University of Northampton

The Knowledge Academy

Bracknell and Wokingham College

Bulmershe School

Operations Change Project Manager/Analyst for Thames Water

Main Responsibilities:
- Customer and Charity’s arrangements – calling Thames Water customers and Charity’s to arrange meeting to gather insight for Thame Waters strategy for 2020 to 2025, a total of 7 Customers and 19 Charities agreed to meet.
- Maintaining relationship with charities to work closely with Thames Water, example working with Stepchange to hand over customer in financial difficulties to see how they can get help with debt.  
- Literature updates for Thames Water on areas where we can offer the services and keep up-to-date with changes. 
- Joint leaflet development and running of the first in the country for UKPN (United Kingdom Power Network ) and Thames Water and SSEN (Scottish and Southern Energy)with Thames Water.  
- Audits year end and quarterly as well as other information for Ofwat (Water Regulators).

Thames Water

Priority Services Co-ordinator

PROJECT WORK: 
- Alarm criticality tactical initiative – acquiring large excel data sets relating to setting of all STW’s (Sewage treatments works) and SPS’s (Sewage Pumping Stations) alarms, analysing this data using technical specifications to find errors where alarms were set to low priority resulting in pollution unattended until too late, or high priority and creating an inefficient use of man hours and increasing the load on the WWOC (Waste Water Operations Centre).
- Scheduling team process mapping – producing in-depth AS-IS process maps displaying interactions between Scheduling, Dispatch and ground teams, the aim of the maps were to show were process could be improved i.e.  bottlenecks and handoffs. 
- Complaisance project – 
  - KPI’s - Generating graphs of current position for OSM’s, UWW and Shadow samples, pulled together 
    from the reporting teams data and presented to project manager of the compliance program.
  - Roots – Using root cause data from the TQ01 database, collated the data to find trends on how the 
    compliance is helping improve in a number of areas.
- Weekly cleans project – Engaging with stakeholders to implement weekly checks on S:can monitors (monitors used to check what our STW sites are placing back into the water), requiring staff to learn to maintain and clean once a week on 180 different sites.

Business Analyst - Transformation and Change (Waste)

Main Responsibilities:
- Analysing large data sets, whilst keeping to strict deadlines, ensuring all benefits are achieved.
- Held workshops allowing team managers describe how their team operated, while I drew a rough process map, later produced on Visio.
- Completed an As-is map of the complicated current state for the Insight and Resolution teams  claim process, as well as the To-be maps for the fire hydrant process which has been implemented.
- Developing documentation to support the deliveries of projects such as business cases, As-is and To-be process maps.
- Regular meetings with stakeholders to discuss progress of projects, relating to, benefits, risks and how to achieve or mitigate going forward.
- Guidance and support with Ernst and Young developing new business cases, explaining Thames Water's process and helping to assign process owners.
KEY ACHIEVEMENTS:
- Working with Ernst and Young to develop 18 business cases.
- Held workshops to develop and create new processes to be used on the fire hydrant and claims project.
- Taking the initiative to look into customer claims process to create and deliver the business case for improvements.

Business Analyst - BIP BG Team

RNFail
If noticing data fails to get through existing interfaces into our Notice Management system it is reported back into Works management system as a Request Notice Failure (or RNFail). This means that a permit/notice has not been issued as expected by the user. These failures are retrieved by the SOS team by running a report from Business Objects and using a locally held MS Access database, once extracted the SOS team can then begin to analyse that data to determine the root cause of the failures.

Potential saving of £2,664,000 per annum

SAP Notification failures weekly and monthly
Interface failures from a different Works management system (Like RNFail). The SOS team reports on any notifications that have failed i.e. are “stuck” in the system or have not been sent past their due date and sent on to relevant party’s. 

EDI Failures
Thames Water sends thousands of notifications every day and a small percentage of these fail for a variety of reasons. The SOS team run a report overnight every night to capture these and investigated each of these by either re-issuing, liaising with HA’s (Highway Authorities) or liaising with support partners.

Potential saving of £2,960,000 per annum

Incoming failed notifications
As with the EDI failures there is a large amount of transactions that are sent to Thames Water also, failures are due to a failure when transmitting from the HA system (missing or corrupt data). The SOS team will identify these and separate them out to be reported back to the HA’s for retransmission

Potential saving of £1,073,250 per annum.

National Street Gazetteer (NSG) uploads
It is a legislative requirement for all Highway Authorities and Utilities to have a fully up to date and accurate record of all the streets and the associated street information. Due to this requirement there are specific parts of the EToN Technical Specification and an accompanying legislative document (BS7666) to manage this data.

SOS (Streetworks Operational Systems) & NSG (National Street Gazetteer) Coordinator

Checking and disputing charges as a result of Permits acquired by Thames Water as a result of works that had taken place.

Permits Coordinator

Working on the OneSolution project to update Faster Wheeler computer system, The project was looking at taking engineering drawings that would have been sent via post or email crating duplicates.

The project was set up to look into an ECM package, to better organised data, as well as increasing the efficiency of the company,

Colin Critchley