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Read storyAcueducto de Bogotá (EAAB) · Utilities
Timely citizen communication during the El Niño phenomenon
Bogotá’s water and sewerage utility informs hundreds of thousands of citizens within minutes about outages, emergencies and campaigns, and strengthens collections with automated SMS.
Summary
The challenge
Quickly inform millions of users about outages, emergencies, weather alerts and environmental campaigns.
The solution
Automated, segmented and scheduled SMS, integrated by API with EAAB’s operational systems.
The result
Over 200,000 users notified within minutes, 25% lower communication costs and an average NPS of 65.
- 200.000+
- users notified within minutes, with geographic targeting
- −25 %
- in communication costs versus physical media
- 3,8M
- users contacted in 2024 for collections
- NPS 65
- average across its stakeholder groups
About Acueducto de Bogotá (EAAB)
The Bogotá Water and Sewerage Company (EAAB-ESP) is a public utility with more than 135 years of history, responsible for the full water cycle in Bogotá and nearby municipalities, serving more than 8 million people.
It also leads strategies on climate change, the circular economy and sustainable water supply.
SMS messaging has been key to facing challenges such as El Niño, improving how we reach users during water rationing, infrastructure works and educational campaigns.
The challenge
EAAB needed to inform citizens quickly and effectively in situations such as:
- Scheduled maintenance outages.
- Operational emergencies.
- Weather alerts.
- Environmental and water-saving campaigns.
The solution
As part of its digital transformation, EAAB implemented an automated SMS system with Inalambria to communicate directly, with segmentation and scheduling, with millions of users:
- Early alerts: to communities affected by maintenance work or emergencies.
- API integration: with EAAB’s internal systems, sending messages automatically based on real events.
- Citizen campaigns: on water culture, service quality and support channels, with deliverability above 95%.
- Collections: with automated preventive and overdue reminders: more than 3.8 million users were notified in 2024.
Results
More satisfied users
with an average NPS of 65 across stakeholder groups, per its strategic plan indicator.
Mass coverage in minutes
more than 200,000 users notified simultaneously with geographic targeting.
25% savings
in communication costs compared with traditional physical media.
Stronger collections
SMS helped keep the core receivables index below 5% as a preventive tool.
Technology serving operational efficiency and public communication.
SMS is now a strategic pillar of EAAB’s multichannel ecosystem and opens the door to future RCS and WhatsApp integrations, strengthening institutional resilience and transparency.
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