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Northumbrian Water Transforming Field Service with Mobile Workforce Management

Northumbrian Water Transforming Field Service with Mobile Workforce Management

Northumbrian Water Limited (NWL) is a water and sewerage company supplying water and wastewater services to 2.7 million customers in the northeast of England as Northumbrian Water, and water services to 1.8 million customers in parts of Essex, Suffolk, and Norfolk as Essex & Suffolk Water. As part of its vision to be the U.K.'s leading water and wastewater company, in 2012 NWL embarked on a program to transform field service operations. This study describes NWL's new mobile workforce management (MWM) solution implementation, which uses the Oracle Utilities Mobile Workforce Management product executed by Infosys. The study describes the approach taken, the business value, and the lessons learned.

"Enterprise mobility is a top priority for utilities, and more pervasive, sophisticated, and innovative approaches are progressively being implemented. Northumbrian Water Limited's field service transformation program demonstrates the value delivered to business by the adoption of mobile technologies," said Roberta Bigliani, associate vice president and head of Europe, the Middle East, and Africa, IDC Energy Insights. "Process efficiency and accuracy increased, thanks to the elimination of manual activities and the availability of better planning and forecasting capabilities. We have seen the benefits of mobile technology, innovating the way activities are organized and executed. The establishment of an enterprise mobility framework makes it easier to move NWL's mobile strategy forward, and beyond the boundaries of field services."

Please Note: Extended description available upon request.


IDC Energy Insights Opinion
In This Study
IDC Energy Insights Case Study Series
Why This Case Study?
Situation Overview
England and Wales Water Industry
Company Overview
Business Needs
Management Challenges
The Best Practices
Project Background and Objectives
Solution Description
Selecting the Solution
Implementing the Solution
Business Value
Lessons Learned
Future Outlook
Next Steps
Essential Guidance
Project Impact Assessment
Actions to Consider
Learn More
References
Related Research
Synopsis
Figure: Northumbrian Water Limited's Service Area
Figure: Field Service Transformation Program: Process Scope and Vision Components
Figure: Field Service Transformation: Program Organization
Figure: Architectural Approach
Figure: Northumbrian Water Field Service Transformation: Infosys' Contribution
Figure: Northumbrian Water Field Service Transformation: Project Impact Assessment

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