“Creating a Field Centre of Excellence is the vehicle to becoming No 1 for Field Services and Investors In Excellence will be supporting key aspects of the journey.” Chris Lovatt, Head of Field Operations
Eon Field Operations is part of the wider Eon UK Customer Operations business and is based in Kingswinford, Dudley, West Midlands.
Eon Field Operations is responsible for national provision of Electric and Gas Meter Operations and for Data Retrieval and aggregation of meter readings on behalf of Eon’s portfolio of over 8 million customers.
Our strategy is to put our customers at the centre of everything we do and to design our products, services and processes to ensure we achieve and maintain number 1 in the market place for excellence in serving our customers.
We employ over 1600 people and our excellence programme we have entered into with Investors in Excellence is specifically structured to position the organisation to deliver industry leading standards of service and operational performance for the Government’s national mandated roll out of Smart Meters.
This will involve every commercial and domestic customer having their existing meter exchanged between 2013 and 2019 – some 26 million meters in total and the programme represents the biggest deployment of its kind in the Utility sector since that of the National Grid Gas network implementation in the 1970’s.
Partnering with Investors in Excellence is a key component of our strategy to create a Field Operations Centre of Excellence which will become a differentiator for our business, increasing value for our Stakeholders and achieving a market leading customer experience.
Ian Nield CEO of Investors in Excellence commented “We are delighted to again be working with this vibrant part of e.on UK. I am most impressed with their clear customer focus and drive to be excellent in all that they do”
Eon Field Operations value the expertise Investors in Excellence will bring to our programme helping to transform our business enabling us to maximise the potential of our people, processes, systems and resources in a sustainable, continual improvement framework delivering best in class customer service and operational performance.