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Fit for Future

Utilities | Organisational Development

Growth Needs Assessment

Journey 4 was contracted by Amey Utilities to lead the organisational development as part of the transformation of the £60m pa Severn Trent wastewater services contract. Key elements included:

  • Capacity and capability
    • Identify employee capability and capacity required
    • Assess current employee capability and capacity
    • Quantify the gap between the current and future state and the scale of the change
  • Organisation and job design
    • Develop preferred organisational design 
    • Assess current organisational design and job design
    • Quantify the gap between the current and future state and the scale of the change 
  • Reward and recognition
    • Determine the people systems and processes that will be required to support the preferred organisational design, (including training and development)
    • Assess current people systems and processes

Our Approach

We worked closely with the HR Business Partner to review the HR function, design and processes on the contract. We completed a thorough review of the organisational design, referring to Amey’s corporate design standards andworkforce planning data, before designing and implementing a new organisational structure to deliver improved customer experience. We consulted with all stakeholders, including Severn Trent and supply chain partners.

We advised the Business Director and HR Business Partner on the design and implementation of an improved performance management process, including aligning personal objectives with the business objectives and implementing a 3-stage performance appraisal process. In addition, we introduced an improved internal communications process to cascade information throughout the organisation to improve employee relations. 

We identified a series of learning and development opportunities which we implemented across the organisation, including a continuous improvement training programme. Other training areas included health and safety, personal well-being, and commercial project management.  

Impact of our work

A summary of the added value that was realised throughout the PEC programme is as follows;

  • Customer Function established and Head of Customer Experience role created
  • Increased focus on Customer Experience achieved in readiness for Amp7
  • Employee involvement across all functions and levels including new communities such as the Leadership Forum, working groups and focus groups
  • Employee satisfaction for Health and Safety (95%), Customer Focus (79%), Engagement (79%) all above Utilities average
  • Employee Engagement score maintained at 79%, despite significant organisational change