| 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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