Water and Effluent Treatment Magazine
Issue link: https://fhpublishing.uberflip.com/i/831966
10 People Initiative of the Year Winner Dwr Cymru Welsh Water For its Customer Feedback App, an application and management dashboard capturing customer feedback at the point of service. The app enables customers to complete a survey using a crew member's phone. FINALIST: Affi nity Water has undergone a change in the way it does business, engaging in-depth with 12,500-plus customers to gain feedback to develop performance commitments and a plan that genuinely refl ects local needs. FINALIST: Aquam Corporation and Yorkshire Water. Aquam's Overland Supply Vehicle was used last May to create a temporary network to keep Yorkshire Water customers in Malton supplied with water while lead pipe lining work was carried out. FINALIST: Interoute and Anglian Water provided the option of requesting a free call-back from a customer services team member. The delivery of the web call-back and CLI-lookup solutions provide more effi cient and convenient customer interaction. FINALIST: Northumbrian Water Group worked with framework partner ITS Stonbury to create an effective means of communication with the local community, especially those affected by improvement scheme projects. FINALIST: Severn Trent Water's Good to Great (G2G) initiative is designed to increase the transparency and immediate accessibility of customer feedback to advisors, along with encouraging team communication. FINALIST: Yorkshire Water established the dedicated Hull & East Riding Customer Engagement Team to help with customer engagement in the Hedon area after frequent odour problems at its Saltend WwTW led to protests. Winner Severn Trent Water Competency Governance Community of Practice scheme! The scheme is a learner-centric approach to developing and assuring competency. The objective is to equip staff with the knowledge and skills needed to feel confi dent and capable to do their jobs brilliantly. FINALIST: Dŵr Cymru Welsh Water's Operational Competency Programme was developed as a means of measuring the competence of its frontline operational staff. Any shortfalls can then be addressed by the provision of appropriate learning to support staff. FINALIST: MWH, now part of Stantec, has adopted the Wellbeing Approach, a proactive, holistic and integrated approach to improving its employee physical and psychological health and resilience. FINALIST: Severn Trent's Apprenticeship Programme for 2016 offered 80 new apprentice roles across four schemes covering Utilities Technicians (Operational or Engineering), Asset Creation and Digital/Information Systems. FINALIST: Severn Trent Water's Awesome Agent Development Programme is a development model for its Credit Management offi ce staff to develop their skillsets. FINALIST: Water2business, established by Wessex Water and Bristol Water, focused on positive people development, a unique coaching framework, and a suite of training resources to ensure an exceptional and innovative service is delivered. FINALIST: Wessex Water has developed a long-term apprenticeship strategy. The company employs apprentices in a variety of departments; from engineering and construction apprentices to laboratory technicians and customer service advisers. Customer Satisfaction Initiative of the Year What the judges said: "This initiative was very successful in identifying where different parts of a team would require a tailored and targeted approach to developing competence" What the judges said: "Gathering feedback from customers in this immediate way should be an obvious thing to do. It's forward thinking and simple, the sort of thing that more of us in the water industry should be doing"