Digital Platform and Application Support

Descriptions

The overall objective of this project is to implement a digital content management solution that enables the following:— One platform that will hold both our existing website content and a range of customer transactions / journeys to enable customer self-serve.— The ability to deliver targeted content to site users based on personalisation.— The ability to drive outbound contact with customers via campaigns and targeted communications / alerts.— Analytics tools that will allow customer transactions to be analysed and smoothed / improved.— Integration with other key SES Water solution such as the billing and customer management system.— To form part of the solution suite that manages the various channels that SES Water customers use for contact (telephone, email, letter, digital, webchat).— Through increased use of a digital solution and improved SESW Service Incentivised Mechanism (SIM) score which is monitored and regulated by Ofwat.