Yorkshire Water has been constantly facing mounting pressures from population growth, climate change, aging infrastructure, and declining customer satisfaction. Legacy systems and fragmented tools slowed operations and hindered agility. To meet future demands, the organization shifted to a proactive, data-driven model that prioritized field empowerment, simplified technology, and improved customer outcomes. By streamlining triage, optimizing schedules, and enhancing user experience, they reduced repeat visits and improved service delivery. A phased migration and strong change management ensured adoption across teams. The transformation positioned Yorkshire Water to deliver resilient, efficient, and customer-focused services in a rapidly evolving environment.

• Shifted to proactive, data-driven operations for future resilience
• Improved triage to reduce repeat field visits
• Optimized scheduling and demand planning across teams
• Simplified tech stack for field and back-office users
• Enabled smoother migration and legacy system exit
• Embedded change management to drive adoption and morale