Business Process Outsourcing

SECTOR Utilities
FRAMEWORK TITLE Business Process Outsourcing
CONTRACT MODEL Data Processing Office Operations

Scope of Delivery

In 2014 we identified our operation was good but needed to change

We had to react to the pressures of the developing market, drive for improved business process control and need for excellence in analytics

Ensure that our operations and service were being run most effectively

After an exhaustive procurement program we partnered with EXL who had a center of excellence in Noida, India

It was essential the transformation would be carried out without slippage in service levels or quality to our clients and other stakeholders

Key Aspects of Delivery

Managed program carefully with key clients including British Gas

Ensured any staff affected were consulted and that communications were open, whilst ensuring staff were re-deployed within business

Retained expertise ; control and ownership of client relationships on-shore

Process capture, transfer and implementation executed within 6 months

DMS team present in India for 15 weeks – ensure morale and effective working in a culturally diverse country 4,500 from home


Completed in April 2015 without slippage in SLAs or Quality

New Process Management team created

All staff successfully re-deployed with no compulsory redundancies

Project completed on time, to required standards and within budget

Improved financial performance of business as a result

back to all

using the latest technology.

Experts in settlement performance - since our market inception, we’ve consistently demonstrated an exemplary record, with a robust settlement process that complements our customers best practice for customer services and billing.

Ensuring data security is at the core of our operations. We ensure the integrity and security of customer information by designing security into our systems and processes. This is further supported through the use of secure data centres. 

Our Data Management services are delivered with a comprehensive quality assurance commitment. Business management processes are certified to ISO 9001 and information security management systems are certified to ISO 27001 providing complete security assurance.