Customer Solutions Centre in line for national partnership award

A new Customer Solutions Centre, which defines a radical new way for Lanes Group and Thames Water to work together to enhance customer service, has been shortlisted for a Water Industry Achievement Award.

The Customer Solutions Centre (CSC) is a finalist in the Partnership Initiative category of the national awards.

The CSC, in Slough, Berkshire, is the new operational hub of the maintenance service for Thames Water’s 15m wastewater customers, and is jointly run by Lanes Group and Thames Water personnel.

Lanes Group Director Andy Brierley said: “We’re very excited that this revolutionary model for delivering wastewater network maintenance services has been recognised in this way.

“The CSC is a perfect example of partnership working on a major scale, in terms of the distance our teams have come in learning how to work together, and the huge benefits for Thames Water’s customers.”

Mark Grimshaw, Thames Water’s Head of Wastewater Networks (North London), said: “Integrating two company cultures in this way can present risks. But everyone has understood the vision, and is helping make it a reality.

“Early feedback from customers, the most important people, has been very positive.  Already, we’re creating a really collaborative and sustainable environment.”

The CSC, which opened in 2016, brings together wastewater planners, schedulers, and customer service champions from Lanes Group and Thames Water under one roof for the first time.

This has allowed the creation of a streamlined structure, supported by clever digital technology, which communicating with customers, speeds up response times, and delivers a more joined-up service.

Instead of Lanes and Thames Water counterparts communicating via email and phone, they can talk around desks face-to-face, and call quick meetings, to make instant decisions for the benefit of customers.

The opening of the CSC has contributed to a significant increase in customer satisfaction scores, and a major reduction in written customer complaints.

It has also contributed to improved productivity, with Lanes wastewater engineers completing more than 1,000 jobs per day, including drain and sewer unblocking, CCTV drainage surveys, sewer lining, and pipe replacement.

The CSC also creates a world class place to work, supported by advanced digital technology, that underpins a determination to employ the most capable people to deliver wastewater services across London and the Thames Valley.

It combines the agility, dynamism and determination of Lanes Group, driving the project forward at speed with Thames Water’s unrivalled experience, expertise and enthusiasm for services that deliver customer maximum value.

Andy Brierley said: “The CSC has been a success because of the hard work of our whole team, in the CSC and out in the field. What’s really exciting is that we’ve only started to explore what’s possible.”

The Water Industry Achievement Awards are organised by WET News and Water & Wastewater Treatment magazine. They are designed to recognised outstanding innovation in the water industry.

Winners in 12 categories will be announced at an award ceremony on May 23 at The Vox in Birmingham.

 

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