Sutton and East Surrey Water has awarded a contract to implement a digital content management solution worth an estimated £1.42 million to Liverpool- headquartered firm Mando Group Ltd.
The contract will see Mando deliver a digital transactions channel to enable a wide range of customer self-serve transactions and journeys that will remove the need for telephone contact, speed up transactions and increase customer satisfaction.
According to SES Water, research has shown that digital consistently score higher in customer satisfaction terms than other channels. The demographic of the majority of the utility’s customers indicates that many of them would prefer to transact via a digital channel.
The overall objective of the project is to implement a digital content management solution that enables the following:
- one platform that will hold both SES 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
Mando was one of four companies in the bidding for the work.
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