Wholesale Resolutions Team

Wholesale Resolutions Team

As set out in November’s Newsletter, Scottish Water is currently undertaking a Wholesale Transformation programme to support our ambition of being a great wholesaler, to achieve this we have set in place tactical initiatives to make our processes more efficient and deliver a better service.

For this purpose, our new Wholesale Resolutions team, has started piloting a new way of handling complex cases with focus on getting things right the first time. 

The new pilot approach covers:

Dedicated team focused on resolving ‘complex’ issues

• Attention on understanding the root cause of concerns and dealing with them.

Ease of interaction

• Frequency of update approach (key stages)
• Dedicated point of contact

Delivery

• New internal commitment framework to ensure the right resources and knowledge are engaged to help resolve non-standard cases

Satisfaction

• Checking that the customer (Licensed Provider and, where relevant, Business End user) are happy that their concerns have been addressed before a case is closed
• Seek feedback for improvements of this new approach and team.

Continuous improvement

• Take forward feedback/learnings to drive business wide awareness and improvements in our interactions and approach with customers. This could include review of charging or operational policies where feedback highlights recurring issues.