Thames Water has awarded a human resources consultancy contract as part of its efforts to bring about a step change in its approach to customers.

Thames Water is seeking to undertake a staff culture change within the organisation under a project called ‘Customer Immersion - Here for Customers’.

Thames Water said the change programme would bring to life the Thames Water brand, the voice of the customer and improvement of interaction with customers whom Thames Water provide services to.

The culture change programme is intended to immerse both the water company’s staff and partners into new ways of working and develop behavioural change.

Thames Water has appointed specialist organisation Surrey- based Capita Business Services Ltd, which trades under the name of Blue Sky Performance Improvement to both design and implement the programme.

The contract, which is worth up to £1 million, is for an initial period of 3 years, with options to extend annually up to a maximum overall term of 5 years.