Scheduling and Metering Software

United Utilities (UU) is undertaking a review of its billing platform and future scope requirements. The purpose of this PME is to understand the capability and capacity of the scheduling and metering tools in the market in order to inform any future billing platform procurement strategy. Interested parties will be required to complete an NDA and attend a supplier session.

The objectives and requirements of scheduling and metering are outlined as below.

Objectives

1. Consolidate field operations into a single platform

Reduce fragmented tools and manual processes with one system managing all FMO, proactive and reactive jobs, from booking through to close.

2. Improve appointment efficiency

Reduce failed visits and wasted field resource through better pre-appointment information, skill-matched scheduling and real-time engineer comms.

3. Create end-to-end visibility across the meter lifecycle

Give operations, field teams and management a real-time view of jobs status, asset health and SLA performance - with automated workflows to support jeopardy scenarios.

4. Automate/ Improve payment and performance management

Reduce manual effort from third-party payment validation and processing by generating accurate, evidence-backed payment information.

Current metrics for appointments and installations:

1. Service Appointments, circa 1 million per year
2. Cancelled Appointment circa 170,000 per year
3. New Meter installations circa 215,000 per year
4. Cases Completed circa 500,000 per year

Key Requirements

M001 Planning & Scheduling

The ability to book, manage, and dispatch planned and reactive jobs across multiple appointment types (Eg installations, exchanges, meter reads, audits), with appointment optimisation performed against defined parameters. Including ability for customer to self-serve.

M002 Appointment Management

The capability to manage the complete appointment life cycle, from scheduling through completion, including proactive in day jeopardy identification and management. Including ability for customer to self-serve.

M003 Field Workforce Management

The ability to manage engineer availability, skills and real-time job status - including two-way comms with the handheld device in the field for multiple work types (Eg operative reinstatement and supervision).

M004 Asset & Meter Lifecycle

The ability to track a meter from installation through to decommission, including all activity, reads and changes against the asset record and the ability to manage asset health.

M005 Data & Billing Accuracy

The ability to ingest, validate and output meter read accuracy to support billing - and water demand initiatives.

M006 Third Party Management

The ability to manage contracted third parties within a single platform, with enforced data segregation and validated outpayments (E.g. automated reconciliation and exception management).

M007 Integrations & Automation

The ability to integrate with external systems (e.g. Billing, Street Works, video and photograph capture, handheld devices) and automatically automate scheduling, alerts and workflows based on configurable rules.

M008 Customer Management

The ability to manage customer cases, including complaints, enquiries, and operational issues, from initiation to resolution.

Data Location and Processing Restrictions

Interested Supplier should note: the mandatory requirement, that all personal data processed under this Contract is hosted, stored, accessed, and otherwise processed solely within the United Kingdom. No personal data shall be transferred, accessed, or processed outside the UK.

The Supplier shall implement and maintain appropriate technical and organisational measures to ensure compliance with this requirement and shall provide evidence of such measures upon request by the Company.

Next Steps

1. United Utilities will set up Meet the Supplier sessions. These will be held over 2 weeks, week commencing 11th May 2026 and 18th May 2026.
2. Prior to invitation to a Supplier session, all interested parties will be required to complete an NDA.
3. Upon receipt and acceptance of the NDA, supplier sessions will then be made available. These will be scheduled over a period of 2 weeks commencing 11th May 2026.