Case Study: Scottish Water achieves faster service response and operational efficiencies with Planview IdeaPlace

Improving Internal Efficiencies And Creating Innovative Ways To Service Customers

Scottish Water, the publicly owned utility serving over 5 million customers in Scotland, faced heavy regulation and constant pressure to improve wastewater compliance, reduce flooding, maintain worker quality and adapt to climate and customer expectations. Leadership wanted a scalable way to tap employee insight for operational efficiencies and innovation but lacked an effective system to collect and act on ideas.

They piloted and then adopted Spigit’s challenge-focused innovation platform, using templates and time-boxed contests to channel employee feedback into nine priority areas (CAPEX/OPEX, customer service, recognition, etc.). That approach generated practical solutions—most notably a customer mobile app for reporting leaks and a GPS-enabled third-party tool—that sped response times, reduced duplicate reports, improved operating efficiency and boosted staff engagement, with usage continuing to expand and be tracked across the business.

Scottish Water

George Ponton

Head of Research and Innovation