Real partnership with Scottish Water

Since 2011 Clancy has been working with Scottish Water to rehabilitate water infrastructure, lay mains, fit new meters and reduce leakage. A shared commitment to further improve the customer experience and boost site productivity is delivering results.

As a key member of Scottish Water’s Alliance Framework, Clancy’s extensive network of teams works across four disciplines: leakage, metering, connections and capital projects.

“Improving the customer journey is now a key driver for all water companies, but it’s always been very important for Scottish Water as a public-owned entity,” says Craig Ireland, senior contracts manager, Clancy.

“Our people are on the front line as brand ambassadors, so we’ve worked hard to ensure that everyone understands how they personally contribute and can enhance the customer’s experience.

“Excellent internal communication and dialogue across each discipline, as well as consistent communication with our client stakeholders at Scottish Water has been important to not only improve the customer experience for consumers and businesses but also help us to drive continuous improvement in terms of efficiency savings.

“We spend time with our teams and host workshops over breakfast to share data analysis and insight about team performance,” says Craig. Over the last year this approach has been reflected in results. Clancy has achieved customer experience scores of 92 percent for 2018/19 – a 12 percent improvement on the previous year.

A clear focus on how the company also manages its team resources has also helped support Scottish Water with both tackling network leakage and mains laying projects.

“As part of a combined effort to support Scottish Water’s Leakage Recovery Plan in 2018, we quickly deployed teams and resources to find and fix leakage problems. We helped to bolster the client team and this has led to us securing more leakage work in the Nith area” adds Craig.

The ability to mobilise and get resources on the ground has also helped the utility to cut capital project timescales. This year, Clancy also delivered a significant mains laying project to upgrade the water network in Fenwick, East Ayrshire. Approximately 1.7 miles of pipework was installed as part of a project which was completed within a six-week period – a shorter timescale than many projects of this scale.