Challenge
Charlotte Water, the largest water utility in the Carolinas, manages over 4,400 miles of sanitary sewer and serves a population of over 1 million people. Like many legacy systems built over a century ago, the utility faced increasing challenges with system age, rapid regional growth, and the need to reduce sanitary sewer spills. Following a record number of spills after an unusually wet summer in 2003, Charlotte Water entered an Administrative Order with the USEPA in 2007 that required a reduction in overflows. To meet this demand, the city needed to build a scalable, consistent pipeline inspection program that would deliver accurate data, streamline decision-making, and support long-term rehabilitation planning.
Solution
Charlotte Water turned to ITpipes to help design and deploy a comprehensive CCTV inspection and data management solution. Starting with just a few in-house CCTV trucks, ITpipes worked closely with Charlotte Water leadership to develop standardized inspection templates, train operators, and implement ongoing QA/QC review protocols. ITpipes enabled inspection errors to be tracked by operator, with retraining provided as needed to maintain quality. As the program matured, ITpipes helped onboard contractors to follow the same high standards.
Through ITpipes, inspection data automatically syncs at the end of each day—ensuring that every inspection is captured, reviewed, and ready for the next day’s planning. The platform integrates directly with GIS and asset management tools, allowing Charlotte Water to pre-populate work orders, visualize results on a map, and grant read-only access across departments. Unlike solutions limited to data collection, ITpipes supports the entire inspection lifecycle, turning raw footage into actionable intelligence that guides operational strategy and capital planning.
Partners
ITpipes served as the central technology provider, delivering end-to-end inspection management tools and expert implementation support. Charlotte Water also integrated Esri ArcGIS for mapping and spatial data analysis, and Cityworks for asset management. This full-stack integration enabled automated workflows, from field inspections to maintenance planning and rehabilitation decision-making.
Results
The impact of ITpipes on Charlotte Water’s operations has been profound. In 2003, the utility reported over 500 sanitary sewer overflows. By 2014, that number had dropped to 155—and more recently, to just 140 spills per year, all while serving the largest population and pipe mileage in its history. This dramatic reduction is directly tied to Charlotte Water’s commitment to data-driven, proactive management, powered by ITpipes.
Inspection crews—both in-house and contracted—now operate from a unified system that ensures quality and consistency. The ITpipes platform simplifies scheduling, data collection, syncing, and review, making it easier for staff to focus on problem-solving rather than paperwork. Supervisors use filtered inspection data to target areas for root control, schedule follow-up inspections, and plan trenchless rehabilitation using steam-cured CIPP or pipe bursting where needed.
Every department—from operations to engineering—uses ITpipes data to support maintenance and rehabilitation decisions. With centralized inspection data and real-time syncing, Charlotte Water now operates a fully coordinated sewer inspection program that prioritizes safety, efficiency, and value. Their efforts have earned multiple industry recognitions, including four consecutive “Utility of the Future” awards.