ICONICS Case Studies Customer Success Story: Scottish Water

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	Customer Success Story: Scottish Water ICONICS

Customer Success Story: Scottish Water

ICONICS

Technology Category	Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries	Utilities
Applicable Functions	Logistics & Transportation Maintenance
Use Cases	Predictive Maintenance Real-Time Location System (RTLS) Water Utility Management
Services	Software Design & Engineering Services System Integration
Challenge	Scottish Water had a vision to establish an Intelligent Control Centre (ICC) that would allow them to respond in a timely and effective manner to emerging business events to minimise risk and impact on both the customer and Scottish Water. They wanted a solution that would revolutionize the way in which they could understand business events and ensure effective response arrangements for many years to come. The key aims of the ICC were to improve the speed of identification of various business risks that had the potential to impact on the service to their customers, ensure they had the capability to link various sources of business intelligence including telemetry, customer, weather and workflow activity data, etc. to support the early identification and response to, business events and having a system that was flexible enough to both develop and enhance in house to meet future business needs. Read More
About Customer	Scottish Water provides clean, safe and high quality drinking water to 2.5 million households and 156,000 business premises across Scotland. Every day, they provide 1.35 billion litres of clear, fresh drinking water and take away 945 million litres of waste water, which they treat before returning to the environment. In 2010, Scottish Water established an Intelligent Control Centre (ICC) to serve as their central hub for all their operational activities across Scotland. The vision was that the ICC would allow Scottish Water to respond in a timely and effective manner to emerging business events to minimise risk and impact on both the customer and Scottish Water. Read More
Solution	Scottish Water engaged with ICONICS with the goal of building a solution that would revolutionize the way in which they could understand business events and ensure effective response arrangements for many years to come. They applied an “Internet of Things meets Big Data” approach, the ICC Team devised a data-driven software solution based upon ICONICS GENESIS64™ software that supports Scottish Water on its journey to becoming a trusted and leading organisation in Scotland. Scottish Water is now in a better position to understand its data and respond effectively to customer service events throughout the country. The system intelligently combines and displays telemetry, customer contacts, weather data, fleet and work management into a single integrated view, combining thousands of events and monitoring hundreds of thousands of data points per week. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Utilities

Applicable Functions

Logistics & Transportation

Maintenance

Use Cases

Predictive Maintenance

Real-Time Location System (RTLS)

Water Utility Management

Services

Software Design & Engineering Services

System Integration

Challenge

Scottish Water had a vision to establish an Intelligent Control Centre (ICC) that would allow them to respond in a timely and effective manner to emerging business events to minimise risk and impact on both the customer and Scottish Water. They wanted a solution that would revolutionize the way in which they could understand business events and ensure effective response arrangements for many years to come. The key aims of the ICC were to improve the speed of identification of various business risks that had the potential to impact on the service to their customers, ensure they had the capability to link various sources of business intelligence including telemetry, customer, weather and workflow activity data, etc. to support the early identification and response to, business events and having a system that was flexible enough to both develop and enhance in house to meet future business needs.

About Customer

Scottish Water provides clean, safe and high quality drinking water to 2.5 million households and 156,000 business premises across Scotland. Every day, they provide 1.35 billion litres of clear, fresh drinking water and take away 945 million litres of waste water, which they treat before returning to the environment. In 2010, Scottish Water established an Intelligent Control Centre (ICC) to serve as their central hub for all their operational activities across Scotland. The vision was that the ICC would allow Scottish Water to respond in a timely and effective manner to emerging business events to minimise risk and impact on both the customer and Scottish Water.

Solution

Scottish Water engaged with ICONICS with the goal of building a solution that would revolutionize the way in which they could understand business events and ensure effective response arrangements for many years to come. They applied an “Internet of Things meets Big Data” approach, the ICC Team devised a data-driven software solution based upon ICONICS GENESIS64™ software that supports Scottish Water on its journey to becoming a trusted and leading organisation in Scotland. Scottish Water is now in a better position to understand its data and respond effectively to customer service events throughout the country. The system intelligently combines and displays telemetry, customer contacts, weather data, fleet and work management into a single integrated view, combining thousands of events and monitoring hundreds of thousands of data points per week.

Impact #1	The system has given the team deep insights, enabled better diagnostics, and has allowed for far more intelligent customer-focused decisions.
Impact #2	The solution has allowed Scottish Water to not only respond more quickly and more effectively to the needs of their customers, but it’s given them the ability to proactively respond to scenarios where their assets or customers may potentially have been detrimentally affected.
Impact #3	The solution has truly added value by allowing alarms to interact with customer call information geospatially, Scottish Water can use this solution to help identify the source problem of hundreds of alarms or customer calls.

Impact #1

The system has given the team deep insights, enabled better diagnostics, and has allowed for far more intelligent customer-focused decisions.

Impact #2

The solution has allowed Scottish Water to not only respond more quickly and more effectively to the needs of their customers, but it’s given them the ability to proactively respond to scenarios where their assets or customers may potentially have been detrimentally affected.

Impact #3

The solution has truly added value by allowing alarms to interact with customer call information geospatially, Scottish Water can use this solution to help identify the source problem of hundreds of alarms or customer calls.

Benefit #1	Support the delivery of operational efficiency costs (£3.8 Million).
Benefit #2	Provide the ability to proactively intervene or solve ‘interruptions to supply’ within 6 hours.

Benefit #1

Support the delivery of operational efficiency costs (£3.8 Million).

Benefit #2

Provide the ability to proactively intervene or solve ‘interruptions to supply’ within 6 hours.

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Overview

Customer Success Story: Scottish Water

Operational Impact

Quantitative Benefit