Outcomes
- £0.6m–£1.1m reduction in Customer Minutes Lost (CML) penalties
- 15–20% annual savings from reduction in CML
- Underperforming regions brought into alignment with top-performing areas, driving consistency across the network
- Fault resolution times improved through optimised staffing, targeted interventions, and enhanced resource allocation
Background
The client was experiencing escalating Customer Minutes Lost, triggering increasing regulatory penalties and profit erosion. Fault attendance was delayed by inefficient processes and governance failures. Resource mismatches — including skill imbalances and insufficient out-of-hours coverage — were slowing resolution times. Cultural resistance to change was hampering improvement efforts, and no robust performance management framework existed to drive accountability or track progress.
Curzon Approach
Curzon conducted a comprehensive statistical review of historical operational data to identify inefficiencies and establish evidence-based intervention points. Five workstreams were delivered:
Root Cause Analysis — Historical operational data was used to pinpoint the drivers of fault delays and long-duration outages. Resourcing Optimisation — Workforce distribution was rebalanced across shifts to address the highest-impact gaps. 24/7 Fault Management — Field assessment and reservoir development processes were streamlined for operational efficiency and accuracy. Process Automation — Emergency response protocols were redesigned and automated workflows introduced to reduce delays. Performance KPIs — Measurable KPIs were established to enhance accountability and track improvement over time.
Leadership buy-in was secured at executive level, ensuring alignment with strategic priorities, and continuous monitoring frameworks were embedded to sustain improvements.
