Business Transformation Enabling a UK utilities company to turn around its performance
Benefits
• The company was totally turned around and received a maximum score for customer service in Ofwat’s assessment • Examples of the much improved and consistent customer experience include an improvement from 38% to 80% of calls being resolved first time in customer complaints; in leakage repair, the age of the oldest job was reduced from 116 days to just 5 days and the average lead-time on fault repair is now down from 8 days to 2.25 days • In order to ensure the new ways of working were sustained and continuously improved, we trained 50 of the company’s staff to become their own specialists who are capable of sustaining and continuously improving the new ways of working • In addition to significantly improving customer service, the improvement programme has delivered £13 million in operating cost savings.
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