- Water
- 05 Jan 2026
We worked to develop a works management solution specifically for UK smart metering installation and maintenance.
Client: Thames Water
Duration: 2022- ongoing
Situation
Thames Water needed a fully managed service to deliver three smart metering programmes:
- Optant Metering Programme (OMP) – Customer requested installations (25,000-30,000 per annum).
- Replacement Programme – Rolling replacements and upgrades of existing meters at the end of their serviceable lifespan (40,000 to 60,000 per annum).
- Progressive Metering Programme (PMP) – A compulsory metering programme in which the customer has the meter installed to help reduce water stress. (70, 000 – 80,000 per annum).
In order to effectively manage the volumes of work and deliver excellent customer service, a bespoke work management system was needed.
In 2025/26 over 250,00 installations will be managed through our works management system.
Task
We worked to develop a works management solution specifically for UK smart metering installation and maintenance. This solution would support us in managing customer, job and meter asset data. The system needed to cover the entire meter installation journey:
- Customer communication
- Work management
- Planning
- Streetworks
- Scheduling
- Site feedback and mobile data capture.
Action
Our team developed the bespoke MWorkS work management solution using Salesforce Field Service Lightning.
MWorkS manages the end-to-end customer journey, including job breakdown, planning, intelligent schedule optimisation, automatic activity dispatch to qualified technicians, and mobile data capture and feedback with photographs.
The system's design focused on customer service excellence, incorporating bespoke journeys for optant, replacement, progressive, non-household, and leakage programs.
Processes were mapped and integrated into MWorkS, where they were coded, automated, and linked to customer systems to ensure consistent data delivery and completion of work across various scenarios.
Innovation
One Stop Shop
MWorkS features a scheduling element which uses advanced routing algorithms to relay job information to operatives, helping them to capture asset details on-site.
All activity and data from initial surveys are recorded in MWorkS, allowing for planned installation tasks, acquisition of streetworks permits, and optimised scheduling.
Technicians receive job orders on mobile devices, capturing job, customer, and meter data, along with photographs. Integration of Blicker AI validates meter serial numbers and readings from images.
Image recognition
MWorkS includes an AI-driven meter readout assistant that digitises meter readings and serial numbers from photos, enhancing accuracy and stopping human error.
This technology is used in the Thames Water metering contract, streamlining processes and reducing the need for revisits.
Customer feedback systems
We capture and analyse customer feedback for continuous improvement and training, making a seamless customer journey from initial contact through to installation and support.
Where’s My Tech? App
The 'Where's My Tech?' app improves customer service by letting users to track technician locations in real-time, using an easy-to-read mapping interface built into MWorkS.
Result:
We collaborate with clients to enhance efficiency and customer experience using advanced technology.
Over eight years, we’ve used MWorkS for Thames Water's meter installation and maintenance, installing over 1.3 million meters and increasing customer satisfaction.
