At Esri UK Annual Conference 2014 Thames Water has been using geographic information system (GIS) solutions from Esri for over six years and ArcGIS Platform now supports almost every part of the organisation. ArcGIS gives Thames Water a single, accurate and up-to-date record of all of its assets and makes this vital business information accessible to employees right across the business. When customers contact Thames Water, call centre agents can locate the caller, identify assets in relation to that customer address and easily see what maintenance or infrastructure projects have occurred or are planned for that area. In addition, Thames Water uses the ArcGIS platform to exchange accurate asset and location information with its mobile engineers, surveyors and field workers. ArcGIS has become an indispensable enterprise system for Thames Water and will continue to play a vital role in the business, as it steadfastly evolves to meet the needs of customers and regulators.

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ESRI GIS at Thames Water
Jon Regan

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Who are we?Who are we?

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Background
 Thames Water had a number of legacy GIS
systems;
1. Asset records
2. Operational tools
3. Modelling tools
4. Mobile tools
 Implement ESRI ArcGIS in 2008 as a platform
to consolidate +100 databases
 Since go live have upgraded and added
address base premium

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How Thames Water is using ESRI GIS
ESRI/Click mobile
integration enables
engineers to pull
asset and location
information from GIS
into data capture
forms
SAP CRM/ESRI integration
allows call centre agents to see
where a customer is in
relation to TW’s assets and
ongoing activities including
maintenance activities and
service interruptions
SAP/GIS integration ensures all work done
is captured against an asset to support
better investment decisions
Automated QA
processes ensure
quick and efficient
asset updates
Raising work can be
done easily though a
SAP/ESRI interface Geographical Information Sytem
Modelling planned
activities to understand
and minimise customer
disruption and event
management
Used as a tool to hold and
report regulatory information

5. CRM GIS Viewer – Proximity Search
For confirmed location, when GIS Viewer launched, Proximity
Search Tool returns work in the vicinity

6. CRM GIS Viewer – Symbology
Work Order symbols are shown in different colours.

7. CRM GIS Viewer – Hover Over Functionality
By hovering over a Work Order, the related Work Order attributes
will be displayed.

8. CRM GIS Viewer – VBB Notes
When a Visual Bulletin Board (VBB) is visible, the agent can click
on the VBB tool to view notes held against the Bulletin Board Case
in CRM

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How Thames Water is using ESRI GIS
ESRI/Click mobile
integration enables
engineers to pull
asset and location
information from GIS
into data capture
forms
SAP CRM/ESRI integration
allows call centre agents to see
where a customer is in
relation to TW’s assets and
ongoing activities including
maintenance activities and
service interruptions
SAP/GIS integration ensures all work done
is captured against an asset to support
better investment decisions
Automated QA
processes ensure
quick and efficient
asset updates
Raising work can be
done easily though a
SAP/ESRI interface Geographical Information Sytem
Modelling planned
activities to understand
and minimise customer
disruption and event
management
Used as a tool to hold and
report regulatory information

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Future GIS initiatives
 Exploit the capability though data integration (IT/OT)
 Deploy further mobile capabilities and support BYOD
 Incorporate more data feeds including social media
 Making it easier to share information with our supply chain
 Further integration into the Thames Water website
 SAP business objects integration

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