Utilities Case Study

Metering Operations Group

Separation of complex organisational relationships...

For regulatory compliance

The Metering Operations Group within a major Electricity & Gas utility

Following the ESI regulator's review, the separation of the company's Distribution business from its Supply business raised serious compliance questions within the organisations Metering Operations Group activities
Integrated IT systems needed to be reviewed for compliance
Business processes within the Metering Operations Group currently fragmented, poorly defined with varying levels of knowledge and lack of consistency amongst staff
Review to be carried out against a background of 'political sensitivities' amongst the individual constituent businesses
Review to be carried out quickly and in detail in order to meet demanding deadlines agreed with the regulator

Conducted series of interviews including representatives from all the constituent businesses affected
Constructed full scale, detailed process maps of current business processes covering: Recertification, Customer Contact, Call Centre Activity, Despatcher Unit, Pre-Payment Meters, Safety Fault Information Centre, New Connections, Depot Activity, Deprogramming
Reviewed and critiqued current processes
Developed the structure for the second phase of work, re-engineering and project planning
Established Project Board and individual re-engineering teams with full terms of reference and objectives
Facilitated a programme of 30 re-engineering workshops within a two week period to generate agreed and compliant process solutions
Developed detailed and integrated implementation plans encompassing both IT development as well as process implementation

Widespread compliance and process efficiency issues identified and agreed
Co-ordinated 'whole business' approach to re-engineering the solution.
Developed improved working relationships amongst constituent businesses through common understanding and approach
Reduced 'wasted effort' by eliminating work which is not part of the integrated solution
Developed improved and compliant processes
Recommendations for replacement of IT systems accepted and pursued
Implementation programme established and running