Client focus
The challenge NWG is an asset intensive business. Key to their success is how they manage their assets - they need a good understanding of what’s happening both underground and above ground with their pipes, pumps and sewage works (making sure pipes are working and there are no leaks or flooding resulting in sewerage flowing into homes or the environment). With dated systems, they were facing some issues around understanding the health of their assets and receiving high-quality, accurate data and information. Building upon strong historical performance and in order to continue to maintain high levels of service to customers, in 2015 they embarked upon a major programme to transform their Asset Management activities. The Intelligent Asset Management Programme (‘iam Programme’) sets the foundations for ‘leading
Project One adding value It was clear to NWG that they needed a partner to help them develop the TOM, and in parallel bring the learning into the team, so they have the capability internally should they want to do this again
asset management’, not just in their sector, but across most utility sectors. But this was bigger than just updating the IT systems. The programme is made up of a set of individual projects around the themes of better data and information, better business processes and improved technology. This is all underpinned by people having the right mind-set and a shared vision of what NWG is trying to achieve as an organisation. An external review had identified the importance of developing a Target Operating Model (TOM). This would help them understand the capabilities they required as an organisation and; take advantage of the investment in technology; resolve issues that exist in the business; clarify accountabilities and responsibilities; improve customer service and lower operating costs.
initial discovery day, we were very much aligned on what we wanted to achieve. The methodology that Project One and Nick brought was the type of process we would be comfortable with and wanted to follow. He was not a consultant who knew the answer already and imposed his views - he worked through a process to help us identify where we wanted to be, not where he thought we should be. The additional governance from Project One’s Account Director added great value, providing the right amount of challenge to make sure we were following the right process.” Said Mike. “It didn’t matter that Nick did not have detailed knowledge of our sector when he arrived, although he picked this up very quickly. Nick’s expertise brought a well- structured approach. He did things in the right order, to get us to the answer we wanted to get to at the end. It was a really good learning process for us.”
“It was really important, for myself and my team, to have the right person helping us.” Mike Madine, Head of Asset Management Transformation The process drew people into the conversations and made them feel part of the development of what NWG were doing. It challenged their thinking on their vision, values and the strategies that they had in place, to pinpoint what they were really trying to achieve at an organisation level, before looking at the capabilities that they need to deliver these things.
in the future. The Programme Director recommended Project One to be considered for this role, following a previous experience of working together. Project One consultant, Nick Woodward, led the NWG Executive Leadership Team, Second Line Leadership and Business Transformation Team through a disciplined process, over a three-month period, to reach a facilitated agreement across the business on the Target Operating Model to implement. “It was really important, for myself and my team, to have the right person helping us, and after interviewing a number of different parties, we got a really good feel for working with Nick. From the don’t want this just to be a great customer experience, but also able to deliver a great employee experience. If we make things really easy, and positive for our employees, they will be able to really buy into the vision that we’re trying to deliver and create that unrivalled customer experience that we want.” Ceri Jones, Programme Sponsor, said “We
nick woodward consultant, project one
NWG values: Customer focused: We aim to exceed the expectations of our external and internal customers. Results-driven: We take personal responsibility for achieving excellent business results. Ethical: We are open and honest and meet our commitments with a responsible approach to the environment and our communities. Creative: We continuously strive for innovative and better ways to deliver our business.
The Outcome The iam Programme overall will help NWG deliver sustained and improved levels of customer service. By having better data and information, and the joined-up technology, it means that when someone turns up on the doorstep they will know the customer’s history before they get there – including any problems they have experienced with the service in the past and what was done to remedy that - delivering an unrivalled customer experience. As well as these direct customer benefits, NWG will be able to manage the service more efficiently, by better managing their asset base - avoiding unplanned interruptions to the service or major outages of any kind. The new Target Operating Model was developed and signed off by the Executive Leadership Team in 12 weeks. It covered all activity from strategic planning, through to asset delivery and operation, to maintenance and repair (including customer-driven activity).
One team: We work together consistently, promoting co-
operation and mutual support, to achieve our corporate objectives.
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