This paper outlines the reasons behind creating the Customer Forum, how it was created, and how it achieved its tasks and the results it garnered. It also outlines the roles played by Scottish Water and the regulator WICS and how issues were addressed. In addition, the article provides analysis of what worked well, what didn’t, whether the Forum process was beneficial, and what in a statutory and regulatory context can be done in future.
United Kingdom
The water industry in the U.K has been at the forefront of customer research and engagement due to the number of water utilities that have undertaken various engagement activities when preparing their plans and proposals.
Scottish Water is a noteworthy case within the U.K as the organisation implemented a major engagement program before their pricing proposal to WICS (Water Industry Commission for Scotland).
RPI-X, competition as a rivalrous discovery process, and customer engagement...- Utilities Policy
The article explains how the Customer Forum assisted Scottish Water in being more thorough with its investment decisions and that the outcomes achieved through this type of negotiation were better than expected. Note: Only abstract available- Please purchase the article or a subscription from the host website.
2012 - Scottish Water - Listening to our customers - report
Customer Engagement Programme and Insights Report November 2012
The Customer Forum for Water in Scotland: Legacy Report
Lessons learned from customer involvement in the 2015-2021 Strategic Review of Charges
Full Strategy 'Water Future'
South West Water conducted customer research to prepare for their price review which occurs every five years. The results of the customer research process, the proposed investments, and the long term vision (until 2040) are presented in this document.
South West Water’s PR14 (2015-2020) Business Plan-Report to OFWAT Volume 1
Section three of this document summaries how the business plans for the company were shaped using input from the Customer Engagement programme.
Ofwat (2010) Customer Engagement
This document sets out OFWAT's approach to customer engagement during the price-setting process
Involving customers in price setting – Ofwat’s customer engagement policy
Ofwat’s customer engagement policy: further information
Consumer Council for Water- Reflection
Dame Yve Buckland reflects on ten years as Chair of the Consumer Council for Water
WFCP Report to Ofwat Volume 1 FINAL
Water Future Customer Panel Report to Ofwat on South West Water’s PR14 (2015-2020) Business Plan
Customer Engagement in the UK Water Sector
How the latest price review changed the game, reflections on the experience and what the future holds
Taking Care of Water Thames Water 2007
This Strategic Direction Statement is the result of Thames Water's planning and community consultation.
Bristol Water Business Plan- Consumer Views 2009
Bristol Water sought the views of customers and stakeholders in compiling this business plan and this document reflects the views.
Wessex Water Business Plan (2014)
Wessex Water’s plan for services and bills up to 2020. This is an outline of the business plan and the way in which the community and stakeholders were consulted
Wessex Water Business Plan (Short)
Wessex Water’s plan for services and bills up to 2020
Wessex Water in Australia
A presentation on the current industry environment and how the organisation plans to implement sustainable bills through sustainable solutions
Issues Paper (Customer Engagement and Service) Final
Describes the reasons behind OFWAT’s push towards customer engagement for its companies for business case creation and regulatory submissions.
Yorkshire Customer Forum Report
A report from the Yorkshire Customer Forum on Yorkshire Water’s customer research, stakeholder engagement and business plan
Southern Water Customer Engagement (Economic)- Willingness to Pay (2013)
An overview of a programme of research exploring customers’ willingness to pay (WTP)
Water 2020 Customer Engagement- lessons and opportunities
This short paper presents some perspectives on the lessons to be learned from the success of the engagement efforts and sets out a vision for the role of customer engagement in the sector, addressing the challenge of how to keep customers engaged