180 jobs will be created in a new customer contact centre for Water Service.
The centre which will be based in Belfast will improve customer service, ensure quicker response times and handle all billing and account queries for the utility's 760,000 customers.
The centre will be established and managed by the outsourcing and technology company Xansa, following the announcement that Crystal Alliance, the consortium of Xansa and its partners, Echo Managed Services and AMT-Sybex Ltd, have been awarded the seven year contract starting in January 2006.
In addition to creating 180 additional jobs on top of the 70 staff currently employed in billing and enquiry services within the Water Service, the contract sets rigorous performance targets which will ensure industry leading standards of service.
Katharine Bryan, Chief Executive of Northern Ireland Water Service said: "The Xansa-led consortium has a wealth of experience in the utilities marketplace. Xansa's technology and experience will directly benefit our customers, through a faster response to call outs and a seven day a week locally answered customer service line which will greatly enhance our capabilities and the service we deliver to our customers.
"In addition to replacing current non-domestic billing and customer enquiry systems, the new service will also be capable of delivering domestic bills under the proposed charging arrangements when the Water Service becomes a Government owned company in April 2007. The cost savings made by out-sourcing this sector of our business will be re-invested in upgrading the water infrastructure in Northern Ireland to the benefit of all our customers."
Water Service customers can expect a fast local response to their enquiries. Calls will be logged centrally and will be communicated to Water Service field staff directly, ensuring faults are diagnosed quickly and acted upon. Overall, consumers will experience a continuous improvement in the standards of service provided.
Commenting on the announcement Alistair Cox, Chief Executive, Xansa said:
"I am delighted that Xansa and its consortium partners have been selected to supply the customer management services which are such a vital element within the Government's Water Reform strategy. By locating the customer contact centre in Belfast, we'll be tapping into a highly skilled and committed workforce that I'm sure will deliver an exceptional service to customers in NI.
"Throughout the tendering process we've built an excellent relationship with NI Water Service. The professional manner in which they approach business is mirrored by our own and I look forward to building the relationship further over the coming years. This contract, the largest we have signed in the utilities arena, is a great endorsement of our strengths in integrating IT and business process outsourcing and in our capacity to manage and lead the consortium."
NOTES TO EDITORS:
The Customer Billing Contacts Project was established to replace existing non-domestic billing/customer relations systems and meet the additional domestic billing requirements under the proposals for new water charging arrangements from April 2007. Award of this contract will transform a number of current customer service processes and will see the introduction of:
- Modern, utility standard, billing and customer relations services
- A modern centralised Customer Relations Centre which will provide a fast, efficient 24/7 service to customers
- A new operational work management system which will ensure that customer calls are communicated quickly to Water service field staff, faults diagnosed quickly and efficient responses relayed back to customers.
Xansa
Xansa is an outsourcing and technology company. Committed to delivering guaranteed business outcomes through a combination of technology and process expertise, Xansa gives its clients the freedom to do more with their business. Strong relationships, commercial innovation and an integrated Indian delivery capability ensure that Xansa drives real and long-term cost reductions, performance improvements and new ways of working tailored to each client. The services Xansa provides are Business and Technology Consulting, IT Implementation, IT Outsourcing and Business Process Outsourcing. Head-quartered in Reading, Berkshire, Xansa is listed on the London Stock Exchange (LSE: XAN) and has over 6800 people in the UK and India.
Echo
Echo is a total customer contact management organisation, currently serving the needs of over 2 million customers. Recognising that every customer is unique, Echo adopts a multi-channel approach, meaning the right people are contacted in the right way, be it through voice, email, online or SMS.
AMT Sybex
AMT-SYBEX is a consultancy and systems integrator focussed on enabling essential industries. The company provides the best tools and advice on business performance and change, delivered by the most committed people. Since 1990, AMT-SYBEX has developed a record of strong, consistent achievement. They deliver solutions in Asset Management, Service Provision, Customer and Information Support. They have successful partnerships with a majority of the leading utility, transport and energy retail companies including National Grid Transco, United Utilities, Transport for London, Network Rail, Scottish Power, ESB, Centrica, Scottish and Southern Energy, Powergen, EDF Energy, Metronet, South West Water, and Veolia.
