Pennichuck Water Works (PWW), a 170+ year water utility serving Southern & Central New Hampshire, had invested heavily in modernizing its distribution network, but its facilities told a different story. Pump stations and treatment plants were poorly represented in GIS, reduced to simple map points with no spatial detail. The complex, interdependent assets within each facility existed largely outside of any digital system, leaving critical infrastructure visible in name only. Without accurate facility data, staff had no reliable way to visualize spatial relationships, track inspections and work orders, or bring real-time operational data into decision-making. Institutional knowledge lived in the heads of experienced operators rather than in structured, accessible systems, creating operational risk and limiting the utility’s ability to scale. PWW recognized that closing this gap was the missing piece in their broader modernization journey.
