Case Studies

Morrison Data Services: RaaS (Routing-as-Service) for Optimised Meter Reading

Client:

Morrison Data Services Logo Integrated Skills

Categories:

Route Optimisation

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Our transformative partnership with Morrison Data Services (MDS) delivered advanced route optimisation, revolutionising their meter-reading operations. With significant gains in efficiency, reduced carbon emissions, and a standout return on investment, this project showcases the potential of intelligent routing solutions. Here’s how it unfolded, with insights from both ISL and MDS teams.

 

About the Client

MDS is a leader in providing meter-reading services to energy and water providers, supporting major players like British Gas, EDF, Thames Water, and Southern Water. They manage two divisions—energy and water—and cover an extensive scope:

  • Energy Division: Serving around 90% of UK customers with over 50 million meter reads annually.
  • Water Division: Completing 9 million meter reads annually for providers.

With nearly 30 years of experience, MDS is a cornerstone of the utilities sector. Heading operations is Darren Cousins, Head of DC North (Interim), whose 20-year career with MDS began as a meter reader. Darren’s deep understanding of operational challenges helped shape this project.

“I started meter reading for the flexibility, but the physical toll was immense. Reading upwards of 600 meters daily without route optimisation was tough. This experience has been key in guiding our current improvements.” – Darren Cousins

 

The Challenge

In 2018, MDS updated their systems, but inefficiencies persisted. Meter readers navigated unordered lists of addresses, resulting in wasted time and effort. The data provided by energy and water companies also lacked precision, further complicating operations.

To address these challenges, MDS aimed to:

  • Improve address data accuracy
  • Enhance meter reader productivity and experience
  • Reduce carbon emissions and fuel costs
  • Combine energy and water reads into singular routes
  • Deliver optimised, safe, and user-friendly routes

The solution required an advanced routing system capable of handling walking and driving routes, speed variations, road rules, health and safety, and even ferry crossings.

 

The Solution

MDS discovered Routing-as-a-Service (RaaS) by RouteSmart Technologies through a paper by CEO Larry Levy. Integrated Skills, RouteSmart’s UK partner, collaborated with MDS to implement a bespoke solution tailored to their needs.

RaaS Features and Benefits:

  • Cloud-Based System: Automatically generates optimised routes for meter readers.
  • Address Validation & Geocoding Service: Enhances data accuracy using Ordnance Survey’s Address Base dataset.
  • Seamless Integration: Syncs nightly with MDS’s systems to provide detailed travel paths by morning.
  • Safe & Efficient Routing: Adheres to road rules, avoids unsafe crossings, and integrates ferry schedules for island routes.

RaaS dynamically optimises low-density routes, reducing unnecessary travel and enabling meter readers to work efficiently. The solution now supports 950+ readers, six days a week, with routes ready for handheld devices the next day.

 

Challenges Overcome

Despite the advanced system, scaling operations from 20 to 1,000 daily users posed challenges. However, these were resolved during rigorous testing and phased rollouts.

Example Challenges and Solutions:

  • Outer Hebrides Routes: Early trials included multiple islands without factoring in ferry schedules, leaving some routes incomplete. Ferry data was swiftly added to the dataset, ensuring comprehensive coverage.
  • Change Management: Longstanding employees were initially sceptical to new systems. MDS addressed concerns by incorporating feedback and empowering teams to apply local knowledge where needed.
  • Route Flexibility: Feedback highlighted a preference for continuous address sequences over “park and loop” routing. The change allowed readers to decide where and when to park, improving navigation and workflow.

To ensure the system worked as intended, Darren Cousins undertook a day of meter reading in December 2023. His experience highlighted final tweaks to enhance usability and efficiency.

 

Results

The RaaS implementation exceeded all expectations, delivering measurable benefits across multiple areas:

  1. Operational Efficiency: Optimised routes reduced wasted time, enabling readers to complete more visits per hour.
  2. Employee Satisfaction: Ordered routes minimised physical strain, reduced stress, and improved performance metrics, directly increasing bonuses for employees.
  3. Cost Savings: Reduced fuel consumption and vehicle wear-and-tear significantly lowered operational costs. Along with all the other benefits the come with a reduction in fleet mileage i.e incidents.
  4. Carbon Reduction: Streamlined routing contributed to MDS winning the Green Apple Award for Environmental Best Practices.

“The project has far exceeded our expectations. We’ve reduced fuel costs, increased productivity, and gained industry recognition. This is just the beginning.” – Darren Cousins

MDS’s success was further underscored by their nomination for Utility Partner of the Year at the Utility Week Awards 2024.

 

Looking Ahead

The RaaS implementation represents the first stage of a larger transformation. Next steps include:

  • Stage 2: Multi-reader route optimisation to determine the ideal number of meter readers for each area.
  • Stage 3: Advanced timeline planning to generate routes up to 30 days in advance.

Future innovations may include AI to predict optimal visiting times based on historical data, ensuring maximum efficiency.

Additionally, the upcoming Market-Wide Half-Hourly Settlement (MHHS), a government mandate requiring energy suppliers to record consumption every 30 minutes by 2026, will reshape MDS operations. MDS and ISL are already preparing to adapt and expand their solutions to meet these new demands.

 

Conclusion

This partnership between MDS and ISL highlights the transformative power of advanced technology in operational efficiency. With tangible results and a clear roadmap for future growth, MDS is well-positioned to lead the utilities sector into the next era of innovation.

 

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