Scottish Water improves workforce planning and scheduling


Edinburgh, U.K. — (METERING.COM) — June 5, 2008 – Scottish Water, the fourth largest water and waste water services provider in the United Kingdom, serving around 5 million customers in 2.3 million households, has selected ClickSoftware’s ServiceOptimization Suite to improve scheduling capabilities in its service organization. ClickSoftware Technologies Ltd. is a provider of mobile workforce management and service optimization solutions.

By implementing optimized scheduling, street level routing and real time analytics, Scottish Water is looking to improve visibility and control of their field workforce, drive down its operational costs and improve the level of service it gives to its customers.

"Customer service is at the very heart of everything that we do and we are always looking for ways in which we can improve the quality of service to our customers and overall efficiency," said Raymond Smith, Application Development Manager at Scottish Water.

Scottish Water will be implementing ClickSoftware’s packaged solution for water companies. ClickSoftware for Water Utilities is a pre-configured application for handling all the different aspects that water and/or waste water companies are facing, from generation (water reservoirs), through infrastructure and distribution of the water, up to meter operations and meter reading. The solution enables companies to effectively balance the costs of maintenance (proactive work) and break-fix (reactive work). In addition, the solution creates the ability to provide service that is compliant with current regulations, while also allowing customers to do more with existing resources and in line with corporate service goals and objectives.

The introduction of dynamic, real-time optimized scheduling will enable the vast majority of scheduling decisions to be handled automatically. This will allow the dispatchers to focus on the exceptional cases that require human intervention. At the same time, Scottish Water will be able to provide their customers with a greater level of service via narrow appointment slots that they will be able to commit to.

The utility will also be deploying ClickAnalyze Reports – a tool that will allow Scottish Water stakeholders to create real time operational performance reports, monitor field force performance in real time, control service operations, including service level, customer appointments, associated costs and service revenues. These reports can be produced by each stakeholder easily within minutes.

"We recognized that our existing CRM/ERP solution had taken us as far as it could from an automation perspective but we wanted to move to the next level with real-time decision-support and optimization,” said Smith. “This is particularly important as Scotland became the first country to introduce a competitive framework for the business water and sewerage sector.”

As part of the business transformation program the ClickSoftware Water Package will be integrated to Scottish Water Work and Asset Management and CRM System. All planned maintenance as well as reactive work will be optimized. The solution is planned to be deployed across six business streams.