Scottish Water, as part of its mandate to improve efficiency across the organisation, has been actively exploring innovative ways to modernise its operations and optimise resources. In line with a government-mandated shift to a 35-hour working week, the organisation was looking to find ways to work smarter, not harder, while maintaining the highest standards of service delivery.

Faced with inefficiencies in their manual water sampling process, Scottish Water sought a digital solution to improve accuracy, streamline operations, and align with their efficiency goals whilst improving the customer experience. Core Technology Systems (Core), a leading IT managed services provider, partnered with Scottish Water to deliver a proof of concept (POC) for a digital sampling system.

By leveraging the Agile methodology and close collaboration, Core not only addressed the immediate business needs, but also set a new standard for how projects can be delivered across Scottish Water and its ecosystem of suppliers.

Scottish Water's manual water sampling process, managed by the Scientific Services department, was identified as an area where digital transformation could provide significant efficiency improvements. Handwritten submission sheets often became illegible, leading to lost samples and disrupted workflows. Recognising the need for modernisation, Scottish Water initially embarked on a project using a traditional Waterfall methodology. However, the approach led to misaligned milestones, confusion in invoicing, and project delays.

Core collaborated with Scottish Water to transition the project from a Waterfall to an Agile delivery methodology, a shift championed by Scottish Water's transformation team and led by Core's project management team. The Agile approach fostered iterative development, enabling the team to adapt to challenges and maintain project momentum.

The proof of concept, a SharePoint-based portal with third-party integrations, transforms the water sampling process by:

• Allowing customers to log, track, and receive updates on water samples via an online portal
• Providing transparent pricing for services; and
• Seamlessly integrating with LIMS for accurate sample tracking.
  
  

Despite initial resistance, and concerns about changing project methodologies, Core's collaborative approach, paired with Scottish Water's openness to change for the success of the project, ensured a smooth transition and momentum for the project. Core's Agile backlog management and dynamic sprint planning addressed blockers and prioritised critical tasks, keeping the project on track

The shift to Agile methodologies and Core’s innovative solution delivers significant benefits, including:

• Efficiency Gains: The digital sampling system is designed to replace manual processes, eliminating errors and reducing delays, once live in production. 
• Cost Savings: Core's competitively priced proof of concept, provided a high-value alternative to a high-cost solution proposed by competitors. Future phases are expected to remain cost-effective. 
• Customer Experience: The solution is designed to also improve the transparency and efficiency of sampling processes for customers, as demand is expected to grow in coming years.
• Cultural Shift: Agile practices introduced greater transparency, enhanced team communication, and improved project management across Scottish Water.
• Industry Recognition: Core’s success has positioned the POC as a model project, prompting Scottish Water to invite Core to present at their Community Practice Meeting, showcasing Core’s expertise and collaborative approach to all Scottish Water project managers, internal stakeholders, and supplier PMs.
  
  

Fiona Bond, Digital Contract Manager at Scottish Water, praised the collaboration, saying:

"Core's agile approach turned a challenging project into a success. The flexibility and teamwork demonstrated by the Core team were game-changing for our delivery process."

Pierrick Chevreux, Transformation Delivery Lead and a key advocate for Agile practices at Scottish Water, highlighted the impact:

"This project proves that with the right methodologies and partnership, even longstanding challenges can be addressed effectively. The benefits extend beyond this project, reshaping how we approach digital delivery. One of the key enablers of change and success, was Core making us feel comfortable to be open and honest about any challenges we had, and working together to address them. It was a true collaborative approach, and Core made it a more enjoyable and easier process." 

Core's partnership with Scottish Water exemplifies how collaboration, expert guidance, and Agile methodologies can transform project outcomes. By addressing inefficiencies and embracing flexibility, Scottish Water not only has a proof of concept for how to improve its water sampling processes  and customer experience, but also set a new benchmark for project delivery in its digital transformation journey.

The project not only addresses the immediate operational challenges , but also demonstrated how transitioning to agile methodologies could drive better outcomes and enable Scottish Water to deliver on their mandate. This project has since been recognised internally at Scottish Water as a model of success, with Core invited to present its best practice Agile approach and project turnaround at Scottish Water’s Community Practice Meeting, showcasing its impact to all internal project managers and external suppliers.

This proof of concept is a testament to the power of Core’s agile project management, proving that the right service provider can turn challenges into opportunities for innovation and growth.