Anglian Water – Operations Centre

Posted by Toast on May 18, 2010

An award winning project central to Anglian Water achieving the highest OFWAT performance rating of all water companies for its customer service and excellence in asset management.

Anglian Water needed to make a step change in the way that field operations were managed and executed. Productivity, cost, and service benefits were required, aiming to be “leading in industry”. They were looking for a partner who could support them through the entire programme lifecycle through to the business implementation of centralised scheduling and remote work force management.

Working in partnership with Anglian Water, we:

  • Played a leading role in the creation of the business case and definition / shape of the programme
  • Supported the design phase ensuring solution integrity (with CSC, Anglian Water’s IT partner)
  • Helped define the new organisational structure covering operational support functions and 1200 field engineers
  • Fulfilled a leadership role regards the establishment and delivery of the associated business change programme covering Stakeholder Management, Communication, and Training
  • Supported the deployment of the Click Scheduling solution in the newly established “Operational Management Centre” and theSAP MAU Toughbook roll out to field engineers

The programme delivered immediate benefits with productivity, efficiency, and customer service improvements. Work backlogs were significantly reduced. Building on this, by 2009 Anglian Water achieving the highest OFWAT performance rating of all water companies.

“It’s hard to imagine how we would have structured our transformation programme had it not been for the experience of the Leadent Solutions team. They really understood our business and operational requirements. I always felt we were in safe hands.” – Paul Valleley, Director Water Services