A FTSE 250 company, Pennon is focused on the responsible and sustainable provision of essential utility services and environmental infrastructure. The Pennon Group has assets of around £5.7 billion and a workforce of over 4,800 people.

User Adoption

Pennon undertook a programme to roll out the Microsoft Office 365 suite to staff. Vital to the success of this programme was ensuring the new technology was embedded and adopted. This included clear guidelines and processes to ensure collaboration, data integrity and consistency.

Change Management

Nine Feet Tall first assessed and analysed current ways of working within Pennon and mapped new ways of working. Nine Feet Tall led the change management and training activity. Nine Feet Tall onboarded change champions across the organisation to share knowledge and best practice. Adoption analytics were established to identify where additional support was needed. MS 365 was successfully deployed to over 2,500 users in multiple locations.

Users Adopting Microsoft 365


Asset Management System Upgrade

Pennon called on Nine Feet Tall to support them in delivering change management activities for successful upgrade of their core Asset Management System. This upgrade would impact the entire organisation and involve high volumes of data and integrations, complex process changes, and significant ambiguity around the amount of downtime required for crucial water services.

After developing a change strategy and communications and engagement plan, Nine Feet Tall worked with key stakeholders to create clarity on the greatest areas of change whilst driving awareness of the upgrade throughout the business. The team were also able to unlock potential sources of efficiency at Pennon through user profile streamlining of the upgrade system and increase system security through tighter control of user permissions.

Delivering on the plan, Nine Feet Tall successfully built a strong foundation for change management activities as part of the upgrade and going forwards at Pennon, preparing the entire organisation for a successful upgrade whilst building change and business analysis capabilities internally.

Nine Feet Tall assisted us in following Microsoft best practice by mobilising and training business champions. I am really pleased with the requirements we've managed to gather. This will give us a good foundation to build on.

Mike WaltonSouth West Water