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Increasing digitisation across the public and private sectors has led to greater expectations among the customers of Northern Ireland Water. The public utility organisation recognised that customers needed flexible options for accessing self-service tools and engaging with the utility provider.
We used a low-code approach to bring together Microsoft Power Platform and Dynamics 365 as the foundation of a tailored self-service solution. Third-party ISV components were also integrated to deliver the capabilities NI Water wanted for its customers and employees, and Codec Labs’ PURUS solution was implemented to support sustainable operations.
Specific technology products we used:
As the sole provider of water and sewerage services in Northern Ireland, NI Water serves approximately 780,000 domestic, agricultural and business customers. In recent years, as other utilities and private sector companies embraced digitisation and more streamlined customer experiences, NI Water recognised a need to innovate their existing service design.
Despite financial pressures standing in the way of digital transformation, NI Water initiated a project in 2020 to reposition its customer and digital technologies around a more effective, user-friendly service.
Through a public procurement exercise, NI Water executed a search for a digital services solution partner that could deliver innovative self-service tools across a wide range of channels and devices, streamlining and automating the organisation’s core customer-facing processes.
Upon its selection as the successful bidder for the project, Codec embarked on a three-year programme aimed at designing a tailored, streamlined self-service solution to automate tasks and accelerate customer service processes.
Using a low-code approach, we brought together Microsoft Power Platform and Dynamics 365 as the foundation components of this self-service solution. Third-party ISV components were also integrated to deliver the capabilities NI Water wanted for its customers and employees. Codec Labs’ innovative PURUS solution, which is specifically designed to address the unique water management and sustainability goals of water utilities, was also implemented to enhance the performance of NI Water’s new digital services solution.
With the new solution in place, NI Water was able to transition many of its core service offerings to a digital workflow. A wide range of supporting features, including online application forms, the ability to upload and receive documents digitally, secure payments process and document e-signing tools were incorporated to maximise the value and efficiency of this self-service platform.
Since going live in March 2023, NI Water customers have been eager to take advantage of the faster, more efficient and environmentally-friendly capabilities offered by the utility’s digital self-service portal.
By helping the company digitise its services and upgrade its customer experience, Codec’s tailored self-service portal has delivered the following outcomes:
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