Through the eyes of the Resourcers

A digital revolution underway in Morocco

Rapid developments in digital technology are shaking up business models and ways of working. To benefit from these new tools, Veolia Maroc has launched a project of digital transformation aimed at both employees and customers. Philippe Huc (Director of Operational Performance) and Patrice Francioni (Digital Transformation Director, Amendis) sparked off this mission.

Philippe Huc

Director of Operational Performance and Innovation - Water, electricity and wastewater

20 years at Veolia - Marocco

The only limit is your imagination.

Patrice Francioni

Digital Transformation Director - Water, electricity and wastewater (Amedis)

20 years at Veolia - Marocco

Dauntless and enthusiastic

What does this transformation involve?

Philippe

Our objective is essentially to introduce new technologies that improve our operational efficiency in two of our businesses in Morocco, Redal (in Rabat) and Amendis (in Tanger and Tétouan).

Patrice

We’re focusing on three priorities to boost our operational performance: optimizing our work processes, improving the quality of our customer service, and enabling our teams to work more easily and efficiently. We’re working on several projects, from developing platforms for our customers to digital tools for our agents.

How have you put it into action?

Philippe

We started with a list of 19 potential projects that concerned all our departments.

Then we organized workshops to allow managers to give their input and choose the top priorities.

Patrice

We wanted the solutions to address real work issues, so it was imperative for the people who will be impacted to take ownership of the project.

With their help, we identified eight priority projects to launch in 2018.

What do you each contribute to the project?

Philippe

At Amendis, Patrice is really guiding the initiative. In his long experience with the Group, he has led projects in a wide variety of areas. His ability to listen to and to persuade others, as well as his spirit of curiosity, are huge strengths.

Patrice

This is a new area for me, and at the beginning Philippe really acted as a mentor. His willingness to share his experience and his advice have helped me immeasurably.

What is the biggest challenge?

Philippe

The project is about going digital, but above all it is about transformation: our aim is to change the way we work.

While there is strong support for this, changing workplace culture can also create resistance.

Patrice

To succeed, it’s important that everyone is on board.

Our teams are the ones who will be making this transformation happen. So it’s essential that they understand its purpose and its value.

What has been most satisfying?

Philippe

The enthusiasm and interest that this project has generated. It’s very rewarding when teams or customers come to us with new ideas.

Patrice

What’s exciting is being constantly on the lookout for new technologies that can help us. But the best reward will be if in three years’ time, users tell us that we transformed their jobs and their way of working!

What are the positive impacts?

Philippe

There have been concrete gains in productivity. For example, we standardized and optimized our meter reading and servicing terminals so that information is geolocalized and transferred remotely and in real time. The result: a 40–70% decrease in onsite visits by our agents, alongside an increase in billing speed.

Patrice

What are the next steps?

Philippe

The projects are going to be rolled out progressively over several years. Digital transformation is a process of continuous innovation: this is only the beginning.

Patrice

We have a multitude of ideas that we’re analysing in terms of costs and benefits. We also need to make sure that we remain responsive to the local context, both our customers and local authorities, to develop products that address their needs.