1 / 11

S c = V ─ P

Economic regulation & the water industry: Between a rock , a hard place and a precipice Dr Ron Ben-David Chairperson Essential Services Commission. S c = V ─ P. S c = Customer Satisfaction V = Value (received by customer) P = Price (paid by customer).

fran
Download Presentation

S c = V ─ P

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Economic regulation & the water industry: Between a rock, a hard placeand a precipiceDr Ron Ben-DavidChairpersonEssential Services Commission

  2. Sc = V ─ P Sc = Customer Satisfaction V = Value (received by customer) P = Price (paid by customer)

  3. How well does the price of water reflect the value derived by domestic users?(per cent of respondents nationwide) From: AWA/Deloitte (2011) State of the Water Sector Report 2010-15. (September)

  4. Economic regulation & the water industry: Between a rock, a hard placeand a precipiceDr Ron Ben-DavidChairpersonEssential Services Commission

  5. “uncertainty [does not] excuse the suspension of reason and the surrender of decision-making to emotive frolics of virtuous pursuit.” Ron Ben-David (2010)

  6. Hierarchy of customer engagement informing consulting involving collaborating empowering

  7. Some factors in designing customer engagement 1. Garbage in, Garbage out 2. New technologies & social media 3. The silent majority 4. Early & on-going 5. Sharing information

  8. Some factors in designing customer engagement (cont…) 6. Going into the field 7. Respect & Appreciation 8. Manage expectations 9. Different interests 10. Playing politics

  9. language-as-delivered vs language-as-received

  10. Economic regulation & the water industry: Between a rock, a hard placeand a precipiceDr Ron Ben-Davidron.ben-david@esc.vic.gov.au

More Related