Vilniaus Vandenys, Lithuania’s largest water utility, is implementing a new online customer self-service platform as part of its ongoing digital transformation efforts aimed at improving service accessibility, efficiency, and transparency. The company operates water supply and wastewater networks in Lithuania: Vilnius City, Vilnius District, Šalčininkai, and Švenčionys, providing water supply and wastewater collection and treatment services to approximately 297,000 customers.  

The Online Customer Self-Service Platform development project is being implemented in partnership with NRD Companies, which is responsible for the design, development, and implementation of the platform. The implementation phase began in early 2025 and will be followed by a multi-year period of system maintenance and continuous development to ensure long-term sustainability and ongoing improvement of the solution. 

A Unified Digital Experience for Utility Customers 

The new customer self-service platform is envisioned as a single digital entry point for managing water-related services. Once implemented, customers will be able to declare water meter readings, access billing and payment information, manage contracts, order additional services, monitor water consumption, and communicate with Vilniaus Vandenys through one secure and user-friendly portal. 

By consolidating customer services into an integrated digital environment, the platform is expected to increase the use of digital self-service channels while improving the accessibility, consistency, and transparency of customer interactions. 

The solution will support multilingual access, role-based user journeys, and differentiated functionality for private customers, business customers, new customers, and authorized additional users. 

Supporting Simple and Complex Customer Journeys 

In addition to everyday self-service functions, the platform will support more complex customer processes, such as onboarding new customers to centralized water and wastewater networks. 

Customers will be able to submit requests, upload and sign documents digitally, track process status through clear progress indicators, and receive automated notifications throughout the service lifecycle. This structured approach is expected to reduce manual handling, shorten processing times, and improve communication between customers and the utility. 

Secure, Scalable, and Integration-Ready 

The platform is being developed using Microsoft .NET and Microsoft SQL Server and will integrate with Vilniaus Vandenys’ internal systems, including its Financial Accounting, Management Accounting, Customer Service and Service Provision Information System. The architecture is designed to be secure, scalable, and compliant, supporting banking-grade security, full auditability, and GDPR requirements. 

The solution will support multiple secure authentication methods, including e-banking, Mobile-ID, Smart-ID, and username-based access, with identity verification applied during registration and login. By introducing a unified digital channel, the platform will also strengthen cyber-resilience and support evolving regulatory requirements related to operational continuity and security. 

Strengthening Vilniaus Vandenys’ Digital Vision 

Vilniaus Vandenys continues to invest in modern digital tools that support customer-centric service delivery and operational excellence.  

“The renewed customer self-service platform will make it simpler and more convenient for our clients to manage service-related matters. They will have access to clear information, find answers more quickly, and need to contact us less often for administrative issues. The system is being developed together with a partner that has extensive experience in creating secure and user-friendly digital platforms, including solutions such as online banking. This expertise will help ensure a secure and reliable self-service environment for our clients. Our goal – that this self-service system will help us deliver our services in an even clearer and more transparent way, with clients’ needs at its core,” said Martynas Augaitis, Chief Customer Officer from Vilniaus Vandenys.

Delivering Long-Term Value Through Digital Transformation 

Through this project, Vilniaus Vandenys and NRD Companies aim to create a future-ready digital foundation that delivers long-term value for both customers and the utility. Increased adoption of digital services, improved data accuracy, and reduced operational workload are expected to strengthen trust, service quality, and scalability. 

“I am proud that NRD Companies won a public procurement tender to develop the Vilniaus Vandenys customer self-service portal. This project focuses on building a secure and adaptable digital foundation for utility customer services. By combining banking-grade security with a configurable, user-centric self-service platform, Vilniaus Vandenys is advancing its digital transformation and strengthening long-term customer experience,” said Mindaugas Glodas, CEO of NRD Companies. 

About Vilniaus Vandenys 

Vilniaus Vandenys is Lithuania’s largest water supply and wastewater management company, responsible for providing drinking water and wastewater services to residents and businesses in Vilnius and surrounding regions. The company focuses on reliable service delivery, sustainable infrastructure development, and continuous improvement of customer experience. 

More information: https://www.vv.lt/