The Customer Forum: Customer engagement in the Scottish water sector

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.

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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.

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