US water utilities are at a critical juncture. Aging infrastructure, intensifying regulatory scrutiny, workforce shortages, and rising customer expectations are converging into a perfect storm of operational pressures. Compounding the challenge, the nation faces a widening funding gap—estimated at over $110 billion and growing—between what’s needed to maintain and modernize water infrastructure, and what’s currently budgeted at federal, state, and local levels (Brookings Institution). This gap underscores the urgency for modernization, both in physical assets and in how utilities manage frontline operations.
The traditional playbook—manual checks, reactive repairs, and siloed communications—is proving insufficient. It creates bottlenecks, miscommunication, unnecessary site visits, and significant financial inefficiencies. These issues ripple through operations, slowing issue resolution, inflating avoidable costs, and diminishing customer satisfaction.
However, new digital innovations offer a smarter path forward. Technologies like FYLD’s ShowMe, recently deployed with measurable success in the UK water sector, are helping utilities reimagine how frontline work gets done — blending predictive intelligence with scalable operational models to unlock more resilient, efficient, and customer-centric service delivery.
The United States' water infrastructure faces mounting challenges that demand urgent attention. According to the American Society of Civil Engineers (ASCE), America's water infrastructure received a "C-" grade in its latest Infrastructure Report Card, with leakage, contamination risks, and system failures becoming increasingly frequent and costly. Additionally, the Environmental Protection Agency (EPA) is tightening mandates on water quality and operational transparency, placing added pressure on utilities to adopt more sophisticated monitoring and reporting practices.
At the same time, customer expectations are rising fast. Utilities are now accountable not only for reliable service delivery, but for proactive communication, faster resolution times, and visible progress. With frontline teams stretched thin and expertise gaps growing, the ability to efficiently deliver operational outcomes, optimize workforce potential, and build resilience against uncertainty has become non-negotiable.
Facing similar pressures, UK water utilities turned to predictive technology to transform their frontline operations. FYLD ShowMe, an AI-powered frontline diagnostic tool, emerged from pilot to powerhouse status. Deployed initially with Morrison Water Services, ShowMe is forecasted to prevent more than 6,000 job aborts in 2025 alone — directly translating into fewer unnecessary site visits, optimized resource deployment, and higher customer satisfaction.
Key early results:
35% reduction in unnecessary site visits
Up to 30% resource savings due to effective triaging
Robust engagement demonstrated by 210 videos returned from 496 customers
By embedding predictive diagnostics and AI-driven frontline decision support, ShowMe doesn't just surface problems—it empowers field teams to solve them faster, smarter, and with greater accountability.
The urgency for digital transformation in the US water sector is undeniable. Aging systems and tightening regulatory landscapes are not merely operational hurdles; they represent existential risks for utilities. According to the EPA's recent assessment, the US will require approximately $472.6 billion in drinking water infrastructure investment over the next two decades to maintain compliance and quality standards.
Utilities that continue to rely on outdated, manual processes will face mounting financial risk, regulatory penalties, and reputational damage. By contrast, those that invest in connected, predictive operational models stand to leap ahead: improving compliance, reducing field costs, strengthening customer relationships, and turning field data into actionable foresight.
Solutions like FYLD’s ShowMe enable utilities to scale operational excellence without costly overhauls — layering remote triage, live site visibility, and predictive risk detection into existing workflows. Agentic AI capabilities turn every frontline worker into a more empowered, decision-ready operator: surfacing the right next action, flagging risks before escalation, and ensuring work is done right the first time.
This is connected problem solving at scale. And it enables water utilities to transition from reactive firefighting to proactive, resilient operations—critical for navigating an uncertain future.
Adopting predictive intelligence and AI-driven tools does not necessitate costly, disruptive system replacements. Importantly, adopting AI-driven predictive diagnostics doesn’t mean replacing field teams — it means scaling human potential, enabling every worker to perform at a higher standard with less administrative burden and faster resolution cycles.
Utilities can layer technologies like FYLD’s ShowMe atop existing workflows, creating immediate gains in efficiency, compliance, and customer satisfaction. Predictive diagnostics offer utilities the ability to preempt issues, coordinate responses effectively, and significantly reduce unnecessary dispatches, thereby aligning resource use with real needs.
FYLD’s ShowMe:
Connects field and remote teams seamlessly, even in low-connectivity areas
Drives real-time, situational awareness across frontline operations
Optimizes workforce deployment, triaging jobs before costly dispatch
Boosts compliance, safety, and customer satisfaction with minimal disruption
Enhances operational resilience, preparing utilities to adapt to future regulatory and financial volatility
Moreover, empowering frontline workers with intuitive, AI-powered tools not only improves operational performance but also enhances job satisfaction and workforce retention, critical in an industry facing chronic shortages of skilled professionals.
The US water sector faces profound challenges that demand urgent, forward-thinking solutions. FYLD’s ShowMe represents more than a tactical upgrade — it’s a strategic blueprint for how water utilities can future-proof their operations, achieve greater outcome certainty, and elevate customer trust without sacrificing operational flexibility.
The time for action is now.
Water utilities that embrace predictive intelligence and AI-driven triage will lead the way into a more sustainable, responsive, and profitable future.
Reimagine your frontline with ShowMe.
Request a demo to explore how FYLD can help transform your utility operations for what’s next — and what’s beyond.