Water and Effluent Treatment Magazine
Issue link: https://fhpublishing.uberflip.com/i/682833
12 What the judges said: "South East Water has taken a proactive approach. We need to applaud people who break the mould" What the judges said: "Sewers are an o en neglected asset, and with this project Severn Trent has demonstrated how it could use its own tools to pull together the sources of data available, and make the best use of them in the sewer network" Winner South East Water Its survey scheme invites customers, selected at random, to take part in telephone surveys to gain real-time feedback on its performance. Opinions are sought on a number of issues including water quality, hosepipe bans, direct interaction, leakage and supply interruptions. Finalist: Morrison US adopted a Listen First, Act Second approach. It invested in its sta† , processes and culture, as well as deployed technologiest to listen and communicate with customers more e† ectively. Finalist: Northumbrian Water Group set ambitious targets to reduce the number of customers experiencing discoloured water. It developed a 31 point 'source to tap' discolouration strategy. Finalist: Severn Trent Water, NMCNomenca, Laing O'Rourke for the Ambergate Reservoir Replacement scheme, where the team managed to overcome opposition to the project. Finalist: Severn Trent with Rant & Rave. In order to track and measure customer satisfaction year-round, they adopted a SaaS solution in Severn Trent's wholesale operation. Finalist: Southern Water teamed up with the South Downs National Park to test a new format of audit and retro– t that included lighting as well as water e— ciency. Finalist: Thames Water - Customer Representatives are a team of 'elite' customer service agents. The team was formed as Thames set new benchmarks for how it interacts with customers. The agents have expert knowledge of all areas of the business. Customer Satisfaction Initiative of the Year Finalist: Clancy Docwra for its Clancy Mobile suite to increase operational transparency in the – eld and for customers. Improved data availability enables gangs to complete tasks more quickly, helping to reduce costs. Finalist: ICONICS UK and Scottish Water for their Situational Awareness solution, which delivers a 'single view of the truth' to help proactive decision-making, protect assets and improve regulatory performance/customer service. Finalist: Northumbrian Water Group for its Sewer Network Information Performance Reporting (SNIPeR) initiative, an early warning system that enables potential blockages and network escapes can be identi– ed and avoided. Finalist: Severn Trent Water and Esri UK for improving asset data with GIS. Field workers can con– rm, correct or collect asset data for the – rst time using mobile GIS running on laptops, to automatically update the central asset database as they carry out work. Finalist: Thames Water Utilities and its London Hydraulic model, which helps set out how demand for sewage capacity in the network is expected to change in each of the London area catchments up to and including the next 35 years. Winner Severn Trent Water For its sewer rehabilitation programme, comprising a pipe tracker to give a holistic approach to the risk posed by asset failure. The rehabilitation pipe tracker, built in Excel, assesses the likelihood and consequence of a speci– c sewer collapse. Data Project of the Year