Northern Ireland Water (NI Water) has awarded a contract for digital services for a digital transformation programme which is focused on enhanced service delivery worth an estimated £7.5 million.
NI Water has already developed some strong digital capabilities - currently the company provides a portal which enables its customers to access a number of offerings on a self-service basis.
However, the water company is looking to deliver services designed around customers which will satisfy what are described as “demanding contemporary expectations.” The utility has recognised that customers’ expectations are increasing as they compare services with services in other utilities and in other sectors.
According to NI Water, customers now expect to be engaged digitally, to self-serve online and receive a consistent service across channels and devices. The firm recently carried out a discovery exercise which involved detailed engagement with both customers and employees which had generated a wealth of material around rising customer expectations.
The initial contract period runs for 4 years with three further annual extension options.
The contract has been awarded to Belfast-based firm Codec-DSS Ltd, one of 17 companies in the bidding for the contract.
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