Water companies that we work with generally talk about their ideal work mix being 50% reactive and 50% planned work. In our experience when we evaluate the business we normally find at least 75% and sometimes up to 95% reactive work.
Delivering reactive maintenance is 3 to 4 times more expensive than delivering planned maintenance. Part of our program is to divert effort that is spent on reactive work to planned work to deliver better services and value for money.
We were asked to conduct a review of a water company with 80 field staff. Among other improvements, a key finding from the review was that they were only achieving a 32% first-time fix rate.
Through our recommendations for changes in their processes we increased their first-time fix rate to 70%. By implementing this change and improving other parts of their way of working we delivered to them $3M in annual savings.