Southern Water is a UK based private utility company responsible for the public wastewater collection, treatment and for the public water supply and distribution in southern England. Increasingly ‘voice’ services are transferred to online and added value personalised services beyond historical invoices and metering are introduced. Moreover excellent and consistent omni-channel customer experience of the provided services become a key differentiator in the countdown to competition.
Identity access management is Southern Water’s cornerstone to protect IT and connect staff, partners and to deliver new data-driven services to customers. Southern Water is considered part of the UK's critical national infrastructure. Hence the necessary information security controls have to be state-of-the-art, resulting in continuous protection and monitoring to reduce breaches, minimise recovery efforts and lower associated costs. And at the same time there are increasing obligations to comply to the UK Data Protection Act (DPA) and the recently enacted European General Data Protection Regulation (GDPR).
The current IAM platform at Southern Water is being extended to a Customer-IAM solution to support their future strategy. It is Southern Water’s goal to transfer 30% of the 600.000 calls to their online services and at the same time increase customer satisfaction. This digital transformation program needs to be in line with the stricter privacy requirements of the GDPR and the growing expectations of customers and other stakeholders in this area.
The presentation will focus an envisioned data-driven initiative of Southern Water and walk through a typical uses case of this initiative to highlight the added value of the iWelcome Customer IAM platform and touch upon the hands-on Capgemini methodology to design privacy into the solution right from the start.
