WARRINGTON, England, August 20 /PRNewswire/ -- United Utilities is investing a total of GBP30.3 million to provide a faster and more efficient service to customers. Part of this investment is in a state-of-the-art workforce management solution with IBM* (NYSE:IBM) and SAP.

Customer Services Director Brian Hurd said: "It is a highly sophisticated project with a simple objective - to ensure we get the right people to the right job at the right time.

"It has been designed to speed up our response to customers' problems, such as leaks or loss of supply, and is part of United Utilities' strategy to become a world class operator of utility infrastructure."

The system links the various operational arms of United Utilities and will provide real-time information on every job in progress.

From the moment a call is received by a customer service representative the problem is computer analysed and monitored through to its conclusion.

It will also plan and schedule future work to ensure the most efficient use of staff.

Mr Hurd added: "This is the first time such a project has taken place in the water industry and it will improve our reaction time and efficiency enormously.

"It will analyse everything we do and we will be able to see at a glance the progress on every job. Should anything start to fall behind schedule we will be alerted immediately and will be able to rectify the problem."

IBM has already begun work on designing and deploying the system which will be fully operational within the next six months.

John Granger, IBM's General Manager Global Business Services said: "We are working with United Utilities on this important project at a time when the efficiency and customer service delivered by utilities companies is high on the agenda. The partnership exemplifies IBM's commitment to working with Energy & Utility clients on projects that will bring about major changes in their business, working with them towards their vision for the future."

Nigel Trapp, Head of Utilities, SAP UKI said: "To support their business change, United Utilities needed a robust and wide-ranging workforce management solution. Together with IBM, we are working with United Utilities to roll-out SAP's industry-specific applications for Utilities across their business, from handling the initial telephone call at the call centre through to the mobile computers used by the field engineers."

*The agreement with IBM was signed at the end of 2007.

Notes to Editors:

Interviews with IBM available through Nilima Patwardhan, IBM Press Office: +44(0)20-7021-9191

Interviews with SAP available through Molly McDonagh, SAP Press Office: +44(0)20-8917-6287

We have Brian Hurd, Customer Services Director available for interview Wednesday 20th Aug, or Thursday 21st Aug Contact: Shaun Robinson, UU Press Office: +44(0)1925 237088