The McAllister Group works closely with water utility companies and local authorities to help improve sewer network performance and improve the management of customer problems. We collaborate with customers before they embark on a programme of proactive maintenance of the sewer network in an effort to minimise customer interruptions and improve essential services.

We seek to optimise our Key Performance Targets set by our customers against service requirements. We operate a 24/7 contract call centre which manages emergency call outs and our site managers provide on the ground technical support to our work squads. The site managers will also review work operations to develop opportunities for continuous improvement.

The responsiveness of our teams is critical in helping to minimise the number of customer contacts and complaints received by our clients.  We ensure that at all times we have the appropriate number of trained squads available to respond to sewer network issues against the set time parameters specified.  Alternatively, we ensure that we fulfill any response time commitment given to the customer reporting a sewer network problem. We pride ourselves on our highly-trained, professional and focused employees who seek to get the job done right the first time.

Investment in process

The McAllister Group has continued to invest in new technology both to reduce cost and to improve customer service with the end goal to minimise disruption to the client:

  • identify sewer network problems at an earlier stage enabling a speedier response
  • changing and adapting working practices to improve efficiency
  • develop internally a more customer and performance-led culture with minimum disruption possible to the client

Investment in people

Beyond investing in processes, plant and equipment, the McAllister Group has heavily invested in the development of its people throughout the lifespan of the company. In-house and off-site training, professional development and reward & recognition programmes are designed to motivate our employees to match and exceed performance standards and to identify, capture and improve the quality of management information provided to clients and within the company.  We have introduced new systems of work in tandem with changes in the industry, such as PDA devices for job scheduling and streamlined operations, where possible, to provide a more cost-effective solution.  Each vehicle within the fleet is fitted with GPS trackers to maximise the efficiency of each team whilst in the field.

We have identified a number of areas where we can foresee future savings to be accrued by our customers including streamlining of planned work activities; balancing resources more accurately with demand to deliver extensive cost savings; working more efficiently – reducing management overheads through process and system improvements and efficiencies; improving the lines of communication to ensure that everyone understands the importance of their individual and collective role; repeated cleaning and maintenance rather than replacement to maximise the lifespan of the asset and finally the embracing and adoption of new and emerging technologies within trenchless technology.