AUMA Actuators and Anglian Water’s Innovative Service Level Agreement

Date 08.10.2020

Since being awarded a sole actuator supply framework in October 2019, AUMA Actuators Limited (AUMA UK), the UK and Ireland arm of the world leader in electric valve actuation technology, has worked with Anglian Water to develop a new and unique process to service, maintain and replace a range of actuators throughout the region. The renewal of the framework agreement includes a sole contract element to continue to deliver this successful service.  

The Service Level Agreement (SLA) gives Anglian Water access to a rapid response service with a three-day turnaround to replace both AUMA and other manufacturers’ equipment and even ‘replacement in advance’ for critical actuators.

The key objective from Anglian Water’s perspective was to maximise availability of actuated valve operations throughout the region. The size and operating parameters of each installation varies and there are, therefore, many possible combinations of actuator, controls and drive coupling have to be available at short notice. AUMA Actuators are ideally suited to this agreement, they are designed using a modular approach so actuator components can be quickly combined to provide a bespoke actuator assembly constructed to the exact requirements of the application.

Electric actuators for actuators fitted on valves up to 8” and 1,000 Nm torque in standard operational environments are covered by the SLA agreement regardless of manufacturer so long as they are not under that manufacturer’s warranty. Under the standard SLA, AUMA undertake to receive a faulty unit along with its drive coupling and replace it either from new or from service exchange stock, along with a newly machined drive coupling, within three days. For critical installations, AUMA go one step further and offer a ‘Replacement in Advance’ service, where AUMA provide a complete replacement unit in advance of the return of the faulty one.

To add to the service, AUMA is also providing full training to Anglian Water maintenance staff through their respected AUMA Certified Engineering (ACE) training. Delivered on-site, on-line or in AUMA’s dedicated training suite at its head office in Clevedon, Somerset, ACE is a structured programme that trains Anglian Water technicians to install, operate, maintain and troubleshoot AUMA actuators, meeting asset management obligations to maintain equipment in line with the manufacturer’s recommendations. Accredited ACE Technicians are provided with ID cards to prove their level of competency. ACE Technicians are also given privileged access to secure assets on AUMA’s UK website, including technical support, video resources, drawings and other documentation. 

A further secure area on the same website, only accessible by approved Anglian Water staff, contains reports and contract information. Key data, visit reports, instructions on the operation of the SLA and much more are all available to designated framework managers and other operational and senior staff within Anglian Water, so that both parties are fully resourced in the operation of the SLA.

Commenting on the development, Paul Hopkins, Managing Director at AUMA UK, said ‘We have been focussing on the service side of the business for some time now, which has meant re-arranging office operations to bring teams together as well as developing the ACE Technician and Partner programme. Anglian Water’s support over a number of years has helped us to refine and shape the service we are able to offer major customers, creating the SLA that we have been able to put in place as part of our supply contract with them.’

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