Capgemini helps Scottish Water optimise applications performance, reduce costs, and improve time to value

Overview

Client: Scottish Water

Region: UK

Industry: Energy & Utilities

Client Challenge:

Before embarking on its digital transformation journey, Scottish Water first needed to optimise and improve the performance of the 150 applications in the estate.

Solution:

In supporting Scottish Water with its vision to digitise the business, Capgemini helped optimise the applications estate and focused on working with the organisation to implement a host of transformational projects. These included automation and machine learning offerings through the service desk with automated monitoring and client-contact solutions, along with RPA-based tools for incident prevention and remediation.

Benefits:

• Projected reduction in total cost of ownership of over 53%
• Reduced open ticket run rate from approximately 300 to 50 and delivered 450 system/application enhancements
• Reduced servicing time for customer inspection requests from an average of five days to just four hours
• Increased Customer Satisfaction ratings from 70% to 90%

Getting the basics right

Over the last decade and a half, many companies have fallen into the trap of spending huge amounts on new technologies without optimising existing application landscapes or working out a complete transformational roadmap beforehand. More often than not, this has led to lacklustre results as opposed to the realisation of an innovative vision. Proper ADM service delivery can make this process far easier by laying the groundwork for a comprehensive digital transformation and significantly reducing application total cost of ownership (TCO), optimising performance, and aligning technologies to the organisation’s business and IT goals.

Scottish Water is one of the largest water services providers in the UK and it was looking to get the most out its own digital transformation journey with a partner who could help optimise its application estate of more than 150 applications. The utility reached out to Capgemini for the provision of infrastructure management services, as well as ongoing maintenance and development of the company’s application estate. This covered core enterprise platforms in Oracle, Microsoft Dynamics, Azure, Workday, and Esri, along with technologies such as Open Enterprise and Iconics.

“The breadth and depth of Capgemini’s support with first-line services through to complex third-line application investigations has introduced stability and high levels of availability across our digital estate. In turn, this is allowing us to mature and leverage our technology investments for the business processes that we have digitally enabled.”

Tom Porteous
Head of Digital Services & Security at Scottish Water