Defence Infrastructure Organisation Revolutionising accommodation maintenance services

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Amey’s adoption of TechSee, an innovative remote assistance tool, has revolutionised how Service families interact with engineers when reporting heating and boiler issues.

At a glance

  • 30% remote resolution success for heating/boiler issues at initial interaction.
  • Average response times reduced by 80%.
  • Enhanced safety for engineers and reduced carbon footprint by minimising travel.
  • Streamlined service delivery and improved operational effectiveness.
  • Prompt identification of serious issues.

Key metrics

  • 26%

    of customers, permanent heating restored

  • 34%

    of customers, temporary heating restored

  • 21%

    parts identified during customer calls for follow-on work

Introduced in November 2023 as part of Amey’s robust winter planning programme, TechSee enables customers to provide videos and images of their issue to Amey’s Gas Engineers who remotely assess the problem to either provide a remote resolution or to further diagnose the issue for a later engineer visit. This approach significantly reduces the time taken for engineers to identify and resolve the problem, and ensure families receive prompt solutions tailored to their needs.

Additionally, TechSee is enabling us to identify vulnerable families quickly, ensuring their needs are prioritised where required.

Reducing the number of engineer visits to homes through the adoption of TechSee means that engineers spend less time commuting and reduce the contracts’ carbon footprint. This not only contributes to environmental sustainability but also allows engineers to focus more time to tasks that require their expertise.

Post-winter, Amey continues to leverage this tool by addressing serious cases of damp and mould in properties alongside boiler maintenance. We are also looking at innovative ways we can incorporate TechSee into our Summer planning programme.

The deployment of TechSee enabled families to share videos and photos of their boiler issues.

What was the challenge?

Amey was tasked with enhancing service delivery effectiveness and customer satisfaction regarding heating and boiler issues in around 18,500 Service family homes over the 2023/2024 winter period, with a focus on innovation and service improvement. The aim was to address the inefficiencies in traditional maintenance approaches by introducing advanced solutions that enhanced the overall effectiveness and customer satisfaction. The deployment of TechSee enabled families to share videos and photos of their boiler issues. This enabled remote diagnostics and immediate problem resolution in 30% of cases, significantly improving the first-visit fix rate.

Additionally, Amey’s approach aimed to reduce the carbon footprint by minimising unnecessary travel, resulting in keeping the supply chain more localised. These initiatives not only met the contractual requirements but also exemplified Amey’s commitment to leveraging technology to provide superior service, enhancing the overall lived experience for Service families while promoting sustainability and operational efficiency.

The deployment of TechSee enabled families to share videos and photos of their boiler issues. This enabled remote diagnostics and immediate problem resolution in 30% of cases, significantly improving the first-visit fix rate.

The proactive approach sets a new standard ensuring that Service Families receive timely assistance and support.

How did Amey approach the problem?

Amey approached the problem by implementing a structured process within our Regional Customer Service Centre for handling customer calls reaching the team. Each call underwent triage through a specialised TechSee team dedicated to directing boiler and heating issues to our specialised Gas Engineers. Amey then leveraged TechSee’s visual assistance technology to identify root causes of heating/boiler issues. By integrating TechSee into our Regional Customer Service Centre, we empowered engineers to remotely assess problems and where appropriate guide customers through quick fixes via smartphone screens.

For more complex issues, engineers, supplied with insights from TechSee, arrived at the property equipped with the right parts and knowledge, ensuring a swift and effective resolution on the first visit.
This approach demonstrated Amey’s commitment to streamlining processes and prioritising urgent cases. This ensured each call was directed to the appropriate resource, minimising response times and maximising the utilisation of specialist Gas Engineers.

Additionally, Amey’s emphasis on providing a resolution or booking an engineer appointment demonstrates a dedication to prompt service delivery and customer convenience. The proactive approach sets a new standard ensuring that Service Families receive timely assistance and support.

The deployment of TechSee enabled families to share videos and photos of their boiler issues.

What was the outcome?

The outcome of implementing TechSee at Amey has been transformative, with measurable benefits to Service families. Through streamlined processes and remote troubleshooting capabilities, we achieved 80% reduction in average response times for heating and hot water outages. This not only improved operational effectiveness but also resulted in substantial time savings for both engineers and families. Additionally, our approach saved 81 engineer days, allowing resources to be reallocated to higher-priority tasks.

TechSee enabled the resolution of 2,817 heating issues over the winter period. The statistics demonstrate the significant impact of TechSee in enhancing service delivery, supporting families, and optimising resource utilisation.

A military man stood in front of an Amey personnel.
The outcome of implementing TechSee at Amey has been transformative, with measurable benefits to Service families.

Testimonials

Phil Kemp DIO’s Operations Director for the North

“The collaboration between all parties in delivering the plan was commendable, particularly the proactive approach to learning from past experiences. Incorporating lessons learnt from the previous year into their 2023/24 strategy was instrumental in enhancing service delivery.”

Tom Silvey, Amey’s Business Director Defence

“Amey’s success in delivering this year’s winter plan showcased the expertise of our people and their commitment to build on collaborative relationship with stakeholders. By focusing on continuous improvement and leveraging innovative technologies, Amey has met and exceeded expectations in ensuring the welfare of Service families over winter.”

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