Thames Water serve 15 million customers across London and the Thames Valley by managing its water resources and provide clean and safe drinking water to its residents.
Groundwork delivers Thames Water's Smarter Home Visit (SHV) programe across London and Thames Valley - the single largest water efficiency initiative in the water sector. The key feature of the programme is the home visit, where a SHV Advisor offers an in-home personalised water audit and savings plan and the retrofitting of water saving devices. On average 300 visits are made across London and Thames Valley per day (totalling around 60,000 visits during 2016-17). When leaks are found, Groundwork's dedicated plumbing team offers internal leak fixes as part of the programme. Apart from the SHV programme for households, there is also a Smarter Business Visit that helps businesses and other institutions book a visit with a plumber who can fix leaks, convert toilets and install water-saving devices. On average it is estimated than a business could save an £800 on their annual running costs and reduce water consumption by 1000 litres per day through these interventions.
Groundwork manage these programmes through two dedicated Zoho Creator applications, created by the GDS team, which allows over 60 SHV advisors, plumbers and office staff working from the field as well as offices to access the database in real-time. Programme Managers monitor the programme delivery through Zoho Report dashboards and an online map. This complete solution help Groundwork and Thames Water to manage the programmes efficiently and economically and invest more into expanding the activities to more residential and business customers.
To help Thames Water deliver better and more targeted services it was important to have a better understanding of the Boroughs in which they engage with customers. For this they partnered with Groundwork GDS to construct a series of Borough profiles of relevant demograpghic information. These Borough profiles along with engagement data help Thames Water understand how these demographics may or may not impact the success of customer engagement and drive their water efficiency programme.
One of the project image maps of Bexley Borough can be found here.
Managing water supplies in a rapidly growing city has become an essential business activity for Thames Water. Thames Water has since decided to use compulsory metering as a tool to achieve a more sustainable management of water supplies. Groundwork have entered a long-term contract with Thames Water to provide free Smarter Home Visits (SHV) to install these water saving devices, with Groundwork GDS stroing, processing and maintaining customer and SHV data as well as creating daily, weekly and monthly statistical reports.
Since launching in Bexley, Groundwork GDS now maintains Thames Water customer data spanning 5 boroughs providing framework for customers to book and manage appointments, as well collecting and reporting on data collected through the SHV. This is achieved through the development of a booking system which works in tandem with iForm Builder – used to create surveys for SHVs. An internal database has been developed to house data from both these sources and create interactive dashboards providing real-time summary data.
The programme aims to deliver 900,000 new smart meters across London by 2020, and it will be the responsibility of Groundwork GDS to continually develop efficient systems to cope with the data provided and the demand for our resources allowing Thames Water customers to benefit from reduced water bills and a more consistent water supply in the coming years.
Groundwork GDS is part of Groundwork London