The Utility sector is facing one of the fastest and most significant periods of change since privatisation

Overview

The Utility sector is facing it's fastest and most significant period of change since privatisation transformed the market in the 1980's. Driven by new competition measures, evolving regulation, and increased customer empowerment, organisations are having to implement change on ever increasing scales in order to deliver the services required for today's modern utility needs.

The need to deliver resilient services, provide improved customer service and find operational efficiencies to keep costs down provides an ever-present challenge in an industry growing in complexity. The need for systematic, people led change has never been greater.

Supporting the Utility Sector

Unipart Expert Practices have a long track record of supporting our Utility clients to meet their organisational goals. Working across the Gas, Electricity and Water sectors, we deliver improved performance through a unique approach based on our own transformational journey. We do this by unlocking the ideas of your people, engaging them in identifying opportunities for process improvement and in the design of new and more effective solutions. We break down silos and create ownership of a new way of working that ensures that improvements can be sustained.

Delivering performance excellence in National Grid

Services

Achieving real results from a proven approach

Unipart have delivered significant benefits across a variety of environments including; Field Operations, Customer Services and Network Engineering, for more information on the results we have delivered for our clients, please see our case studies below.

Customer Service

We are experienced at delivering organisation wide transformation programmes that can significantly improve the efficiency of your customer services operations. By engaging teams, building capability and providing a full view of your end to end customer journey, we can empower you to resolve customer issues right-first-time and deliver best in class resolution times.

Field Operations

By developing a robust and complete planning and execution process, your field operations teams receive the equipment and support they need to get on and do the job, thereby dramatically enhancing their productivity. We can provide the insight and understanding to discover the root causes of problems in your field operations processes, and the difference is our ability to build the capability of your teams so that they can create effective and long lasting change in your planning processes.

Results & Success Stories:

  • A 22% improvement in productivity, enabling an annual saving in staff costs of £1.25M
  • Reduction of fixes penalty notices resulting in £2.9m cost savings
  • 80% of calls resolved first time, leading to a much improved and consistent customer experience
  • Lead time for fault repair: from 8 days to just 2

Read our Client Stories for Utilities