Customer Solutions Centre wins national partnership award

The Customer Solutions Centre, created by Lanes Group and Thames Water to work together to deliver excellent customer service for wastewater customers, has won a Water Industry Achievement Award.

The Customer Solutions Centre (CSC) won the Partnership Initiative category of the national awards, which were presented last night (Tuesday 23 May 2017) at The Vox in Birmingham.

The Water Industry Achievement Awards, organised by WET News and Water & Wastewater Treatment magazine, recognise outstanding innovation in the water industry.

The CSC, in Slough, Berkshire, is the 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: “It is fantastic that the dedicated team of Thames Water and Lanes Group personnel has won a Water Industry Achievement Award.

“This is recognition for everyone in our team, because the CSC is designed to bring together field engineers and support staff in a revolutionary way. The partnership is more than a building, it’s a whole new way of working.”

Tess Fayers, head of programme delivery at Thames Water, said: “It’s brilliant the combined Thames Water and Lanes Group team have been recognised for the partnership we’ve created.

“We’ve come such a long way on our transformational journey, bringing disparate teams together to deliver solutions for our customers in one state-of-the-art centre and now working together to further improve the experience we provide.”

The CSC combines the most efficient and effective way to develop a partnership approach to service delivery, with innovations in digital technology and training.

It creates a seamless approach to delivering customer service, that drives up measurable customer satisfaction, while making the operation safer, more productive, and cost-effective.

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

Since the CSC opened, customer satisfaction scores have increased significantly, and the number of written customer complaints about service has fallen.

The CSC also creates a world class place to work that underpins a determination to attract the most capable people to deliver wastewater services across London and the Thames Valley.

Lanes wastewater engineers complete more than 1,100 jobs a day on behalf of Thames Water, including drain and sewer unblocking, CCTV drainage surveys, sewer lining, and pipe replacement.

 

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