The client uses E&MW systems for its emergency operations. E&MW system is used at various locations in the UK for capturing gas emergencies and routine maintenance jobs. Automatic scheduling and issue of these jobs to more than 2000 field engineers is also handled by this system through "Field Applications" available on the field engineer's laptops.

Support calls are classified based on increasing level of severity and impact to the business / users. All critical and urgent calls are addressed round the clock but lesser impact level calls are addressed only during normal working hours. Wipro has fully taken over all support activities from outgoing vendor and been able to show marked improvement in terms of service to the client. Wipro has been involved in processing; handling and resolution of service calls, carrying out fix on fail changes, data fixes and other essential maintenance activities. Whenever there is a call from the public or any of the shippers, the job is recorded and the address information and contact information is stored in the database. While recording the address the Post office Address File (PAF) is used to get the complete address. It also uses the Sites & Meter database to verify whether the address provided is the gas consumer or not. It also uses this database to get some vulnerable customer's information. After recording the address and contact information, the system derives the priority of Emergency jobs using third party tool called K-Commerce. It then schedules the job and transfers job information to relevant Field Service Engineer via Field Application (FA). Field Service engineer will work on the job and update the status. Incident Control report is used to get the list of all the gas consumers within a given radius. This application helps the client to evacuate a particular area in case of major emergency.

Client has appreciated Wipro's efforts by giving a 5/5 rating twice in succession in the Customer Satisfaction Survey conducted in the first 2 surveys after taking over support. Also the client had appreciated the work done by Wipro for E&MW - Consolidation and E&MW - Management of Outside Escape work packs.

In addition the main benefits to the client were:

• Fixed major performance related problems, this reduced the number of emergency calls.
• Reduced number of major faults on the system after Wipro took over the support.
• Reduced average time taken for resolution of high impact level calls.
• Almost zero defects for all fix on fail changes that Wipro has serviced
• Significant Cost benefits by the usage of offshore facilities