About The Client

The client is a leading UK-based utility service provider responsible for delivering essential water and wastewater services to millions of customers across England. Operating in a heavily regulated environment, they manage end-to-end water services — from treatment and supply through to wastewater management and environmental compliance.

They aimed to establish enterprise-wide QA and assurance across all domains, spanning major platforms and a comprehensive suite of quality services, delivered through a domain-centric, automation-first, shift-left approach.

Business Scope

The scope of this engagement covered enterprise-wide QA transformation across all major technology domains, including:

  • Customer & billing platforms (Salesforce, SAP CRM)
  • Asset and field workforce management systems
  • Finance, ERP and supply chain platforms
  • Data, analytics and regulatory reporting services
  • Digital channels, self-service portals and mobile applications

Delivery spanned a comprehensive suite of quality services including functional testing, regression, integration, performance, and UAT, executed through a domain-centric, automation-first, shift-left QAOps model integrated across concurrent change programs.

Solutions

  • Adopted a domain-centric, automation-first, shift-left QAOps model  
  • Completed a successful QAOps initiative delivering AI-driven requirement understanding, automated test planning & design, and test case generation. 
  • Implemented UNITE automation framework for scalable, reusable automation  
  • Established a Testing Centre of Excellence (CoE) with TMMi-aligned governance  
  • Integrated CI/CD pipelines with parallel execution and automated validation  

  • Ensured 100% requirement-to-test traceability using Jira/Zephyr  

  • Embedded QA governance into Change Advisory Board (CAB) and PMO quality gates  

Outcome

  • Cut QA expenses by 30% while improving release confidence
  • Achieved a 35–40% reduction in QA hours through improved automation and process efficiency.
  • 60% reduction in regression cycle time

  • ~25% improvement in shift-left efficiency, enabling earlier defect detection

  • Improved release predictability across concurrent enterprise changes

  • Enabled AI-driven test generation with >70% acceptance rate

  • Achieved 95% functional coverage with complete requirement-to-test traceability
  • Delivered a future-ready, scalable automation ecosystem 100% owned by the client

     

What Makes This Transformation Different?

Many QA engagements deliver tooling or temporary uplift. This transformation was architected for long-term durability, with every decision prioritizing sustainable capability over short-term delivery.

Key Differentiators:

  • 100% asset ownership: All frameworks, documentation, scripts, and pipelines belong to the client, reducing vendor dependency.
  • Standardization at scale: A single, consistent, standardized QA documentation and governance across all domains
  • AI-augmented, human-governed: AI accelerates delivery; human expertise governs quality decisions.
  • Future-ready: The automation ecosystem and CoE model are designed to scale with the organization’s program pipeline.

Tools & Technologies

Azure DevOps, Jira, Zephyr, UNITE, Jenkins, GitHub Actions, Selenium, SAP, ServiceNow, Maximo, Workday, ArcGIS, Confluence

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