Factor UTB services

Carefully delivered project design

The design of our projects is completed carefully and deliberately to minimise the need for specialist contractors or trades for preventative maintenance and most service work.  Each plant allows for specialist engineering support without site attendance (i.e. via remote connectivity) and is arranged so that support and maintenance services are transparent.

Commitment to robust treatment systems

Factor UTB are committed to supplying robust treatment systems to protect public health and the environment, safety of Operators and, in the case of commissioned assets, to allow organisations to control their costs and manage infrastructure locally.  We expect that clients will want to continue to work with us but will design and document so that future service and support is contestable.

Use of automation

Whilst Factor UTB builds for robustness of plant and systems, high quality infrastructure will only continue to perform at optimum parameters if properly maintained.

The design of a Factor UTB plant allows process adjustments to be made through a modern SCADA system, for example to increase or decrease aeration, or anoxic periods or most other factors that affect the quality of the treated water. The plant will make most changes automatically within a preset design range envelope. The range of process parameters can be shifted so that if conditions change from those used in the design the process can generally be changed to match the conditions found.

Operators in control

Treatment plants constructed by Factor UTB in 1999 are still operating, providing efficient and effective operation. Smart design, best practice construction principals and a documented preventive maintenance regime ensures longevity and ease of element replacement.

For a commissioned plant you as the Operator have control; you can achieve targets and intervene to improve the process with the required knowledge and support, that forms part of the ‘handover, and train’ at plant completion.
Factor UTB can provide ongoing technical and full-service operational support.

Designed to limit external assistance

Most elements are designed to be serviceable by Factor UTB’s operations staff, only occasionally requiring assistance from external trade contractors. When things do not go as planned, alarms with descriptions of the problem and tools allowing diagnosis of the problem are available through the SCADA. The SCADA interface provides automatic control along with recorded operational information, from all the components required to deal with any events. The system has a high level of redundancy and loss of operation of most individual components does not prevent operation. Almost no problem is ‘urgent’.

Service beyond build

For our assets you can be assured that services and support provided post construction to the end customer is just as important to us and continues beyond the initial project works, and can extend to a fully supportive, wrap around Customer Service offering.

Active customer service

We actively engage with our customers on an ongoing basis to ensure services continue to meet expectations.
Factor UTB don’t just offer customer support, but a fully developed Customer Service aimed at meeting our customers’ needs and ensuring satisfaction throughout the lifecycle of the project works.

Customer portals

To that end each scheme will have a dedicated web presence offering customers a portal to manage their accounts, pay bills, access to our customer charters and obligations, and a dedicated Australian based call centre to respond to customer queries.
There will be emergency contact details to ensure effective timely response to any operational and service issues.