Scottish Water Cloud Transformation with Oracle Utilities

This case study outlines the cloud transformation journey undertaken by Scottish Water in partnership with Capgemini, focusing on the implementation of Oracle Utilities Customer Cloud Services (CCS). Scottish Water, as Scotland's sole water utility provider, faced challenges with its legacy Oracle Customer Care & Billing system, which was becoming obsolete and overly customized. The transition to CCS aimed to modernize customer support and metering services while ensuring compliance with regulatory requirements. The collaboration resulted in reduced costs, enhanced customer satisfaction, and fewer manual interventions. The migration process involved eliminating undocumented code and shifting critical customizations to standard CCS functionality. The project positioned Scottish Water as a leader in the industry, enabling smarter customer engagement and aligning with future AI capabilities. Overall, the transformation has prepared Scottish Water for future challenges and opportunities in the digital landscape.