Digital Transformation Award
Recognising the utilities embracing digital opportunities to operate more efficiently and effectively while delivering better outcomes for customers.
Digital Transformation Award
Recognising the utilities embracing digital opportunities to operate more efficiently and effectively while delivering better outcomes for customers.
Dŵr Cymru Welsh Water & Accenture
Customer Engage Programme
Welsh Water and Accenture have delivered one of the most significant digital transformations in the UK water sector - a complete migration from a legacy on-premise contact centre to a cloud-native, AI-powered platform in just eleven months. Replacing a fragmented Genesys environment with Amazon Connect, the programme went live in October 2025 supporting over 800 agents across voice, webchat, email and social channels. Generative AI and Agentic AI are now embedded in live operations, reducing handling times by 7.5% and transforming digital self-service. This is not a technology refresh. It is a fundamental reimagining of how a utility serves customers.
Elexon and Avanade
MHHS: Delivering the digital backbone of Britain's future
Elexon and Avanade delivered the central digital infrastructure underpinning Market-Wide Half-Hourly Settlement: a cloud-native, event-driven platform that has already processed more than one billion messages and provides a foundation for future market innovation.
Power NI
Better Together: Accelerating digital adoption through customer-led transformation
This initiative has transformed how Customer Experience (CX) and Digital teams work together within Power NI to identify customer needs, develop digital solutions and increase self-service adoption. By combining customer insight, digital innovation and data-driven decision making, the programme has improved key customer journeys, reduced avoidable customer contact and delivered measurable business benefits. Over the past 12 months, Better Together has embedded a culture of continuous digital improvement across the organisation, creating better outcomes for customers, colleagues and the business while supporting Power NI's long-term digital transformation strategy.
Severn Trent Water and Vyntelligence
Wet Well Cleansing: Video AI-Driven Pollution Prevention
Severn Trent Water and Vyntelligence have transformed wet well cleansing assurance by replacing photo-based records with a structured video assurance process, creating a robust digital audit trail and stronger operational insight. This enables timely review of work quality, provides visibility of suspension trends, and improves right first-time through a growing library of cleansed assets. By embedding Agentic AI, the programme automates third-party referrals, initially for Fat, Oil and Grease issues, enabling rapid remote triage and targeted investigations. Expanding across internal and contractor teams, this is driving consistency, reducing risk and transforming wet well maintenance into a proactive defence against pollution.
SP Energy Networks & Accenture
Mobility & Scheduling
SP Energy Networks’ Mobility & Scheduling programme is transforming how field work is planned, completed and reported across our licence areas in Scotland, England and Wales. Delivered with Accenture on Salesforce Field Service, it has replaced ageing devices, spreadsheets and phone-based dispatch with one real-time platform used by more than 3,000 colleagues and around 800 contractors. Daily safety risk assessments are up 37%, those left open beyond a day are down 49%, and work completed is up 10%. With £1.6m of legacy system savings already banked, it shows digital transformation delivering clear operational, safety and customer benefits.
SSEN Transmission
Transmission Network Digital Substation (TReNDS)
TReNDS, SSEN Transmission’s flagship digital substation programme, has made digital transformation operational. Fetteresso is now energised as a UK-first, standardised, interoperable, multi-vendor digital substation, designed, engineered and configured by SSEN Transmission engineers. By replacing traditional hard-wired complexity with IEC 61850 engineering libraries, reusable templates and cyber-secure digital communications, TReNDS is reducing panels, copper cables, drawings and commissioning effort. It is already shaping future sites, giving SSEN Transmission a scalable model to deliver network infrastructure faster, more efficiently and in support of the transition to net zero.
UK Power Networks
Constellation – Giving the Grid a Digital Voice
What if the grid could unlock 50% more capacity without digging a single trench? Constellation makes it possible. At £18 million, Constellation is one of UK Power Networks’ boldest steps yet, bringing AI-driven smart substations to the UK for the first time. The modernised infrastructure doesn’t just sit idle, it talks to each other, adapting in real time to optimise energy flow and dramatically boost network efficiency without costly reinforcement. Delivered in partnership with ABB, GE Vernova, Siemens and Vodafone, Constellation is a world-first in scale and ambition, designed to be replicable across the UK and beyond.
Water Direct
Water Direct Connect: Transforming Customer Response Through Digitalisation
Water Direct Connect is transforming how utilities support vulnerable customers during supply interruptions, replacing fragmented manual coordination with a live digital operating environment built for incident management. Developed by Water Direct through investment in specialist software capability, Connect links customer data, operational planners and courier networks to route, track and evidence doorstep deliveries. Southern Water provided an early real-world use case, demonstrating Connect's impact during complex live incidents. It has since scaled into BAU operations, supporting 317,344 homes with 98.8% delivery success in 12 months. In August 2026 alone it supported 105,173 deliveries - equivalent to it's entire 2024-25 volume.