Thames Water Awards Case Study 2012: Transforming the contribution of planning

Transforming the contribution of planning

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Learn from a team that put planning and performance at the heart of customer service and delivered a record-breaking performance for Thames Water in 2011.

The planning and performance team set out a vision to transform the role of planning as part of changes that followed a new measuring process from regulator Ofwat – focused on customer satisfaction rather than speed of response. Back and front office operations are now blended and backlogs have been cut by 30%. Far greater emphasis is placed on customer experience, with new technology and double the coaching time for agents. Complaints are down 15%, quality scores up 24% and service levels have doubled year-on-year. The pace of change has been exceptional, performance is visible down to the front line and good relationships with training, HR and quality have embedded planning in wider business.

Site Visit on 18th September in Swindon

 10:00 Arrivals and Welcome – Tea and Coffee
 10:15 Project overview focussing on key results and the background and catalyst for this Innovation
 11:00 Brief site tour
 11:15 Breakout groups rotating through each of the session:-
  1. Listening to calls and hear briefly how training and planning work together
  2. Get an overview of our Complaints team, and how the Planning Team are supporting their improvements.
  3. Meet the people who deliver agent performance reporting, understand their passion for delivering reports that will make the customers life that little bit better.
 12:45 Networking Lunch
 13:30 Southern England Local Networking Group discussing further the Thames Water Innovation and how this could improve the delegates organisations
 16:00 Final Q&A plus next steps

  • Quality scores up by 24%
  • Back office backlogs down 30%
  • Improved ASA time to 85% within 30 seconds
  • 78% of agents felt the planning and performance team had placed more focus on the customer experience statement in 2011
Take a look at these articles, videos and links
2012 Conference Report: Planning Improvement
2012 Winners & Case Studies
Planning Structures
See the latest articles on Back Office Planning
See the latest articles on Forecasting
See the latest articles on Real Time and Tactical Planning


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