South West Water
Turning service provision into service excellence.
About
South West Water provides drinking water and waste water services across the south west.
About this partnership
Since water industry privatisation, South West Water’s priorities focussed on improving infrastructure to ensure service provision. However, despite the monopoly, growth in consumer expectation due to disruptors in the wider utility industry meant systems needed to be updated and online experience improved, fast. To achieve this shift, we carried out focussed research creating a clear roadmap and are now delivering significant improvements to digital service and technical solution design.
“The unique way in which the water industry is regulated means customer experience metrics are central to demonstrating the effectiveness of all of our digital projects. As a strategic partner, I know that true understand those nuances and can help us to measure the impact of the work we do together”
Rich Jenner, Head of Web and Digital Engagement , Pennon Group
