Gippsland Water: Enhancing Efficiency and Customer Experience with IoT

技术

分析与建模 - 计算机视觉软件
传感器 - 电表

适用行业

设备与机械

用例

智慧城市供水管理
泄漏与洪水监测

服务

培训

挑战

Gippsland Water 是澳大利亚维多利亚地区最大的优质水、废水和废物回收服务供应商之一，面临着满足 43 个城镇（包括七个具有全国重要性的行业）65,000 名客户需求的挑战。该公司面临的问题是如何为客户提供最好的服务，同时用更少的资源做更多的事情。最终目标是通过降低关税和降低业务成本来提高效率，同时仍保持高质量的服务。该公司还旨在消除双重处理并提高员工敬业度。面临的挑战是改变公司的工作方式、改进流程并提高效率。

关于客户

Gippsland Water 是澳大利亚维多利亚地区领先的优质水、废水和废物回收服务供应商。该公司负责满足43个城镇的65,000名客户的需求，其中包括七个具有全国重要性的行业。 Gippsland Water 致力于为客户提供最好的服务，同时努力以更少的资源做更多的事情。公司专注于提高效率、降低关税、降低成本、保持高质量服务。吉普斯兰水务公司还致力于消除双重处理并提高员工敬业度。

解决方案

Gippsland Water 使用 Nintex Promapp 作为改进工具，开始了为期三年的流程图绘制之旅。该项目首先区分核心流程、支持流程和管理流程。然后，对将所有内容联系在一起的关键流程进行优先级排序。 Nintex Promapp 使项目团队能够直观地展示整个公司的所有流程，从而轻松绘制和识别哪个业务部门负责哪个流程。流程映射工具的直观流程使团队能够透明地展示每个流程如何与吉普斯兰水务公司的愿景直接相关，即为健康的社区环境提供高效的供水和废水处理服务。该工具还与现有设置集成，无需创建新的流程和程序。该公司还将他们的培训视频纳入 Nintex Promapp。

运营影响

The operational results of Gippsland Water's process improvement project were significant. Within a year of using Nintex Promapp, the company saved AUD$250,000 in wasted costs. The process mapping tool also improved the company's interaction with property developers and people looking to buy or sell houses. In the call center, Gippsland Water now resolves 90 percent of customer calls at the first point of contact, a significant improvement from the previous rate of 60 percent. The company attributes these results to a better understanding of processes, data automation, and data cleansing. The project also served as a staff engagement tool, involving all staff and showing how their work directly affected the business and its customers. An unexpected result was the creation of stronger links throughout the organization as individuals saw how their work contributed to the overall vision.

数量效益