The Solution

UUGC are now able to track all customer enquiries from the initial phone call requesting an estimate through to the physical completion of the work on site.  Once the work has been completed information is forwarded on to NGN’s GIS and Asset Management systems.

For the first two years of the systems use, UUGC were supported by both Vertex and AMT-SYBEX, however after a review of service delivery UUGC decided that AMT-SYBEX were better placed to offer a more complete and comprehensive support contract to assist UUGC in the use and exploitation of the Ellipse system. AMT-SYBEX has provided both tactical and strategic application support to enable UUGC to review its business processes which ultimately allowed UUGC to work more effectively and efficiently. As a result of the level of service provided by AMT-SYBEX, UUGC has committed to a five year contract period for both 2nd and 3rd line business and application support.

The Benefits

AMT-SYBEX’ ‘Know How’ and knowledge of the utility industry combined with our commitment to our clients’ needs, enables us to form great relationships with our clients. We believe in one to one support delivered by our key consultants.

‘It is one of collaboration, as the relationship matures with AMT-SYBEX being the prime service provider; the more U.U. Gas Connections can understand the possibilities for system improvements based upon the knowledge and experience AMT-SYBEX has with other utility businesses...... With the help of AMT-SYBEX we completely redefined our approach to managing our regulatory reporting performance into a full jeopardy system and now operate a RAG dashboard which allows for full drill down to individual jobs.’
Steven Bradwell, General Manager, United Utilities Gas Connections. 


Evolution

In 2009, following a review of the end to end process and investigating ways to improve the customer experience, UUGC looked to extend the functionality of the system to include scheduling of site works. AMT-SYBEX were once again able to offer an off the shelf solution and in September went live with a fully integrated solution which allows for customer appointments to be offered up to ten days sooner.