T&D World Magazine

England Utility Outsources Customer Service with Accenture

Accenture is helping United Utilities, which manages and operates electricity distribution and wastewater networks in northwest England, improve its customer service performance through a nine-year business process outsourcing agreement.

Accenture is responsible for delivering all services across back-office functions related to income, debt recovery and billing operations.

“By using a series of initiatives based on our utilities industry successes in North America, Accenture is helping United Utilities improve its operations, with a specific focus on those related to customer service,” said Keith Mueller, managing director of Accenture Business Services for Utilities.

As part of its customer-service initiative, United Utilities has brought its call center operation back in-house, with operations concentrated in Whitehaven, Cumbria. The center had previously been outsourced to Vertex.

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