Managed services provider secures contract extension with Northern Ireland Water

Walsall-based outsourced customer contact specialist Echo Managed Services has won a retender with Northern Ireland Water, extending its metering and billing contract for another two years.

The contract will see Echo undertake field and office based activities to ensure appropriate and correct billing for the 1.8million people within Northern Ireland Water’s remit – a service Echo has delivered since 2016 following a competitive procurement process.

Echo’s office team will continue to carry out analysis using Echo’s proprietary software systems to highlight billing inaccuracies and identify those meters requiring further investigation and action.

Meanwhile, its field teams are strategically stationed across six Northern Ireland Water depots. Their key role is to visit customer premises to investigate individual cases.

Gary Curran, head of metering and billing at Northern Ireland Water, said: “We’ve enjoyed a productive and valuable partnership with Echo over the past 12 years and have been thoroughly impressed with the way the team has executed the more recent metering and billing contract. Importantly, they operate with a customer-centric mindset that has had some great feedback from our stakeholders.”

Jim White, head of operations at Echo Managed Services, said: “It’s always rewarding to build long-term relationships with clients, so we’re pleased to have been chosen again to deliver our services to Northern Ireland Water and its customers. We’re looking forward to building on our strong performance over the last two years to continue to support accurate customer billing for Northern Ireland Water.”