Smarter new connections: Reducing site visits and enhancing efficiency in Developer Services

Developer Services teams in the UK water sector must enhance efficiency, cut costs, and improve customer satisfaction. The process of connecting new developments to the water network is often hindered by excessive site visits, high job cancellations, and quality issues, directly impacting D-MEX scores. Additionally, the increasing presence of Self-Lay Providers (SLPs) is intensifying competition in the sector, challenging traditional water utilities to improve service delivery and streamline operations. SLPs offer developers alternative options for new water connections, often with faster response times and greater flexibility. To maintain competitiveness and meet evolving regulatory expectations, utilities must embrace digital transformation and operational efficiency.

To achieve this, utilities can leverage ShowMe’s remote video site assessments and FYLD’s AI-powered work execution platform. These solutions help streamline operations, reduce inefficiencies, and improve service delivery by enhancing workforce visibility, optimising job readiness, and ensuring compliance with regulatory requirements.

The inefficiencies in Developer Services

Historically, Developer Services teams have relied on manual processes, in-person inspections, and reactive issue resolution. The information captured up front is critical to how effective your downstream delivery can be, These approaches contribute to:

• Unnecessary site visits: Excessive travel for inspections, leading to high operational costs, and increased time to plan the jobs

• Frequent job cancellations and aborts: Poor initial assessments result in wasted workforce deployment and inefficiencies.

• Inconsistent job quality: Lack of data-driven decision-making increases rework and delays.

• Regulatory and compliance pressures: Failure to meet AMP8 and other industry requirements can lead to penalties and reputational damage.

• Customer dissatisfaction and poor D-MEX scores: Inefficiencies impact the speed and quality of service, leading to negative feedback and lower scores.

A smarter approach: AI-powered remote assessments

FYLD’s AI-driven platform and ShowMe’s remote video assessments can address key inefficiencies within Developer Services.

According to Ofwat’s 2021 report on the Approach to the Regulation of Developer Services at PR24, the water sector’s developer services must evolve to meet increasing competition and regulatory requirements. The report highlights that digital adoption and streamlined processes are key to improving customer service, reducing inefficiencies, and ensuring compliance with evolving regulations. 

Reducing site visits and job cancellations

ShowMe’s video-based assessments allow utilities to remotely evaluate job readiness, reducing unnecessary site visits. FYLD enables field teams to capture and share real-time job site data, allowing for better decision-making before deployment. This ensures teams arrive fully prepared, leading to more efficient operations and improved service quality.

By adopting these tools, utilities can achieve a 30%+ reduction in site visits, lowering costs and emissions. These efficiency gains are supported by FYLD’s customer deployments and industry research on digital transformation in utilities.

Beyond cost savings, this AI-driven approach enhances compliance and customer satisfaction. With optimised workforce deployment and improved job execution, utilities can boost D-MEX performance and regulatory compliance while maintaining operational efficiency.

Improving D-MEX scores and customer satisfaction

By minimising delays and optimising job execution, utilities can significantly enhance their D-MEX performance. Faster response times, higher quality service delivery, and seamless communication ensure an 8% increase in workforce productivity and a 30% reduction in time to complete jobs. This reduction is driven by streamlining information flow across teams and enhancing data capture through video assessments, ensuring that field teams have immediate access to the right information. By eliminating back-and-forth communication delays and enabling real-time decision-making, FYLD accelerates job completion, reduces administrative burdens, and improves overall efficiency, leading to better customer experiences.

Ensuring first-time job completion

AI-powered insights enable better job readiness by ensuring that all necessary permits, risk assessments, and approvals are in place before teams arrive on-site. This reduces rework and enhances efficiency. Across FYLD’s customer base, proactive planning has resulted in:

• 80% reduction in cable strikes, minimising safety risks and project delays.

• Significant cost savings from reduced rework and revisits.

• Higher first-time fix rates, improving job turnaround times.

Enhancing compliance and sustainability

Regulatory adherence and environmental sustainability are major concerns for Developer Services teams. With FYLD, utilities can automate compliance tracking, streamline permit management, and ensure seamless documentation for audits and regulatory reporting. Additionally, reducing site visits cuts down travel-related emissions, contributing to sustainability goals.


Transforming Developer Services with FYLD

With AI-driven decision-making and seamless digital workflows, FYLD is revolutionising how UK water utilities manage new connections. As SLPs continue to capture market share, traditional water utilities must innovate to remain competitive. By leveraging advanced digital solutions, utilities can drive a more efficient, cost-effective, and customer-centric approach to Developer Services—one that ensures smarter new connections, better job outcomes, and a sustainable future for the industry.

For water utilities looking to enhance their Developer Services function, the time to act is now. By embracing digital transformation with FYLD, companies can secure a competitive advantage, improve operational efficiency, and drive long-term success.

Discover how FYLD’s AI-powered platform can transform your operations, enhance safety, and drive proactive decision-making. Contact us today to schedule a demo or learn more.