Excerpts from THE WATER REPORT
March 2023 issue 91
FULL STORIES AVAILABLE ONLY IN THE MAGAZINE IN PRINT AND PDF
Advisor to Enterprise Ireland and RAPID on supply chain matters, Lee Horrocks, He told the meeting there was “not enough capability or capacity to deliver AMP7” initially; a situation that was worsened by the impact of Covid. Now, Horrocks explained, AMP7 delivery might actually need to continue on into 2026 or even 2027, overlapping with the start of AMP8.
The CCG defines the customer through the broad lens of the citizen, and seeks to be “able to offer a balanced view in the light of the external environment – e.g. customer needs, environmental challenges, regulation”. A quick look at its website literature suggests the group is pursuing three main tasks: monitoring Thames’ performance against its existing commitments; bringing the customer voice to the board and executive as they operate and plan for the future; and supporting Thames to better engage with those it exists to serve.
There is however a much deeper cause; the charted journey to a better future was always a pipe-dream rooted in an over confidence that theorised investment costs were an immutable reality. As is the nature of these things, in the real operating environment other realities emerge.
Keil shared that 94% of executives and 88% of employees believe a distinct workplace culture is critical for success, but that 47% say there is little consensus at board level on what company culture should be. Moreover, customer experience is widely recognised as a determining factor for an organisation’s profitability, but customer experience is linked to employee experience and only 10% of organisations measure that.
He was speaking during a debate on an Urgent Question on water company performance brought by Conservative MP Caroline Nokes. While there was no hint of a resurgence of re-nationalisation policy, McMahon said: “Labour does not want to sit on the sidelines and witness our country being turned into an open sewer.” Later in the debate, shadow defence and education minster Stephen Morgan shared: "Labour’s plan to clean up the water industry would include cutting sewage discharges by 90%, mandatory monitoring of outlets and automatic fines for discharges.”
Progress on too many fronts is not realistic. Our engagement with
stakeholders is going to be critical to set expectation, but we will have to show progress and a willingness to strive for better performance.” Expert Forum member
CONTENTS full contents of the magazine
REPORT Supply chain casts doubt on AMP7 deliverability.
REPORT Storm overflow latest.
INTERVIEW Thames CCG chair Sukhvinder Kaur-Stubbs.
INDUSTRY COMMENT Inflation puts Scottish SR21 under more strain.
REPORT CCW workshop on social purpose and culture.
REPORT Ofwat trust survey finds firms to be ‘profit-first’.
NEWS REVIEW NIC to review major projects planning.
NEWS REVIEW Reservoir inspector numbers need a boost.
INDUSTRY COMMENT Get ready for DPC by default.
INDUSTRY COMMENT Know your nitrates.
NEWS REVIEW Biodiversity net gain to apply from November.
NEWS REVIEW Shareholders put SES Water group under review.
INDUSTRY COMMENT South Africa knowledge exchange.
INDUSTRY COMMENT Making water saving messages land.
She continues: “From a retailer perspective, why would you want to sell less water when your revenue comes from the amount of water you sell and it costs money to do the marketing? And from a wholesaler perspective, doing something on the customer side doesn't add to your regulatory capital value (RCV). The regulatory mechanism doesn't really work.”
During a webinar to share the recommendations, PA explained these options are viable; would deliver immediate benefits to the market without wholesale change to roles and responsibilities principles; and align with current market developments. The third favoured option is for a new market wide data platform to improve access to, and standardisation of, data for market participants.