Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction 18 th & 19 th Nov...
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Customer and the EnvironmentNo PollutionsNo Incidents100% Customer Satisfaction
18th & 19th Nov 2010Kingsgate Centre, Peterborough
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Targeting Zero Pollutions~ our current performance
WW Infra Serviceability Trend
0
20
40
60
80
100
120
140
160
180
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Rising Main
Combined Storm O/F
Sewer
Trend in Cat 1 & 2 pollutions
0
2
4
6
8
10
12
14
16
18
20
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Cat 2
Cat 1
Trend in Cat 3 pollutions
0
50
100
150
200
250
300
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
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Targeting Zero Pollutions~ our cost and pain from pollution
• Potential impact to both AW and our supply chain
• Environmental impact and damage
• Customer impact and community perception
• Adverse media coverage, legal penalty & negative exposure
• Luton Crown Court fined AW £75k plus £10k costs after Letchworth STW spill left nearly 3,000 fish dead May-09
• Shipdham incidents Aug-09 and Mar-10 – Swaffham Magistrates’ Court fined AW £22k with £5k costs
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Targeting Zero Incidents~ our current performance
• We have tried and tested management processes
• Do not want to be known only for managing incidents well
DWI Category and definition (used 2009 onwards)
• Not significant (Category 1): no further information required by Inspector to assess the event.
• Minor (Category 2): no further information required by Inspector to assess the event.
• Significant (Category 3): full company report required to enable Inspector to assess the event.
• Serious (Category 4): in addition to a full company report, the assessment requires action by more than one Inspector.
• Major (Category 5): in addition to a full company report, the assessment requires action by senior Inspectors.
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Water Quality incident performance
Type of WQ Event No. in 2009
DWI Cat 3,4 or 5
Cat 3 or above
No. in 2010
DWI Cat 3,4 or 5
Cat 3 or above
Hydrocarbons26 0 0 15 0 0
Bacteriological - Customer Taps 10 1 (Cat 3) 10% 7 1 (Cat 3) 14%Chemistry - Customer Taps 3 1 (Cat 3) 33% 1 0 0Water Fittings
1 1 (Cat 3) 100% 32 (Cat 3) 1 (Cat 4) 100%
Potential for Ingress 8 0 0 5 1 (Cat 3) 20%Discolouration
3 1 (Cat 3) 33% 3 1 (Cat 3) 33%Microbiological - AW Assets 3 0 0 2 2 (Cat 3) 100%Loss of Supply
0 ~ ~ 2 0 0AW Assets - Operational Issues 6 3 (Cat 3) 50% 2 1 (Cat 3) 50%
Total 60 7 (Cat 3) 12% 408 (Cat 3) 1
(Cat 4) 23%
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Targeting Zero Incidents~ our cost and pain from incidents
• Potential impact to both AW and our supply chain
• Reputational impact and damage
• Customer impact and perception
• Adverse media coverage, penalty and negative exposure
• Pitsford WTW Crypo incident – 22 cases out of 258,183
• Upton Rain Water Harvesting cross connection to supply
• Little Cornard rail incident
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£25MPRIZE
Service Incentive Mechanism£50MPENALTY
Customer Satisfaction Survey
Unwanted Contacts
per connecte
d property+
SIM – What is it and what’s it worth?
• Service Incentive Mechanism
• Ofwat measure customer performance in 2 ways
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How are these measures made?
• Survey for customer’s perception of service
• Our customer complaints data
Abandoned call
1 point
Unwanted call
1 point
Written complaint
5 points
Repeat complaint
100 pointsCC 4 Water investigation
1000 points
200 customers 4 times a year100 Billing50 Water50 Wastewater
Q60 – Overall…..Rate 0-5Very satisfied = 5Satisfied = 4Neither = 3Dis-satisfied = 2Very Dis-Satisfied = 1
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How arewe doing ? (5)
Phase 2 Results
AWS Billing Water Waste
Very Satisfied
98 41 24 33
Satisfied 45 16 19 10
Neither 12 4 4 4
Dis Satisfied
8 2 5 1
Very Dis Satisfied
30 3 12 15
Weekly Jobs 40,000 500 500
Customer Service Results (Score 0 - 5)
Phase 1 Phase 2 WASC League
Bench mark
Gap to Bench mark
AWS 3.99 4.01 6th 4.53 -11.5%
Billing 4.25 4.36 4th 4.75 -8.8%
Water 3.86 3.59 8th 4.69 -23.5%
Waste Water 3.71 3.71 7th 4.51 -17.8%
Customer and the Environment
No PollutionsNo Incidents100% Customer Satisfaction
How do we make it real?