In its second year, the 'Going the Extra Mile' (GEM) Awards event was organised by Northumbrian Water Limited (NWL) to recognise the achievements of both their staff and framework partners during the past 12 months. Faithful+Gould scooped the prize as part of a combined NWL Transferred Drains and Sewers (TDS) team consisting of Peter Duffy (contract partner), Esh Group (contract partner) and numerous NWL internal stakeholders such as sewerage operations, customer, investment delivery and asset strategy.
Brian Clennell, Faithful+Gould's associate director (acting as team leader and NWL client manager), said, "Through the collaboration, hard work and dedication of Faithful+Gould's Chris Smallman, Jonathan Hill and Jez Robson, as well as the wider NWL TDS team, we are delivering a challenging programme which continues to provide exceptional outcomes. The joint commitment to delivering an excellent service, combined with the encouragement to challenge and actively contribute new ideas to this demanding programme, has allowed us to adopt a truly collaborative approach.”
"Through the collaboration, hard work and dedication of Faithful+Gould's Chris Smallman, Jonathan Hill and Jez Robson, as well as the wider NWL TDS team, we are delivering a challenging programme which continues to provide exceptional outcomes.”
Brian Clennell, Faithful+Gould's Associate Director
The TDS programme is the result of the largest change to the water and sewerage industry since privatisation. The asset base for which NWL were responsible increased significantly in October 2011 with 13,500km of sewer transferring to NWL ownership, against an existing public sewer base of 16,200km. This consequently created a significant increase in activity in customer contact, reactive investigation, sewer repairs, manhole works and building control applications. The scale of change is considered a key challenge, alongside the unknowns of the location, condition and performance of the assets.
Having drafted the original framework tender for the programme and supported NWL in selecting the delivery partners, Faithful+Gould’s current role as cost consultants involves working closely with the NWL TDS team, utilising their bespoke cost management system 'VBCS' (Value Based Contract System). This system provides the team with a mechanism to consolidate project data from multiple sources into a centralised location, thereby providing an essential element of financial control. The system is also highly auditable which further enhances the level of control NWL have over what is a complex and transaction heavy project.
"The project demonstrated a real combined commitment from the extended NWL TDS team to exceed customer expectations and deliver excellent performance while living the NWL values."
Anna Perry, NWL's Sewerage Project Manager
The collaborative approach has received extremely positive feedback from customers so far, with the overall NWL TDS team scoring an incredible 4.96 out of 5, and 96.6% of customers rating their satisfaction with the service as 5 out of 5.
Anna Perry, NWL's sewerage project manager, said, "The transfer of the private drains and sewers has had a significant impact on NWL's business, but the delivery of the TDS programme has seen excellent team performance over the last year. The project demonstrated a real combined commitment from the extended NWL TDS team to exceed customer expectations and deliver excellent performance while living the NWL values."