Page 11 - Waterlife Magazine Issue 1 2018

Facing Challenges A Spotless Service

in the Customer Keeping the Streets of Yorkshire Clean

Service Team

By Richard Kinder
In 2018, we have pooled our
attention into driving down the
levels of leakage and focus on
our 10-point plan to transform
The successful relationship between Yorkshire Water there are many innovations the way our customer service is
and Morrison Utility Services has seen the most we are working with Yorkshire delivered.
challenging and demanding year yet. The name of the Water on to enable them As a result of this, there has
game in the last nine months has been leakage, with to achieve their ambitious been a huge increase in pipe
the aim to drive down the target level to a record low. upper quartile plan for PR19. repairs on the public highway
As a result, we have seen growth and change within the This includes a 10-point plan and this has affected the
contract to support Yorkshire Water’s leakage challenge; this to revolutionise and change the cleanliness of the roads.
has meant our operational support has grown to over 1,000 strong. way customer service is delivered. We Our customers expect that
The planning, scheduling and operational functions have are 100% supportive of the plan and are all works carried out are fully
worked tirelessly to deliver the leakage basket in a timely working very closely with Yorkshire Water cleaned up once completed and
manner. Our customer services team have seen an increased to help deliver the operational front-line the lack of rainwater has not
number of customers who are impacted through greater number performance that our customers demand. assisted in any natural clean
of site excavations, site activity and traffi c management. We are re-launching the ‘WOW’ awards, up process. Therefore, the
number of jet washers and road
As a result of an initiative from Yorkshire Water to bring together where customers can recognise the sweepers has been reviewed
all the different functions on the private supply pipe repair process, service provided to them by our people and the jobs per day have
we were asked to collaborate and build a team of customer service and teams. It’s a fantastic scheme and increased. In addition we now have a road This is great for customers
and planning specialists. The aim of this new way of working was to allows us to demonstrate the great sweeper as some jobs are too and also an important initiative
manage and improve customer expectations and help deliver the service we do, share great performance We operate two jet wash big for the jet wash alone. This to address highway authority
necessary outcomes for customers throughout the summer months. across the business and learn from what facilities that clean the highways will be utilised every day to clean requirements and reduce
our customers tell us and about what seven days a week completing up the bigger jobs. Section 74 failures.
2018 will continue to be one of the most challenging years yet and customer satisfaction means to them. over 100 clean ups per week.
Social media continues to grow at a rapid rate
and we recognise the need to be ahead of
the game for this channel of communication. WSA Resolution Pod
We are developing improved processes
and systems internally, whilst working Working More Effectively Together on Collaborative Cases
with Yorkshire Water to enable speedy
responses and resolution for our customers.
This is a joint venture with Yorkshire who has made positive steps in managing and owning the WSA
Finally, we have recently carried out Water where we manage all social media Resolution Pod and associated processes.
customer service stand down sessions to queries and all escalated customer issues
all our operational staff. We started these that need resolution.
sessions at 6am; to ensure that we did not
interrupt the delivery of service. Bitesize Working together, we understand the
discussions were held around roles and customers need, ensure the planning of
responsibilities and how we could enhance the work is prioritised and also engage
the customer experience whilst attending our operational project managers to
site. The sessions were incredibly positive; get involved and drive resolution for the
individuals had some great ideas on customer.
improving the current process which the
Senior Management Team is exploring.
We are seeing some real positive benefi ts
The year ahead will continue to be from this new process and complex cases
challenging and rewarding. are getting resolved quickly.
I would like to thank everybody for their Big thanks to Kelly Haigh, Section Leader
continued contribution and support.

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