In a rapidly evolving digital landscape, no sector is immune to the threat of cyberattacks. This reality became starkly evident when American Water, the largest publicly traded water and wastewater utility company in the U.S., confirmed a hack that led to the suspension of its customer portal and billing services. The breach not only affected the company’s operational capacity but also raised concerns about the cybersecurity vulnerabilities present in the nation’s critical infrastructure.
While details of the hack remain limited, the incident highlights a growing trend where essential services, such as water utilities, are increasingly becoming targets for cybercriminals. The inability of American Water to provide basic services like billing and account access to its customers underscores the potential for significant disruption in the event of a larger-scale cyber incident.
The Growing Threat to Critical Infrastructure
Cyberattacks on critical infrastructure are no longer speculative—they are happening with greater frequency and sophistication. The utility sector, which includes water, electricity, and gas services, is particularly vulnerable due to its reliance on interconnected digital systems. A successful cyberattack on these systems can lead to severe consequences, not just for the utility company but for the millions of people who rely on them for their day-to-day needs.
In the case of American Water, the hack had a direct impact on customer-facing services, which raises the question: What would happen if the attack had targeted the operational systems responsible for water treatment or delivery? The stakes are high, and it’s becoming increasingly clear that utility companies must prioritize cybersecurity alongside physical infrastructure maintenance.
Juvare: Protecting Critical Infrastructure from Cyber Threats
As these threats grow, the need for comprehensive emergency management solutions that can address both physical and digital threats is paramount. At Juvare, we provide the tools and platforms that help organizations, including those in the utility sector, prepare for, manage, and respond to cyber incidents. Our software solutions enable seamless coordination and real-time communication among emergency management teams, ensuring that the response to any incident, cyber or otherwise, is swift and efficient.
WebEOC
WebEOC is a powerful, web-based platform designed to provide real-time situational awareness and decision-making support. In the event of a cyberattack, such as the one experienced by American Water, WebEOC allows emergency operations centers (EOCs) to quickly mobilize response efforts and coordinate across multiple departments. The platform’s centralized dashboard ensures that all stakeholders have access to critical information and can respond in a unified manner, minimizing downtime and mitigating the impact of the attack.
Crisis Track
Crisis Track focuses on damage assessment and disaster recovery, but its capabilities extend to managing the aftermath of cyber incidents. After a breach, organizations need to assess the extent of the damage, not just in terms of physical infrastructure but also in terms of data integrity and operational impact. Crisis Track’s automated workflows and reporting tools streamline this process, allowing utility companies to quickly evaluate their situation and take the necessary steps toward recovery.
EMResource
In the face of a cyberattack, communication between agencies and across jurisdictions is essential. EMResource provides real-time resource management, ensuring that all key players in an emergency response have the tools and information they need to stay connected. Whether managing physical resources or coordinating cyber response efforts, EMResource enhances situational awareness, enabling a more organized and effective response.
Building Resilience for the Future
As cyberattacks continue to rise, it is critical for utility companies and other key infrastructure providers to focus on building resilience. This means not only having robust cybersecurity measures in place but also ensuring that response systems are agile and capable of adapting to the unique challenges posed by cyber incidents.
Juvare’s suite of emergency management products is designed to help organizations face these challenges head-on. By providing real-time situational awareness, resource management, and damage assessment tools, Juvare ensures that critical infrastructure providers like American Water can maintain operations during and after a cyberattack. The recent hack serves as a reminder that preparedness is key—not just for natural disasters but for the increasingly complex world of digital threats.
As utility companies look to the future, they must embrace a more proactive approach to cybersecurity, ensuring they are not just prepared for potential incidents but capable of recovering quickly and maintaining the trust of their customers. Juvare will continue to be a leader in helping organizations build the resilience necessary to navigate these challenges, providing the tools and support needed to protect our most vital services.
