PROBLEM

As part of the Auckland Super City initiative, legislation was passed to make Watercare the sole provider of water and wastewater services across all of Auckland. This meant consolidating Watercare and seven other retail network operators distributed across Auckland to one company.

Watercare needed to establish new business departments, processes and systems to manage the activities of previous local network operators, so that levels of service to customers and contractors could be maintained in line with their expectations.

SOLUTION

Davanti responded by assembling a team aligned to key project streams across Watercare’s consolidation programme of work. Our consultants swiftly and seamlessly integrated into Watercare’s business, providing leadership and support from initial requirements gathering and strategy, right through to final solution delivery.

Davanti worked with their executive team to develop an implementation plan and provide the implementation resources right across the programme of change. We led the design and implementation for the new systems which support billing and collection to more than 430,00 customers; migrated their IT environment to support an organisation that was doubling in size, managing an additional two million assets; and developed new processes for their brand new contact centre.

RESULT

Ultimately, through our attention to detail and commitment to customer success, Davanti assisted Watercare to deliver a quality outcome so that levels of service to customer were maintained during the transition.

“Davanti has made a significant contribution to the creation of the new Watercare business. They’ve brought professionalism, a can-do attitude and demonstrated commitment as part of our team to ensure this programme’s success.” – Chief Information Officer, Watercare