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TRANSCRIPT
Consumer Council for Water
Wales Committee
Meeting in public
31 March 2017
Catrin Finch Centre, Glyndŵr University
Wrexham
How are water companies planning to deliver
‘Best-in-Class’ customer service for household
and non-household customers in Wales?
What are the key issues they are faced with in
the short and long term?
Best-in-Class Customer
Service in Wales
Consumer Council for Water 31/03/2017 Andy Hughes
DELIVERING BEST IN CLASS CUSTOMER SERVICE
SIM qualitative - Our overall performance has stayed the same over the last 12 months with fluctuations in water & Waste
4
4.35 4.29 4.31 4.33
3.60
3.80
4.00
4.20
4.40
4.60
4.80
5.00
EOY W1 W2 W3
2015 - 16 2016 - 17
Company
4.57 4.60 4.62 4.57
3.60
3.80
4.00
4.20
4.40
4.60
4.80
5.00
EOY W1 W2 W3
2015 - 16 2016 - 17
Billing
4.09 4.15
3.96 4.02
3.60
3.80
4.00
4.20
4.40
4.60
4.80
5.00
EOY W1 W2 W3
2015 - 16 2016 - 17
Water
4.14
3.82
4.06 4.18
3.60
3.80
4.00
4.20
4.40
4.60
4.80
5.00
EOY W1 W2 W3
2015 - 16 2016 - 17
Waste
11th 12th 12th 11th 6th 5th 6th 5th
13th 12th 13th 17th 6th 9th 9th 10th
SIM Quantitative
Complaints in Q3
• 3002 total complaints • 1919 Billing
• 637 Water
• 446 Waste
• We have seen an increase in complaints this year • High levels of Work in Progress
• Issues with metering
Help When You Need It
• 50,000 supported through customer ODI
• 35,000 customers received reduction in charges up to 90% through social tariff
• Big Difference Scheme average saving £267
• 1,700 face to face conversations through water health checks
• £3.5m awarded by Severn Trent Trust Fund through grants and further assisted payments
• Launch of 24/7 customer support
5
UKCSI ODI Results we hit our ODI target this year
Jan 2017 update: • Improved 3 points compared to Jan 2016 surveys from
75 to 78 points. • Positioned 5th place in Utility sector (out of 24
companies who got a result). • 3rd amongst the 11 water companies (who got a result). End of year update: • ODI target this year was Median. • Our out-turn for the year over the 2 surveys is 76.4
against a Median of 74.5. • Overall 2016-17 top 10 of the Utility League Table over
the 2 surveys: Ovo 82.1 Utility Warehouse 80.3 Yorkshire 79.6 Wessex 78.3 M&S 77.5 Welsh 76.5 ST 76.4 Power NI 76.0 NI Water 76.1 Anglian Water 75.4
6
Jan 2017 results
Consumer Council for Water Meeting in Public 31st March 2017
Quarter 3 Performance
• SIM Survey • Q3 2nd / YTD 6th Overall
• Q3 2nd / YTD 1st Billing
• Q3 5th / YTD 14th Clean Water
• Complaints: • Total 30
• Billing 22
• Operational 6
• Metering 2
• Other 0
• Continue to see reduction in Complaints • Q3 39%
• YTD 46%
Quarter 3 Performance
• Vulnerable Customer • Work continues to support our Vulnerable customers
• Introduction of telephone applications
• Re-write of the application form for Here2Help
• Regular monthly attendance at DWP offices and Foodbanks
• 17 Charity Organisation, Charities & Events attended
• Website • Providing updates to customers for any incidents reducing the
number of unwanted calls
• 2708 customers signed up to “My Account” and “Paperless Billing”
11
Technology enabling great
Customer experiences
Improved Customer Experience
Channel shift to digital Our new bill Affordable bills for all
Customer Management Portal
(CMP)
Self Service / Chat / Social New Bill Format Leveraging Data
OLD SYSTEM TARGET
Add Footer Text
12
13
PRODUCTIVITY IMPROVEMENTS CUSTOMER MANAGEMENT PORTAL
The same view across #Customer (Billing, Credit management and COSC)
Auto wrap up, this tracks what the agent doe son the account.
Paperless sign up button on the homepage and visible to remind the agent to sign the customer
up
Contact history in view straightaway so the agent knows about recent contact, KEY – COSC
contacts also displayed
The same map as the website, the agent can use this to also
show the customer online
Customer details displayed and easily editable on the
dashboard.
Contact history in view straightaway so the agent knows
about recent contact, KEY – CS/Credit contacts also displayed
Empathy indicators enable the agent to get an understating on
the account status quickly
14
CHANNEL SHIFT TO DIGITAL SELF SERVICE, CHAT & SOCIAL
15
CHANNEL SHIFT TO DIGITAL SELF SERVICE, CHAT & SOCIAL
Peter
Bright and clear chat offerings mean it’s easy for our customer
to access our online chat service.
The pre-chat survey doesn’t ask lots of questions and based on
this information will route you to the correct department
Our new website offers a customer journey that is modern
and simple to follow. Encoring our customers to visit the
website again for future queries.
24/7 social media presence means we get full coverage to different types of customers
We are across all of the major
social media channels
A new online account management area will provide much more
information to our customers.
We'll give the customer more access online to complete more journeys
Enhanced customer journeys
16
As a customer I found it really hard to understand how you calculated my charges
and what I’m actually paying for
Your bill is so hard to understand as you use confusing jargon, provide me with a bill
that’s easy to read and understand
It’s hard to understand what options are available to pay my bill and any
help options that you have available
17
RETHINKING OUR BILL
18
I am 72 and I could understand it very well it is the best bill so far well done thank you
Good job, now show the energy company’s how it’s done
I finally understand after 10 years exactly what it is I’m paying for. Huge
improvement clear, precise, no jargon. Perfect
USING DATA TO SUPPORT OUR CUSTOMERS
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Best in
Class
Customer
Service
Team Contact Centre
Correspondence & Complaints, Offshore
Contact Centre (Ops), Offshore (Billing)
Contact Centre
Genesys
Kofax, Rapid, Savvion BPM
Synthetix
Social Sign-On
Customer routes: Current
Customer Desktop
Future: Adding channels
Case Study Improving Live Chat
Innovation - Listening to our Business Customers
• Enhancements to consolidated billing and extended
consolidated billing to more customers
• Delivering service levels to all business customers to be
the same as ‘in the market’ customers
• Improvement to water efficiency advice and services
• EDI trial
• SME Business Customer Manager championing service for
small non-households and offer additional services
Feedback- Business customer research
• CCWater ‘Testing the Waters’ 2016: - NPS score of 30 (25 points higher than the average score for England and Wales)
– Businesses in Wales trust their water/sewerage company much more than those in
England
(45% rate their level of trust as 9 or 10 out of 10, compared to 33% in England).
• Welsh Water Research 2016: - SME service expectations closely reflect those of household customers
- Welsh Water respond well in crisis situations
- Some areas for improvement e.g. better access to experts, affordable smart
meters/loggers, improved bill accuracy and explanation
Vulnerability and Affordability
• Achieve our target to help 75K customers with an affordable bill
• Continue with home visits to support affordability applications
• Bill Assist training extended with a larger team based around Wales
• Improved relationships with Citizens Advice – Utilities Advisor
• Data sharing with energy sector for Priority Services Register
• Credit agency trial to identify customers eligible for HelpU
• Added focus on working with the DWP to support direct payments
• Free water audit and water fittings health check to support affordability
• Vulnerable customer policy – bringing together all that we do
People
• Employee engagement - increase in response rate – 81% (77% in
2015) and engagement – 77% (71% in 2015)
• Service Excellence rolled out with productivity, quality and
engagement improvements across teams
• Team Coaches and Deputy Team Managers
• ‘Sail’ programme for Retail
CCWater Wales Activity
Update
Tom Taylor, Wales Chair
&
Local Consumer Advocates
CCWater Research
Update
Lia Moutselou
Policy Manager
Business customers in Wales tell us:
• They trust water companies in Wales more.
• They place Dŵr Cymru Welsh Water and Dee Valley at the
top of the water service satisfaction table, but give Dŵr
Cymru a lower rating on sewerage services.
• Give a considerably higher net promoter score for
companies in Wales.
CCWater Non-Household
Customer Tracker 2016
What our research tells us in
Wales
CCWater Non-Household
Customer Tracker 2016
Trust Sat wtr service
Sat sew service
NPS*
DCWW 8.01 94% 65% 30
DVW 8.34 94% 78% 31
SVT 7.41 95% 81% -8
England 7.6 92% 74% 2
Wales 8.2 95% 71% 33
* NPS Net Promoter Score
GREEN Statistically significant higher finding
RED Statistically significant lower finding
What our research tells us in
Wales
CCWater’s collaborative research on Universal
metering with South East Water
What our research tells us
• Customers’ water efficiency behaviour and consumption
driven by reducing bills.
• Behaviour reverts to previous patterns where no saving
achieved.
• A challenge to manage demand/reduce water use where
there is no monetary gain.
Current research projects
CCWater Water Supply Transfer collaborative
research with Dŵr Cymru and Severn Trent
explores customer views on different transfer
scenarios and costs, including acceptance of the
transfer in principle and of various scenarios.
Current research projects
Using Water Wisely/Water resources
resilience communication research
explores
• Attitudes to water resources and water savings
• What water service resilience means to customers
• Barriers to water saving engagement
• Information which can influence attitudes to water saving
• A communication framework with water consumers
Willingness to Pay for the prices setting process
project
• Good practice on stated and revealed preference surveys
transferrable to water industry
• How to combine different approached in PR19 context
• Ways to capture intergenerational fairness/valuation in WTP
• Ways to present inflation and ODIs in WTP
• Recommendations on updating research material
Current PR19 research
projects
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Triangulation project
• Identify what triangulation approaches can be used by
the water section
• Explore range of customer evidence to use in the pool of
data
• Identify & address triangulation risks
• Set out some practical guidance on triangulation
Current PR19 research
projects
Update on water and sewerage
services in Wales
CYNGOR DEFNYDDWYR DŴR,
PWYLLGOR CYMRU
CCWATER WALES
Mawrth 31, 2017 31 March 2017
Cynghorwyr Sir Faesyfed
SEVERN TRENT WATER DWR HAFREN A THRENT
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WASTE PERFORMANCE
• Full compliance with Sewage Treatment Works Permits to Discharge
• Replacing problematic CSO’s at Newtown and Llanidloes
• Focused Cleansing activities in Welshpool and Newtown due to Fats, Oils & Grease (FOG)
• No serious Pollution incidents
• Recently audited by NRW with no issues identified
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PROJECT LOCATIONS
42 Water Projects Waste Projects
PROJECT DETAIL
43
WATER PERFORMANCE
• 319 Taste & Odour complaints in 2016 • Machynlleth • Pant
• Water Quality Improvement Plan
• DSR Cleaning programme • Drinking Water Safety Plan/ Water quality Hotspots • Distribution Operating Model • Operational Efficiency Programme (OEP)
• Improved Resilience • UV Treatment at Llandinam • Service Delivery Reservoirs • Rapid response Units
• Leakage per property is 0.47m3 compared to 0.16m3 for company average • Asbestos cement mains • £5 Million Mains renewal Programme underway in Powys
Add Footer Text 44
New Lickhill River Intake
Severn Siphon
River Severn
Frankley WTW
Severn Aqueduct
Meriden reservoir (from Strategic Grid)
Trimpley River Intake
118km
Elan Valley Reservoirs
Edgbaston boreholes
Elan Valley Aqueduct (West Free flow)
Elan Valley Aqueduct (East Free flow)
Norton & Beechtree boreholes
South Staffs Water Barr Beacon to
Perry Barr
B’ham Ground Water boreholes
BIRMINGHAM RESILIENCE – OVERVIEW
CCWater Wales_31 March 2017
Birmingham
“The alternative supply will allow us to undertake planned EVA maintenance events (up to 50 days every other year), allowing a 30 day ‘dry possession’ of the aqueduct. It also provides a
critical back-up supply in the event of an unplanned shutdown”
River upgrade, Dual stream & recirculation
“To provide for a continuous water supply to our customers in Birmingham in the event of either planned maintenance or an emergency shutdown on the EVA and the removal of specified single points of failure from the Frankley WTW process”
New pump station
New pipeline
Asset can be maintained when alternative supply in use
OUR WORK IN WALES
CCWater Wales_31 March 2017
NANTMEL CONDUIT BLEDDFA CONDUIT
FRYDD WOOD CONDUIT
TUNNEL BORING MACHINE (TBM)
CCWater Wales_31 March 2017
2m
3.6
m
RECENT ACTIVITIES • Bleddfa
• Work has gone well with the new pipe connected to the existing EVA in mid-February and the old section abandoned.
• Completion of the work at Bleddfa is planned for September 2017. • We’ve been in constant contact with the local people and regular
newsletters and visits to site have been happening. • Local MP and councillors have visited site. • Lots of local and regional media interest.
• Nantmel • Work at Nantmel started at the end of September 2016. • Public exhibition has been held and newsletters have been sent
to local people and interested parties. • Tunnelling equipment and office being transferred from Bleddfa
and will be set up by end of March. • The tunnelling machine and back-up equipment is being prepared
for its launch, which is presently programmed for the end of April.
CCWater Wales_31 March 2017
DEE VALLEY WATER/ DWR DYFFRYN DYFRDWY
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Description Target Performance RAG
Status Commentary
A1 Discoloured water contacts
2.8 complaints per 1,000
population
1.07 ↑ Forecast: Positive to target
A2 Mean zonal compliance
percentage
100% 99.99% →
Forecast: Month 1 positive to target of 99.93%
A3 Delivery of outcomes of the
Legacy treatment works major
scheme
Completion by the end of
2017/18
RAG Status →
Forecast: Programme on track.
A4 Delivery of the outcomes of
the Service reservoir water
quality risk management
schemes
The first progress
milestone is in 2018/19
RAG Status
→
Forecast: Programme on track
B1 Average duration of
interruptions
0.33 total hours lost due to
interruptions for three
hours or longer per
property.
0.37 Forecast: Potential for failing this years ODI due to two strategic leaks, both interrupting
supply to 12,000 customers
B2 Sustainable economic level of
leakage target
90.8 litres per property per
day
84.3 Forecast: Slight increase on the rolling 12 months, more resources are being deployed to
keep on track
B3 Security of supply index 100% 100% →
Forecast: Programme on track
B4 Number of bursts 164
Reward band
137 ↑
Forecast: On Target vs reward target of 247 for full year
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D1 Customers’ perception based
on market research
Baseline objective to set
scores for VFM and
Affordability
Targets TBC VFM 71% HH
67% NHH
Affordability
71% HH 67 %
NHH
Forecast: N/A
Customer Research received for base line survey. Follow up tracker survey is already
being prepared. Particular focus on NHH and triangulation of other research for context.
E1 Per capita consumption and
water efficiency
131.44 per hd/day 128 Forecast: On Target
.
E2 Service Incentive Mechanism SIM score of 80 85.30 ↑ Forecast: On Target
F1 Non-household Service
Incentive Mechanism
SIM score of 80 88.41 Forecast: On Target
Additional Customer
measures for review:
Instances of no supply Number of no supply
/areas
Target to be agreed – data secured
Customer satisfaction eg Rant
and Rave
Score/5 and =/ > to SIM
survey
4.8
Number of regulatory failures Zero 10 Forecast: On target vs last year and MZC ODI
.
Volume of customers in debt % Measure being ratified by finance
Volume of customers social
tariff
Funding for 1700
customers in the year
56 Forecast: Lower than anticipated but the considerable historic support via flexible
extended payment plans (Help2Pay) must be taken into account in terms of assistance
offered to customers
Supply Interruptions
• Interruptions in supply greater than 3 hrs – Two major burst each impacting 12,000 customers. • Large Diameter mains replacement 2.3 Km . Phase 2 of our replacement scheme for the 12AC main feeding the
Farndon, Alford , Churton areas, supplying approx. 6,000 customers in total • Our AMP programme is for 60 Kilometres of replacement in the AMP
To Reduce Discolouration;
• 306 Kilometres of hard flushing last year with 269 Kilometres planned for this year.
• 20 Kilometres of ice pigging mains cleaning planned for this April and May in addition to the hard flushing programme
• On track to decommission legacy treatment works end 2017
• Trunk main, res and pumping station on target to allow decommissioning of legacy
Leakage
• Leakage 85.3 Ipp per day – below penalty band of 90 lpp per day.
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52
To safeguard the environment for future
generations
A personal service
that’s right for you
To put things right if things go wrong
Fair bills for everyone
A more sustainable and
prosperous future for our
communities
Clean, safe water
for all
Performance Update Peter Perry, Chief Opertaing Officer
To safeguard the environment for future
generations
A personal service
that’s right for you
To put things right if things go wrong
Fair bills for everyone
A more sustainable and
prosperous future for our
communities
Clean, safe water
for all
Film. Project Uno.
• Lowest ever level of water quality failures
• ‘Best ever’ Iron compliance, Customer Minutes Lost, Leakage
• Considerable effort on serious incidents eg Caban Coch Dam
• Innovation - Catchments and Zonal Studies
• Challenges - Customer Acceptability / Minor Works Costs
• ‘Zero’ RIDDORs for DCWW colleagues in water business
Water Services
Wastewater Services
• ‘Best ever’ Environmental performance
• Waste Water Treatment Works compliance
• Continuing to keep pollutions low
• Record number of Blue Flags
• Bio Solids Assurance - good progress
• Innovation - ‘Peak flow’ storm treatment / ‘Rainscape’
• Challenges - Health & Safety / Customer Service
Costs Electricity & Sludge Logistics
£320m investment
broadly on track
Regulatory Outputs
on target
Great support on key schemes &
incidents
Alliance delivering
innovation & efficiencies
Capital Programme
Major Investment (Sludge Strategy &
Zonal Studies)
To safeguard the environment for future
generations
A personal service
that’s right for you
To put things right if things go wrong
Fair bills for everyone
A more sustainable and
prosperous future for our
communities
Clean, safe water
for all
Customer Service Update Sally Gronow, Head of Customer Contact
Company Total Written Complaints
H1 =
3009
H2 =
4119
FY1 =
7128 1
2
3
NOTE: 2014-15: 3,314 Written Complaints
New billing system introduced
Annual billing, debt recovery, final severance release
IT fixes commence
‘Close the loop’ team formed
1
2
3
H1 =
4322
4
4
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SIM Scores – year to date
8h Q3
Retail Services
• Bad debt reduction
• Service Excellence
• ‘Close the Loop’ - 3,500 issues resolved in 3 months
• HelpU: 18,000 receiving support (3,400 in 2015-16)
• Innovation - Project UNO: totally new customer experience
• Solid performance with Improved cash collection and reduction in
bad debt target
• Challenges - Debt Collection & Customer Service
Thank you for attending our meeting in
Wrexham
See us in Cardiff on 22 September 2017
Contact