Water sector reform A UK business perspective

Scottish Water history 12 regional authorities Scottish Water formed Over 200 water authorities North, west and east of Scotland Water authorities Retail competition introduced 1973 1995 1996 2002 2008

Scottish Water journey Delivered over £5 billion of investment Reduced operating costs by £3 million per week copy goes here copy goes here copy goes copy go Highest ever levels of drinking water quality Lowest average household charges in the UK water industry Massive environmental improvements

Who is Business Stream? Independent division of Scottish Water Largest stand alone water retailer in UK Provide a range of water & waste water services Serving non-household customers

Introducing competition Clear definition of retail Copy goes here All non-household customers Copy goes here Simple and transparent Copy goes here Copy goes here Customer protection Level playing field Copy goes here Regulated access

Empowering customers Customer choice Keener prices Improved customer service More innovation

Service innovation …and more to come Carbon labelling Rainwater harvesting Network mapping Consumption alerts Grey water recycling Field based services Water efficiency services Operate & maintain solutions Design & build solutions Consolidated billing Hire plant Online account management Emergency planning Smart metering Clear easy to understand bills Electronic Billing Bench-marking tools Trade effluent services Risk/reward Funding models Water consultancy …and more to come

What’s been achieved 9.8 billion litres of water saved £39.5m discounts offered 26% increase in customer satisfaction 16,000 tonnes of CO2 saved £25m consumption savings

Customer case studies

Put customers centre stage Customers not properties

Put customers centre stage Customers not properties Focus on data quality

Put customers centre stage Customers not properties Focus on data quality Segment service offering

Put customers centre stage Customers not properties Focus on data quality Segment service offering Measure customer touch points

Put customers centre stage Customers not properties Focus on data quality Segment service offering Measure customer touch points Use technology as an enabler

Put customers centre stage Customers not properties Focus on data quality Segment service offering Create a service culture Measure customer touch points Use technology as an enabler Swap boxes

www.business-stream.co.uk