WATERCARE SERVICES
182 interaction ; that our people have the right tools , best processes and are empowered to do their jobs ; and that they are able to make insight-informed and fact-based decisions with confidence .” Through streamlining processes and improving staff skills and attitudes in working with data , Watercare is now able to use its insights to make informed decisions that are more predictive than reactive and ultimately improve customer experience .
In terms of technology , the transformation has involved the successful replacement of the customer , billing , and financial systems ; an automated marketing solution for internal and external communications teams ; a new enterprise asset management system for the operations side of the business ; and a planning and insights solution for analysing population and growth data to see where Auckland ’ s major growth is occurring while assessing how to best respond . With the help of specialist partners , robotic process automation ( RPA ) technology has been implemented across key business processes , helping Watercare ’ s people to use and see benefits from integrated technology .
MARCH 2020