly to smart water meters installed in customers’ homes in England.
The app enables users to:
- View their water usage in real time
- Monitor consumption trends over time
- Access insights and guidance on reducing water use, tailored to each household
- Receive communications and alerts directly from their water provider
The platform is underpinned by Brella, Stream’s bespoke measurement and data solution which integrates smart meter readings into a cloud-based environment to ensure real time updates.
Additional functionality allows households to tailor the app based on occupancy, helping to provide a more accurate picture of usage patterns. There’s even the option to reflect when empty nesters have children home from university for periods of time, to reflect the changes in water consumption within the household.
Looking ahead, the solution also opens the door to more advanced capabilities, including the use of data-driven insights to deliver even more personalised recommendations to users.
Outcome
The NAV now has a powerful tool to bridge the gap between data collection and behaviour change.
By putting real-time water usage directly into the hands of consumers, the app:
- Creates greater awareness and oversight of individual consumption
- Encourages more responsible water use
- Supports industry-wide goals to reduce per capita consumption
- Strengthens the relationship between the provider and its customers
As one of the first NAVs to introduce a solution of this kind, the business has positioned itself as an early adopter in smart water engagement by partnering with Stream.
While still in the early stages of rollout, the platform provides a scalable foundation for future growth, both in terms of customer adoption and functionality, as the company expands its customer base and continues to evolve its smart offering.