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UTILITY WEEK | 22ND - 28TH MAY 2015 | 29 Community Paul Fletcher was a senior metering expert at RWE Npower. He retired in March having worked in the utilities industry, man and boy, for 48 years. He trained as an apprentice and in his final role he led the development and delivery of new smart metering business processes. Team of the Year – Customer Facing Npower Green Deal and Obligations Customer Service Team. This rapidly growing team takes customers through a journey to install energy efficiency measures, ultimately mak- ing their homes warmer. The process is com- plex and highly regulated but despite this, the team has delivered an outstanding net promoter score of 75 per cent and customer service results of 97 per cent. SGN External Communications Team. All members of this dedicated team are eas- ily capable of representing the company on television or radio, an important asset to gas networks, which need strong represen- tation in emergency situations. The team showed exemplary teamwork in providing comprehensive frontline customer service in Canford Heath, Poole, last September when 80,000 litres of water knocked off supplies to 650 customers. The Npower Health Through Warmth (HTW) Team. HTW is a unique, voluntary community initiative available across Eng- land and Wales which works with National Energy Action (NEA) and the NHS to improve levels of warmth, comfort and quality of life for vulnerable homeowners with long-term illnesses. HTW is run by a dedicated, solu- tion-focused team, managing a fixed Npower budget, and they are committed to external fundraising, ensuring no-one eligible for support is turned away. Yorkshire Water, Morrison Utilities, Pen- nine Housing. These companies have come together to deliver a successful community scheme, re-energising a housing estate with fresh infrastructure and facilities. The com- panies collaborated to manage key stake- holders and present an affordable plan to residents. The project demonstrated striking momentum and customer buy-in. Team of the Year – Operational Working in collaboration with Plymouth City Council and the Environment Agency, the Southwest Water Delivery Team (H5O) designed a solution to alleviate flooding in the village of Colebrook. This scheme was extremely challenging at times, and the ways in which the team dealt with problems was, says the entry, nothing short of remarkable. Wessex Water's Bristol sewage treatment works (STW) operational team is the driving force behind GENeco, Wessex Water's unreg- ulated, sustainability-focused subsidiary. This outstanding team supports wastewater treatment for around one million people and has established dynamic business areas to allow for a range of activities, including gas to grid plant, anaerobic digestion and com- mercial waste treatment. The UK Power Networks Scouts Avail- ability Management team has developed a system that promises to overhaul the way the company works during a major storm, dramatically improving restoration times for potentially tens of thousands of customers. The system meets a new company target to identify all network damage within 24 hours of a major storm. Northumbrian Water's Trunk Mains Clean- ing Project team has established an excellent reputation within planning, communication and implementation for its strategic pro- Process and Systems team works nationwide to identify process improvement opportuni- ties and develop MUS's IT systems. Recently the team has focused on improving mobile working capability, with major improve- ments achieved in intelligent work sched- uling and routing, especially for complex highway reinstatement processes. The team has received accolades for its application of cloud computing technologies in this field. gramme of trunk mains cleaning. The team has exceeded regulatory targets and reset expectations for stakeholder engagement and collaboration. Team of the Year – Back Office UK Power Network's Organisation Develop- ment and Employee Engagement and Com- munication teams work collaboratively to create an environment in which employees can optimise their performance and deliver UKPN's strategy. In 2014, the team imple- mented schemes to significantly increase employee engagement, resulting in UKPN being listed in The Sunday Times 25 list of the Best Big Companies to work for. It was the only distribution network operator listed. The RWE Npower Work Planning team in Leeds manages the company's field engi- neers for maximum efficiency and customer service. The team has achieved significant improvements in job booking, increasing success rates by 40 per cent and offering greater flexibility to customers to pick times for appointments. The team's "scientific approach" to improvement has been sup- ported with strengthened communication and sensitivity for front line team needs. Morrison Utility Services (MUS) Business Ray Morris, Long Service Award nominee Southern Water's Universal Metering Programme Team, Customer Service Award nominees UKPN, Health and Safety Award nominee BOOK YOUR TABLE NOW 12TH JUNE, MANCHESTER Contact Nicky Shaw at: nicky.shaw@fav-house.com