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A powerful and effective insight community has transformed the role of analysts and their value to the business. It connects teams, across functional siloes, and made it possible to start a pioneering Data Science team, now delivering millions of £ in benefits. Significantly there’s a huge breadth of insight, from optimising sewerage plants to service recovery, helping the company regain No:1 spot in the regulator’s all-important Service Incentive Mechanism. Projects include an early-warning weather impact system, auto-sorting emails, optimising outbound and autoidentifying 1 in 3 dissatisfied customers (up from 1 in 10). The community has grown to over 130 analysts in three years and insight capability has grown through best practice sharing, co-working on initiatives between teams and more structured development pathways.

Key Results

• Millions of £ in benefits over the next 7 years
• No:1 in OFWAT SIM tables for customer service
• Outbound dialler success rates up from 10% to 80%
• Successfully identify 1 in 3 dissatisfied customers (up from 1 in 10)
• £80k saving by removing manual planning of network sensors
• Analysis saved £300k by placing fewer sensors

First published in the 2019 Best Practice Guide