Yorkshire Water has gone out to tender with a wide-ranging contract for management consultancy and advisory services to help with development of an internal company culture that embraces journey management and continuous improvement.
The water company, one of the largest utilities in the UK with 5.2 million customers, sees a culture of sustainable improvement as key to delivering its ambition to provide excellent service whilst keeping bills affordable.
The Improvement and Journey Management Framework, with an estimated value of £2.2 million, is being tendered in two separate Lots.
Lot 1 covers end to end journey management and requires support both in a consulting capacity and contracting alongside Yorkshire Water’s core team to inform its approach to best-in-class customer experience in an increasingly efficient way for the business.
The water company is seeking support to create an outside-in view of the world to understand what customers truly value by evidencing and synthesising numerous sources of information including:
- customer opinions
- customer behaviour
- FAQs and online search trends
- social media and complaints analysis
Yorkshire Water is looking to gather and analyse ‘voice of the customer’ measures and benchmark against best in class both inside and outside the industry.
Under Lot 1 it will also be looking for support to help the company:
- understand future customer expectations and opportunities
- challenge the organisation and regulators’ thinking
- maintain an outside-in view of the industry
- identify the cost of inaction as well as the business case for change
The utility intends to adopt a systematic approach to continuously improving end to end journeys against a clear future ‘target state’ and track and monitor improvements, measuring success by impact on customer, colleagues and commercials.
Lot 2 covers external consultancy services support, including the provision of expert consultants who can deliver improvement work where Yorkshire Water does not have the capacity to deliver.
Examples include process modellers, CI analysts and improvement specialists who can deliver improvement interventions as well as task-oriented activity for process ownership, management and governance.
The water company wants its internal teams to think broader than their own area to galvanise a holistic approach and focus on the whole customer journey - not just the business journey.
Yorkshire Water is looking to appoint a number of customer-led and commercially astute expert partners who can demonstrate experience and a proven track record, including the ability to build belief at the highest level.
The partners will also need to “deliver proof points, not just hand over the theory.”
Initial contract term is two years with a further one year extension option.
Time limit for receipt of tenders or requests to participate is 1st June 2020 – click here to access the tender documentation.
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