Northern Ireland Water (NI Water) has embarked on a digital transformation programme, focused on enhanced service delivery. We want to deliver services that are designed around our customers, offering a world-class experience which will satisfy demanding contemporary expectations. In recent years, we have developed some strong digital capabilities and currently provide a portal that enables customers to access a number of offerings on a self-service basis. NI Water recognises that our customers’ expectations are increasing as they compare our services with services in other utilities and in other sectors. We know our customers now expect to be engaged digitally, to self-serve online and receive a consistent service across channels and devices. A recent discovery exercise enabled us to conduct detailed engagement with our customers and colleagues, producing a wealth of material including customer.