Fastflow Pipeline Services

Company Profile

2 Fastflow Pipeline Services

Over 90%use of trenchlessmethods for mainsrenewal & rehabilitation

70% of our work is

designed in-house

5,000km of mains rehabilitation

works completedCompleted over

£300m of water industry works since formation

Fastflow Pipeline Services provides a comprehensive range of utility infrastructure services covering all aspects of pipeline networks including investigation, design, planning, infrastructure maintenance, mains rehabilitation, new connections, metering and repairs.

Our specialist team fully understands the challenges faced by water companies in delivering water supplies, on demand, to domestic and business users.

Every day we help clients to achieve good water management through the use of trenchless technology, a fully computerised work management system and our award winning trunk mains cleaning process.

Each of these has been carefully developed to meet clients’ varying needs in the regulatory environment in which they operate. Throughout our activities we emphasise that customer satisfaction is a primary aim and relationships are as important as technical achievement.

Fastflow Group UK locations and water company geographical areas

3www.fastflow.co.uk 3

As a specialist water infrastructure services provider with over twenty -five years’ experience in the UK water sector, FPS works in dynamic and productive partnerships with water industry clients.

Since it started operating in early 1992, FPS has completed over £300m of water industry infrastructure works for a variety of water companies including over 5,000km of mains rehabilitation works.

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4 Fastflow Pipeline Services

Customer care and client awareness is at the heart of our business ethos. All our employees are trained to provide best-in-class customer care and our systems are designed to assess, deliver, monitor and review our customer care performance.Our expert teams take the time to understand the needs, aspirations and concerns of our clients, their customers and others involved in the water industry. We have tailored our Customer Satisfaction Code of Conduct to meet these needs. Our proven philosophy is simple yet effective:• Ability– fully trained, experience and capable

staff complete the work right first time• Awareness – well-informed and knowledgeable

teams are able to make informed decisions and provide accurate information to customers

• Application – we carry out our work in a committed, professional manner and provide value for money. This minimises disruption and impact on the environment, and delivers services in a highly efficient and effective way.

• Attitude – our positive reputation has been gained by our courteous and empathetic staff with a problem-solving and caring attitude.

Fastflow Pipeline Services constructs, maintains and repairs water pipelines, network equipment and water meters.

The UK’s water industry is tightly regulated and customer-focused. At FPS, we understand the requirements of the water companies and the constraints under which they operate.

We work closely in partnership with our clients to support them in delivering the best possible service to their customers.

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FPS provides a comprehensive suite of services to its water industry clientsDesignandbuildFPS has over 25 years of experience of working on diverse potable and waste-water projects across the UK. We have the in-house planning, design and engineering resources to deliver end-to-end solutions for new water mains as well as mains rehabilitation, renewal and cleaning – including civil engineering requirements.

MainsrehabilitationandrenewalWe put real emphasis on reducing our environmental impact when working on all projects. Through a process of thorough investigation, design and planning, we fulfil around 90% of our pipeline renewal or rehabilitation contracts using trenchless techniques. These include directional drilling, polymeric lining and hydraulic pipe bursting.

RepairsandmaintenanceRepair and maintenance is a vital part of any water asset owning business operation – ensuring that leaks are minimised and customers receive a safe and continuous supply of clean drinking water. Each year we carry out some 18,000 repair and maintenance jobs across the networks, using dedicated teams accustomed to delivering a rapid and efficient response to leaks and damage.

NewconnectionsWe understand that new connections are a critical part of the construction process on domestic and commercial developments. As a result, we are fully committed to delivering water connections on schedule and to specification - first time. Through considerable investment in processes, systems and training, we also achieved Lloyds accreditation (WIRS) in 2006.

MeteringWith large numbers of customers requesting or requiring new water meters, we have dedicated surveying and metering teams capable of carrying out all installation requirements. These range from meters for single domestic dwellings to installations for large industrial factories or commercial parks. We carry out approximately 8,000 meter surveys and 7,000 installations per year.

ReinstatementEnsuring all works relating to water repairs carried out on footpaths and highways are completed to a competent standard is vital for the reputation of any water company. Each year we carry out around 45,000 black top and white top reinstatements – including some 13,000 third party reinstatements.

IncidentsupportWe keep teams on standby around the clock to support any incidents in relation to the water network. Our in-house call handing team, ready to respond 365 days a year. During any incident this centre ensures full liaison with all relevant parties, such as local authorities, fire, land owners and other utility companies. This helps ensure a co-ordinated and systematic approach, ensuring swift problem resolution.

Fastflow Pipeline Services holds national accreditations including ISO9001, ISO14001 and OHSAS18001. FPS is an Achilles-registered supplier and holds Lloyds Register partial WIRS registration. It is a member of the British Safety Council and National Joint Utilities Group (NJUG) and has achieved CEMARS emissions reduction certification.

These accreditations and memberships mean that clients have complete confidence in FPS to deliver projects safely, with minimum impact on the environment and to the highest quality standards.

QMS 25951

OHS 595298

EMS 538557

Founded in 1991, FPS was formed to deliver water infrastructure services across the UK. It has developed a proven reputation for providing a comprehensive, professional service to the water industry.

Our case studies illustrate the services that we provide. These are projects that we have recently delivered and they illustrate our ability to provide high quality services for our clients and their customers.

Fastflow Pipeline Services12 Parsons RoadParsons Industrial EstateWashingtonTyne and WearNE37 1HB

Tel: 0191 415 7744

www.fastflow.co.uk

Fastflow delivers 37,000 individual jobs each year on its Northumbrian Water short cycle minor works contract. This includes many reactive repair and maintenance call outs alongside planned meter services and third party backfill and reinstatement support.

This diverse range of work activities and varied working environments, ranging from the public highway to customers’ private property, presented a unique set of challenges to the contract management team:

• Getting a suitably skilled team to site quickly to assess the situation and commence work

• Issuing job information to teams on the road, rather than them having to come back to the office between each job

• Prompt transfer of information from site to the office, where it is processed and sent onto Northumbrian Water

• Obtaining real-time updates from site to give our customers the information they need.

Although our performance was highly commended by our clients, we were experiencing these challenges on a number of our contracts across the Fastflow group. We realised that we could improve our performance and provide an even better service to our clients and customers.

Case Study:Managing performance using CAMS

Contract Administration and Management System (CAMS) enhances performance and delivers measurable benefits on Fasflow’s Northumbrian Water contract

SolutionOur management and technical teams put their heads together to fully understand the current situation and to devise a range of possible solutions. Considering a combination of IT systems, mobile PDA technology and changes to work processes, the project team undertook detailed research and trialling before determining the best system.

The Contract Administration and Management System, CAMS, was implemented on our Northumbrian Water contract in 2009. CAMS is an end-to-end works tracking system that is fully integrated with field mobile technology (PDAs).

FeaturesThe system is modular, with programmes for planning, job management and noticing, allowing us to tailor the system to best meet the needs of each client and contract. A key factor in choosing CAMS was its capability to interface with client IT systems, providing seamless data transfer and real-time updates.

Further benefits of the system are its ability to provide asset condition and location data, improved customer experience and faster response times to site. Our DG3 Supply Interruptions performance will be better managed using the real-time information and status tracker on CAMS.

Health and safety audits can be carried out using the PDAs. This means that audit results can be transferred immediately from site to our office where they are collated and analysed. Time taken to reporting the audit results is much faster than the previous paper-based system and the electronic records can be stored and processed more easily.

ResultsSince the implementation of CAMS we have seen a range of benefits for our business, our clients and our customers:

▪ Electronic data transfer has led to a 73% reduction in internal paper based transactions

▪ 98.4% reduction in our potential financial exposure to Fixed Penalty Notices under the Traffic Management Act 2004

▪ Improved customer response times for reactive workstreams

▪ 95% reduction in the time taken to transfer meter installation information from site to the Northumbrian Water billing team from 21 days to one day

▪ Direct access to works management information such as planned dates, job status, site photographs. This gives the customer service team up to date information to give to customers at the first point of contact and to proactively update the customer during ongoing enquiries

▪ Pre-site, during works and post-completion photographs generate increased accountability leading to improved quality of workmanship.

Greenock lies 25 miles to the west of Glasgow and is a densely populated, historical coastal town. Parts of its water network are now 90 to 110 years old, presenting a particular challenge to our engineers working on this mains rehabilitation project. FPS spray lined 30km of 3” to 18” water mains with polyurethane (PU) resin to protect the pipes and prolong their lifespan.

As well as the age of the pipes, the complex urban environment raised numerous operational challenges including:

• Technical issues of tuberculation and hard internal chemical deposits

• Inaccurate pipeline records

• Working on and around main arterial road ways

• Sites of archaeological interest

• Many and varied stakeholders involved in the works.

FPS worked closely with Scottish Water to meticulously plan the works to ensure the project progressed smoothly and on schedule. We utilised our ISO 9001 accredited quality management system to deliver the projectinlinewiththespecification,andISO14001andOHSAS18001 accredited environmental and health and safety management systems to control and manage the operations.

Case Study:Spray lining water mains for Scottish Water in GreenockFPS rehabilitates an ageing water network for Scottish Water in the ultra-urban environment of Greenock using innovative spray lining techniques

Managing stakeholdersA major part of the planning process was identifying the numerous stakeholders affected by the works. Stakeholders included:

• Three Highways Authorities

• Inverclyde Council and Glasgow City Council

• Two private housing associations

• Major bus route providers, train stations and crossings

• Major shopping precinct

• Numerous commercial and retail premises

• 30,000 residents directly affected.

We developed a detailed stakeholder management plan in collaboration with Scottish Water. We asked stakeholders about their needs, going to see them face-to-face or contacting them byphone,mail,leafletdroporinformationboards.This information enabled us to plan the works around factors such as key events, sensitive customer needs and emergency service routes.

Our team is committed to providing excellent customer service and they liaised with stakeholders throughout the project. Customer enquiries were dealt with quickly and competently by our full-time customer service technician who was based on site. We monitor customer feedback on all projects to ensure we are delivering the levels of service to which we aspire.

Planning and managing for success The complex nature of the geography required careful up-front planning for street works, road closures,accessarrangementsandtrafficmanagement. Our team worked closely with Scottish Water to devise a robust programme of advanced noticing, obtaining planning consents and land notices, key milestones and critical path activities.

The works were closely coordination and resource allocation was thoroughly planned and executed. We planned for optimum resource utilisation, smoothing out the any peaks and troughs of demand where possible.

We used 96% trenchless techniques on this scheme for Greenock, minimising disruption for customers, road users and other project stakeholders. Detailed shut-off planning was carriedoutinadvanceandconfirmedonsiteusinglaptops with remote access to Scottish Water’s GIS planning system.

Riskswereidentifiedatthestartoftheprojectandmitigation measures put in place. This minimised the chance of any incidents occurring and enabled us to deliver the scheme on time and on budget. There were some unexpected hurdles that we quicklyflaggedandmanagedeffectivelyintermsof both operational and commercial management.

ResultsOur expertise, experience and comprehensive understanding of Scottish Water’s key strategic objectives and KPIs led to a successful project. Our delivery model ensured that the client’s programme:

▪ Was delivered with excellent HSEQ standards

▪ Metrequiredstandards,specificationsandregulatory requirements

▪ ‘Best value’ solutions designed, developed and delivered for the client and their customers

▪ Constructed to programme and within budget

▪ Provided an excellent customer experience.

Fastflow Pipeline Services (FPS) has been working on Northumbrian Water’s clean water network since the 1990s. The positive and productive nature of our partnership with Northumbrian Water has led to our scope of services and volumes of work rise steadily over the years.

We now work on over 250km of water mains per annum in the North East of England and complete works with a value of circa £20 million each year.

The services we provide include:

▪ Pipe sampling / enabling works

▪ Major infrastructure maintenance work

▪ Laying new mains and service pipes

▪ Repair and maintenance

▪ Lead service pipe replacement

▪ Meter installation.

Our excellent track record of consistently and safely delivering the quality, quantity and range of services required by our client has led to growth and expansion.

We ensure timely completion of a demanding programme of works within the exact parameters set by the client and the regulatory requirements.

Case Study:Working with Northumbrian Water

FPS continues its long-standing key strategic relationship with Northumbrian Water, providing 80% of their clean water services across the North East of England

The challengeOperating in a wide range of environments from rural to heavily built-up city centres, FPS has developed robust systems to support delivery of the programme. These systems need to be flexible yet structured, and designed to meet the needs of the regulator. We must also uphold the various aims of the client with regard to customer relations, health and safety, care of the environment and general social responsibility. Key performance indicators, both internal and contractual, are used to measure the effectiveness of FPS’s service delivery.

Our approachOur people have a wealth of experience in the UK water industry and have an innate understanding of the industry’s core values and goals. FPS initially stemmed from within a water company and we retain an empathy and strong appreciation of the standards required to meet the client’s programme while maintaining customer satisfaction.

Throughout many regulatory periods (AMP2 onwards), FPS has approached mains network refurbishment contracts with the aim of fully integrating with the client’s team to act as a seamless construction function of the client.

Looking after our customers Being firmly rooted in Northumbrian Water’s culture means that we share their vision and values, including being customer focused. We aim to exceed the expectations of our clients and their customers. Our work can have a significant impact on people’s day to day lives, whether we are working outside their home, carrying out roadworks on their route to school or work, or having to interrupt their water supply to improve the pipelines.

We take our responsibilities to look after customers seriously and have developed our approach to meet their needs:

▪ Our award-winning ‘Good Neighbour’ scheme

▪ The ‘Four A’ capabilities of everyone in our workforce – ability, awareness, application and attitude

▪ ‘Close the Loop’ customer service with post-completion survey phone calls

▪ Training for all employees

▪ Customer-focused systems and processes

▪ Pro-active customer engagement.

OutcomesFPS’s record of achievement has resulted in a continuous contractual relationship with Northumbrian Water and predecessors since its formation in 1991. That relationship has been sustained by consistent performance based on:

▪ Outstanding customer care

▪ Low outturn costs

▪ Optimal use of trenchless technology

▪ An integrated team approach

▪ Reliable quality, safety and environmental performance

▪ Flexible and collaborative business style.

Programmes and targets have been consistently achieved throughout this long-standing relationship.