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Welsh Water

Transforming business services and optimising digital provision for three million customers
Welsh Water
CX Strategy / Experience Design / Sitecore

Dŵr Cymru Welsh Water is a not-for-profit company which supplies drinking water and wastewater services to most of Wales and parts of western England.

Streamlining operations

We’ve removed inherited technical debt and are harnessing the full capabilities of Sitecore, integrating back-end systems to deliver automation and optimised content across all touchpoints.

Self-service for millions

We’ve embedded innovation into the 3,000-strong company culture to deliver a state-of-the-art digital customer experience to 1.4 million businesses and homes, who receive 828 million litres of water every day.

Conscious design for
a sustainable future

Welsh Water is now able to deliver optimised digital services including online forms, an automated ‘submit meter reading’ feature and a portal allowing customers’ access to multiple services through a single login.

Improving water

With improved online payments and webform submissions and a significant decrease in billing calls, the future roadmap is driven both by an ongoing programme of service enhancements and supporting the critical work of the water efficiency team.

Thank you … for listening, understanding our direction of travel, challenging our thinking, telling me ‘NO’ - and for your hard work making it all happen.
Rhian Morris
Digital Services Manager, Welsh Water 


Customer experience strategy
Design sprints
Website technical update (web forms to MVC)
Form automation
Integrated self service portal for developer services


Global pay
SAP integration
Mulesoft integration
Discuss a project or partnership
Get in touch