Case Study: Thames Water saves over £10 million with TotalMobile workforce management

New shift patterns deliver over £10m in savings

Thames Water, the UK's largest water and sewerage company, faced significant operational challenges due to over 100 outdated and complex shift patterns. This led to an over-reliance on costly overtime, difficulties in meeting customer demand for flexible appointment times, and immense pressure to achieve multi-million pound savings to meet regulatory demands. To address this, they partnered with TotalMobile to implement a new demand-led shift planning, rostering, and workforce management system.

TotalMobile's solution involved a comprehensive 18-month program of analysis, workshops, and negotiations to standardize terms and conditions and drastically simplify shift patterns. The project reduced the number of shift patterns from over 100 to just 23, extended customer service hours into the evenings and weekends, and created a larger reserve of bank hours. This initiative delivered over £10 million in savings on overtime payments over a five-year period for Thames Water, while also improving work-life balance for employees.

Thames Water