Knowledge Loss in the Utility Sector: When Tacit Knowledge Disappears and Smart Data usage Becomes the Key to the Future

The utility sector is facing a quiet but serious challenge: knowledge loss. As many experienced employees approach retirement, companies risk losing decades of accumulated expertise and insight – so-called tacit knowledge. This is the knowledge that rarely exists in manuals or IT systems, but instead resides in people’s heads: intuition, understanding of local conditions, and the ability to interpret complex relationships in operations and infrastructure.

Tacit knowledge has long been a strength of the water and wastewater sector. Many decisions have traditionally been based on experience rather than data, and skilled employees have been able to “sense” when something was about to fail in water supply networks, treatment plants, or wastewater systems. However, when these employees leave the organization, their knowledge often leaves with them. The consequences can include slower response times, higher operational costs, reduced asset performance, and increased risk of service disruptions or compliance issues.

At the same time, the sector is characterized by data silos. Data does exist – often in large volumes – but it is spread across systems, departments, and disciplines. Operational data, maintenance records, SCADA data, asset information, financial data, and customer data frequently remain isolated. As a result, the full value of data is not realized, and organizations continue to rely heavily on individual experience rather than shared insight.

This is where the future lies: systematic use of data and the breakdown of data silos. By integrating, structuring, and analyzing data across the organization, water and wastewater utilities can begin transforming tacit knowledge into shared, accessible knowledge. When data from sensors, historical incidents, work orders, hydraulic models, and decision logs are connected, patterns emerge and knowledge is preserved – even as employees retire or change roles.

Advanced analytics, digital twins, and artificial intelligence can support this transition. These technologies enable predictive maintenance, early leak detection, optimized wastewater treatment processes, and data-driven decision-making based on facts rather than gut feeling. However, technology alone is not enough. A cultural shift is also required, where knowledge sharing is encouraged and data is viewed as a common asset rather than something owned by individual departments or systems.

Knowledge loss is not inevitable. The water and wastewater sector has a unique opportunity to turn this challenge into a strength by combining experience with data. By breaking down data silos and working strategically with data utilization, utilities can ensure continuity, resilience, regulatory compliance, and innovation – even in a future with fewer highly experienced employees and increasing operational complexity.