| Thames Water: Streamlining IS operations and improving service delivery, strengthening customer relationships and creating a ‘thin’ layer of IS |
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| The client |
| Thames Water is the world’s third largest water company providing clean and waste water services to over 69 million customers around the world. In the past year Thames Water has strengthened their position in key markets; most notably in the Americas with the acquisition of American Water Works. With around 13 million customers in the UK, Thames continues to be one of the most efficient water companies in the world. |
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| The challenge |
| Thames Water had embarked on a journey to streamline their IS operations to ensure better service delivery, improved customer relationship and closer links with business. They also wanted to move to a ‘thin’ layer of IS. This was a challenge considering that the Thames Support Estate consists mostly of bespoke applications using a wide spectrum of technologies and functional areas that cover all the business functionality of a typical Water Utility. |
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| The solution |
| Over a two year period, through a series of strategic initiatives Wipro made Thames Water realize significant cost savings as well as remarkably improved the quality of the application estate. This was done by following a cycle of Define, Perform, Review and Refine for each of the functions that Wipro was entrusted with. Wipro devised and implemented a strategy for cost savings by leveraging on its Global Sourcing model. The savings in the application support budget was also enabled through a system of Forecasting and reviewing service requirements with partners and third party vendors. |
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| The benefits |
| The solution has resulted in higher service levels and a productivity improvement of 45 minutes per user per day in the work management area. The solution also resulted in improved partner performance and a reduction in Total Cost of Ownership by 0.5 million GBP per annum. This combined with other business benefits resulted in a cost saving of 32% in two years. |
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