Proceedings

Engaging the Customer: Outcome delivery incentives (ODI)

Pete Duell, Anglian Water & James MacKenzie, Consumer Council for Water: PRESENTATIONS ONLY

(free)

Key messages
•Innovation in engagement with customers
•Change of focus to outcomes for customers and stakeholders
•Offers opportunities for innovation
•But, need to make sure that incentives are designed to support this

Pete Duell, Anglian Water

•Why is engagement important?
•How is engagement at PR14 different?
•What might happen in the future?

Customers want their say:
“75% believe that customers should have a say in how water and sewerage companies spend their money”
CCWater Omnibus Survey 2010

James MacKenzie, Consumer Council for Water

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