Water and Effluent Treatment Magazine
Issue link: https://fhpublishing.uberflip.com/i/468709
L ike all water companies, Northumbrian Water has to be able to handle and respond to a variety of different circumstances and customer-re- lated incidents during the course of its operations. Follow- ing various sewer flooding inci- dents within its region North- umbrian is delivering a project to improve its customer service by streamlining the manage- ment and investigation process- es surrounding such occurrenc- es. Whilst ongoing works and scheduled maintenance opera- tions continue to be undertaken by out-sourced contractors, the company has been streamlining its reactive operations by ensur- ing its own in-house response teams do not just have the capa- bility to clear blockages and cleanse sewers but also have the added ability to carry out CCTV surveys and create indus- try standard structural and ser- vice condition reports. To achieve this aim, North- umbrian has bought CCTV equipment for its Operational response team, and is currently putting the team through a series of CCTV inspection and reporting training courses, in association with Develop Train- ing and WinCan. Database WinCan's inspection reporting so‚ware ensures that all inci- dent investigations provide not just the customer service expected of NW but also the maximum information about any particular site. This infor- mation can be added to North- umbrian's asset management database for Ofwat reporting, future reference and opera- tional planning. In total, the training pro- gramme will provide Northum- brian with 21 response teams fully trained to the OS19x/Win- Can level required within the company. Each team will then have the full capability to carry out all sewer maintenance tasks and CCTV surveying, utilising both push rod and crawler cam- eras. Northumbrian's existing 15 reactive sewerage mainte- nance teams will operate the CCTV equipment. However, due to the increased workload arising from the project, Northumbrian will also need to recruit a fur- ther six teams. On the present training programme the com- pany is undertaking five courses with eight to ten attendees per course. To ensure that the right training was provided for such an important part of Northum- brian's customer facing opera- tions, the company had to select the best training provider. Develop, Northumbrian's train- ing partner for this project, was approached very early on in the programme development pro- cess. To test the course Training aids response • As Northumbrian Water streamlines investigation processes regarding sewer flooding, the company has ensured its operational response team is trained to the latest standards. ONSITE seWer mAiNteNANce mArch 2015 WET NEWS 15 projects specs • Procure cctV equipment for the Operational response team • Provide a series of cctV inspection and reporting training courses • test the course applicability and run an initial Os19x training course with volunteer candidates techknow • the Wincan software is a specialised application for the inspection and administration of wastewater network systems • the response teams are fully trained to Os19x/ Wincan level • the present training programme comprises five courses with eight to ten attendees per course neeD to know 1 this is the first time such a combined course has been utilised with an electronic training and testing format 2 Northumbrian Water has been streamlining its reactive operations to ensure its own in-house response teams can carry out cctV surveys 3 information can be added to Northumbrian's asset management database for Ofwat reporting, future reference and operational planningt the VerDIct • "this project has been an investment in our people as it empowers our maintenance teams, giving them the tools to carry out the job right, first time, every time, and is a real morale boost to staff as a result. this project does not affect any other Northumbrian Water requirements for cctV surveying, as it is purely focused on reactive flooding investigations" Peter rollins, Northumbrian Water training underway at Northum- brian Water with the company's response teams. more than 20 response teams will be fully trained to Os19x/Wincan level