South East Water is diving deep into its modernization project, putting Google Cloud technologies front and center. This five-year plan isn’t just about refreshing tech; it’s about transforming how they work and serve their customers. Richard Bannister, head of IT, explains that they wanted more than simple upgrades. They chose Google because the alternatives didn’t deliver the transformational impact they needed.
Working with Qodea, a Google Cloud service partner, South East Water focuses on empowering its more than 50 in-house IT staff. Their mission is clear: to revolutionize collaboration, streamline operations, and enhance customer service. The company supplies drinking water to over 2.3 million people across Kent, Sussex, Surrey, Hampshire, and Berkshire. According to Bannister, their IT systems are crucial for delivering reliable water services.
This infrastructure includes HR systems, customer care technologies, lab systems, and field apps for onsite teams. Bannister emphasizes that these systems create a foundational layer for effective data-driven decisions.
A core part of their strategy is integrating Google Workspace. This tool fosters collaboration among teams in the field and across departments. With Google Workspace, sharing information and chatting happens in a single platform, making operations smoother and more responsive.
The rollout of Gemini AI is generating excitement too. Though still in the early stages, tools like NotebookLM and Agentspace are helping unlock insights from their data. Later this year, they plan to introduce more Google technologies, like Chromebooks and AppSheet. Bannister sees AppSheet as a way to create a reliable source of truth, enhancing data accuracy and security—essential for fulfilling their duty of care, especially for vulnerable customers.
Reflecting on the operational challenges during the Covid pandemic, Bannister notes they relied heavily on various applications to keep staff connected. This led to a fragmented digital environment filled with scattered spreadsheets and disjointed chat threads. It hindered their ability to coordinate effectively, especially during urgent situations. They needed a comprehensive solution, not just a replica of the old ways.
Operating in the water industry comes with unique challenges, particularly maintaining resilient systems. Bannister points out that smart metering and intelligent network technologies help convert reactive maintenance into a predictive model. By leveraging data from advanced smart meters and network monitoring, they gain real-time visibility into asset performance, allowing them to anticipate issues before they arise.
Bannister emphasizes that to meet customer demands for efficient communication, it’s vital to break down silos. Collaborative technologies support seamless information sharing, enabling teams to respond swiftly to challenges. At the heart of their strategy is the commitment to data-driven decision-making.
Looking ahead, South East Water plans to expand the role of AI in its operations. Bannister believes that advancements in AI hold great promise for increasing efficiency across various sectors of the business.