SMWD Shares What Works: Technology, Teamwork, and Better Customer Service by Santa Margarita Water District Jun 17, 2026 Member Submitted News As water utilities across the globe explore new ways to improve service through technology, Santa Margarita Water District (SMWD) continues to contribute to the conversation by sharing practical innovations that improve customer experience and operational efficiency. Earlier this month, Nate Adams, SMWD’s Director of Water Resiliency and Customer Relations, was invited to present at the 16th Annual Smart Water Networks Forum (SWAN) Conference in Tampa, Florida. The conference brought together more than 400 water professionals representing 200 organizations from 22 countries and 24 U.S. states to discuss the future of digital transformation in the water sector. Recognized internationally as a leading voice in smart water technology, SWAN convenes utilities, technology providers, and industry experts to share ideas and accelerate the adoption of data-driven solutions that strengthen drinking water, wastewater, and stormwater systems. Adams joined utility leaders from Tucson Water and WSSC Water (Maryland) on a panel titled, “Closing the Human Gap in Digital Utilities.” His presentation, “From Bottlenecks to Shared Ownership: Adapting Spatially Driven Customer Communications at a Regional Water Utility,” focused on how SMWD has transformed customer outage communications by leveraging geographic information systems (GIS), streamlining workflows, and fostering cross-departmental collaboration. Central to the presentation was GEO-ALERT, a GIS tool developed by SMWD that helps identify affected customers during planned and unplanned service interruptions, allowing the District to deliver more timely and accurate notifications. The system also improves coordination between operational, customer service, and communications teams, helping employees work from a shared set of information during service events. “The conference theme this year was ‘Adapting Your Digital Journey,’ and that aligns closely with the work happening at SMWD,” Adams said. “Technology alone isn’t the solution. The real value comes from how teams collaborate and use information to make better decisions and improve the customer experience.” The presentation reflects a broader culture of innovation at SMWD, where technology investments are evaluated not only for operational benefits but also for their ability to strengthen reliability, transparency, and customer service. In recent years, the District has advanced numerous initiatives that leverage data, asset management, geographic information systems, and digital tools to improve efficiency and support informed decision-making across its operations. By participating in forums such as SWAN, SMWD is able to both learn from peer agencies and share lessons learned from its own experience implementing practical solutions that deliver measurable results. For customers, these efforts often happen behind the scenes, but the benefits are tangible: improved communication during service disruptions, faster access to information, more efficient operations, and a utility that continually seeks new ways to better serve its communities. As the water industry continues to evolve, SMWD remains committed to responsibly exploring technologies and best practices to strengthen resilience, improve customer service, and deliver high-quality water services for generations to come.
