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British Gas is demanding £182m in damages from Accenture over allegations the IT consultancy provided it with a flawed payment system that ruined its customer service. Centrica, owner of British Gas, says independent IT analysis backs its claim that Accenture was responsible for ‘fundamental errors in the system’s design and implementation.’ Centrica alleges that these problems forced it to write off almost £200m, led to soaring customer complaints about billing and, as a result, had to hire 2,500 extra staff. But Accenture has reportedly rejected the allegations in the writ, filed at the High Court last week, and accused Centrica of “trying to shift blame for a situation it created.” Speaking to the Independent, the IT services company added that Centrica directed the build, implementation and design of the system, codenamed project Jupiter. Accenture made further denials to the Financial Times, insisting it was not responsible for Centrica’s problems, by pointing out the energy giant insisted on the features it now criticises. An Accenture spokesperson reportedly said the project was delivered on time, to budget and to the satisfaction of Centrica, which conducted extensive testing before accepting it in 2001. However Centrica wants recompense for the project’s alleged failure and the ensuing costs of lost customers, extra staff, and investments to fix the system, which it claims are ongoing. The company’s accusations about the supplier of Jupiter, which went live in 2006, were reportedly dismissed by Accenture yesterday as “baseless and without merit.” May 13, 2008 Email this article Printer friendly page Previous Page
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