Customer Liaison

How should customers’ and stakeholders’ views be used in regulatory decisions?

Reference: 21/CU/03/4
ISBN: 978-1-84057-920-8
Published Date: 09/10/2021

Frontier Economics was commissioned by UKWIR to develop a range of pragmatic options for customer and stakeholder involvement in price controls, and an assessment framework to assess each of these options and how these can be implemented in the context of water regulation.

The overall aim of the project was not to settle on a single recommended option for customer and stakeholder engagement, but to identify a range of engagement options at a high level that can potentially be applied in UKWIR jurisdictions.

This report details the options for customer and stakeholder engagement that were developed, and presents the high-level risks, opportunities and trade-offs in the implementation of each.

Annex 1

Reference: 21/CU/03/4
ISBN: 978-1-84057-920-8
Published Date: 09/10/2021

Frontier Economics was commissioned by UKWIR to develop a range of pragmatic options for customer and stakeholder involvement in price controls, and an assessment framework to assess each of these options and how these can be implemented in the context of water regulation.

The overall aim of the project was not to settle on a single recommended option for customer and stakeholder engagement, but to identify a range of engagement options at a high level that can potentially be applied in UKWIR jurisdictions.

This report details the options for customer and stakeholder engagement that were developed, and presents the high-level risks, opportunities and trade-offs in the implementation of each.

The Future Role of Customer and Stakeholder Engagement in the Water Industry

Reference: 15/CU/03/3
ISBN: 1 84057 793 2
Published Date: 21/10/2015

This is the report from the UKWIR study on the possible approaches to customer and stakeholder engagement in water industry price reviews. It has four main parts comprising: a review of the strengths and weakness in customer engagement during the recent PR14 process; a look at the lessons that emerge from experiences of customer engagement in price reviews in other sectors; an assessment of the preparatory steps that the sector can take to put customer and stakeholder engagement on the firmest possible foundations ahead of the water sectors next price review, PR19; and an outline of three possible models for the conduct of this review.