Water and Effluent Treatment Magazine
Issue link: https://fhpublishing.uberflip.com/i/988277
Name of the project/ initiative/technology Name Result Machine Learning for 'Very Satisfied' Customers Anglian Water Finalist Utileyes Northumbrian Water Group Winner New water connection customer journey Anglian Water Finalist Caffa Mill Rising Main, Fowey, Cornwall South West Water Delivery Alliance H5O Finalist One bill - one team South East Water and Southern Water Finalist Name of the project/ initiative/technology Name Result Increasing call pickup with AI Anglian Water Finalist Sustainable Drainage Systems Planning Thames Water Utilities Finalist Business Intelligence Strategic Partnership - Pollution Prevention South West Water in partnership with Hitachi Consulting Finalist Intelligent Alarms Anglian Water Finalist Development of a multi-disciplinary impact assessment approach for the assessment of impact of water abstraction upon shad populations APEM, Dwr Cymru Welsh Water, Natural Resources Wales Winner Customer Service Initiative of the Year Data Project of the Year 6 Customer Service Initiative of the Year WINNER APEM, Welsh Water and Natural Resources Wales APEM, Dwr Cymru Welsh Water and Natural Resources Wales won the Data Project of the Year award for their development of a multi-disciplinary impact assessment approach for the impact of water abstraction on shad populations. The project used field surveys, aerial and drone surveying, and digital and ecological modelling to gather data from multiple sources about this rare and protected species of fish and their eggs. The collected data successfully enabled the project partners to agree on new conditions for the water abstraction licence which would ensure there would be no adverse impact upon either the shad population or upon site integrity. WINNER Northumbrian Water – Utileyes Northumbrian Water took home the Customer Service Initiative of the Year award for the development of Utileyes, a mobile app that allows customers to use the camera and video in their personal devices to show technicians at the water company problems at their property in real time. Launched in July 2017, the technology means that the water company can carry out a 'virtual visit' to a customer, giving them much more accurate information than a telephone conversation alone and removing the need for multiple visits to a property. Where it has been used so far it has enabled domestic customer leaks to be fixed in an average of 1.5 days, compared to 3 days where in-person visits only were used. Data Project of the Year What the judges said: "This was a clear winner – an initiative that shows how innovation can be turned into real customer benefits, with the customer engaged in the solution." What the judges said: "The project really showed how data is a resource that can be used to move the business forward. It was impressive how data was harnessed from different sources and then presented very accessibly."