1. How resilience for tomorrow starts today Peter Simpson Managing Director, Anglian Water Chair, Water UK

2. Likelihood of occurrence SOURCE: The Cabinet Office National Risk Register of Civil Emergencies, 2012 Water features highly on the National Risk Register Severity of impact Pandemic Influenza Coastal flooding Effusive volcanic eruption Major industrial accidents Major transport accidents Other infectious diseases Inland flooding Low temperatures and heavy snow Severe space weather Heatwaves Zoonotic animal diseases Drought Explosive volcanic eruption Storms and gales Public disorder Non-zoonotic animal diseases Disruptive industrial action

3. Locally, we’re facing a unique set of challenges 28% of the region is below sea level as a low-lying region there is a high use of energy to pump water around the region demand for water will rise, but available water won’t population is expected to rise – around one million homes to be built in the next 25 years it is the driest region in the UK Climate change impacts and uncertainty

4. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

5. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

6. Strategy & leadership Compliance with Security & Emergency Measures Direction (SEMD 1998) Business Resilience Security Emergency planning Training And Exercising Resilience Systems Business Continuity 22301: Business Continuity Management Systems Business resilience: vital to continuity, sets tone & direction within company ISO certification: validates approach and certifies ‘culture’ of resilience

7. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

8. Organisation & people ‘First Reserves’ Licence to Operate Exercise Cascade, June 2012 Breaking down silo working Exercising, rehearsing, and being ready

9. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

10. Processes & systems Workplace Recovery Centres All ‘Category A’ systems available for immediate restoration Power, comms links etc all ‘dualled’ Ideal environment for testing and development Telemetry: eyes & ears of business System designed to be on permanent ‘hot standby’ ‘Forth Road Bridge’ maintenance: regular enhancements Two, linked data-centres

11. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

12. Resilient infrastructure: enabling growth Connecting available resources with growth points: Covenham to Boston, & new WTW at Newton-on-Trent Improving network connectivity: new pumps at Melchbourne SUPPORTING THE NATIONAL AGENDA

13. Resilient infrastructure: planning for change Anticipating requirements for additional supplies: East Hills, Norwich New WTW at Rutland: built in parallel with existing plant Protecting our existing assets from flooding

14. Resilient infrastructure: ‘robust decision making’ Water Resource Management Planning & reviewing general duties in respect of resilience ‘Robust decision making’ V’s Traditional resource planning

15. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

16. Suppliers: for instance… RELIABLE TECHNOLOGY PARTNERS: understanding their resilience WORKING IN PARTNERSHIP: understanding each other’s role

17. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

18. Local authorities & partners ‘BLUE LIGHT’ SERVICES REGULATORS OUR PARTNERS, UTILITIES & OTHERS LOCAL RESILIENCE FORUMS

19. Anglian Water’s structure for a resilient enterprise Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE

20. Customers & communities Continuing to shape our own future Our platform for a resilient future

21. CASE STUDY Where have we got this right?

22. COHERENT CAMPAIGNING TO BUILD CUSTOMER TRUST ACCELERATED SOLUTIONS ENVIRONMENT PARTNERSHIP WORKING, LOCALLY AND NATIONALLY Customers & Communities Local Authorities & Partners Suppliers Infrastructure Processes & Systems Organisation & People Strategy & Leadership CULTURE Drought: leading the industry’s response

24. 60 ML per day saving 85% aware At campaign peak, 85% of domestic customers aware of the drought Water savings were significant and sustained 84% believe that it is easy to act 6 in 10 aware of our drought communications Satisfaction with the way we handled the water shortage increased to 51% (up 10% on benchmark) 51% believe communications makes them feel more positive towards us 9 in 10 believe we all share a responsibility to save water 95% say they are making at least some effort to save water at home 93% say that it is important not to waste water Did it work? Results from the drought