The impact of digital technology adoption on the performance of water Utilities in the Kurdistan region of Iraq: a case study of Erbil

<p dir="ltr">This study aimed to assess the impact of digital technology deployment into water systems in KRI on the performance of the water utilities there. Taking four water utilities in Erbil governorate as a case study, the study assessed the level of adoption of digital technology, and its impact on selected KPIs for those water utilities: Operational Efficiency, Productivity, Financial Efficiency, NRW, Decision-Making, in addition to the water utilities’ Staff Acceptance to adopt, use, and sustain the digital technology. </p><p dir="ltr">The study adopted mixed method design, conducting online surveys with 24 participants, and four key informant interviews. The data was analyzed using SPSS for statistical analysis, in addition to thematic analysis. The study also applied IS Impact/Success Model. </p><p dir="ltr">The Study found that KRI is in the Basic phase of the digital water adoption curve with limited scale to pilot projects of smart monitoring and control stations at water production points. The study also concluded that digital technology adoption is accepted by the water utilities’ staff and has positive impact on the operational and financial efficiencies, productivity, and decision-making. The positive impact resulting from the automation features and digital databases that reduce costs, staff involvement, field visits burden, and human error. </p><p dir="ltr">While no impact was deducted for NRW due to lack of deployment at distribution networks and consumers’ level.</p><p dir="ltr">The study recommended KRG to scale up investments, employ ICT experts, improve data governance, foster PPP, revive local markets, and local capacity building to move up in the curve of digital water adoption.</p>