The challenge

Our customer, a leading water utility company, was seeking to re-define its future operating strategy in the face of potential market reforms and to drive enhanced customer service and improved operational efficiency. Following a business strategy review, they launched the Wholesale Transformation Programme, covering Water, Wastewater and Energy; with strategic platform implementation for the Asset Optimisation, Work Optimisation, Integrated Control Centre and Data Optimisation areas.

The Approach

Project One was engaged to lead the business transformation. We defined the change portfolio and mobilised the change programmes, at the same time as managing the high-level organisation changes to prepare the whole company for a new operating model based on key business processes. Alongside this, we partnered with the Head of Strategy and the CEO to shape and obtain Board approval of a new business operating strategy, target operating model, and delivery roadmap for the programme.

To support the organisation with the on-going change management expertise required, we established a business change capability function, developed the operating model, provided project sponsorship coaching sessions for business leaders, and supported the recruitment of skilled project resources. We also set up the transformation programme PMO and the integrated change delivery plan across the Wholesale business and established transformation governance and control for each of the Change Boards. In addition, the customer requested we support the strategic programmes portfolio taking responsibility for the delivery of key programmes including the Integrated Control Centre, Strategic Telemetry System and Enterprise Asset Management projects.

The Outcome

The business outcomes achieved included a reduced expenditure on asset repair and maintenance, improved planning of clean water production processes, the generation of renewable energy from wastewater treatment plants and optimised work schedules for the field teams. We also uplifted the internal change capability and, at the right time, progressively handed over roles to the internal team.

“We have been on a rapid journey to build change capability over the last 12 months. Project One has provided the right emphasis between support and challenge, and  helped us to develop our capability and become more self-sufficient.”

Louise Beardmore, Head of Organisational Development and Business Change

POSTED BY: Sean Ellis - Consulting Director

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