validus management consultancy UK

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