Internal operational improvements for sewage works

Thames Water is regulated by the Environment Agency, which recently passed new legislation requiring the digitalisation of all sewage system data and network information. At the time, the existing system relied on paper records across more than 500 sites, with inconsistent usage and varying levels of data accuracy. This outdated approach made it increasingly difficult to meet regulatory requirements and effectively manage the network.

The project began as a 12-week pilot, a proof of concept with the potential to evolve into something bigger. From the start, we dove deep into understanding the users, shadowing them in their daily routines to uncover the pain points and identify where the app could truly make a difference in their day-to-day lives.

What set this project apart was the user-centered approach. Every feature we built was directly informed by feedback from the end users, ensuring that the product wasn’t just functional, but genuinely valuable to those who would be using it. This level of user involvement not only fostered a sense of ownership and recognition across the company, but it also made internal discussions and adoption of the platform smoother and more aligned.

As the project progressed, its impact became undeniable. The platform’s success led to nominations and awards, further validating the work we had put in and the value it brought to the product library. What started as a small, experimental project ultimately turned into a recognized achievement within the business.

It quickly became evident that maintaining the Android application as a dedicated workflow tool was essential to its success, particularly given the diverse range of user groups relying on it daily. By focusing on this core functionality, we were able to create a streamlined and efficient experience for all users.

To further enhance the platform, we introduced a multi-view dashboard outside of the Android app. This allowed different user groups to have customized views tailored to their specific needs. With real-time performance data on site maintenance and user activity, the dashboard empowered teams to quickly address any issues, ensuring smoother operations and minimizing delays. The result was a more responsive and proactive system, significantly improving both user experience and operational efficiency.

Thames Water manages both fresh and wastewater systems, and the EMS platform was designed to be versatile, capable of seamlessly integrating with either system. Building on this flexibility, Thames then directed the team to extend the platform’s capabilities to cover both freshwater and wastewater operations, ensuring a unified solution across their entire network.

The success of the EMS platform was driven by our commitment to listening to users and proactively addressing their concerns. As a result, the platform achieved an impressive 99% adoption rate among internal staff and contributed to a 40% reduction in maintenance burdens on assets. Its effectiveness didn’t go unnoticed; the Environmental Agency recommended the platform to Southern Water and Infinity Water as a potential solution, further validating its impact and value within the industry.