Improving emergency response coordination for Cadent Gas

HCLTech helped improve emergency dispatch performance by introducing real-time operational visibility into ESOS activities

5 min 所要時間

Overview

Cadent Gas distributes gas to 11 million homes and businesses across the UK and operates the National Gas Emergency Service. This puts them in a position to respond swiftly and efficiently during emergency incidents, such as gas leaks, with total clarity and control.

To strengthen this emergency response performance, Cadent partnered with HCLTech to modernize their Dispatch Performance (ESOS) system. The upgraded solution brings together live monitoring, analytics and location intelligence—helping dispatch teams track SLAs, prioritize incidents faster and coordinate responses more effectively across the network.

The Challenge

Legacy dashboard restricted real-time operational visibility

Cadent Gas relied on their Dispatch Performance (ESOS) Dashboard to monitor emergency and repair work orders related to gas leak incidents across their network. Since the system was built on older technology, they could no longer support the level of visibility and responsiveness required in today's operational environment. Teams often had to work across multiple views to understand incident status, which made it harder to get a clear, real-time picture during critical situations.

The dashboard also lacked the interactive, map-based monitoring that teams genuinely rely on. Without that, dispatch wallboards and control room staff were left working with a narrow view of regional workloads, available resources and brewing SLA risks. This slowed down prioritization and made coordination more manual than required for high-risk emergency operations.

To address these challenges, Cadent needed a modern platform that could provide a single operational view across dispatch activities.

The Objective

Build a unified real-time dispatch monitoring experience

Cadent worked with HCLTech to modernize their ESOS system, focusing on improving visibility and operational coordination. The objectives were to:

Combine emergency and repair work order data into one dashboard
Enable real-time tracking of Emergency Standards of Service (ESOS) SLAs
Provide interactive geo-based visibility across networks
Improve dispatch planning and resource prioritization
Strengthen regulatory compliance monitoring
Build a scalable platform for future enhancements

The Solution

HCLTech delivered a real-time SAP BTP-powered dispatch system

HCLTech designed and implemented a modern ESOS using SAP Fiori and SAP BTP. The solution consolidated emergency and repair work order data into a single, real-time operational view, enabling dispatch teams to continuously monitor SLAs and respond faster with better network-level visibility.

The solution enabled:

Interactive geo-mapped visualization of work locations across the UK
Network-level visibility for control rooms and supervisors
KPI-based analytics to identify delays and risks early
100% real-time data synchronization
Live API-based integration with SAP back-end systems
Role-based dashboards aligned to the dispatch team's needs

AI-assisted analytics further helped highlight high-priority incidents faster and support quicker decision-making.

The Impact

The modernization of the ESOS monitoring environment delivered measurable improvements in real-time visibility, SLA tracking and operational insight across emergency dispatch activities:

100% real-time data synchronization across emergency and repair work orders
80% improvement in data visualization clarity for identifying SLA risks earlier
75% increase in analytical insight through combined KPI tracking, real-time monitoring and geo-spatial visibility
Improved situational awareness and usability for dispatch teams through role-based SAP Fiori dashboards and interactive map views, enabling faster identification of high-impact incidents and reducing manual coordination effort

Beyond the Numbers

The modernization of the ESOS monitoring system has helped Cadent Gas shift from scattered dispatch visibility to a single, real-time view of operational activities during emergencies. Control room teams can now identify risks earlier, coordinate resources more effectively and track SLA performance with greater confidence. Built on SAP BTP, the platform continues to offer a scalable foundation for future improvements. This allows Cadent to keep improving emergency response readiness while meeting regulatory standards and public safety commitments.