Echo Managed Services has been appointed by the Department of Finance and Personnel (DFP) to provide contact management services for NI Direct. NI Direct enables the people of Northern Ireland to contact Civil Service departments to get fast, easy access to information and answers to a wide range of questions about public services - this is a key objective in the Programme for Government. The groundbreaking new service transforms the traditional switchboard into a multi-channel, shared-service operation.

Over the last 12 months, Echo has been working alongside existing DFP staff to deliver the new service. As specialists in complex-call service management, Echo has reinforced DFP’s exciting transformation programme with its expertise and innovation in contact centre management. Twelve months down the line the service is proven and running smoothly; delivering a single point of contact for calls to the Department of Agriculture and Rural Development (DARD), General Register Office (GRO), Land and Property Services and Planning Service.

By sharing innovation in areas including technology, business processes and people management, Echo’s service improvements are enabling DFP to transform their contact management and provide a new, quick and easy contact service for its citizens – a key objective in the plan to reform government services.

Echo is working with DFP as part of a consortium which is led by Steria.

The Echo Managed Services team smashed their previous Macmillan fundraising tally by over £200 when they joined in the World’s Biggest Coffee Morning on Friday 25th September, raising £1,100 for Macmillan Cancer Support.

Notes to Editors
For more information or interviews please contact
Kate Booth on 01922 728721 or at katebooth@echo-ms.com 

With Ofwat backing Water UK’s campaign for water companies to get similar collection powers to local authorities, Echo research asks, what else can the two sectors learn from each other? By Robert Stait.

Long before this recession really hit, household debt was spiralling. And as times have become tougher, according to Citizens’ Advice Bureau council tax and water have been two of the bills people are struggling most to pay. Now, with the CBI predicting one in every 33 people will become unemployed in 2009, it’s clear that the situation will only become worse.

Yet, despite the steady increase in council tax related difficulties local authorities have actually managed to substantially improve collection rates in each of the last four years. According to government figures, local authorities in England collected £20 billion in council taxes by the end of March 2008 out of a total of £20.6 billion collectable. This gives a national average collection rate of 97.1 per cent for 2007-08. In contrast, water is distinctly less successful. Ofwat’s June Return figures show that the water industry had a national average collection rate in 2007-08 of 93.8% for unmeasured domestic charges (the ‘annual’ bill which provides the truest comparison with council tax).

As a revenue management specialist working with seven UK water companies, Echo Managed Services was keen to uncover some lessons about the difference in performance between the two sectors, and to explore to what extent Water UK’s belief that water companies could recoup more money if they had more of the same powers of collection as local authorities (see box) is justified.

Echo commissioned research last year among water company revenue managers (14 in-depth interviews) on the technologies, processes and data management practices they employed. This year, Echo commissioned DJS Research to conduct a similar set of interviews in the local government sector. Nineteen local authority respondents who had knowledge of the debt collection processes used by their councils were interviewed between February and March 2009.

What is immediately apparent from comparing the two sets of findings is that local authorities’ superior collection rates cannot be put down to better systems, processes and data management. Indeed there are few areas in which councils are more advanced than their water peers. In the use of technology and the sophistication of collection processes, local authorities are behind the water industry, these are also identified by those interviewed as being the two areas which need improving the most. Only in their approach to data management are the two industries at a similar level.

Statutory Differences

In terms of the way the collections function operates it seems local authorities may have more to learn from water companies than vice versa. The different powers of collection at the disposal of each sector then, could be the most significant factor in explaining councils’ higher collection rates. While water and local government share many powers of collection (for example, both can use and threaten to use attachment of earnings/benefits, debt collectors and bankruptcy action), there are some key differences.

The potential to be sent to prison for non-payment of council tax is arguably the most persuasive power at local authorities’ disposal, and one which is unlikely to be bestowed on water companies. Nevertheless, clearer definition of “occupier” status (see box) may well help water companies recoup money from a section of society that is notoriously difficult to pin down and responsible for a significant proportion of all water debt.

Local government legislation also imposes a duty on ‘residents, owners and managing agents’ to provide information, if requested, about possession and control of properties. In such a difficult financial climate, the argument for granting more defined powers, such as these, to the water industry seems stronger than the argument preserving the status quo. As a Water UK policy statement puts it: “Council Tax legislation appears to 'pave the way' and indeed its existence suggests that there is nothing inherently unreasonable about the water industry’s wishes.”

Where it would seem that local authorities are more effective is in making their powers count; with customers left in no doubt about the severity of punishment for non-payment. For water companies though, when debtors progress further along the collection process, the threats of much less fearsome consequences don’t yield the same results. The option of ‘trickle flow’ which Ofwat is currently considering again, as a compromise to the disconnection deterrent, would go some way to tackling water’s inferior jurisdiction.

What is clear is that the collection powers available to water are currently outgunned by those at the disposal of local authorities. That said, both sectors would also benefit from a smarter approach, which understands the customer base better and segments it for collection campaigns.

Water companies in particular would clearly benefit from any measures which avoid the long and expensive payment chasing cycle. Paul Schofield, head of revenue analytics at Echo, says: “The risk with any collections process is that each step gravitates towards the end point of the process. Without significant powers and repercussions, water companies run the risk of incurring the cost of the entire collection process, chasing an increasing proportion of customers who will not or cannot pay.”

Cross-Industry Collaboration

Echo’s research also suggests both sectors could achieve more by working together. Exploring the potential for sharing information, for instance, could benefit each sector and their customers, who could potentially be approached earlier in their financial struggle.

There are already many isolated examples of councils and water companies sharing data. For example, Echo (on behalf of South Staffs Water) has a data sharing agreement in place with a council within the same region. This helps each organisation verify void properties and enables bills to be issued to occupied properties. But misconceptions about the Data Protection Act (DPA) seem to be restricting anything industry-wide and more significant from taking place. In this respect, both industries must get to grips with the true intent of the Data Protection Act and exploit it rather than be restricted by it.

Dave Evans, senior data protection practice manager at the Information Commissioner’s Office, agrees that it could be beneficial for customers and organisations alike to gather wider information on potential debtors. “The industry will know what the indicators are. If they can spot where there are likely to be problems, they could help before problems emerge.” Evans also assures there is “no absolute prohibition” on data sharing, as long as it is subject to appropriate governance and that organisations ensure their use of the information “is not incompatible with the purpose for which it was originally gathered”.

So, whilst an improved mandate for water will clearly help and makes good sense, Echo’s research also indicates other opportunities to make improvements. By sharing experiences, sharing information and exploiting the powers available to them in a more efficient and effective manner, perhaps each sector might cope better with the impact of recession and improve services. Working with what the DPA enables, rather than what it prohibits, will be an important first step. In today’s dire economic conditions, there has certainly never been a more pressing need for the sectors to find ways to help each other.

Robert Stait is head of marketing for Echo Managed Services. If you are interested in receiving a copy of the full report from the research, please visit www.echo-ms.com to register your interest.

BOX: Taking council

Trade body Water UK has called for legislative change to give water companies more explicit payment collection rights, equivalent to those enjoyed by local authorities for council tax and non-domestic rate collection.

In essence, the Water Industry Act 1991 permits companies to levy charges on “occupiers” of properties, but does not define what exactly an “occupier” is. Nor does the industry have any statutory powers to gather information to assist with billing and revenue collection. Water UK wants the legislation updated to reflect the provisions of the Local Government Finance Act 1992, which imposes liability to pay council tax on an ordered hierarchy of categories of person. Liability falls first to owner-occupiers, then passes to various categories of tenant/resident and ends, as a last resort, with non-resident landlords.

Bristol Water and Wessex Water have for many years been at the forefront of customer service innovation in the water industry. Both enjoy an enviable track record of customer service and billing performance, which is managed through their joint venture Bristol and Wessex Billing Services Limited (BWBSL). When BWBSL decided to look for new ways to tackle the increasing problem of consumer debt, they naturally took an innovative and proactive approach.

 

As an existing client of Echo Managed Services, with Echo’s trusted RapidXtra customer care and billing system at the heart of its operation, BWBSL became interested in the potential of a new solution when, in 2008, Echo launched a unique proposition to help tackle the debt problem. Crucially, Echo’s Credit Intelligence™ predictive data modelling solution offered BWBSL the opportunity to deliver more from existing data and to reduce the reliance on external data sources. Having selected Credit Intelligence in June 2008, this means that BWBSL is now working towards reducing its spend on bureau data and debt collection agencies (DCAs).

 

BWBSL’ overriding objective is to improve debt collection practices and collection rates on overdue bills, whilst simultaneously enhancing the customer experience. As a condition, the new solution needed to be complementary to the existing teams and technology; this was not an outsourcing exercise, it needed to be non-threatening to BWBSL staff and to add value to the operation.

 

An important factor in BWBSL’s selection of Credit Intelligence was that no new software needed to be installed, no IT support was required and no new expertise or training was needed for existing staff. This meant that BWBSL was able to introduce a major new technology innovation, but without disruption to the operation and with only minimal time required from existing teams.

 

John Coppack, General Manager of BWBSL, explains “An important objective for BWBSL was to use Credit Intelligence to drive our data-driven approach to collections. In this way we hope to improve the debt position through more efficient collection, whilst also strengthening our understanding of customers and delivering better business control and performance visibility.”  Credit Intelligence will help BWBSL to do this by using sophisticated behavioural and predictive analytics to embed a continuous cycle of optimisation.

 

The compatibility and sophistication of the solution was not all that attracted BWBSL to Credit Intelligence, Coppack also describes the exciting potential for collaboration that it offers “An important factor in our decision to use Credit Intelligence was the exciting potential of the solution itself. With BWBSL following Northern Ireland Water and South Staffs Water onto the Credit Intelligence programme this means that Bristol Water and Wessex Water will both be in a position to benefit from collaboration opportunities. We’re hoping we can work together on initiatives like exemplar group studies and trend analysis, ultimately, I think there’s also potential to produce a genuine model for industry best practice.”

 

The selection of Credit Intelligence has already enabled BWBSL to identify several customer segments and areas for process improvement, which could deliver a major uplift in collection performance. Even though it’s early days still in this project, the Credit Intelligence solution has quickly revealed an impressive level of management information and customer insight. Working with Echo over the next few months the aim for BWBSL is to reduce spend in other areas and to deliver a major enhancement to both the debt position and in the effectiveness of the management approach.

 

ENDS

 

Notes to Editors:

 

For more information, please contact Robert Stait on 07816 323804 or at robertstait@echo-ms.com

Echo’s Credit Intelligence™ Solution

With its specialist capabilities covering customer services, revenue management and billing software, Echo has amassed unparalleled experience of the UK water industry and is currently engaged in long term relationships with seven UK water companies. This customer base and specialism in the sector has given Echo a unique and broad insight into the industry’s specific requirements, its challenges and priorities and in the best way of delivering a step-change improvement to the collections environment.  In so doing Echo believes Credit Intelligence will help it clients become much better able to cope with the increasing consumer debt problem and the difficult financial conditions which all industries are faced with over the coming months and years.

The Credit Intelligence solution which BWBSL has chosen is a programme of business improvement. It blends specialist consultancy with a proprietary data enhancement solution, built using best of breed modelling and analytical software. It is delivered in a phased programme which begins with ‘healthchecks’, for both process alignment and data quality, and within three months moves onto sophisticated data analysis; delivering management information and valuable, actionable insights via downloadable reports from an online portal.

Bristol and Wessex Billing Services Limited

BWBSL was formed in 2001. It is a 50/50 joint venture between Bristol Water and Wessex Water which was put together to exploit the cost savings and performance improvements available through combining the Billing, Debt Recovery and Customer Services Operations of Bristol Water and Wessex Water to service 0.5million common customers.

BWBSL bills and collects around £450m pa from 1.2 million customers on behalf of Bristol Water and Wessex Water and continues to achieve some of the highest standards in the Water Industry at low cost.

Competition in the UK water market is facing major change. The emerging market, for Inset Appointments and for the future of the Water Supply Licensing regime, is presenting exciting opportunities for both water companies and the suppliers and partners to the industry.

Even before the Government takes any decisions on the Cave Review’s findings, due to be published next Spring, this is already a competitive water market. Many of the larger utilities are already engaged in the water competition market in some way; Scottish and Southern, Veolia Water, United Utilities and Severn Trent all have a competitive vehicle. Other utilities are already testing propositions in Scotland, or have plans to do so, and infrastructure providers and large developers are increasingly competing for contracts that were previously guaranteed business for incumbent water companies.

In the coming years, the parameters of the competitive market will only broaden. The further liberalisation of the retail conditions in particular will present new commercial challenges for water companies, who will be working hard to find the efficiencies required to succeed.

As a major service provider and software vendor to the industry, Echo Managed Services is adapting and preparing now for the new requirements of the industry. It sees pro-active change as necessary to stay at the forefront of the market; and play a part among the organisations that can support effective competition in the UK water market.

Balancing Cost Efficiency and Effective Service

The move towards retail competition will place Billing and customer service operations in the spotlight like never before. Systems will need to accommodate more requirements and deliver a broader range of capabilities; and in new and customisable formats.

Echo is currently incorporating and strengthening its capabilities in several different areas. It’s a significant list of development priorities, all of which Echo sees as playing a role in successful participation in a competitive water market. For example they include: smart metering, new and more complex tariff structures, further enhancements to CRM and self-service capabilities, managing customer switching, multi-utility billing, consolidated bills, expanding SaaS capabilities, key account management and shared-customer-service models.

Whilst these new requirements will play a part in successful participation in a competitive market, core systems will nevertheless still need to meet some fundamental conditions. Cost efficiency, reliability and proven performance remain the basic prerequisites of the systems responsible for delivering water bills and customer service; both for new entrants in the UK water market and those existing water companies who are looking to move onto new systems to address new market requirements. What’s more, even before the bills have been issued, the challenges of implementing the systems must first be overcome; a hurdle at which utilities have repeatedly fallen in recent years.

In considering systems for the competitive market it will be essential for water companies, and new entrants in particular, to strike a fine balance; between keeping operating costs to a minimum whilst also ensuring that customers are happy and the regulator remains supportive. Costly mistakes therefore, must be avoided; investment in systems must be ‘right first time’ and must enable efficiency rather than impede it.

Proven, Scalable and Innovative

In the water industry, Echo’s RapidXtra billing and customer information system has a formidable track record of smooth implementations, on time and to budget, and of reliable and accurate billing cycles. It also has a growing base of smaller, hosted clients which enjoy the same dependability and access to robust functionality as the bigger clients.

Andy Mack, Head of Software Development for Echo, describes the success factors for RapidXtra “Historically, reliability and accuracy have been the acknowledged strengths of the product. In recent years though, RapidXtra has become as much appreciated for its innovative functionality and its integration compatibility; being just as effective within so many different environments and systems. It’s now an essential part of our strategy to deliver this flexibility and innovation in a competitive water market.”

With seven water companies currently using the system, Echo’s investment in R&D is supported by the input and collaboration from within its customer case. This means improvements can be delivered quicker and RapidXtra’s customers can react and take advantage of market changes faster. The crucial advantage of RapidXtra is in the way in which new water specific functionality is developed and subsequently the efficiencies it enables.

Andy Mack explains “We’re working with our clients to make sure we’re in a position to take advantage of competition. Some of the opportunities are already here and some may be years down the track, but we need to make sure we’re ready. If we’re adding value in this area, then we will make a major challenge much easier for our clients to overcome and to turn to their advantage.”

Robert Stait

Head of Marketing and Communications, Echo Managed Services

For more information, please visit www.echo-ms.com

19th November ……… Walsall based, Echo Managed Services is delighted to have been awarded a prestigious Silver PRide Award by the Chartered Institute of Public Relations (CIPR). The award is in recognition of Echo’s marketing campaign to launch its new Credit Intelligence solution, which offers a means for regulated industries to increase the power of their in-house customer data and dramatically improve debt collection performance.

The PRide Awards is the foremost awards scheme which showcases the best PR work being carried out across the UK and sets industry standards. Echo’s entry outlined the work carried out to promote its Credit Intelligence solution to UK water companies in 2008. The campaign was designed to raise awareness of Echo’s revenue management capabilities and generate leads for their new ‘Credit Intelligence’ revenue management service.

Echo’s win followed a rigorous judging process with a national panel of industry experts. Commenting on Echo’s entry, the judges said “Starting from a very low awareness amongst its potential clients the campaign delivered significant measurable results… …it quickly established Echo within its target environment. New clients and a sales pipeline are just two matrices to show the campaign delivered its objectives.”

Melissa Page, Chair of CIPR Midlands, said: “To win a CIPR PRide Award is a tremendous achievement.  This year’s winners really do have something to shout about, having faced the highest number of entries and stiffest competition ever.  A CIPR PRide Award is a hallmark of professionalism and success, marking the best in our profession out from the crowd.”

Robert Stait, Echo’s Head of Marketing and Communication commented “Achieving this industry recognition as we market our Credit Intelligence Solution to UK Water companies demonstrates that this is a service generating a high level of interest among our customers. The next phase in this ongoing campaign takes place in the new year when Echo will be hosting its second water industry debt workshop which will focus on the use of customer data in collections.”

You can find out more about Echo’s Credit Intelligence Services at www.echo-ms.com 
-ends-

Picture Caption: Kate Booth (Centre) and Laura Deakin (Right) from Echo Marketing accepting the CIPR Award on behalf of Echo

Notes to Editors
For more information or interviews please contact
Kate Booth 
01922 728721  
katebooth@echo-ms.com 
07814 235 580 

Echo Managed Services
Echo provides customer process management services for UK and Ireland regulated organisations. A wholly owned subsidiary of South Staffordshire Plc, it has around 450 employees across service centres in Northern Ireland and the Midlands. Echo’s customer process management services encompass multi-channel contact management, revenue management, billing software and consultancy services.

Echo provides services for the following UK water companies:

• Severn Trent Water
• South West Water
• Northern Ireland Water
• Wessex Water 
• Bristol Water 
• South Staffordshire Water
• Hartlepool Water
  

Echo is delighted to announce it has successfully achieved ISO 14001 certification. ISO 14001 status acknowledges that Echo has a responsibility for, and a commitment to, the protection of the environment at all levels. This recognises Echo’s ability to minimise its environmental impact whilst maintaining profitability.

ISO 14001 is an internationally accepted standard that helps Echo to put in place an effective Environmental Management System. This certification recognises Echo's awareness of environmental issues and its performance in addressing them. As part of this initiative Echo has undertaken the following:

• The development of an environmental policy and environmental objectives, taking into account such things as legislative requirements
• Ensuring all employees are aware of the policy and their responsibilities to the environment
• Implemented a policy of purchasing products that are environmentally friendly, reusable, recyclable and do not damage the environment

BSI auditor Stacey Galway stressed how impressed she was with the level of commitment and enthusiasm Echo showed and commented that “Echo displayed evidence of noteworthy good practice at this visit in relation to facilities management, monitoring and measuring and the level of understanding and awareness of staff. The system is well implemented and very mature for this stage of the assessment process.”

ENDS

Notes to Editors:

For more information, contact Robert Stait, Head of Marketing and Communications, on 0845 12 12 122 or email                                      robertstait@echo-ms.com 

In brief, Echo’s customer process management services encompass the following:
• Multi-channel contact management
• Credit intelligence and collection
• Billing software
• Consultancy

To explain who we are, it’s first helpful to understand why regulated organisations choose Echo; and why they choose us over other, bigger-brand service providers.

Well, we’re a little different. For a start we have a unique focus on regulated sectors; our people, our structures and our services are all designed specifically for the needs of utilities and public sector organisations. Complementing sector knowledge is a commitment to innovation; meaning that our recruitment, our R&D spend and our year-to-year business plans are all designed to ensure we continually improve quality and release savings for our clients. Finally, providing the foundation for Echo’s business is a stable financial structure; enabling us to make long-term commitments and to invest in development.

The result is a growing list of successful relationships built over time and forged through mutual benefit. Our track record of smooth implementations, specialist consultancy and market leading customer process management are testament to Echo’s unique status as a trusted partner to regulated organisations.

Find out more about the work we do at http://www.echo-ms.com

19th November ………The Echo Managed Services team in Walsall rose to the challenge and did something different when they raised over £1,400 for Children in Need on Friday 14th November – they even had a surprise visit from Pudsey himself!

Without doubt, the highlight of the day was when staff got the opportunity to send their managers to the stocks! Staff queued up with their £5 for the chance to give their managers a good soaking!

The team also got into the fundraising spirit by dressing as cowboys and Indians and holding a rodeo competition. Other activities included a bake sale and a variety of quizzes and competitions. There was plenty of fun for everyone, including the children at the onsite Busy Bees nursery who took part in a colouring competition and shared a cuddle with Pudsey!

Echo managing director Phil Newland said “This was our biggest Children in Need to date and I am delighted that our teams in the Midlands and Northern Ireland have raised over £1,400 for such a worthy cause.”

-ends-
 
Notes to Editors
For more information or interviews please contact
Kate Booth 
01922 728721  
katebooth@echo-ms.com 
07814 235 580 

Echo Managed Services
Echo provides customer process management services for UK and Ireland regulated organisations. A wholly owned subsidiary of South Staffordshire Plc, it has around 450 employees across service centres in Northern Ireland and the Midlands. Echo’s customer process management services encompass multi-channel contact management, revenue management, billing software and consultancy services.
Echo provides services for the following UK water companies:
• Severn Trent Water
• South West Water
• Northern Ireland Water
• Wessex Water 
• Bristol Water 
• South Staffordshire Water
• Hartlepool Water

The Echo Managed Services team created a huge stir when they joined in the World’s Biggest Coffee Morning on Friday 26th September and raised £895 for Macmillan Cancer Support. The sum raised by staff will be matched by the company resulting in a grand total of £1,790.44 being donated to this worthy cause.

Walsall based Echo invited staff from all of its sites across the Midlands and Northern Ireland to participate in the event. Echo managing director Phil Newland said “This is the third year Echo has been involved with The World’s Biggest Coffee Morning and we are delighted to be able to match the funds raised by our teams. Every cake and cup of coffee at events like ours has helped to raise money for Macmillan to provide much needed support to people affected by cancer.”

 
Picture Caption:  ‘The Echo team dig in as the cakes prove impossible to resist!’

Ciarán Devane, Macmillan’s Chief Executive, said, ‘I’d like to say a massive thank you to Echo for taking part in the World’s Biggest Coffee Morning for Macmillan Cancer Support. You have helped us to improve the lives of more people affected by cancer.’

-ends-

For more information please contact:

Kate Booth 
01922 728721  
katebooth@echo-ms.com 
07814 235 580 

Annual billing is a hugely significant time of year for the water industry with around 50% of customers receiving their bills at the same time. It represents an opportunity for water companies to generate income and cash-flow early in the reporting year. The shear volume of bills and subsequent contacts which are handled also account for a large proportion of water companies’ performance against regulatory targets; especially on key measures such as DG6 and DG7.

Of crucial importance in the annual bill process is the accuracy of the bills. Reports from EnergyWatch and surveys by the likes of MoneySupermarket.com have highlighted the extent of the issue in the gas and electricity sectors and the damage that inaccurate bills can do to household budgets and customer relationships.

It’s no different for the water industry. In a time of increasing affordability issues for customers and greater regulatory scrutiny for water companies, accurate bills are a top priority. Getting customer charges right ensures that complaints are minimised and vulnerable customers are not faced with unnecessary difficulties.

Given the specialist nature of the services which it provides, these challenges always provide an opportunity for Echo Managed Services to excel. This year Echo again issued accurate bills for its water company clients, handled expertly the subsequent contacts and commenced collection activities effectively and efficiently; all in all a straightforward story of reliability and dependability. Look under the surface though, and some remarkable achievements are uncovered.

Echo’s RapidXtra billing and customer care system delivered a successful cycle of 2008 bill processes for all its water customers, as it does year after year. However, this year also saw RapidXtra improve on its already impressive track record of reliable, quick and accurate billing runs. The system, used by seven of the UK’s water companies set new records in turnaround time for the billing process; even with four companies completing the process over the same weekend!

This year was on average around 15% quicker, saving as much as 1.5 hours for the larger customers and reducing the entire process down to around 30 minutes for the smaller companies. The team at Echo can be extremely proud of RapidXtra’s performance; made all the more remarkable given the critical and highly sensitive function for which system is responsible. Aside from the direct benefits of this performance, keeping downtime to an absolute minimum is also of crucial importance for operational and ‘field’ related work. The sooner these requirements can be handled the earlier that jobs and problems will get fixed.

Mike Butt, Systems Administration Manager for Wessex Water, commented that “RapidXtra ran our annual billing cycle successfully again, in record time and without any problems. We’ve come to rely on this level of performance and we’re delighted that such an important part of our infrastructure is so consistent and accurate, and yet also continues to deliver performance improvements.”

The annual billing success comes on the back of another successful year in which important customers, such as Wessex Water, Bristol Water and Hartlepool Water, have all increased their investment and commitment to the product and its ongoing development roadmap. RapidXtra’s highlights over the last twelve months have also included each of its water customers standardising on RapidXtra OA; the enhanced web based platform which delivers greater accessibility, increased flexibility and faster response times.

Andy Mack, Head of Software Development for Echo, remarked that “Historically, reliability and accuracy have been the acknowledged strengths of the product. In recent years though RapidXtra has become as much appreciated for its speed, innovative functionality and its integration compatibility; being just as effective within so many different environments and systems.”

It may be no more than paying water customers expect but, for Echo’s client’s, annual billing 2008 has been a success. One of the first major hurdles in the year has been cleared with customer reputation and relations in tact; Echo’s clients are now ready to face whatever other challenges the year ahead may present.

ENDS

Notes to Editors:
For more information, please contact Robert Stait on 07816 323804 or at robertstait@echo-ms.com

Echo Managed Services
Echo provides customer process management services for UK and Ireland regulated organisations. A wholly owned subsidiary of South Staffordshire Plc, it has around 450 employees across service centres in Northern Ireland and the Midlands. Echo’s customer process management services encompass multi-channel contact management, revenue management, billing software and consultancy services.

Echo provides services for the following UK water companies:

• Severn Trent Water
• South West Water
• Northern Ireland Water
• Wessex Water 
• Bristol Water 
• South Staffordshire Water
• Hartlepool Water

16th August, 2007

With just 45,000 customers Hartlepool Water, as part of Anglian Water Services Ltd, is one of the UK’s smaller water companies. Despite its size, Hartlepool must still adhere to the same regulated standards and measures as those for all UK water companies, some of whom are amongst the biggest organisations in the UK and over 100 times the size of Hartlepool. This poses some unique management challenges. In essence, Hartlepool has much the same system requirements as any water company because it performs the same public service functions. However, it has a fraction of the resources and budget at its disposal.

Hartlepool needed to find innovative ways of using technology to deliver and maintain an excellent water service in a manner which is affordable, reliable and predictable. Working with Echo Managed Services, the UK water industry specialist in customer process management, Hartlepool has switched its core RapidXtra customer information system (CIS) from an onsite installed application to an upgraded, hosted and fully managed service.

Kevin Ensell, Water Operations Manager for Hartlepool Water, commented “We’ve delivered a step change in system performance by working with Echo and moving to a hosted solution. Activities like annual billing, which may previously have taken us 36 hours to complete, we can do in less than a tenth of the time; month end cash reporting used to take anything up to four and a half hours and we now do it in around four minutes.”

The fully managed, hosted solution enables Hartlepool to invest in its core technology through predictable instalments. Things like upgrades, server maintenance and data management, which would have previously required committing to periodic internal investments, are now all part of the service. In this way Hartlepool is getting faster, more affordable and more reliable software with guaranteed availability and support.

Kevin Ensell explains the benefit of the different financial model “The hosting solution provided by Echo has enabled Hartlepool to focus key internal resources on other areas of our service provision. In addition to a major improvement in performance, we can now also see predictable and manageable costs, enabling us to plan and allocate our technology budget better.”

Having purchased its billing system in 1998, fundamentally Hartlepool was happy with its RapidXtra water CIS. As a scalable system designed specifically for UK water companies, the capability and functionality of RapidXtra is perfectly suited to Hartlepool’s needs. However, nine years on, a move to an innovative hosted solution has reduced risk and released the savings, performance improvements and resilience that Hartlepool now needs.

As one of the most critical elements in Hartlepool’s IT infrastructure, it was essential that the billing and customer care systems be safeguarded in any change to IT architecture. Working with Echo’s billing specialists ensured that Hartlepool’s transition to a hosted RapidXtra solution not only delivered reduced risk and measurable cost, time and resource savings, but also that the whole thing happened without a moment’s disruption to service.

For more information, contact Robert Stait, Head of Marketing and Communications, on 0845 12 12 122 or by email

Echo Managed Services, Green Lane, Walsall, WS2 7PD

UK, West Midlands. 12th July, 2007

Echo is pleased to announce that Nigel Lloyd will be joining the company as Finance and Commercial Director. Nigel brings substantial board level experience gained in technology and telecoms companies. His background in Finance and Commercial Director roles includes a track record of achievements in business planning, expansion planning, contract negotiation and financial control.

Phil Newland, Managing Director, explains the appointment “We are delighted that, in Nigel, we have somebody who will help build on the changes and the progress Echo has made in recent years. I believe that in Nigel we have the right successor and somebody that shares with the rest of the board a clear, positive vision for the company.”

After more than six years of service, outgoing Director Paul Bird is handing over the reins of ‘Finance and Commercial’ responsibility. In the meantime, Nigel and Paul will work together for a period to ensure that continuity is maintained.

For more information, contact Robert Stait, Head of Marketing and Communications, on 0845 12 12 122 or by email

Echo Managed Services, Green Lane, Walsall, WS2 7PD

UK, West Midlands. 12th July, 2007

Echo Managed Services announces the launch of its new company website. The timing of the launch coincides with a period of increasing recruitment requirements for the Walsall based company, who are specialists in customer contact management and billing systems for the UK water industry.

Phil Newland, Managing Director, explains “Echo is a very different company today to that of three or four years ago. The market focus, customers and strategy that we have now represent the culmination of over a decade's evolution and development. More recently, Echo has responded to significant growth by transforming the business structure and strategy. This has included strengthening the management team with new appointments and a major ongoing recruitment drive over the past few months for positions across the business.”

The changes and rapid growth at Echo in recent years meant the old website was becoming out of step with the evolution of the business. Robert Stait, Head of Marketing for Echo, commented “The new website is a huge improvement and now accurately portrays to our potential new recruits a strong company brand, positions our strategy clearly and describes our vision as it is today.”

For vacancies at any of Echo’s software development and customer contact management sites, please visit:

http://www.echomanagedservices.com/careers/vacancies.aspx

18th June, 2007

Echo Managed Services has enhanced its customer information system, RapidXtra, with a significant investment in .net web self-service technology. The software enhancement is part of Echo’s ongoing commitment to find new ways to improve the customer experience for its water company clients. The web developments offer more choice for water customers, providing greater convenience, improved response times and delivering more capabilities to online interaction.

The addition of extra capabilities at the web front-end completes RapidXtra’s suite of end-to-end billing functionality. The enhancements will enable customers to view real-time account information and to complete, online, simple activities such as: viewing account history; accessing previous bill images; seeing how meter readings impact on bill amounts; or, reporting faults.

Phil Newland, Managing Director of Echo, explains the significance “Echo has for some time been at the forefront of web billing technology. Our RapidXtra system already enables web interfaces and online transactions for our clients, but these enhancements extend our service capability to the interface itself, delivering real-time, two-way account communication for the customer.”

“One of the advantages of our unique position, as a company providing both water customer services and water customer information systems, is that we can call on our own direct experience of delivering first class front-end services, as we develop our RapidXtra software product. As a result, we have a privileged insight into how best to improve on the web services delivered to water customers. This means we can make sure we’re always maximising the availability of choice and increasing the speed and accuracy of interactions.”

Customer experience expectations have changed radically in recent years... Find out more.

14th February, 2007

A Walsall business made Valentine’s Day a date to remember for heart patients by giving the gift of time to support the British Heart Foundation’s Valentine Appeal.

Staff at Echo Managed Services in Walsall employed a ‘Secret Cupid’ to deliver their Valentine a message.

Each message cost £1 and was attached to a helium balloon. Staff also wrote their very own love note to be in with a chance to win a prize.

Echo operations director Nigel Baker said: “We decided to support the Valentine Appeal after staff selected the BHF in one of our regular polls to nominate which charities we support.”

Jackie Skeel, Valentine Appeal Manager at BHF added: “Thanks to Echo Managed Services, the BHF will be able to care for even more heart patients and their families, whether in their homes or on the telephone.”

More information on the appeal is available at bhf.org.uk/valentine or by calling 0870 1265 295.

For more information Robert Stait, Head of Marketing and Communications, on 0845 12 12 122 or by email

Echo Managed Services, Green Lane, Walsall, WS2 7PD

South Staffs Plc played its part on the big night of Sport Relief 2006. 80 volunteers donated their expertise and their Saturday night to help take hundreds of calls from all around the UK on Sport Relief Saturday, 15th July.

Rebecca Chambers and Samantha Lloyd helped South Staffs take over £45,000 in donations. Face painting courtesy of Terri’s Face Painting

Employees, friends and family from South Staffs Plc answered 1687 calls and processed over £45,000 of Sports Relief donations using the call centre facilities of South Staff’s contact management company, Echo Managed Services.

With the support of a number of local organisations, extra fund raising and entertainment activities kept the evening fun packed for everyone involved and have so far raised over £400 from South Staffs and Echo employees. Sealed bid auctions, darts, skittles and football competitions included some fantastic donated prizes, such as: a personal training session with Don Goodman; tickets to Edgbaston Cricket Club; tickets to a Walsall FC home match; a two week free pass to Spirit Health & Leisure Club; a signed Aston Villa football; and, a signed West Bromwich Albion pennant.

Kay Taylor was one of the volunteers who helped South Staffs take over £45,000 in donations. Face painting courtesy of Terri’s Face Painting

To keep the fundraisers spirits up, entertainment was provided by: Magic 4 Hire; a beautician from Mobile Elegance offered free manicures; and, Terri from Terri’s Face Painting donated her artistic flair on the night.

For more information about Echo Managed Services please visit www.echo-ms.com, or contact:

Robert Stait
Head of Marketing and Communications
Echo Managed Services, Green Lane, Walsall, WS2 7PD
T: 01922 728 708
M: 07816 323 804
or email

180 jobs will be created in a new customer contact centre for Northern Ireland Water Service. The centre which will be based in Belfast will improve customer service, ensure quicker response times as well as handling all billing and account queries for the utility’s 760,000 customers here. 

The centre will be established and managed by the outsourcing and technology company Xansa, following the announcement that Crystal Alliance, the consortium of Xansa and its partners, Echo Managed Services and AMT-Sybex Ltd, have been awarded the seven year contract starting in January 2006. 

In addition to creating 180 additional jobs on top of the 70 staff currently employed in billing and enquiry services within the Water Service, the contract sets rigorous performance targets which will ensure industry leading standards of service. 

Water Service customers can expect fast local response to their enquiries, calls will be logged centrally and will be communicated to Water Service field staff directly, ensuring faults are diagnosed quickly and acted upon. Overall, consumers will experience a continuous improvement in the standards of service provided

Echo Appoints New Managing Director.

Phil Newland has been appointed Managing Director of Echo Managed Services. As a result of a strategic review, outgoing MD John Catling has decided the time is right to step aside and pursue other personal interests. John will be working with Phil over the coming weeks to ensure a smooth transition.

Echo's strategic review is a natural result of the progress and growth that it has produced over the last 18 months. A number of major contract wins, together with an encouraging number of major utility and government opportunities, mean that Echo is strengthening its foothold and capabilities in areas of proven success.

The Department for Regional Development Northern Ireland (DRD) has selected a Xansa-led consortium as the preferred bidder for provision of the new Department for Regional Development (DRD) Water Service customer billing and contacts system. Xansa's consortium includes Echo Managed Services and AMT-Sybex Ltd.

It is intended that the contract will be awarded to the consortium before the end of 2005, subject to completion of contractual agreements and other government purchasing approvals.

Following award of the contract, the successful bidder will become the private sector partner working with DRD Water Service on provision of "best in class" customer billing and relations management services over the next seven years. The contract sets performance targets which will ensure industry leading standards of service, fast local response to customer enquiries and continuous improvement in standards of service provided.

The implementation period will commence in January 2006 with full operation planned by April 2007. A new Customer Relations Centre for Water Service will be opened in April 2007, creating over 180 additional new jobs in the Belfast area.

In addition to replacing current non-domestic billing and customer enquiry systems, the new service will also be capable of delivering domestic bills under the proposed new charging arrangements to be introduced by Northern Ireland Water Limited when the Government owned Company is established in April 2007.

Product development and enhancement is key to RapidXtras’ continuing success – and the role out of RapidXtra Open Architecture is further proof of its commitment to supplying the utility sector with the best software around.

The new RapidXtra Open Architecture application has been developed to create an easy and ‘Open’ method of enquiring and updating RapidXtra. Specifically the new functionality will enable a comprehensive self-service strategy through such channels as the Internet or IVR.

RapidXtra Open Architecture enables a large number of business functions including:

• Meter reading maintenance

• Customer account enquires

• Customer change of address

• Payments

• Customer account maintenance

Product Development Director Phil Hutton said: “At Rapid we are continually improving our product offering and with RapidXtra Open Architecture we offer improved functionality and flexibility.”

Following a rigorous selection process, Walsall based Rapid Systems has been chosen by Celtic Anglian Water to supply its contact management, billing and revenue collection software.

Dublin based Celtic Anglian Water operates in the development of water and wastewater assets providing water supply, wastewater treatment, plant operation and maintenance services for both industrial and municipal clients.

The RapidXtra software is designed to manage the entire billing process from either the unmeasured bill or the initial meter reading through to final payment and if necessary debt collection. The software joins all points of billing contact with the customers and property into one system, allowing instant access for the customer service operators to any aspect of a customer’s record. RapidXtra, has good functionality including the ability to view the total indebtedness of any customer and excellent user operability.

Commenting on RapidXtra Tom Bower, Managing Director Celtic Anglian Water, said, “After a thorough selection exercise we have chosen the RapidXtra contact management, billing and revenue collection system to support our business requirements within the Republic of Ireland.  The system, including RapidXtra Open Architecture, will be used to manage all aspects of billing and customer service in relation to our commercial customers.  We chose RapidXtra for its proven track record and demonstrable ability to support our requirements both now and over the coming years.”

Echo Managed Services’ Nigel Baker, was named Outsourcing Professional of The Year by the National Outsourcing Association (NOA) at the annual awards ceremony held in central London.

Nigel, director of utility services for Echo, was recognised in particular for his work with South West Water at the award ceremony designed to celebrate and reward best practice in outsourcing.

Echo provides billing, contact centre and debt management solutions for South West Water, one of the UK’s largest water companies. Nigel was commended by the judges following the implementation of numerous operational improvements and organisational changes, resulting in direct and tangible benefits for the client

A panel of outsourcing experts evaluated entries based on a range of factors, looking for a person that delivered not only customer focused results, but that was seen to be pushing the industry to deliver high quality.

“We are thrilled with Nigel’s success” said John Catling, managing director, Echo Managed Services. “It is particularly pleasing that this award cited quality of service and operational excellence as winning criteria."