The problem
Every improvement programme the utility had run in five years had been consumed by incidents, and data fragmentation left it without reliable reporting. It needed to stabilise the estate while also building, without the build work being eaten by run-track demand.
What we did
- Ran a two-track engagement, a run track to stabilise and a build track for data
- Contractually ring-fenced the build team from run-track demand
- Consolidated fragmented data into reliable business-intelligence reporting
- Delivered from Santiago in Spanish with English for vendor escalation
Results
Incident volume and resolution times fell sharply on the run track, while the ring-fenced build team delivered the data consolidation five years of incident-driven work had never allowed. Full metrics are in the downloadable portfolio.
Figures relate to the period stated and were provided by the client. They depend on that client's starting point, so they are not a forecast for another operation.
Every improvement programme we had run in five years was eaten by incidents. Ring-fencing the build team was the only reason anything got built.
What stayed in place
The consolidated data platform and reporting layer are now the utility's decision-making backbone, and the two-track model has been retained for subsequent programmes.