Overview panel: Customer: Scottish Water Industry: Energy and utilities Challenge: Scottish Water wanted to transform the capability of its field force operations to deliver great customer service while protecting Scotland’s precious water environment by improving the condition and performance of key infrastructure. Solution: The water management company partnered with Capgemini to perform an end-to-end reimagining and redesign of the entire field force lifecycle, systems, and processes in the form of the SWIFT programme. Results: • First-time fix rates improved from 49% to 62% • £430,000-£540,000 annual savings in operating expenses • 7-10% reduction in contractual overtime • 13% drop in carbon emissions • 13% improvement in asset maintenance efficiency Every day, Scottish

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