Waterwise Annual Conference 2019 Slide deck · rolling 12month avg water savings for the 2yrs after...

www.waterwise.org.uk

‘Pathway to ambitious water efficiency - Getting to 100 litresa day and lower…’

19th

-20th

March

Sponsored by:

Waterwise Annual Water Efficiency Conference 2019


Lee Horrocks, Waterwise Deputy Chair

Welcome


WiFI:

Coin Street Community Builders

Password: 3vents2016

We will be using Slido during the sessions marked

with * on the agenda

www.sli.do Participant code: #P898

Slido is an audience interaction tool for meetings, events and conferences. It offers interactive Q&A, live polls and insights about your audience. The Chair will take questions from slido as well as from the floor, and may undertake live polls during the session.

@Waterwise

#WaterwiseConference2019


Sir James Bevan – Chief Executive, Environment Agency


Digital Innovation *

www.sli.do Participant code: #P898*

Andrew Tucker – Water Efficiency Manager

Water Efficiency

|

Update on water efficiency stuff !

Summer 2018 & Smart

Meter Data

Smarter Business

Visits

Water Efficiency Incentive for Water Retailers

PCCDigital

Customer Engagement

Launch new

Calculators

|

Summer 2018

|

Highest water

demand ever

We were producing an extra 450m L

every day

17% increase

on demand 500

550

600

650

700

750

12-Aug 14-Aug 16-Aug 18-Aug 20-Aug 22-Aug 24-Aug

ThamesValleyTotal

ForecastDemandMl/d PROMl/d

140.0

150.0

160.0

170.0

180.0


Slough,Wycombe,Aylesbury


40.0

50.0

60.0

70.0

80.0


Reading(Fobney)Area


60.070.080.090.0100.0110.0120.0


Swindon/CotswoldsArea


40.045.050.055.060.065.070.0


GuildfordArea


60.0

70.0

80.0

90.0

100.0

110.0


Reading/NewburyArea


1900

2000

2100

2200

2300

2400


LondonTotal

ForecastDemandMl/d PlannedOutputMl/d

60.0

65.0

70.0

75.0

80.0


FarnboroughArea


0.0

20.0

40.0

60.0

80.0


FarninghamHillArea


20.025.030.035.040.045.0


RussellHillZone


0.0

5.0

10.0

15.0

20.0


EpsomArea


Summer 2018 – water demand

|

Smart meter rollout in London

|

Water consumption during the summerAverage daily household consumption

Record peak demand and duration driven by high

temperatures ?

Average Daily Household Consumption (L/h/d)

Temperature (C)

Analysis of smart meter data will allow us to Predict and

Prepare ahead of changes in weather and

customer behaviours

|

Using text messages for short-term demand reduction• To assist in an immediate need to reduce peak demand, customers in Sough were sent a text

• Result = short-term but significant demand reduction to help local water storage recovery

• Customers responded very positively to a plain speaking proactive communication

|

2018 Summer - Comms and researchCustomer Survey“How did you use

water during the hot dry summer?”

24% of homes used hosepipes/ sprinklers,

over 3 times per week

(500L each time)

16% of homes used Paddling Pools. Filled

three times per week

(100-2000 litres each)

Despite 67% of population aware of hot

weather impact on water

supplies, only 3% of HH used

less water

|

Summer 2018 – putting water efficiency into action

|

2018 Summer - “On the Air”

|

2018 Summer - Getting stuff done

|

2018 Summer - social media

|

2018 Summer - Happy customers

|

Digital Platform for Water EfficiencyKeeping track & improving our activities

|

What does smart meter data tell us?Usage savings immediately after a smart meter install & Smarter Home Visit,

compared to unmetered control group

Avg water savings

after smart meter

installation

Avg water savings

after water

efficiency visit

(retrofit & advice)

Headlines: demand reductions

compared to control group

• Smart Meter only = 12.9%• SHV only = 16.4%• Combined meter + SHV = 29.3%

Demand reductions from customers that

received a smart meter & water efficiency visit

12 months previous (compared to unmetered

customer usage

|

Demand reduction resultsrolling 12month avg water savings for the 2yrs after Smart Meter and Smarter Home Visit

Water savings

increased following

notification of

metered bill starting

Record water savings are

being achieved at Smart

meter install and

Smarter Home Visit

Slow degradation of water savings over 2yrs

following meter install and SHV. Likely to be

degradation of behavioural change.

Better customer portal & engagement needed

to maintain & enhance water savings

|

How to use the data

Daytime Daytime

WeekendsWeekdays

06:00

06:00

We can understand

how water is used

throughout the day

Better understand and use segmentation

for developing and implementing water

efficiency comms and activities

Four customer ‘personas’ found

• ‘Stay at homers’

• ‘Night Owls’

• ‘Early Birds’

• ‘Late risers’

|

Smarter Business Visits

|


….it’s not glamorous, but we save a lot of water

|


Install Urinal

controls

Fix internal leaks -

Wastage

Convert WCs to dual-flush

3,000 SBVs

|

Smarter Business VisitsWe will exceed 6 ML/d

Offset capitalproject

Original target was 1 ML/d

Hairdressers

62

Hotel

39

Leisure centre

38

Multi-site

185

Office

308

Other

459

Pub

110

Restaurant

196

School

264

Shop

825

School -

WESP 12

Hairdressers

452 l/d

Hotel

4,219 l/d

Leisure centre

3,977 l/d

Multi-site

1,698 l/d

Office 1,256

l/d

Others

4,454 l/d

Pub

1,511 l/d

Restaurant

1,087 l/d

Schools

7,993 l/d

Shop

689 l/d

What sort of business? How many? Which business saves the most water?

|


|


• Thames Water will reward NNH Retailers for proven water efficiency

savings, made to non-household customers

• Retailers can submit evidence of water savings, receiving a payment

Service Definition:

Water efficiency incentive offer

Require 3 months

meter data pre & post

water efficiency

intervention

Photo and data

evidence of water

efficiency work

Payment =

£0.05 per Litre/Day

saved

• offer once per SPID per 2 years

• available to NHH Retailers only

• not valid for change in business

practice, change in FTE, change in

opening hours, change of

operations and/or production line

|

Per Capita Consumption (PCC)

|

Proposed PCC Scenarios & Measures

Internal – current ambition

Internal – technology & programme revolution

External – current ambitionExternal – technology & programme revolution

|

PCC roadmap

AMP7 AMP8 AMP9 AMP10 AMP11 AMP12

PCC

145

140

135

130

125

120

115

110

105

100

Water Company Programme – Current ActivitiesWater Company Programme – Technology & Programme RevolutionExternal PCC Reduction Opportunities – Current ActivitiesExternal PCC Reduction Opportunities – Policy & Regulation Revolution

|

1. Defra PCC consultation and call for evidence Call for evidence on

metering / PCC benefits

2. Water UK ‘PCC Cost Curve’ project - quantifying costs / cost benefits of

primary PCC reduction actions required to deliver on targets. Demand

reductions include both water company and govt actions.

3. Water Resources South East (WRSE) - holding a one-day PCC discussion workshop in April. Will present workshop outputs /

recommendations to the new “WRSE Advisory Panel” (CEOs).

• raise awareness and buy-in on PCC

• highlight key PCC challenges and actions

PCC ……other things happening

Present Artesia ‘Peak Demand’ study? Ask Dene (as recommended by Nicci)

|

PCC and population growth

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

EastMidlands

EastofEngland

NorthEast NorthWest NorthernIreland

Scotland SouthWest Wales WestMidlands

YorkshireandTheHumber

ThamesWater

(dWRMP)

2020 2025 2030 2035 2040 2045 2050

Thanes Water's population growth

up to 2050 is the equivalent of adding

to current total populations of

Birmingham (984k) + Liverpool (864k) +

Leicester (508k)

London will have 1.19m new homes by 2050.

This adds 2.38m new dual-flush toilets. Based on our current

leaky-loo stats (8% of homes), >190k extra leaky-loos - losing

at least another 38 ML/d.

In parallel with changing fitting standards and building

regulations, we can only address this issue with smart

metering, intelligent use of data and effective digital customer

engagement.

|

Digital Customer Engagement

|

Print / Online articles and Social Influencers

|

Water Energy Calculator

and

Water Calculator for Businesses

|

ALL NEW Water Energy Calculator - households

|


New questions and calcs on food washing

New questions and calcs about

Leaky-Loos

|


|

ALL NEW Water Energy Calculator

|

Business Water Calculator

|

2. Business Water Calculator

|

Business Water Calculator

Waterwise Conference19-20th March 2019Paul GlassSmart Metering Programme Manager

Population increasesfrom4.619M(2019/20)to5.650M(2044/45)

Our WRMP Challenge2020

surplus of 144 Ml/d

2045 deficit of -146

Ml/d

The impact to our supply-demand balance is 290 Ml/d by 2045

The smart metering networks

Our Smart Metering Partners

The Customer Portal

AnglianWaterAMI– NMKTADC

MeasuredBills– 11.5%saving

AnglianWaterAMI– NMKTADC

UnmeasuredBills– 20%saving

Customer Leakage Support team

Since June 2017, we have returned >£100K in wastage allowances to customers in the trial areas who

have repaired leaks.

Recent work on voids shows around 30% occupancy and nearly half

with regular use. If all picked up in billing £36K in revenue.

Supply pipe loss fixes have removed 67,000 litres per day from the 4 DMAs.

Newmarket fixed networkSupply Pipe Losses….

Peak 3135 l/hr

Current 344 l/hr

89% reduction.

Plumbing loss fixes have removed 150,000 litres per day from the 4 DMAs.

Newmarket fixed network….and Plumbing Losses

Peak 7626 l/hr

Current 1373 l/hr

82% reduction.

Newmarket fixed networkplumbing losses

10%0%

55%0%

34%

1%

Locationofleaksfrom866approachestocustomers….

External

FaultyMeter

Internal

Noleak

Unknown

NoLeak

5%14%

7%3%

71%

0%

…andofthe476internalleaks,mostwereleakyloos…

Tank

Tap

Unknown

Customerpipe

Toilet

WaterSoftener

23%

77%

...andmostleakylooswerePush-Button

HandleSyphon

Push-Button

Newmarket said…

"People need instant feedback on water consumption. It's no use getting a stonking great

bill after 6 months and feeling powerless to do anything about it."

From ‘Once yearly, nearly’

ToAnytime you want

Meters shouldn’t just be a cash till

DI Impact of the Beast from the East

Smart Metering contribution to the WRMP challenge

51MLD

73

Deliveringdemandreductionsthroughinnovation

JohnDevall

WATERWISE

74

OVERVIEW

Waterefficiencythroughtheages

• Housedesign

• Fixturesandfitting

• Customerbehaviour

Summer2018

• Campaign

Fittingstrials

Innovationopportunities

75

SUMMER2018

76

CAMPAIGN

WaterEfficiencycampaigninJuly2018:

• Wouldanintegratedcampaigninfluenceourkeymetrics?

• Toshapeourfuturestrategy,planandexecution.

Context:

• largestmarketingcampaignthatSevernTrenthasruninrecenthistoryandthefirstonetoinclude television.

• Thecampaignranduring‘HotWeather’andprovidedanumbrellaforanumberofwaterefficiencymessages.

• TVcampaign– a‘softcall’toactionaroundwaterefficiency

• Socialmediaanddigitalchannelswoulddeliverthehelpandadvice.

Thenumbers

• 3.5mpeoplesawTVadverts

• 2.5m‘impressions’onFacebook- doubleanormal‘click through’rate

• ~1millionviewsonYouTubepre-roll

• 90outdoorpostersfor4weeks

77

SocialMedia’sability to

driveawater-saving

message

CAMPAIGN– CHANNELPERFORMANCE

78

CAMPAIGN- REVIEW

When,ifever,doyouthinkitisacceptableforSevernTrenttoaskcustomerstouselesswater?

69%ofcustomerssaiditwasacceptableforustoaskduringaprolongeddryspell

IfSevernTrentaskedmetouselesswaterIwouldtrytodoso?

75%saidyes

Activerainwaterharvestingsystems inLlysRhysnant,

Powys.

Workingwiththelocalcommunity andOTAWater - double

upasactivestormwatercontrol.

Ouraimistokeepthemanagementofwaterlocal,

sustainable andlow-carbon.

ACTIVERAINWATERHARVESTING

SocialLandlordtodesignandbuildthe75litre

(PCC)house.

Staffordshire– aCountywithasignificantlong-

termsupply-demandchallenge.

Impactandcustomeracceptabilityofarangeof

productsincludingultralow-flushtoilets,low-flow

showersandgreywaterrecycling.

CascadeGreywaterRecycling

PropelairToiletsKeldaLowFlow

Showers

SMARTHOMESFORSTAFFORDSHIRE

Thepropensitytoleakanalyticsuses3yearsof

historicalleakagedatatoidentifyonamap

wheretolookforleaks

Beastfrom

theeast

Machinelearninganalyticsmodel

INNOVATIONOPPORTUNITIES?- WATERLEAKAGEANALYTICS

VIRTUALDSTOverthelast6monthstheVirtualFieldTeam

have:

• Taken6838videocalls• Saved67%inspectionsbyusingvideocalling

tocreatefirsttimejobbuild• Customerfeedbackhashugelyincreased

Verypolite,positive

attitudelookingtoresolveissuerather

thanofferingexcuses.Excellent!!

Thereportingofmyproblemhas

beendealtwithspeedandexpertlyjustwaitingtoseeifthe

workwillbedoneonthesamescaleregards

INNOVATIONOPPORTUNITIES?- VIRTUALDSTSERVICE

Afterexperimentingwithtraditionallearning

methodsvsVR,withasampleoflearnerswe

havefoundthatknowledgeretention(5weeks

later)wasup80%whenusingVR

INNOVATIONOPPORTUNITIES?- VIRTUALREALITYPOC FORTHEACADEMY

84

QUESTIONS


Digital Innovation

Panel Discussion

www.sli.do Participant code: #P898*


Waterwise vision

Nicci Russell, Waterwise Managing DirectorWaterwise Annual Conference, 19th March 2019


Water is used wisely

every day,

everywhere


Reflections on industry ambition

PR19 business plans; WRMPs

More ambition than ever before, right across UK

But we’d like to see even more

Long term - a few exceptions aiming for 100 or lower by 2045, but more

ambition needed across the sector. Most are still planning for 115 or more by 2045!

Percentage reduction to 2045 varies from 4.3% to 27%.

Short term - Business plan ambition to 2020 for England and Wales ranges from

120 to 151 PCC, and percentage reduction to 2025 is between 1 and 11%, with

most bunching around 3 and 6%. We’d suggested Ofwat challenge at a 10%

reduction in the IAP...


WATER

COMPANY

OFWAT PR19 INITIAL ASSESSMENT PCC (l/p/d) data from BP xls APP1 tab 3yrs avg

OFWAT IAP

Outcome

Proposed PCs &

Service Levels

Summary of OFWAT comments on PCC

Ambition

2019-20

(forecast)

2024-25

AMP7.end

% Change 2044-45

SoR DYAA

(from EA)

% Change

Yorkshire SLOW

TRACK

BCompany already at UQ on per capita consumption

(PCC) and proposes a further large percentage

reduction by 2025. No concerns other than PCC

reward rates

131.2 119.3 -9.1

Southern SCRUTINY CCompany noted as having UQ ambition on PCC.

Target100 referenced. Concern over customer support

for PCC reward payments

131.0 120.0 -8.4 100.0 -23.7

South West FAST

TRACK

BNo issues. Company praised for working with others on

demand management.

137.2 128.7 -6.2 125.0 -8.9

NWL SLOW

TRACK

BNo concerns on ambition other than reward rates. For

demand solutions, there is no evidence of engagement

with third parties to deliver PCC reduction

143.6 136 -5.3 116.2 -19.1

Thames SCRUTINY CConcern over lack of ambition on PCC given water

stress challenge142.0 136 -4.2 121.0 -14.8

Anglian SLOW

TRACK

BCompany seen as ambitious on PCC. No concerns on

PCC other than reward rates.

136.2 130.7 -4.0 120.0 -11.9

STW FAST

TRACK

CNo issues

133.3 128.6 -3.5 120.7 -9.5

UU FAST

TRACK

CLimited ambition on PCC noted which will see

company in lower quartile by end of AMP141.5 137.1 -3.1 115.9 -18.1

Wessex SLOW

TRACK

BAmbition on PCC seen as beyond upper quartile with

good evidence of demand management schemes.

129.7 127.9 -0.9 124.2 -4.3


WATER

COMPANY

OFWAT PR19 INITIAL ASSESSMENT PCC (l/p/d) data from BP xls APP1 tab 3yrs avg

OFWAT IAP

Outcome

Proposed PCs &

Service Levels

Summary of OFWAT comments on PCC

Ambition

2019-20

(forecast)

2024-25

AMP7.end

% Change 2044-45

SoR DYAA

(from EA)

% Change

Affinity SCRUTINY CCompany noted as proposing biggest percentage

reduction in PCC in industry. No concerns other than

PCC reward rates. Further details requested on

incentives to retailers

149.8 133 -11.2 110.0 -26.6

Portsmouth SLOW

TRACK

CConcern over lack of ambition on PCC.

Insufficient evidence provided.141.7 135.0 -4.7 128.7 -9.2

Cambridge SLOW

TRACK

BConcern over customer support for PCC reward

payments

143.7 137.7 -4.2 129.4 -10.0

South East SLOW

TRACK

BConcern over lack of ambition on PCC given

water stress challenge149.7 140.3 -6.3 119.0 -20.5

Sutton & E

Surrey

SLOW

TRACK

BFailure to engage third parties on demand reduction

noted. Concern over customer support for PCC

reward payments

145.8 136.2 -6.6 118.0 -19.1

South Staffs SLOW

TRACK

BConcern over customer support for PCC

payments.3,000-home development aiming to

achieve 80l/hd/d PCC noted

129.6 128.3 -1.0 123.3 -4.9

Bristol SLOW

TRACK

BPCC target ambition has reduced since dWRMP, suggesting to OFWAT the need for more work in

this area.

142.0 135.0 -4.9 129.4 -8.9


It’s not just about the industry

Welcome government and regulatory appetite - Defra, Welsh

Government, Ofwat, Environment Agency, National Infrastructure

Commission

To help deliver ambitious PCC reductions, we need:

● Mandatory water efficiency label

● Product standards

● Building standards

● Metering

● Water neutrality

● Water-efficient procurement

● Customer engagement beyond

companies

● Regional ambition


And it’s not just about the wholesale

industry

And an announcement…


We also need a water-saving culture

Australia and California – sustained

engagement drives sustained reductions

National, regional, independent/third

party engagement

Do we think that 2018 freeze-thaw

and heatwave messaging (and

2012 drought messaging) would have

landed better with context and tips at a

UK level, via an independent UK

website/source...?


#WaterSavingWeek201929th April - 3rd May 2019

Meat Free Monday

Toilet Tuesday

Wash Wednesday

Tap Thursday

Freshwater Friday


Waterwise Checkmark

Waterwise Checkmark for Offices is up and

running

First offices going through the process now

Speak to us find out more


Working together - more than the sum of

our parts


Why not go for 30% reductions, 80 PCC, etc…..?

What if?

Let’s go for it!


Thank you, lunch slido poll -

and questions?


#WaterwiseConference2019

Waterwise Annual Water Efficiency Conference 2019

www.sli.do Participant code: #P898

Waterwise Annual Conference 2019 Slide deck · rolling 12month avg water savings for the 2yrs after...

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