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Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction

Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction. 18 th & 19 th Nov 2010 Kingsgate Centre, Peterborough. No Pollutions. Targeting Zero Pollutions ~ our current performance. Targeting Zero Pollutions ~ our cost and pain from pollution.

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Customer and the Environment No Pollutions No Incidents 100% Customer Satisfaction

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  1. Customer and the EnvironmentNo PollutionsNo Incidents100% Customer Satisfaction 18th & 19th Nov 2010Kingsgate Centre, Peterborough

  2. No Pollutions

  3. Targeting Zero Pollutions ~ our current performance

  4. 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

  5. No Incidents

  6. 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.

  7. Water Quality incident performance

  8. 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

  9. 100% Customer Satisfaction

  10. SIM – What is it and what’s it worth? • Service Incentive Mechanism • Ofwat measure customer performance in 2 ways Qualitative Customer Satisfaction Survey Quantitative Unwanted Contacts per connected property + £50M PENALTY Service Incentive Mechanism £25M PRIZE

  11. Abandoned call 1 point Unwanted call 1 point Written complaint 5 points Repeat complaint 100 points CC 4 Water investigation 1000 points How are these measures made? • Survey for customer’s perception of service • Our customer complaints data • 200 customers 4 times a year • 100 Billing • 50 Water • 50 Wastewater • Q60 – Overall….. • Rate 0-5 • Very satisfied = 5 • Satisfied = 4 • Neither = 3 • Dis-satisfied = 2 • Very Dis-Satisfied = 1

  12. How arewe doing ? (5)

  13. Customer and the EnvironmentNo PollutionsNo Incidents100% Customer Satisfaction How do we make it real?

  14. agenda • Introduction • Group Discussion [45 mins] • Top three opportunities • Feedback Group’s “pick of the best” • Walk and Look-See • Develop Your Pledge and post on the Pledge Wall

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