Case Study: Sydney Water achieves customer-centric billing and supplier integration with SAP Ariba

Sydney Water Transforming to an Intelligent Enterprise

Sydney Water, Australia’s largest water utility serving five million people across a 12,700 km² area, faced a generational IT challenge: replace a 40‑year‑old mainframe billing system and shift from an asset‑focused to a customer‑centric operating model while delivering an omnichannel customer experience, granular cost visibility, and modernized finance and supply chain capabilities.

Partnering with SAP Services and Support and Wipro, Sydney Water implemented SAP S/4HANA, SAP Ariba, SAP Fiori and related solutions using SAP MaxAttention and the SAP Integrated Delivery Framework. The rollout achieved a 99.9% successful data migration, introduced a cost model and supplier integration, delivered a single‑screen customer service experience, and drove measurable benefits — 10–20% improvements in finance and supply chain processes and a 15–25% reduction in billing enquiries.

Sydney Water

Dominic Hatfield

Chief Information Officer & GM Digital