We boosted the reliability and performance of our billing system, which – in a major project – was successfully transferred on time and on budget to our data centres. The improved performance and reduction in maintenance means we can support our customers more efficiently.

We also increased the resilience of our debt management system, Tallyman, by introducing the ability to carry out a full disaster recovery.

Our computer system the Business Application Suite, which supports the work of our human resources team, successfully underwent a disaster recovery drill and 15 other systems critical to our operations were also tested.

Our metering programme was supported by the introduction of new systems to issue work on the ground and equipment and systems to read meters and send the readings to our billing system.

We improved records of our sewer networks to help us track pollution and flooding incidents more effectively and new 3G laptops were introduced to help staff work more efficiently and increase security and back-up technology.

We also won a Business Process Outsourcing Award for Use of Technology for Operational Excellence for outsourcing business processes in India.