Bristol Water develops a digital experience platform with Wipro

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UK utility Bristol Water has partnered with information technology (IT) company Wipro to implement a digital experience platform aimed at modernising its infrastructure and services.

Wipro will provide the utility with a cloud-based solution and capabilities such as instant release, high security and low maintenance. The solution has the ability to seamlessly integrate with the utility’s existing systems through bespoke Application Programming Interface (API) solutions.

The project will enable Bristol Water to align its services and infrastructure with changing regulation and consumer demands.

The solution also will help the water distributor (with 1.2 million customers) improve customer digital experience through the application of the 4M approach – method, model, machinery and mindset of new-age engineering. The enhanced digital experience will lead to an increase in Customer Measure of eXperience (C-MeX) and Developer Measure of eXperience (D-MeX) scores of Bristol Water.

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Stephen Green, head of IT, Bristol Water said the digital platform will “allow for a rapid turnaround from problem identification to solution realisation. Wipro’s research-driven and design-led implementation gives control back to Bristol Water customers.”

Special customer services

The announcement follows Bristol Water partnering with utilities Wessex Water and Western Power Distribution to better support customers with dementia.

In addition to funding Avon & Somerset Police’s new dementia wristbands, the three companies will be sharing information regarding how best they can improve the service to customers with dementia.

The wristbands allow essential information about the wearer, such as next of kin, to be accessed by a mobile app when nearby.

Sue Clarke, head of customer experience at Bristol Water, said: “Avon & Somerset Police have developed a worthwhile initiative to help keep those safe who are vulnerable of going missing in the community, which we’re pleased to help fund.

“As well as this, customers with dementia enrolled onto the wristband scheme will be invited to join the Priority Services Registers of all three utility companies. Power and water outages can be stressful for those with dementia, and by being aware, we can adjust our services.”

Customer services teams across the utility companies have also undergone Dementia Friends training to better support customers with dementia.