Strategic Consulting undertook an analytics program to identify root causes of drinking water complaints, and to help improve the quality of their drinking water.
Benefits
- We showed that a large number of complaints follow works done by Severn Trent
- We created a methodology for better complaint attribution
- We identified which work types should be targeted for maximum reductions in complaint numbers
- KPIs were developed to help monitor improvements and thus reduce complaints
- Advice was given on better data collection to improve situational awareness and further reduce numbers of complaints
- Overall, this enabled us to identify millions of pounds in potential savings