Scottish Water’s digital transformation

Data, information, analysis, digital applications and processes are critical to how Scottish Water delivers 1.35 billion litres of water a day and treats 945 million litres of waste water.

On 30 April 2018, Scottish Water announced a new strategic digital partnership which would place technology and innovation at the heart of Scotland’s water supply and waste water management.

At that time, Paul Margetts, Managing Director of the UK Business Unit of Capgemini, said: “Scottish Water and Capgemini have been working successfully together since 2008 and we’re delighted to now have the opportunity to help maximise the value of IT to transform Scottish Water into a digitally-enabled organisation where customers, employees and assets are seamlessly and effortlessly connected.”

“We will draw upon our global expertise in the energy and utilities sector to help transform their business through the adoption of next generation digital technologies; from a market-leading intelligent service centre to enhance the experience for employees to innovative and agile delivery models, cloud and automation services to improve the speed and quality of delivery.”

“We look forward to continue bringing business value and collaborating on a truly connected customer journey and key programmes to meet Scottish Water’s vision to be their customers most trusted service provider.”

Read the full announcement.

Since then, Scottish Water won the Best Small Scale Digital Application category at the Public Sector Paperless Awards 2019 for an app which cuts the inspection request time to connect customers to the water network from five days to four hours. The hi-tech mobile process, created by Scottish Water and its digital partner Capgemini, means developers no longer face time consuming delays for on-site inspections to provide connections for their customers. Read more about this project.

Scottish Water began its transformation by creating a strategy that established four key objectives: differentiating the customer experience, keeping customer prices low, ensuring that its assets and services would be resilient, reliable, and secure, and supporting the Scottish economy – to find out more, read a blog post about their journey or listen to a podcast in which John Cairney, Head of Strategy and Architecture at Scottish Water and Paul Haggerty, Head of Water sector at Capgemini UK, discuss the role of automation in Scottish Water’s digital transformation journey.