Águas e Energia do Porto
Águas e Energia do Porto is the public utility company responsible for the provision of water and energy services in Porto, Portugal. As a key public service provider, they aim to improve the quality of life for citizens by ensuring access to essential resources.
Challenge
Águas e Energia do Porto faced challenges in the process of new contract creation, specifically around the moments of contract registration, connection, and the first billing phase. Multiple pain points arose – both for the client and internally within the organization – such as inefficient processes and unclear communication channels, affecting both customer experience and internal operations. The task was to identify and address these friction points and streamline the process.
Outcome
The project led to a set of actionable recommendations, quick wins, and guidelines, accompanied by mid-fi prototypes aimed at resolving the pain points identified. The new system improved internal procedures, leading to better customer satisfaction and a more efficient process for both employees and clients.
This project has been a significant step towards creating a more equitable and efficient public service, and it has opened up possibilities for future projects that can lead to more profound and long-lasting change.
Our role and goal
Identify processes and routines with optimizing potential
Our role was to analyze the new contract process systemically, mapping the entire customer journey and identifying areas for improvement. The goal was to optimize the service by reducing friction, making the experience simpler and more efficient for both the customer and the organization.
Approach
Understand the Hidden System and Develop the foundations for a new approach
We used a systems mapping approach to examine the full scope of the process, bringing visibility to previously invisible interconnections. Through in-depth research—including quick interviews, online surveys, shadowing, and workshops—we identified pain points, created a service blueprint, and developed solutions for a more streamlined process. Our work prioritized immediate improvements (“quick wins”) while establishing a roadmap for long-term transformation.
Research
The dedication from Águas e Energias do Porto ensures the creation of sustainable and positive change, fostering a culture of innovation and improvement that permeates from within to outwardly benefit the organization and ultimately Porto’s city and citizens.
Results
The project resulted in a comprehensive service blueprint that identified over 40 pain points in the customer journey. One of the key deliverables was the development of a new systemic approach to the contract process, which emphasized human-centered service delivery. Along with this, a set of prioritized recommendations was created, evaluating them based on urgency, implementation effort, and strategic vision. We also designed two mid-fi prototypes, which were tested and iterated based on feedback from operators, technicians, customers, and plumbers. In addition to the prototypes, concrete, actionable improvements were implemented in the short term, with 15 recommendations already in progress.
The project led to a real transformation in Águas e Energia do Porto’s approach to service delivery. It helped shift the organization’s mindset towards a more user-centered, innovative, and efficient methodology. The project also laid the foundation for long-term organizational transformation fostering a more systemic impact in Porto’s public utilities.
Since the project’s conclusion, Águas e Energia do Porto has rapidly begun implementing key recommendations, guided by a strategic roadmap to drive future improvements. Moreover, this project has opened doors for future initiatives, setting the stage for profound changes in public service delivery.
