Anglian Water – Integrated Operations

Posted by Laura Mattin on February 16, 2015

Re-engineering the Customer Experience

The Challenge

Anglian Water were already leading the way in the water utility sector after creating their Operational Management Centre in 2005. By centralising their scheduling function, they had implemented an integrated IT solution covering work management, work scheduling and a Toughbook mobile application for 1300 field technicians.  Whilst Anglian Water had made improvements in both productivity and costs (topping the OFWAT performance tables), increasing the visibility of work completed for customers and assets was the major benefit.

However, throughout the subsequent AMP period it became clear that further improvements were required, through renewed focus on customer measures and issues in completing both reactive and planned work on assets.  It also became clear that the move to a centralised work management function had, to some extent, disengaged the field workforce, who had expressed the view that their input had become less valued through the process.

The Solution

Anglian Water decided to create a team to address the issues and asked Leadent to play a leading role in transforming the operational business.  We helped the Integrated Operations Management (IOM) programme team to:

  • Establish an objective method of work prioritisation, aligning reactive, planned, customer and asset work
  • Re-engineer the customer experience from initial commitment to problem resolution
  • Improve both long-term and tactical planning, making early work a priority and enhancing resource capacity/capability decision-making
  • Create stable work schedules, with minimal disruption on the day
  • Enhance operational reporting, with a more forward-looking approach

Leadent was involved with the full programme lifecycle, including shape, design, build and implementation, leadership and assurance, subject matter expertise and transformation support services.


Specific benefits will include:

  • 100% visibility of changes made to the schedule
  • Re-alignment of the schedule to drive key business objectives
  • Manual intervention required only to handle exceptions
  • Greater trust in automated schedules
  • Optimisation timeline re-aligned with planning horizons to better support strategic and tactical business improvements
  • Improved engagement from the field workforce

“Leadent have demonstrated their extensive expertise in both scheduling and workforce management. Their in-depth review and improvement plan has shown they understand not only the complex technical aspects, but also the business – its needs and goals.  Their no-nonsense and honest approach has ensured we have been given the right information to make essential decisions. They delivered where others have failed.”

Ian Rule, Head of Operational Management Centre