04 July 2025
Thames Water is in the midst of a multi-year organisational transformation to optimise its asset management and customer service capabilities through the adoption of innovative digital technology. A key part of this is the migration of its field-based workforce to a flexible new Android-based ecosystem.
An Android migration
As the UK’s largest private utility company, Thames Water is responsible for extensive water management infrastructure across London and the Thames Valley in South-East England. Per day, the company supplies 2.5 billion litres of drinking water and treats 4.6 billion litres of wastewater, for 15.5 million people (about a quarter of the UK population).
Thames Water is currently undergoing a major, multi-year organisational transformation, using the latest digital technology to future proof its operations and bolster both its asset management and customer service capabilities.
A key part of this transformation is the migration of its field-based workforce over to a flexible new Android-based ecosystem, giving engineers fast and reliable access to critical information at the touch of a button - even when working in remote or challenging environments. Doing so enables them to operate more efficiently, solve complex maintenance issues faster, and deliver a higher number of first-time fixes to customers.
“With advantages in cost efficiency, energy efficiency, variety and customisation, Android OS allows us to tailor IT solutions to our exact needs,” says Ade Ayajo, Senior Project Manager, Thames Water. “After making the decision to migrate over to Android, we knew we needed to equip our field engineers with new digital devices that could maximise all the benefits Android has to offer when out maintaining field assets and during on-site customer visits.”
Owing to the multi-year nature of the project, Thames Water also wanted to work with a solutions provider that could deliver long-term support in key technical areas including the devices themselves, OS versions and security patches.
Driving rapid transformation
Thames Water assessed numerous solutions and vendors before settling on a fully rugged solution built around Getac’s ZX10 fully rugged Android tablet, which combines powerful performance, reliability and long-term security support in a slim and versatile profile.
As digitisation continues to drive rapid transformation across the utilities sector and companies replace outdated paper-based processes with faster digital alternatives, the need for fully connected field teams has become more important than ever. Field engineers and technicians require multipurpose devices that they can use to accomplish a diverse range of tasks simultaneously, from capturing data and monitoring critical assets, to diagnosing issues in customers’ homes and remotely collaborating with colleagues or subject matter experts. Without the right devices this becomes incredibly difficult to achieve, leading to service delays, unplanned downtime, and lower levels of customer service.
On top of this, the devices need to excel in the challenging environments that utilities field engineers often work in. This includes regular use in changeable temperatures and weather conditions (including rain and snow), working above and below ground, as well as withstanding accidental knocks, bumps and drops – all of which are part of everyday field work. If devices aren’t up to the task, damage and failure rates quickly start to rise, significantly impacting the total cost of ownership (TCO) over time.
The Getac ZX10 is designed from the ground up to provide exceptional reliability in the difficult operating environments that utilities field engineers find themselves in every day, resulting in incredibly low TCO for each device. Another key reason why Thames Water chose the ZX10 is because it is an Android Enterprise Recommended device, which means it is guaranteed to receive a minimum five years of security patch support from its release date, offering long-term peace of mind.
The Android support strategy proposed by Getac not only provided the required reassurances of being able to support the devices with 90-day security updates until 2030, but it also means Thames Water can take advantage of new Android features in a timely manner.
Increased satisfaction
With the new rugged solution now in the hands of its field engineers, Thames Water is already realising the benefits of its new Android ecosystem, including less downtime, faster resolution of issues, and higher levels of customer satisfaction.
“We’ve had fantastic feedback from across our field-based workforce,” says Ade. “The Getac’s devices are a huge asset to the team, offering new levels of performance and reliability in a wide range of scenarios. Whether conducting maintenance at our water treatment facilities, or working on site with customers, our engineers know they have both the hardware and software they need to get the job done quickly and efficiently.”
In addition to providing the devices themselves – along with peripherals including detachable keyboards and hand straps – Getac is also working closely with Thames Water to deliver ongoing support in the key areas it requires, including regular Android security patches, device maintenance, OS updates and Salesforce integration.
“This Android migration is a long-term project for Thames Water, so we knew we needed a partner that would be with us every step of the way,” adds Ade. “In addition to providing class-leading hardware and peripherals, Getac’s technology experts have also integrated seamlessly into our own team. Should problems arise, we know we can count on them to find fast resolutions and keep our field force operating at an optimal level, giving us total peace of mind.”
