Abstract
Digitalisation has developed over half a century and is one of the global trends defining society of today and future. Digitalisation is envisioned to help water utilities to become: i) community orientated and digitally integrated with customers and society; ii) digitally transformed end-to-end throughout the value-chain and interconnected between business units; iii) predictive & proactive, utilizing models and applications for control and decision support; iv) visually communicative with customers and society, creating customers aware of the value of water; and financially sustainable by optimal operation (OPEX), and sustainable investments (CAPEX). Digitalisation is a process for business development, where digital solutions are used for automation and innovation. Utilizing the potential of the technological innovation requires a parallel organisational transformation. Any implementation of systems or applications must be motivated in actual needs for the organisation and service delivery. Prior to any digitalisation, identifying issues and areas of improvement is essential. Starting the digital journey, motivating employees, improving the digital culture and creating acceptance of new processes are needed on all levels. Most digital applications require collection, storage, sharing and integrated analysis of large amounts of data. This includes both soft and hard digital infrastructure.