COMMUNITY PORTAL
CLIENT PORTAL
ASSET MANAGEMENT PORTAL
“The introduction of ‘intouch’ takes our in-house engineering and digital technology expertise to the interface with utility customers, which will be of critical importance for water companies in hitting their regulatory targets in AMP7” James Stonor CEO
around leakage targets. In collaboration with Northumbrian Water, a new feature within Community Portal was launched and their customers are now able to report leaks online. Customers can also follow the progress of the repair works related to any leaks that have been reported. Linzie Pentleton, Asset Investment Programme Manager - NWG said, “The community portal is an excellent way to communicate with customers ensuring they all get the same message at the same time, the portals ease of use makes communicating with the project team and customers more efficient in delivering excellent customer service getting it right first time every time.”
led to the creation of ITS Stonbury, a small company with a team
Making a digital d ifference
of experienced developers, dedicated to creating solutions for
Digital technology is a fast-moving world and ITS Stonbury is
companies within the water and construction industry.
certainly not standing still. Another development in the pipeline
Community portal The development of the customer facing portal ‘intouch’ for
is Stonbury World, an internal management system that brings together all business areas to increase project management across the company.
NWG became known as ‘Community Portal’, which is featured on the Essex & Suffolk and Northumbrian Water website.
The bespoke software will include functions for the management
Developed in collaboration with Northumbrian Water and
of all aspects of the business including records for human
another first for the water industry, ‘intouch’ enables water
resources, clients, projects, sites, assets and equipment. It
companies to share project information and progress with
will also include the Stonbury World App which replaces their
their customers and local communities.
electronic site files system – eSite. This will be a cloud service
Affected residents, business owners and commuters all have easy access to the project information along with real-time diary updates for the progress of the works and a schedule of expected completion dates. Water companies are also able to notify customers of any potential disruptions. Customer contact
that stores details, including health and safety records ready for download as required. As with all ITS Stonbury software, security is of the utmost importance and the usual security processes for encrypted data in cloud software are in place, with additional access control and permissions, where required.
centres and social media managers can quickly divert enquiries
James Stonor said, “Through the commercialisation of
to the portal, where any questions or concerns can be posted
‘inprogress’ and eSite we are using over a decade of experience in
using the comments function. For those who may be affected
digital site management to benefit utilities and other engineering
by site works, the portal allows customers to follow and engage
companies. Modern cloud-based systems make firms still using
in project progress. Many other benefits can be seen from the use of Community Portal, including substantial cost savings for
only paper-based site files old fashioned in the digital era.”
the water company. It also allows utilities to be proactive, which
“The introduction of ‘intouch’ takes our in-house engineering and
consequently drives up customer satisfaction, whilst rapidly
digital technology expertise to the interface with utility customers,
reducing both the time spent on each enquiry and the multiple
which will be of critical importance for water companies in hitting
contacts that expose utilities to regulatory penalties.
their regulatory targets in AMP7. These are exciting developments,
With PR19 being next in line to create challenges within the industry, ITS and Northumbrian Water Group are continually
not only for ITS Stonbury, but for the whole water industry.” If you think your company would benefit from these technologies,
developing solutions within the Community Portal, to not only
you can contact the ITS Team on info@itsstonbury.co.uk or visit
improve customer experience, but to also address the issue
their website on www.itsstonbury.co.uk.