Transforming maintenance schedules and planning for engineers at Anglian Water.

Be inspired and learn from our 2018 Innovation Award Finalist

Who should attend? This case study will interest managers, planners and analysts responsible for ‘field operations’, with engineers, advisors, surveyors, loss adjusters, installers or other professionals based off-site. Take the chance to see an innovative approach to effective operating practice and learn how this was developed and how people were engaged.

Find out about Anglian Water's Innovation
Optimising maintenance plans has delivered powerful results at Anglian Water. A step change in culture has occurred which applies engineer’s knowledge and gives a voice to their frustrations. Such as excessive travel and crossing paths with fellow field technicians to complete similar jobs in the same location.

This was made possible when a new field planning analyst joined the team, who had the initiative to understand what was not working, listen to the field engineers and take their complaints and frustrations seriously, not being afraid to change what the computer system had allocated.

The first step was a pilot programme in Lincoln that cut backlogs by 45%, cut travel time and generated a significant uplift in morale. Rather than trying to smooth the schedule, a one-and-done approach, ‘blitzed’ the specific work types, in one site at a time (managing problems up stream rather than downstream). Future issues can now be prevented in a way that had not been possible when planning was piecemeal, because the right mix of skills were there with the right equipment. The success of this pilot caused other engineers and managers to be keen to be involved in the wider rollout. Crucially, local knowledge and operational best practice are now embedded in the system and form the master data, used to create more than 250 different job types, across multiple skillsets, and therefore provide structured information that can enable better scheduling in the first place. This can now be incorporated into the workforce scheduling system when the 10-year-old Click system is replaced or upgraded.

Challenging the status quo to understand what breakthroughs could be made has led to reductions in equipment need, reduced travel time, a reduced carbon footprint and a reduction in time to complete jobs. Utilising insight data to make informed decisions has also lead to new ways of working that are underpinned by a new-found respect and sense of collaboration between multiple areas of the business.  Since then, engagement has increased and improved in quality. Feedback from the technicians in the trial area is “the day flows better” and the planned work “makes more sense”. Operational FLMs are actively embracing the change and technicians in other areas are keen to do so too.

Speakers Include

Kirsty Richardson – Smoothing Project Analyst 
Kirsty has worked for Anglian Water for just over 2 years, as an In Day Scheduler and Tactical Planner within the Supply Delivery team, experiencing first hand the way work is set up in the system. Kirsty’s role in the Supply Smoothing project ranged from organising and leading workshops, managing key stakeholders and implementing system changes.

Kostas Verykokidis – Delivery Planner, Smoothing Project Lead 
Kostas has 7 years' of experience in scheduling and planning for field resource, with a 12 year background in architecture and construction. Kostas is currently a Delivery Planner for operations in Water Supply for Anglian Water, examining mid to long term strategic planning, creating process improvements and optimisation. Kostas is leading the Smoothing Project.


Matt Wilson – Delivery Planning Manager
Matt has worked with Anglian Water for 9 years in a variety of roles, mainly focussing his time around customer services within the Billing and Operational contact centres. Matt has spent the last two years working as a Delivery Planner, working with the maintenance field teams to strategically plan their medium to long term workloads. Most recently, Matt has taken a new role managing the Delivery Planning team, and is proud to be leading a talented team of individuals focussing on the wider planning strategies across Anglian Water’s processes.