SES Water

SES Water delivers water to over 300,000 properties across east Surrey, west Kent, south London and parts of West Sussex. Their team of 290 people maintain a continual supply of water to 707,000 consumers through the effective management of eight treatment works, 23 pumping stations, 31 operational service reservoirs & water towers and 2,153 miles of water mains.

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The Challenge

At its core, SES Water aims to deliver a consistent and efficient service. Vital to achieving this is the need to minimise supply interruptions and leakage across the 322 sq miles that they operate. Originally, SES Water relied upon paper, spreadsheets and an internally developed software solution to maintain their services. Although this system had its merits, the self-built element of it meant all changes or queries had to be directed towards the small team that developed the solution. This often caused bottlenecks and meant the software was unable to evolve as quickly as the organisation required.

To improve efficiencies and visibility of the work they carry out, whilst also having the flexibility to evolve their processes, SES Water started to explore how job management systems could help.

With a clear set of requirements and a need to maximise the finances invested, SES Water formed a procurement group to source their new solution.


The Solution

Through a detailed procurement process,
in which SES Water compared a number of solutions against their requirements, the decision was made to use Oneserve. With a focus on job scheduling and reporting & analytics, SES Water began using Oneserve as part of their field inspection process.

Jeremy Heath, Innovation Manager at SES Water, explains how they reached this decision:
“Oneserve’s user interface was a stand-out feature for us that outshone the competition. We have since had contractors use the software and mention how much easier it is. This simplicity and usability means our users can complete their tasks quicker and thus increase efficiencies. We also liked that Oneserve is a growing company with clear ambitions and vision for the future. The team came across as very personable and clearly evidenced the software’s adaptability and flexibility, offering guidance on how we could customise Oneserve to meet our exact needs. This partnership approach was very attractive to us.”

Using a cloud-based solution was new to SES Water and this change brought some apprehension. The majority of these concerns revolved around security, but these worries were quickly alleviated once we explained the level of security our software has in place. As with most cloud solutions, our security standards are more stringent than that of an on-premise solution. Oneserve is a Software as a Service (SaaS) solution, which means we take advantage of the latest technological advancements and continuously develop and improve the software. Security updates are included in this development process and they are automatically updated without any additional cost or resource

The self-managed functionality Oneserve provides was also new to SES Water. Being able to make amendments to the software directly brings greater flexibility, prevents any delay and ensures the software evolves with the organisation.

But, understandably, this level of accessibility also brought concern; what if changes stopped the software from working, what if processes were adjusted to become less efficient?

David Samuel, SES Water’s Project Manager, discusses this further:
“I was apprehensive in the early days due to the ease of self-configuration and the risk of losing sight of the overall design, but we have developed a very effective approach which combines prototyping and documented design.”


Oneserve’s user interface was a stand-out feature for us that outshone the competition.

Jeremy Heath, Innovation Manager - SES Water

The Results

The increase in visibility, and benefits this brings, was quickly apparent, following the implementation of Oneserve. Increased visibility means that SES Water can now confidently make improvements to their processes, based on the hard facts generated from Oneserve.

David goes into more detail:
“We need to constantly improve. It is our priority to ensure our customers receive an uninterrupted, quality water supply, but to do this we need visibility across the board. With Oneserve we can capture information in various formats, from images to data, such as water quality recordings, and risk assessment surveys. This information is located in one place, providing a single version of the truth for anyone that requires access.

The ability to accurately capture data in one place not only improves our efficiencies and working practices, it also helps us meet our compliance obligations. Inevitably, the penalties set by the regulators will only ever increase, but now that we are rolling-out a system that captures the essential records and have a very clear audit trail, we can more readily prove that we are successfully meeting these requirements.”

While they familiarised themselves with the ins and outs of job management software, SES Water initially took advantage of just some of the features Oneserve offers. Thanks to the usability and capabilities of the software, they decided to expand their use of Oneserve across all field-work activities. This means they have an end-to-end solution, further simplifying procedures and increasing visibility.

One of the additional features they are benefitting from is the Oneserve mobile app, which connects their engineers with the office. They are able to access their daily schedule and feedback progress in real-time, all via their mobile device. The office team can also view engineer location, making it very easy to accommodate emergency repairs, providing an even more cohesive and efficient process.

By adopting the full suite of solutions, SES Water will have even greater flexibility to shape and adapt Oneserve to meet their requirements today, and long into the future.

David Samuel puts this into context:
“The configurability of the system is invaluable.
It means that if we need to adapt or create a new workflow, we can do it ourselves. We can also add and amend survey questions ourselves without cost or the support of Oneserve. That said, I know that if we do need any help, the Oneserve support team will be on hand to guide us through.”


Increased visibility


Extensive audit trails


Tailored solution

With Oneserve we can capture information in various formats, from images to data, such as water quality recordings and risk assessment surveys. This information is located in one place, providing a single version of the truth for anyone that requires access.

David Samuel, Project Manager - SES Water