| National Grid : Efficient error-free business processes and year-on-year cost savings |
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| The client |
| National Grid is the owner, operator and developer of UK’s gas transportation system that serves more than 20 million domestic, commercial and industrial users. National Grid stores and distributes natural gas on behalf of 90 energy shippers throughout UK. |
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| The challenge |
| Providing services to Shippers is the key source of revenue for National Grid. The systems that support these services are therefore business critical. National Grid was facing a situation in Shipper services that was characterized by inconsistent reporting, manual escalation processes and infrequent and often unrecorded business user feedback. This was resulting in a large number of outstanding service calls, lack of proactive monitoring and high production incidents leading to huge liability payments by National Grid. As a regulated company, National Grid is mandated by law to maintain high service levels for its customers while simultaneously reducing costs. |
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| The solution |
| National Grid adopted an offshore development center model for maintaining and supporting its shipper services systems as well as other parts of its diverse business application portfolio. Applying its Knowledge Acquisition Process (KAP) Wipro assigned a dedicated on-site team to begin learning the National Grid applications and gradually transitioning the same over a period of 6 to 8 months. Wipro has now taken over the maintenance and support for a majority of National Grid’s business processes and delivers 24 x 7 coverage for a range of business critical applications. This is done by adhering to stringent SLA norms and by effectively coordinating on-site and offshore resources. |
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| The benefits |
| The shipper services systems at National Grid are now characterized by well defined roles and responsibilities, clear unambiguous processes and closely coordinated on-site offshore delivery. This has resulted in a 15% to 20% year-on-year cost savings. There has been a 30% reduction in outstanding service calls resulting in greater satisfaction amongst National Grid’s customers, the shippers. |
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Case studies 
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