Wales & West Utilities – formerly part of National Grid Transco – was launched in 2005 and is a regulated gas distribution business serving 7.4 million people in Wales and South West England. At the time in question, the organisation employed 1,450 people, 600 contractors and exists to operate, maintain and develop a 35,000 km gas distribution network across its region. It provides a gas emergency service and deals with 100,000 calls a year servicing 2.5 million supply points in the area.

Wales & West Utilities needed to review, overhaul and update the way in which it operated. The organisation wanted to reduce its reliance on overtime and modernise its organisational structure. It wanted flexibility for its emergency engineers, as well as employee terms and conditions for all staff to ensure it was fit to match future demands and requirements.

Totalmobile updated shift patterns, rotas and rosters for Wales & West Utilities’ 300 emergency engineers so that it could meet new industry regulatory requirements. The team used our shift planning, rostering and workforce management software and consultancy to help the organisation reduce its reliance on overtime and introduce flexible shift patterns for its emergency engineers.


  • Standardised and mandatory working patterns for all employees.

  • Reduction in overtime required.

  • Improved planning processes.

  • Employees have better visibility of their working patterns.

  • Better work-life balance for emergency engineers.

  • More efficient shift patterns that reflect customer and regulatory demand .

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