December | 2020
Client
Water and wastewater utility serving millions of customers
Business objectives
As part of UK government efforts to boost the housing market, the water regulator (OFWAT) introduced a new regulation that incentivizes the Water Utilities to improve the services they provide to the building developer Community. The objective is to attune to the needs of the real estate industry, to support the growth of the population and the overall needs of the economy. Popularly known as D-MEX (Developer Services Measure of Experience), this regulatory reform incentivizes water companies to achieve improved customer satisfaction. As one of the largest water companies in the country, the client experienced challenges in sharing the D-MeX data with OFWAT, as it was scattered across corporate systems and not always available in an extractable format. The key objectives of this program therefore included:
How Wipro delivered client success
Wipro helped the client build a fully automated data analytics platform hosted on Microsoft Azure cloud, and integrated with the existing IT landscape. This provided the client with centralized access to all the data required by OFWAT and the capability to generate an automated report for submission. The key solution features include:
The impact
Energy and Utility companies rely on their ETRM applications 24x7. With changes in the business, competitive and regulatory environments, ETRM application users have begun to demand, on average, three to six monthly enhancements.
The need for Energy Trading and Risk Management (ETRM) applications has seen immense growth throughout the IT boom. Initially these applications were very rudimentary, handling physical commodity deal capture and limited in terms of lack of mid and back ofce processing capabilities.
A Water Utility customer service unit deals with two types of customer enquiries and service requests. The first type relates to the retail side of business, covering billing, charges, metering and typically involve revenue and payment matters
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