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Wales and West Utilities: Developing a leading business intelligence capability to improve performance

Wales and West Utilities (WWU) delivers gas via its network of 35,000km of pipes to 2.5 million homes and businesses in Wales and the South West of England. As a monopoly, they have to achieve the challenging regulatory targets on improving customer satisfaction, increasing cost efficiency and reducing the time it takes to carry out repairs. This means it is vital that its senior leaders continuously review performance across the organisation.

To help maximise the effectiveness of these reviews and ensure they have timely access to performance data, WWU’s executive team asked PA to work with them to build a leading business intelligence tool. This would analyse and interpret their operational data to help drive up business performance.

Working together with WWU, we designed a series of prototype dashboards to monitor key performance indicators. These included customer satisfaction, response times, complaints resolution and field force productivity. We then helped the company to select the right data visualisation tool and gather requirements and feedback from all stakeholders which was used to develop the dashboards.

As a result of our work, WWU now have dashboards that provide senior leaders with the right data at the right time. This means they understand precisely where they need to focus to meet critical regulatory targets, and customer and shareholder expectations. Equally, the whole workforce now has the clear reliable information they need to understand their own performance. WWU’s dashboard has also now been recognised as demonstrating industry best practice in this area.

“PA brought pure expertise particularly around business intelligence, expertise of the tools that are on the market, expertise of how to build effective dashboards that really help our business to manage itself better…. Having developers who had done this previously made a massive difference to us.” Sarah Williams 

To learn more about PA's work in this area or to speak to one of our experts in this industry, please  contact us now.

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