1. Water sector reform
A UK business perspective

2. 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

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

4. 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

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

6. Empowering customers Customer choice Keener prices
Improved customer service
More innovation

8. 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

9. 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

10. Customer case studies

11. Put customers centre stage
Customers not properties

12. Put customers centre stage
Customers not properties
Focus on data quality

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

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

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

16. 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
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