Member Spotlight

Susan Ancel, Director One Water Planning – EPCOR

EPCOR is a Canadian utility company with over 133 years of experience providing municipal and industrial clients with water, wastewater and stormwater services, residuals management, electricity and natural gas services. EPCOR is a municipally-owned multi-utility company with a proven track record of solid financial performance and growth for our sole shareholder, the City of Edmonton. We deliver services to over two million customers across Canada and the United States in over 130 communities and industrial sites. Of approximately 3,500 employees, over 1,900 are water professionals. In addition to owning and operating the water utility in Edmonton, EPCOR is the largest private water provider in the southwest United States. 

What lessons has EPCOR learned from past climate shocks, and how have these experiences shaped your current approach to climate risk management?

As a utility that has been in operation for over 130 years, we have certainly experienced the impacts and changes in environment and operational resiliency requirements related to climate trends and climate shocks in our communities.  As an essential utility provider, I feel we provide a unique perspective that considers not only the impacts of these events on our company but also the impact these events have on our customers and community. One aspect that I think is important when we look at climate change trends is understanding that the climate shock events are events that a utility will already experience with the climate trend increasing the frequency. For us at EPCOR, in particular when looking at the risk of urban flooding, this has shifted our thinking from only looking at the single event condition when making our infrastructure investment choices to also considering the cumulative impact over multiple years of that climate risk. Our Stormwater Integrated Resource Plan provides a good example of how this perspective has evolved our approach to these types of climate risks. Learn more about EPCOR’s Community Flood Protection plan here.

From your experience, what are some common pitfalls or misunderstandings that vendors have regarding interoperability in the water utility sector? What steps do you recommend vendors take to better align their solutions with the needs of utilities like EPCOR?

From my perspective, the biggest pitfall is assuming that we will want to replace all of our software systems to a new platform or technology at once. We do want to see a technology road map that expands, but we need a path to implement incrementally and one that recognises there are other vendor technologies that we will be using.

As an essential utility provider, our primary focus is on ensuring we continue to deliver seamless operations to our customers and that we are reducing risk. The software that we use is one of many tools that our field staff require to support the customers. Management of the change impacts of new tools (software and physical) is something we take very seriously in our planning and operations.  We are looking for tools that will work with our existing software and databases so we can incrementally transition to new technologies with a staged approach for the 1,000+ field employees who would use the new tool and processes.   

Most recently I have seen examples where the technology is being presented as a tool to primarily support management without the perspective of how the varying field users who interact with these systems the most will be impacted. Within our organisation, we have taken an approach of providing technology to the field that integrates multiple existing and new systems and that is designed for the field operators’ ease of use across our utility operations in both water and electricity. In many cases the staff in the field may not be aware that the data they are interacting with via this technology is coming from multiple underlying software systems. This approach also then allows us to better manage the updates of these underlying systems individually as they move through their cyclic updates, limiting impact to field operations.

Data quality is a key challenge for water utilities. What benefits have you seen from adopting a ‘launch and learn’ approach rather than waiting for perfect data?

As presented at the SWAN conference, I use the 4 A’s approach—Archeology, Anthropology, Architecture, and Ad Hoc—to tackle data and technology challenges in utilities. Utilities often deal with legacy systems that have evolved over decades, some dating back to the 1980s, when databases were first introduced. These early systems often shaped what data was collected, sometimes with limited foresight on how the data would be used or maintained.

Over time, new systems emerged, but they often inherited outdated data structures and practices. Committees would crowdsource what data fields might be needed for future analysis without considering ongoing maintenance and data quality. Today, we have more sophisticated databases and analytical tools, yet we still carry forward legacy data issues that limit the effectiveness of our systems.

This is where the 4 A’s approach comes into play:

1. Archeology involves assessing existing data: what databases and data elements we have, their quality, and the impact of errors or gaps. It also includes identifying redundant data sources.
2. Anthropology looks at why these data systems exist and where errors stem from. It explores whether legacy formats are driving poor data quality and what business impacts arise from incomplete data.
3. Architecture focuses on future needs. It helps identify essential data for today’s business challenges and determines which data is obsolete or redundant.
4. Ad Hoc creates a “play space” where end users can test and experiment with data before it is fully integrated into new systems. This step is crucial for verifying that the data will be useful and helps identify potential system adjustments before finalisation. It also provides flexibility during emergency events, allowing for rapid, adaptable data analysis.

Using this approach, we’ve significantly improved our GIS and work management systems for linear operations. By reducing unnecessary data fields, we’ve streamlined data entry, enhanced analytics, and minimised the impact of poor-quality data. Our open system design also allows us to integrate data from different sources, like GIS and billing systems, to support water conservation programs, which helps optimise future capital requirements.

Adopting a ‘launch and learn’ mindset means we don’t wait for perfect data; instead, we continuously refine our approach based on what’s working and what isn’t. This method has been instrumental in making our data more reliable and actionable, supporting a proactive rather than reactive approach to water management challenges.

Can you share a highlight from SWAN 2024 in Vancouver?

For me it was being able to connect to many of my peers that have been working in this space for many years and how the discussion on technology changes has evolved based on what is new (and potentially still shiny) but the focus in the water sector remains strong on meeting the needs of our customers.

Your achievements as Fellow of the Canadian Society of Senior Engineers and recipient of the Canada Clean50 award are quite remarkable. What advice do you have for aspiring young professionals seeking to make a similar impact in the field of engineering and the smart water sector?

My advice for young professionals is to actively engage in your organisation and industry associations, including cross-industry groups aligned with your interests. Stay curious about existing processes and don’t hesitate to question whether there might be better ways to achieve your goals. Always consider the impact of changes on field operational employees and customers, as this perspective can lead to innovative solutions. The water sector offers diverse career paths, providing an essential service to communities with a culture of collaboration and rapid cross-pollination of ideas. For long-term success, cultivate curiosity, a willingness to learn, and a collaborative mindset that extends beyond borders—looking globally to adapt and implement best practices in your work.