Cadent Gas Limited - SAP Innovation Awards 2026
In high-risk situations, emergency teams need clear, real-time visibility to act quickly and confidently. The Dispatch Performance (ESOS) Dashboard brings all critical information on gas leakages into one simple, live view. By combining live monitoring, analytics, and location intelligence, the dashboard improves response speed, operational efficiency, regulatory compliance - and ultimately, public safety. Entry 26211 Download the DocumentInnovation Story
PUBLIC
From Reactive to Real-Time:
Reinventing Emergency Dispatch
Performance with SAP
Cadent Gas
Utility
AI Excellence
PUBLIC
From Reactive to Real-Time:
Reinventing Emergency Dispatch
Performance with SAP
Cadent Gas
Utility
AI Excellence
Dispatch Performance (ESOS) Dashboard
In high-risk situations, emergency teams need clear, real-time visibility to act quickly and confidently. The
Dispatch Performance (ESOS) Dashboard brings all critical information on gas leakages into one simple,
live view. By combining live monitoring, analytics, and location intelligence, the dashboard improves
response speed, operational efficiency, regulatory compliance - and ultimately, public safety.
The Dispatch Performance (ESOS) Dashboard was designed and created with SAP BTP capabilities to
improve the way emergency and repair work orders for gas leakages are monitored across the UK. It
provides real-time tracking of emergency and repair work orders, continuously monitoring Emergency
Standards of Service (ESOS) SLAs from incident reporting through to resolution.
Built-in analytics highlight response times, SLA risks, and performance trends, helping teams prioritize
actions and prevent delays. A live map view shows work locations across the UK, grouped by gas
networks, giving instant awareness of regional impact and resource coverage.
2© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
In high-risk situations, emergency teams need clear, real-time visibility to act quickly and confidently. The
Dispatch Performance (ESOS) Dashboard brings all critical information on gas leakages into one simple,
live view. By combining live monitoring, analytics, and location intelligence, the dashboard improves
response speed, operational efficiency, regulatory compliance - and ultimately, public safety.
The Dispatch Performance (ESOS) Dashboard was designed and created with SAP BTP capabilities to
improve the way emergency and repair work orders for gas leakages are monitored across the UK. It
provides real-time tracking of emergency and repair work orders, continuously monitoring Emergency
Standards of Service (ESOS) SLAs from incident reporting through to resolution.
Built-in analytics highlight response times, SLA risks, and performance trends, helping teams prioritize
actions and prevent delays. A live map view shows work locations across the UK, grouped by gas
networks, giving instant awareness of regional impact and resource coverage.
2© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
EXECUTIVE SUMMARY
CHALLENGE SOLUTION OUTCOME
Modernizing Emergency Dispatch with Real-Time Intelligence
With gas leaks, time is critical – public safety depends on early
visibility and orchestration. Yet Cadent’s Dispatch Performance
(ESOS) Dashboard relied on outdated technology, limiting
flexibility, integration, and real-time visibility. Emergency and
Repair work orders were managed in silos, and teams lacked
interactive, map-based views for Dispatch Wallboards and
network-level monitoring.
As business and regulatory demands evolved, teams faced
reduced situational awareness, slower response times, and
limited ability to adapt to changing operational needs. Cadent
needed a solution that consolidated Emergency and Repair data
into a single, intuitive platform, supported interactive maps,
provided network-specific insights, and enabled timely, data-
driven decision-making.
The new Dispatch Performance (ESOS) dashboard overcame
these challenges using SAP Fiori design principles, delivering a
clean, role-based, and intuitive user experience for a highly
complex, real-time operational environment.
Built as a freestyle SAP Fiori application, it enables end-to-
end lifecycle tracking of work order execution with integrated
geo-tagging to visualize live activities on interactive maps.
The solution consolidates large volumes of operational data and
presents them through advanced analytics, real-time indicators,
and drill-down KPIs. The dashboard integrates live data from
SAP systems through real-time API-based integrations,
ensuring up-to-date operational insights.
Users now have a single, real-time view of Emergency and
Repair work orders, improving situational awareness and
decision-making. The intuitive SAP Fiori–based design reduces
training effort and improves usability, while AI-assisted insights
help users focus on critical issues quickly.
Interactive map-based visualization with geo-tagging helps
dispatchers quickly identify work locations, network impact, and
resource availability. Real-time SAP API integrations ensure
users always work with the latest data, reducing delays and
manual follow-ups. Drill-down KPIs and analytics let operations
teams proactively monitor SLA compliance, identify risks, and
prioritize actions. The result? Faster response times and
improved operational efficiency and service reliability.
100% Realtime data
synchronization
Ensures dispatch teams always operate on
the latest information, eliminating delays.
Stronger regulatory compliance, reduced
service disruptions, enhanced public trust.
80% Better data
visualization
Visual flags for SLA/data breaches
enabling faster remediation.
Significant enhancement of business user
satisfaction with higher degree of business
outcome with historical data visibility.
75% More analytical
insights
combining real-time data, key KPIs, & geo-
spatial visibility into a single dashboard.
Business insight enables faster, data-
driven decisions & reduced operational
risks.© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 3
CHALLENGE SOLUTION OUTCOME
Modernizing Emergency Dispatch with Real-Time Intelligence
With gas leaks, time is critical – public safety depends on early
visibility and orchestration. Yet Cadent’s Dispatch Performance
(ESOS) Dashboard relied on outdated technology, limiting
flexibility, integration, and real-time visibility. Emergency and
Repair work orders were managed in silos, and teams lacked
interactive, map-based views for Dispatch Wallboards and
network-level monitoring.
As business and regulatory demands evolved, teams faced
reduced situational awareness, slower response times, and
limited ability to adapt to changing operational needs. Cadent
needed a solution that consolidated Emergency and Repair data
into a single, intuitive platform, supported interactive maps,
provided network-specific insights, and enabled timely, data-
driven decision-making.
The new Dispatch Performance (ESOS) dashboard overcame
these challenges using SAP Fiori design principles, delivering a
clean, role-based, and intuitive user experience for a highly
complex, real-time operational environment.
Built as a freestyle SAP Fiori application, it enables end-to-
end lifecycle tracking of work order execution with integrated
geo-tagging to visualize live activities on interactive maps.
The solution consolidates large volumes of operational data and
presents them through advanced analytics, real-time indicators,
and drill-down KPIs. The dashboard integrates live data from
SAP systems through real-time API-based integrations,
ensuring up-to-date operational insights.
Users now have a single, real-time view of Emergency and
Repair work orders, improving situational awareness and
decision-making. The intuitive SAP Fiori–based design reduces
training effort and improves usability, while AI-assisted insights
help users focus on critical issues quickly.
Interactive map-based visualization with geo-tagging helps
dispatchers quickly identify work locations, network impact, and
resource availability. Real-time SAP API integrations ensure
users always work with the latest data, reducing delays and
manual follow-ups. Drill-down KPIs and analytics let operations
teams proactively monitor SLA compliance, identify risks, and
prioritize actions. The result? Faster response times and
improved operational efficiency and service reliability.
100% Realtime data
synchronization
Ensures dispatch teams always operate on
the latest information, eliminating delays.
Stronger regulatory compliance, reduced
service disruptions, enhanced public trust.
80% Better data
visualization
Visual flags for SLA/data breaches
enabling faster remediation.
Significant enhancement of business user
satisfaction with higher degree of business
outcome with historical data visibility.
75% More analytical
insights
combining real-time data, key KPIs, & geo-
spatial visibility into a single dashboard.
Business insight enables faster, data-
driven decisions & reduced operational
risks.© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 3
Project details
PROJECT OBJECTIVES USE CASE
DEPLOYMENT COUNTRY DEPLOYMENT DATE NUMBER OF END USERS TRANSACTION VOLUME
The objective of this project was to modernize the Dispatch Performance
(ESOS) Dashboard by delivering a real-time, integrated, and visually intuitive
solution.
The project aimed to consolidate Emergency and Repair work order data into
a single platform, enable interactive geo-mapped visibility across networks,
and provide actionable analytics with SLA tracking.
By leveraging SAP Fiori and SAP BTP, the solution was to improve dispatch
efficiency, enhance decision-making, ensure regulatory compliance, and
support scalable, future-ready operations.
United Kingdom 27 – January - 2026 35 - 300 Hundreds to a few thousands based on
time of the year.
4© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
•Monitor Emergency and Repair work orders for gas leaks in real time from
a single dashboard
•Track Emergency Standards of Service (ESOS) SLAs throughout the end-
to-end work order lifecycle
•Visualize live work locations on an interactive map, grouped by gas
networks across the UK
•Identify SLA risks, delays, and high-impact incidents using real-time KPIs
and analytics
•Enable dispatch teams to priorities jobs and allocate resources more
effectively
•Provide network-specific operational insights for supervisors and control
rooms
•Support faster response, improved compliance, and enhanced public
safety
PROJECT OBJECTIVES USE CASE
DEPLOYMENT COUNTRY DEPLOYMENT DATE NUMBER OF END USERS TRANSACTION VOLUME
The objective of this project was to modernize the Dispatch Performance
(ESOS) Dashboard by delivering a real-time, integrated, and visually intuitive
solution.
The project aimed to consolidate Emergency and Repair work order data into
a single platform, enable interactive geo-mapped visibility across networks,
and provide actionable analytics with SLA tracking.
By leveraging SAP Fiori and SAP BTP, the solution was to improve dispatch
efficiency, enhance decision-making, ensure regulatory compliance, and
support scalable, future-ready operations.
United Kingdom 27 – January - 2026 35 - 300 Hundreds to a few thousands based on
time of the year.
4© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
•Monitor Emergency and Repair work orders for gas leaks in real time from
a single dashboard
•Track Emergency Standards of Service (ESOS) SLAs throughout the end-
to-end work order lifecycle
•Visualize live work locations on an interactive map, grouped by gas
networks across the UK
•Identify SLA risks, delays, and high-impact incidents using real-time KPIs
and analytics
•Enable dispatch teams to priorities jobs and allocate resources more
effectively
•Provide network-specific operational insights for supervisors and control
rooms
•Support faster response, improved compliance, and enhanced public
safety
Innovations
INNOVATIVE USE OF SAP TECHNOLOGY
WHY SAP
This solution showcases innovative use of SAP technologies to deliver a real-
time, intelligent dispatch and monitoring experience. A freestyle SAP Fiori
application is used to handle complex operational scenarios while maintaining
a simple, role-based user experience. Real-time API-based integration with
SAP back-end systems enables continuous data synchronization for
emergency and repair work orders, ensuring up-to-the-minute visibility.
The solution leverages SAP BTP capabilities to integrate analytics,
geospatial services, and scalability into a single platform. Interactive map
visualization with geo-tagging transforms raw SAP data into actionable
location-based insights. Additionally, AI-assisted development and analytics
are used to accelerate solution build and enhance KPI-driven insights,
demonstrating how SAP can be extended beyond traditional reporting into an
intelligent, event-driven operational dashboard.
SAP is ideal for this solution due to its enterprise-grade reliability, security, and
real-time integration capabilities. Using SAP Fiori, the dashboard delivers a
role-based, intuitive user experience suited for critical dispatch operations.
SAP Business Technology Platform (BTP) enables seamless API-based
integration, scalability, and future extensibility. Strong analytics, geospatial
integration, and AI-assisted capabilities allow real-time insights and advanced
KPIs, ensuring faster decisions, regulatory compliance, and long-term
sustainability for mission-critical emergency and repair operations.
“The dashboard provides a consolidated view of emergency and repair
workloads, enabling effective daily oversight and governance. It
highlights unissued orders, interface failures, SLA risks, overdue jobs,
and performance against targets. By exposing underperformance and
emerging risks, it supports timely intervention, better prioritization, and
stronger operational control throughout the day.
Robert Wills, Dispatch Manager. Cadent Gas Limited
“The Dispatch ESOS Dashboard delivers a modern visual and
data-driven platform that enhances operational effectiveness, across
Emergency and Repair. By replacing a legacy system with a real-time,
relevant data flows that are solution integrated, it provides the business
with greater visibility, improved compliance, and stronger support for
making critical decisions timely.”
Jonathan Ryan, IT Business Partner – CEC/ GEM, Cadent Gas Limited
“The ESOS dashboard has transformed our approach, offering insights
beyond its original purpose. As Cadent’s SAP Engineering Manager, I
can analyze historical data, compare weather impacts like the ‘Beast
from the East,’ and conduct scientific workload testing. This fact-based
baseline enhances system resilience and optimizes new deployment
testing.
Graham Fry, SAP Engineering Head, Cadent Gas Limited
5© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
INNOVATIVE USE OF SAP TECHNOLOGY
WHY SAP
This solution showcases innovative use of SAP technologies to deliver a real-
time, intelligent dispatch and monitoring experience. A freestyle SAP Fiori
application is used to handle complex operational scenarios while maintaining
a simple, role-based user experience. Real-time API-based integration with
SAP back-end systems enables continuous data synchronization for
emergency and repair work orders, ensuring up-to-the-minute visibility.
The solution leverages SAP BTP capabilities to integrate analytics,
geospatial services, and scalability into a single platform. Interactive map
visualization with geo-tagging transforms raw SAP data into actionable
location-based insights. Additionally, AI-assisted development and analytics
are used to accelerate solution build and enhance KPI-driven insights,
demonstrating how SAP can be extended beyond traditional reporting into an
intelligent, event-driven operational dashboard.
SAP is ideal for this solution due to its enterprise-grade reliability, security, and
real-time integration capabilities. Using SAP Fiori, the dashboard delivers a
role-based, intuitive user experience suited for critical dispatch operations.
SAP Business Technology Platform (BTP) enables seamless API-based
integration, scalability, and future extensibility. Strong analytics, geospatial
integration, and AI-assisted capabilities allow real-time insights and advanced
KPIs, ensuring faster decisions, regulatory compliance, and long-term
sustainability for mission-critical emergency and repair operations.
“The dashboard provides a consolidated view of emergency and repair
workloads, enabling effective daily oversight and governance. It
highlights unissued orders, interface failures, SLA risks, overdue jobs,
and performance against targets. By exposing underperformance and
emerging risks, it supports timely intervention, better prioritization, and
stronger operational control throughout the day.
Robert Wills, Dispatch Manager. Cadent Gas Limited
“The Dispatch ESOS Dashboard delivers a modern visual and
data-driven platform that enhances operational effectiveness, across
Emergency and Repair. By replacing a legacy system with a real-time,
relevant data flows that are solution integrated, it provides the business
with greater visibility, improved compliance, and stronger support for
making critical decisions timely.”
Jonathan Ryan, IT Business Partner – CEC/ GEM, Cadent Gas Limited
“The ESOS dashboard has transformed our approach, offering insights
beyond its original purpose. As Cadent’s SAP Engineering Manager, I
can analyze historical data, compare weather impacts like the ‘Beast
from the East,’ and conduct scientific workload testing. This fact-based
baseline enhances system resilience and optimizes new deployment
testing.
Graham Fry, SAP Engineering Head, Cadent Gas Limited
5© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
Benefits and outcomes
BUSINESS AND/OR SOCIETY IT
The solution provides real-time, unified visibility of Emergency and Repair work orders, improving dispatch efficiency and SLA
compliance. Interactive maps and live analytics enable faster decisions and reduced operational risk, while the modern SAP-based
architecture ensures scalability, reliability, and improved public safety.
6© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
• Faster response to gas leak emergencies, reducing safety
risks and service disruption
• Improved ESOS SLA compliance through real-time monitoring
and proactive intervention
• Enhanced operational efficiency with better dispatch planning
and resource utilization
• Reduced manual effort and decision delays through a single,
unified operational view
• Increased regulatory confidence with transparent, auditable
performance data
• Improved public safety and customer trust through quicker
issue resolution
• Cleaner view of – and deeper insights from - the data through
SAP Fiori
• Faster development and innovation enabled by AI-assisted
solution design
• Modern, scalable architecture built on SAP Fiori and SAP BTP
• Real-time, API-based integration with SAP back-end systems
• Reusable services and modular design for faster future
enhancements
• Secure, role-based access aligned with enterprise standards
• Improved maintainability through standardized SAP
frameworks
• Reduced technical debt by replacing legacy dashboard
technology
BUSINESS AND/OR SOCIETY IT
The solution provides real-time, unified visibility of Emergency and Repair work orders, improving dispatch efficiency and SLA
compliance. Interactive maps and live analytics enable faster decisions and reduced operational risk, while the modern SAP-based
architecture ensures scalability, reliability, and improved public safety.
6© 2026 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC
• Faster response to gas leak emergencies, reducing safety
risks and service disruption
• Improved ESOS SLA compliance through real-time monitoring
and proactive intervention
• Enhanced operational efficiency with better dispatch planning
and resource utilization
• Reduced manual effort and decision delays through a single,
unified operational view
• Increased regulatory confidence with transparent, auditable
performance data
• Improved public safety and customer trust through quicker
issue resolution
• Cleaner view of – and deeper insights from - the data through
SAP Fiori
• Faster development and innovation enabled by AI-assisted
solution design
• Modern, scalable architecture built on SAP Fiori and SAP BTP
• Real-time, API-based integration with SAP back-end systems
• Reusable services and modular design for faster future
enhancements
• Secure, role-based access aligned with enterprise standards
• Improved maintainability through standardized SAP
frameworks
• Reduced technical debt by replacing legacy dashboard
technology