Conceptualising the future delivery of customer and metering services


Icon Water


Service Design
User Research



Icon Water engaged Pragma to conceptualise the future delivery of its customer and metering services, with the goal of improving the end-to-end service for Canberra’s water and sewerage services. To achieve this, Pragma had to consider previous work for smaller sub-sections of Icon’s services and conduct further extensive user research.

Previous work completed by Icon was important because it provided a foundation for building the future delivery of customer and metering services. Pragma had to identify the strengths and weaknesses of the existing services and use this information to develop a concept for improving the overall service offering.

Incoming regulation changes drove the need to enhance the service offering. Pragma also had to address an outdated ecosystem, which only echoed the need for service enhancement. Pragma sought to understand the technology, processes, and people that were involved in delivering the services and identify areas for improvement.

Pragma worked with Icon Water to design a new service concept. The service design approach focused on understanding the requirements and current state of Icon Water’s complex environment, ranging from call centre staff to tradespeople out in the field. The goal was to identify key areas of improvement and create a Service Concept that could be easily understood by Icon Water.

To achieve this, Pragma reviewed existing studies, reports, and plans related to Icon Water’s infrastructure. This helped them to identify key areas where improvements could be made. Additionally, Pragma undertook user research with Icon Water representatives to gain a deep understanding of their needs and challenges. This involved extensive background desktop research, where a wealth of knowledge had been accumulated over many years.

The Service Concept was developed through a collaborative process, with Pragma working closely with Icon Water to validate the work as it progressed. This ensured that what was being produced met Icon Water’s needs and was aligned with their goals. The Service Concept was designed to be easily understood and implemented by Icon Water, with a focus on improving the customer experience and streamlining internal processes.

This work demonstrates the importance of a user-centred approach to service design. By working closely with Icon Water to gain a deep understanding of its needs and challenges, Pragma was able to design a Service Concept that met its specific requirements. The collaborative approach also ensured that Icon Water was fully engaged in the design process and able to provide feedback at every stage. The result was a Service Concept that was both effective and easily implementable, leading to improvements in customer satisfaction and internal efficiency.

The service concept provided a clear vision for the future of Icon Water’s service, and the funding approval ensures that the necessary resources are available to make the necessary improvements. By identifying key scenarios, themes, and opportunities, Pragma was able to develop a comprehensive strategy that addressed the complex landscape of Icon Water’s service. The end-to-end customer journeys provided a clear roadmap for improvement, while the design principles and elements helped to identify potential requirements of the service.

The result was a service concept that was easily understandable, future-proofed, and approved for funding, providing Icon Water with a clear path forward for improving their service.



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