Countdown to competition in the water industry

Countdown to competitionWhat customers need to do next?

United Utilities – who we are & what we do

Recognised for 7th year in the Dow Jones

Sustainability world Index, making us

leaders in the water sector for

sustainability.

United Utilities provide water and wastewater

services to over 200,000 businesses

United Utilities Scotland - now the second largest retail water provider in

Scotland

We have the largest number of business customers within our

region

United Utilities Group PLC is the largest listed FSTE 100 water

company in UK

How we’re getting ready and our successes so far

A separate Business Retail function established with locally based, dedicated and

experienced Account Management team

Embarked on market research and

consultation to understand segment

specific customer needs

Sector based expertise

Only new entrant

supplier to have switched

special agreement customers

Utility Week team of the year –

going the extra mile

Install meters in all business customers’ premises that give

automated meter reads to facilitate billing for actual

consumption.

Ofwat market retail plan March 2015

United Utilities

Competition Timeline

Apr 2016: Data upload

Jan - Aug 2015: Market Architecture Plans

Oct 2016: Go active

Dec 2016: Retail exit decision

1 Apr 2017: Go live

How customers get ready

United Utilities

Your relationship with water:

MaterialStrategicRiskQualityData confidence

Case study: Local authority

The project objectivesCustomer needs a more complete picture of its

usage across its estate to:

• Help them forecast and budget better

• Enable better risk management

• Allow them to be more efficient

• To save money through identifying and

fixing leaks

What we did

• We deployed AMR technology across the

majority of its estate (approx. 130 sites)

• We proactively analysed the data available via

our online portal which we then benchmarked

against industry standards

• Through his benchmarking we found numerous

anomalies and patterns outside the norm

• The customer then chose to dispatch our leak

detection and repair team

United Utilities

Customer benefits / payoff• Of the sites which took part in this project over 55% were found to have a problem or leak

• The total annualised costs of these problems was around £140k

• The council now has the information to supports it estates/utilities team to monitor its sites and

target cost reduction measures, reducing its impact on the environment and in turn lowering costs

United Utilities

Transactional vs. Partnership

What are you looking for from your supplier?

Transactional

• Paying the cheapest price

• No need for value added services

Partnership

• Continual service improvement over time

• On-going data cleansing

• Adopting value added services

Test the water

United Utilities

Test the water

Case study: Holiday firm in Scotland

The project objectives

To support the customer to:

• Be more resilient and have better risk

management plans

• Enable them to be more efficient

• Save money through identifying and fixing

leaks

• Improve their environmental performance

What we did• We carried out a network asset

conditioning survey, this identifies under

performing assets

• Taking our surveys data we conducted

water and wastewater network

rehabilitation to improve asset

performance across the site

• We now look after all this customers UK

sites for leak detection and repairs

United Utilities

Customer benefits / payoff• Kept the site open for business

• The site has improved facilities for its customers making it more attractive to holiday makers

• The site has a prolong life

• The customer has gained cost savings through improved asset performance

Conclusion

United Utilities

We’ve looked at the key milestones impacting customers

We’ve discussed assessing your businesses relationship with water

We’ve talked about the kind of relationship you might want to have with your supplier

Don’t forget you can dip your

toe in the water

Lynne HallBusiness Development Manager

[email protected]

Questions ?