With a team of 36, Worcestershire County Council’s Street Works operations are complex and require robust, reliable systems to ensure efficiency and compliance. In 2024, the council embarked on a journey to modernise its street works management, ultimately selecting Symology’s Aurora solution. This case study highlights the motivations behind the change, the selection process, and the operational improvements achieved since implementation. 

The Need for Change  

For several years, Worcestershire County Council relied on a system that, while functional, began to show its limitations as the needs of the team evolved, particularly around a lack of development and customer focus. The council recognised that a more modern, user-friendly, and customer-focused solution was needed to support their growing and changing demands.   

As Loll Montgomery, Traffic and Street Works Manager, explains:  

"We started to find that it just wasn't fit for our needs. It was taking us too much time to get the information out of the system that we needed and we didn't feel like we were being well supported either. We all have day jobs to do beyond trying to simply manage our Street Works system"  

At the end of the existing contract, the council took the opportunity to thoroughly review the market. The Street Works team, supported by procurement and IT, evaluated several solutions, including Symology's Aurora solution. The evaluation process was comprehensive, considering not only the technical capabilities of various systems but also cost, support, and the ability to adapt to the council's specific workflows. Aurora quickly emerged as a strong contender.   

The system's intuitive flow, cohesive design, and powerful planning tools stood out. The inspection process, a critical component for the council, was notably more streamlined and user-friendly in Aurora across both the desktop and mobile applications compared to other systems. The decision was also influenced by cost considerations.  

"Our first impression of not only Aurora but Symology was strong. They were really open and honest during the process and the system itself was very modern compared to what else we'd seen. We felt that the combination of the two would stand us in good stead for many years to come".  

Loll Montgomery, Traffic & Street Works Manager

During the procurement process, detailed  workshops were carried out to ensure that solutions not only met their business needs but also all the necessary security and financial requirements.  It was at this stage that Aurora was identified as the preferred solution as stakeholders could see firsthand how Aurora would support the council's operations. The process was collaborative, with open communication between the Street Works team, IT, and Symology.  

The council's leadership trusted the expertise of the Street Works team, allowing them to drive the decision-making process. This autonomy ensured that the chosen solution truly met the operational needs of those using it daily.  

Implementation and Training  

Over the last couple of years, Symology have been migrating all of their current Street Works customers to Aurora making the process incredibly well rehearsed. This resulted in a seamless transition to Aurora, carefully managed, with a focus on minimising disruption and ensuring a smooth changeover. The council wanted a "train the trainer" approach, empowering internal champions to become experts and who could then cascade their knowledge throughout the team. Symology were happy to oblige providing comprehensive e-learning resources via the Aurora academy and supplementary on-site support, making it easy for staff to revisit training materials as needed.  

Loll explained,   

"The project team from Symology were excellent. We really felt like we were in safe hands every step of the way and their expertise really shone through. Projects of this nature can turn into horror stories, but this was clearly never going to be the case".  

One of the most significant aspects of the implementation was the collaborative relationship with Symology's support team. Any issues were addressed promptly, and feedback from the council was actively sought and incorporated into ongoing system improvements.  

“The whole process felt open and honest from day one. That’s what made the difference.”

Lee McCabe, Street Works Area Supervisor

Operational Improvements  

Since adopting Aurora, Worcestershire County Council has seen several key improvements in its street works operations:  

Enhanced User Experience: The intuitive design and logical flow of Aurora have made daily tasks easier for staff. The mapping tools, in particular, have improved the efficiency of inspections and fieldwork.  

Increased Team Engagement: The team has embraced the new system, with positive feedback and high levels of adoption. Monthly meetings that once focused on system issues now focus on actual day to day business.   

Better Data and Reporting: The quality and detail of information available through Aurora has improved the accuracy and usefulness of monthly reports such as, Inspection reports, permit reports and invoice reports. As an example, Worcestershire now carry out immediate permit reporting which has improved the monitoring of KPI's and gives actual real time data to use in day-to-day operations. This, coupled with report filtering and highlight facilities, helps support better decision-making.  

Responsive Aftercare: The relationship with Symology's support team and allocated account manager, Darron Brookes, has ensured that any issues are quickly resolved and that the system continues to evolve in line with the council's needs.  

Cost savings: Whilst still early days, it's estimated that Aurora is saving the team around 25% per year on their operational costs.  

It was clear from the start of this project how getting the relevant people involved early, taking the time to look at all the options available, and having strong leadership can make a big difference when making changes to key solutions. The improvements haven't just been technical, Aurora has made daily work easier and more efficient for the team.  

"Every permit you look at is completely different and every permit needs a different amount of time, but Aurora has helped us improve our processing speed by 10%. Aurora helps the whole team because the information is more detailed and flows much better. The monthly reports are clearer, and the team feels in control".  

"Additionally, our own inspection process, has benefited considerably from the new system. Staff can now access maps and data on robust tablets while in the field, making their work more efficient and less reliant on cumbersome laptops".   

Reflecting on the overall journey, Loll Montgomery notes:  

"I truly felt moving to Aurora was the best for the whole of the team and for Worcestershire as a whole. You know it's going to make their lives easier. We're going to get more out of the system. We're going to have a better working relationship for the long term. It was 100% the right move and I stand by that. I don't have any regrets about it at all and would do it again in a heartbeat. If anything, I wish we'd switched to Symology sooner."  

Looking Ahead  

With Aurora now fully embedded, the council is focused on further enhancements, such as integrating the gazetteer and exploring additional features to support inspectors. The collaborative relationship with Symology continues, ensuring that the system evolves alongside the council's needs.  

Their Symology Account Manager Darron Brookes, said, "They have been a pleasure to work with. They have taken to the new system brilliantly and are proactive in wanting to maximise the benefits that Aurora offers them. I have a feeling they will keep me busy in the best way possible." 

Worcestershire County Council's adoption of Symology Aurora solution has transformed its street works management, delivering a more efficient, user-friendly, and responsive solution. The council's experience demonstrates the value of investing in modern technology, strong vendor partnerships, and empowering teams to lead change. The result is a more effective operation, better service delivery, and a foundation for continued innovation.  

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