When most people think about their water service, they think about turning on the tap or paying their bill. What they don’t often see is everything happening behind the scenes to make sure water is there when they need it — safely, reliably and cost-effectively
At Fort Collins-Loveland Water District, technology plays a critical role in how we deliver water every day. Not because we’re chasing the newest tools, but because thoughtful, well-planned technology helps us operate more efficiently, respond faster to issues and plan responsibly for the future.
As Eric Dowdy, Ph.D, the District’s IT and Data/Systems Manager, puts it, “Technology is an enabler and is woven into almost every part of how the District fulfills its mission to provide high-quality, secure, reliable and cost-effective water to our customers.” Even when customers rarely notice it, technology allows our team to stay proactive and focused.
TL;DR Summary
- SCADA, or Supervisory Control and Data Acquisition, allows us to control and monitor systems in real time, reducing staffing needs and providing more reliable service.
- Smart meters and GIS mapping help our field team to operate more efficiently, with remote meter reading and quick access to data about our infrastructure.
- Using a data lake enables us to turn all the data gathered across multiple programs into actionable insights.
- Our new billing portal was a significant technology upgrade in 2025, providing more insight to both customers and our team, as well as expanding billing options.
Our Technology Philosophy: Leading Edge, Not Bleeding Edge
Before we dive into specific technologies, it’s important to share our approach to technology, as it helps us decide which to implement. We aim to stay leading-edge, not bleeding-edge. That means we closely follow proven innovations in the water industry, but we don’t rush into tools that introduce unnecessary risk.
Water infrastructure is critical. Reliability matters more than novelty. Before adopting any new system, we evaluate long-term support, security, scalability and whether it truly benefits the District. This approach allows us to modernize responsibly while protecting service continuity and customer dollars.
Keeping the Water Flowing With SCADA
One of the most critical systems supporting daily operations is SCADA, or Supervisory Control and Data Acquisition. In simple terms, SCADA is the system that allows us to monitor and control the water distribution network in real time.
Across nearly 59 square miles and more than 450 miles of pipe, SCADA tracks water flow, pressure, tank levels and pump performance. It operates around the clock, sending alerts if conditions move outside normal ranges.
“If you think of the system as a delicate balance of pressure, flow and tank levels,” Dowdy explains, “SCADA is critical to maintaining that balance and reliably delivering water throughout the District.”
This technology makes a significant difference after hours. With SCADA, on-call operators can monitor the entire distribution system overnight and respond immediately when needed. Without it, far more staff would need to be on site 24/7.
Recently, the District completed a multi-year modernization of the SCADA system. The upgrade rebuilt the entire platform, from the programs to the screens, expanding the metrics available across all assets. That additional visibility gives operators and engineers better control and insights, enabling the system to be run more proactively rather than reactively.
Extra Eyes in the Field: Smart Meters and Mapping
Technology also helps our field crews work smarter and more safely. Smart meters record water use automatically and capture hourly usage data. This allows for accurate billing without manual meter reading and helps both the District and customers spot abnormal usage patterns that could indicate leaks. Catching issues early reduces water loss and helps prevent larger, unexpected bills.
Geographic Information Systems, or GIS, provide detailed maps of underground pipes, valves, hydrants and meters across the District. Crews rely on these maps to quickly locate assets, understand site conditions and work more efficiently. GIS also helps identify areas of higher risk by mapping historical repair data and pipe conditions, which supports proactive maintenance planning.
In emergencies, GIS enables us to quickly identify which customers may be affected in a specific area, so we can communicate more effectively and respond faster.
Turning Information Into Insight With the Data Lake
As the District grows, data becomes increasingly important. However, collecting information is only helpful if it can be turned into insight. Over the past year, the District began implementing a data and analytics roadmap, starting with the creation of a centralized data lake. This secure platform brings together information from key operational and financial systems, prioritizing the data that provides the most value.
Standardized dashboards allow teams across departments to visualize trends, monitor performance and ask better questions. For example, combining water use data with short-range weather forecasts helps anticipate short-term demand during peak seasons. Near real-time budget dashboards support more precise financial planning and oversight.
This approach also sets the stage for future predictive analytics, such as identifying where maintenance issues may arise before they become larger problems. Over time, these insights help improve reliability while controlling costs.
Keeping Water Reliable: Technology and Cybersecurity
With increased use of technology comes increased responsibility for security. The District invests in both cybersecurity and physical security to protect critical infrastructure and customer data.
We use a layered, defense-in-depth approach that includes technology, processes and staff training. Remote facilities are protected with monitored security systems and cameras that integrate with operational alerts. We use advanced tools that help us reduce risk, improve visibility, and respond faster to real threats, without having to add additional staff. Data backups and redundancies are in place to improve resiliency during power outages or cyber events. While security measures often go unnoticed, they are essential to maintaining safe and reliable service. You can read more about our cybersecurity efforts in a past blog.
The Billing Portal: A Big Change With Long-Term Benefits
One of the most visible technology changes for customers has been the transition to the new FCLWD Online Utility Access billing portal in 2025. Our previous billing system was more than two decades old and could no longer support the level of transparency, reporting and customer access we needed. The new system allows for redesigned bills with clearer information, a more robust customer portal and expanded payment options. Behind the scenes, this platform also functions as a broader enterprise system that supports future reporting and operational needs as the District continues to grow.
We recognize that the transition required our customers to adapt to a new way of paying their bills, and many of you had questions along the way. Implementing the new system also required significant coordination across our teams for well over a year. We are grateful to our customers for being adaptable to this change.
We would not have made this switch if we weren’t confident that the long-term benefits outweigh the short-term disruption. This upgrade lays the groundwork for better service, improved transparency and more efficient operations moving forward.
Technology and the Workforce
Across the water industry, finding and retaining skilled workers is an ongoing challenge. Technology helps us meet that challenge while honoring our fiduciary responsibility to customers.
Operational tools such as SCADA enable teams to run the system more efficiently. Data from our business office helps track call trends and anticipate staffing needs. Over time, predictive analytics will further support proactive maintenance and smarter resource allocation. These investments allow us to continue delivering 24/7 service without unnecessary staffing growth, helping control costs while maintaining reliability.
Quietly Working for You
Much of the technology that supports the District operates quietly in the background, and that’s by design. From real-time monitoring to smarter data analysis and modernized customer tools, technology helps us be proactive, plan ahead and use resources responsibly. It’s one of the many ways we work to deliver sustainable, high-quality, secure, reliable and cost-effective water today and into the future.
