Findings from the Velp 2025 Utilities Workers Survey

Introduction: why we ran the utilities survey

In August 2025 we conducted a parallel survey called “Understanding the Work of Utilities Workers.” Our goal was to hear directly from lineworkers, technicians and customer‑service crews about their daily challenges, particularly when working in the field. Respondents from electric, internet/broadband, water, gas and other utilities participated. The survey asked about their tenure in the industry, the tasks that consume most of their time, their experiences during storm recovery, and their willingness to use AI tools. We hoped to uncover patterns that could inform better support for the people who keep our infrastructure running.

The respondents represented a seasoned workforce: nearly 44 % have more than five years’ experience and another 38 % have 2–5 years. Yet their days are dominated by paperwork. Half of them selected documentation/reporting as one of the top three time‑consuming activities, while only a minority cited actual repairs or installations. On the job, half of respondents face questions weekly that they can’t answer right away, and they typically turn to supervisors or local colleagues for help. Almost 70 % maintain their own notebooks or digital guides because official resources are hard to access. In post‑storm situations, a majority report lacking the information they need and having to improvise. Notably, 56.25 % said they would use an AI chatbot that works both online and offline, whereas 25 % were skeptical. These findings paint a picture of dedicated professionals constrained by outdated processes and information gaps.

What the data tells us

Utilities workers manage a complex mix of technical tasks, customer interactions and regulatory compliance. Respondents ranked documentation as the biggest drain on their time, followed by interacting with customers and “other” duties such as training apprentices or handling logistics. Fieldwork often involves travel to remote sites; 31 % encounter unreliable cell service at least occasionally, making it difficult to look up specifications or log activities. When procedures differ from one municipality or company to another, most crews ask local supervisors or colleagues for guidance. Only 12.5 % said they find it “very easy” to follow outside specifications.

Post‑storm work stood out as a pain point. More than half of the respondents have participated in recovery after hurricanes or winter storms, yet only 25 % said they had all the information they needed. The remainder had to double‑check details, rely on manuals or phone calls, or simply make do without the right information. This uncertainty carries an emotional toll: half reported feeling frustrated when answers aren’t available, 37.5 % feel stressed and the same proportion remain neutral. A smaller segment (18.75 %) worries about being blamed if they act incorrectly. These pressures highlight a clear need for improved knowledge sharing and decision support.

How Velp can help

Velp’s mission is to put authoritative knowledge in the hands of the people who need it. Imagine climbing a pole to restore power after a storm and needing to remember the torque specification for a specific type of clamp. With Velp, you can ask, “What’s the approved torque for this 2‑bolt ground clamp?” and receive an immediate, offline‑available answer drawn from your utility’s standards. For broadband technicians laying fiber, Velp can provide local code requirements on burial depth or conduit materials. During storm recovery when multiple companies collaborate, Velp can translate different utilities’ specifications, ensuring crews follow the right procedures the first time.

With offline functionality, Velp remains accessible in remote areas where cell towers are down, syncing data once connectivity returns. And because it is designed to integrate with existing work management systems, crews don’t need to learn yet another tool – Velp operates as a natural extension of their workflow.

A vision for smarter infrastructure work

The August 2025 utilities survey reveals a workforce ready for change. Experienced technicians are slowed by paper-based manuals and information gaps, yet are enthusiastic about using AI assistance if it works both on‑ and offline. Velp is built to meet that exact need: it delivers instant answers, streamlines reporting and reduces reliance on ad‑hoc notes or supervisors. By empowering utility workers with accurate, accessible knowledge, Velp helps them restore service faster, adhere to diverse specifications and focus on customer satisfaction rather than administrative hassles. In an era when reliable utilities are more important than ever, equipping front‑line crews with Velp is a practical step toward more resilient, efficient infrastructure.

ABOUT VELP

Velp is an AI‑powered field companion designed to empower workers in demanding environments. Whether you’re a home‑health nurse, a utility technician or a first responder, Velp puts essential knowledge at your fingertips – even when you’re offline. By combining a curated knowledge base with natural‑language understanding and seamless integrations, Velp helps you make decisions confidently and focus on the people you serve. Learn more at velp.ai.