OSE · Utilities
We simplified fault reporting for Uruguay's drinking-water utility
We made it easier to report faults or leaks in public spaces for OSE, giving users an experience through WhatsApp. From specific details (such as location) to the ability to attach photos, these new tools speed up the detection and resolution of faults, strengthening the community's active role in improving public services.
The challenge
OSE, Uruguay's drinking-water utility, needed to make it easier for residents to report faults or water leaks in public spaces. The simpler it is to report a fault, and the more complete the information that comes in, the faster the utility can detect and resolve it. Traditional reporting channels tend to be slow or imprecise, and information often arrives incomplete, which delays the response and prolongs the loss of a resource as valuable as water.
The solution
We enabled fault reporting through WhatsApp, an everyday channel for most people. From the chat, users can add specific details, such as the exact location, and attach photos of the problem. That information reaches OSE directly, ready to guide the response. By structuring the report inside the conversation, the system guides the resident to send the data the utility needs, without them having to know in advance what information to provide.
The impact
The new tools speed up the detection and resolution of faults and strengthen the community's active role in improving public services. Reporting a problem stops being a procedure and becomes a chat message with location and photos. With more complete, geolocated reports, OSE can better prioritize and dispatch its crews, which translates into faster responses to leaks in public spaces.
