This section has a variety of customer engagement resources from around the world. They include reviews, journal articles, blogs, research reports, position papers and presentations related to customer engagement.
Author: Essential Services Commission
This position paper from the ESC outlines the new regulatory model for water businesses across Victoria. At its heart is the requirement for deep and broad customer engagement as part of a regulatory submission. It includes their new customer engagement model which is adapted from the IAP2 model.
Author: WSAA
This is an article that outlines the best players in the water industry in regards to recent customer engagement efforts. It also describes that good economic regulation and liveability projects are key to a resilient urban water industry which, in themselves can increase customer engagement.
Author: Littlechild, S and Mountain B
An outline of the experience in England and Wales and Scotland, and possible application to Victoria
Author: Bush, H and Earwaker, J
Looks at the strengths and weaknesses of the 2014 processes and discusses how the regulator, companies and customer representatives can take steps in order to put customer and stakeholder engagement
Author: Nayar, S
Highlights The importance of water-use management via customer engagement
Author: Nayar, S.
An article on why and how customers should be engaged in decisions
Author: Littlechild, S
A summary of customer engagement conducted by water organisations in the U.K
Alan Lovell, Chair of the Consumer Council for Water (CCWater) in the U.K discusses his priorities and opinion on having the customer at the heart of business decisions
Author: Metro Water NSW
A presentation on a new framework for engagement that has been developed to help practitioners, managers and organisations to create effective engagement
Author: Metro Water NSW
An insight into key concepts, approaches, complexity based tools, and frameworks on engagement
Author: OPower
Discusses the need and strategies for customer engagement
Author: Littlechild, S
This paper summarises the customer and regulatory engagement developments overseas and then examines how three UK utility regulators the CAA, Ofgem and Ofwat are responding to them
Author: Sofoulis, Z and Strengers, Y
The document takes readers through three Provider-User Relationship models which look at the extent to which decisions around water use are made by consumers versus water providers.
Author: Franceys, R and Gerlach, E
The report shows that ‘there is scope for developing a more inclusive framework for consumer involvement, part of which specifically targets disadvantaged households. The fieldwork undertaken confirms that low-income customers are very interested in and willing to be involved in improving their access to a good-enough water supply.’ Note: Only abstract available- Please purchase the article or a subscription from the host website.
Author: Essential Services Commission
This document looks at the lessons learnt from previous engagement activities in the water industry, consumer preferences and the reasoning behind the actions of parties such as IPART.
Author: Tufte & Mefalopulos
World Bank Working Paper no. 170. An exploration of participatory communication in general
Author: Sprott, D
The journal article discusses ‘Brand Engagement in Self-Concept’ which influences consumer engagement with the company, and how their self-identify influences or is influenced by their choice of brands.From a customer engagement research perspective, the article is a useful reference for the creation of an engagement plan as it provides some ideas for consideration. Note: Only abstract available- Please purchase the article or a subscription from the host website.
Explains how customers can contribute to water reforms and decisions and how it is particularly good for feedback on areas such as fairness and ethics, trade-off and more. Note: Only abstract available- Please purchase the article or a subscription from the host website.