Northumbrian Water Limited (NWL) is a water and sewerage company supplying water and wastewater services to 2.7 million customers in the northeast of England as Northumbrian Water, and water services to 1.8 million customers in parts of Essex, Suffolk, and Norfolk as Essex & Suffolk Water. As part of its vision to be the U.K.'s leading water and wastewater company, in 2012 NWL embarked on a program to transform field service operations. This study describes NWL's new mobile workforce management (MWM) solution implementation, which uses the Oracle Utilities Mobile Workforce Management product executed by Infosys. The study describes the approach taken, the business value, and the lessons learned.
"Enterprise mobility is a top priority for utilities, and more pervasive, sophisticated, and innovative approaches are progressively being implemented. Northumbrian Water Limited's field service transformation program demonstrates the value delivered to business by the adoption of mobile technologies," said Roberta Bigliani, associate vice president and head of Europe, the Middle East, and Africa, IDC Energy Insights. "Process efficiency and accuracy increased, thanks to the elimination of manual activities and the availability of better planning and forecasting capabilities. We have seen the benefits of mobile technology, innovating the way activities are organized and executed. The establishment of an enterprise mobility framework makes it easier to move NWL's mobile strategy forward, and beyond the boundaries of field services."