customer challenge group - cambridge water · questionnaires (draft & final) meetings reporting...

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Customer ChallengeGroup

Presentationsfrom CCG meeting5th July 2012

Liz Swarbrick – Managing Director

Customer Challenge Group – July 2012

Presentation format

•  South Staffs Water in context

•  The past year

•  Future challenges

2

Key Facts

•  Population served 1,275,000

•  Number of households 530,000

•  Water supplied (Ml/d) 298 + 36 (STW)

•  Surface sources 65%

•  Groundwater sources 35%

•  Length of mains pipe 5,945km

•  Capex per annum £32m

•  Capex on mains £7m/pa

•  2012-13 £140 average bill

Our Strategy

•  Remains focused on

–  High levels of service

–  Providing best value

–  Being highly efficient

•  Committed to achieving

–  Further improvement in customer service

–  Band A efficiency

–  Regulatory outputs

3

How was last year for us?

•  Increased costs due to impact of dry weather

•  Cash collection getting harder

•  Significant improvements in customer service

and SIM score

•  Delivery of new IT based systems and the

capital programme is progressing well

Regulatory Outputs

Leakage Target of 74 Ml/d met

a!

Asset serviceability remains stable

a!

New water efficiency target met

a!

Levels of service standards high

a!

Abandoned telephone

calls <2.5%

X

(3.5%)

7,000 meter optants

X (5,992)

4

Customer Service

•  New customer service strategy introduced

•  Qualitative measure – consistent improvements

•  Quantitative measure – improvements seen in all

categories

- unwanted contacts 36%

- abandoned calls 50%

- all lines busy 83%

- written complaints 10%

•  Our overall score has improved from 73 to 84

Our SIM Score

5

Resources

35

45

55

65

75

85

95

105

35

45

55

65

75

85

95

105

Pe

rce

nt

full

Blithfield levels for the last four financial years, and 1996/7

2012/13 2011/12 2010/11 2009/10 1996/97

EA Drought 16th April to 11th May'12

96/7

Leakage

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Operational Events…

…with consequences…

•  Streetly burst main

– Unprecedented impact and media interest

– Prompt restoration of supplies

– 95 properties flooded

– Some customers still in temporary

accommodation

–  Increases to insurance premium

7

Challenges for 2012-13…

key priorities

•  Sustained improvements in

customer service and SIM

–  enhanced focus on customer satisfaction

–  customer/employee/partner engagement

–  additional resources

•  people

•  Investment


key priorities

•  Successful implementation of new IT based

systems

–  a new asset / works management system in

Customer Operations and Network Management

–  field staff with ‘real time’ hand held devices

–  improvements to the customer experience

–  equally about our staff and processes

–  significant business change process

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key priorities

•  Preparing for the PR14 business plan

•  Implementing an enhanced programme of

customer engagement

•  Progressing long term initiatives for future

efficiencies

In Summary…

•  An excellent performance for 2011-12

•  Commitment to 2012-13 being even better

•  Significant challenges to be overcome, in our ever changing environment, but achievable

•  So far a good start to a very busy and challenging year…..

9

SSW Customer Research

Developing Proportionate Customer

Engagement – South Staffs Plans

Business Plan

Preparations

Customer Engagement

Business Plan Submission

10

PR14 Customer Research

Final Business Plan that

represents customer

views (Jan 2014)

Existing Customer Knowledge

- Past + external survey results

- Customer Voice feedback +

Updated complaint / contact feedback

Customer Service Priorities Survey (now – Oct 12)

Decision on Willingness to Pay Research (WTP) in early 2013 if CBA needed or major

choices of investment scenarios

Decision on establishing

Customer Focus Groups in 2013

to explore in detailed customer

views

Specific Consultation on

Draft WRMP post March 2013 submission

Decision on Customer

Acceptability Testing of Overall Package / Price

Changes - ahead of FBP or post

submission in Jan ‘14

Key Dates

Ofwat PR14 methodology – Autumn 2012

Draft Water Resources Management Plan (WRMP)

submitted – April ‘13

Company Business Plan for 2015-20 submitted to Ofwat –

Jan 2014

CCG submit Assurance Report – Jan 2014

Final WRMP – March 2014

Ofwat issue Draft Determinations (proposed bill

levels) – June ‘14

Ofwat confirm Final Determinations (bill levels) –

Nov 2014 Agreed Research

Potential further research

Customer Research Task Group

Progress Update

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Overview of Achievements

•  3 Companies invited to submit proposal to conduct a tracking

survey. Objectives of survey are:

–  To understand customer views of the business

–  To determine current levels of satisfaction among customers

–  To identify the areas of the company’s operations that is important

to customers

•  Task Group teleconference held on the 21st June

–  MVA Consultancy commissioned to conduct this research

•  Task Group meeting held on 27th June

–  Survey methodology and questions/aspects agreed

–  Survey tasks and timeline agreed

Summary of Decisions Made

•  Survey Approach

–  Quantitative

•  600 domestic customers (450 online & 150 face-to-face)

•  100 business customers (online)

–  Qualitative

•  10-20 depth interviews with business customers

–  Customers should be presented with information on current

service provision

–  Survey should tentatively explore customers’ willingness to accept a bill increase for service improvement

•  Survey to be called ‘Customers’ Service Priorities’

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Survey Tasks and Timeline Customers' Service Priorities Research 2012

TASK 25-Jun-2012

02-Jul-2012

09-Jul-2012

16-Jul-2012

23-Jul-2012

30-Jul-2012

06-Aug-2012

13-Aug-2012

20-Aug-2012

27-Aug-2012

03-Sep-2012

10-Sep-2012

Inception

Domestic Survey design

Business Survey design

Piloting

Main (Domestic & Business) Survey

Quant - analysis & report

Draft Final Report

Final Report

Delilverables & Meetings

Questionnaires (draft & final)

Meetings

Reporting

Week Commencing

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guardians of drinking water quality DRINKING WATER INSPECTORATE

DrinkingWaterQualityRegulation:Englandand

Wales

JackyAtkinson

DrinkingWaterInspectorate


TheEuropeanDrinkingWaterDirective

•  TheDrinkingWaterDirectivewasfirstproposedin1975

•  Wasbasedonthescientificknowledgeandtechnologyavailableinthelate1970s

•  StandardsbasedonWHOguidelines•  Enteredintoforcein198080/778/EEC

WaterIntendedforHumanConsumption –  MemberStatesgiven1.5yearstotransposeintonationallegislation

–  FromJuly1985compliancewithstandardswasmandatory(standardsbasedontheWHOguidelines

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TheEuropeanDrinkingWaterDirective

•  The1980DirectivewasreplacedwithCouncilDirective98/83/EC

– MemberStatesgiven2yearstotranspose

intonationallegislation

– From25/12/2003compliancewiththe

standardsbecamemandatory


TheWaterIndustryinEnglandandWales

•  Privatisation:

– TheWaterAct1989,TheWaterIndustryAct1991wasaconsolidationAct

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•  TheWaterAct1989

–  Established the model as it is today with the privatised companies and the water industry regulators.

–  The boundaries were the same as the 73 Act, but responsibility for rivers went to the National Rivers Authority(later the EA).

–  Required companies to supply water that is wholesome for the domestic purposes of drinking, washing or cooking

–  Placed on the Secretary of State the requirement to take enforcement action against a water company which fails to supply water that is wholesome


TheDrinkingWaterInspectorate

•  TheDrinkingWaterInspectorate– Originallyestablishedbysection60ofthe1989WaterAct

– The1989WaterActwasintegratedintotheWaterIndustryAct1991:section86nowconcernedtheDWI

– TheDWIformallyestablishedon02/01/1990

•  TheWaterAct2003introducedcompetitionandstrengthenedthepowersoftheChiefInspector

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RoleoftheDrinkingWaterInspectorate


RoleoftheDrinkingWaterInspectorateStrategicObjectives

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•  WaterIndustryAct1991–  Detailswatercompanies dutiesconcerningwaterquality

–  TheSecretaryofState spowerstomakeRegulationsre.wholesomenessandpreservingwaterquality

–  Theoffenceforwatercompaniesofsupplyingwaterunfitforhumanconsumption

–  Watercompanies dutytoprovidealternativesupplies

–  LocalAuthorities dutiesconcerningwholesomeness

–  TheappointmentofInspectors



•  TheWaterSupply(WaterQuality)Regulations1989

– Basedonthe80/778/EECDrinkingWater

Directive

•  ReplacedbytheWaterSupply(WaterQuality)Regulations2000(cameinto

force01/01/04)

– BasedontheEC/98/83DrinkingWaterDirective

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TheWaterSupply(WaterQuality)Regulations2000

•  46parameterswithnumericalstandards•  Wholesomeness

–  Standards,bothDirectiveandNational–  Actiontobetakenintheeventoffailure

•  Monitoring–  Samplingpoints–  Samplingfrequencies–  SamplingAnalysis

•  WaterTreatment–  Leveloftreatmentanddisinfection–  Cryptosporidium–  Approvalofproductsandsubstances

•  RecordsProvisionandpublicationofinformation



•  23Watercompanies–  10WaterandSewerage

–  13WaterOnly

•  Supplyingonaverage16,000Ml/day

•  Tomorethan53.3millionpeople(99%ofthepopulation)

•  Morethan1,300watertreatmentworks

•  Morethan4,600servicereservoirs

•  Morethan331,000kmofwatermains

•  And2,249watersupplyzones

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•  Inaddition:

•  32InsetappointmentsinEnglandandWales

– Operatedby5companies


TheWaterIndustryinEnglandandWales1.  Anglian Water Services Limited

2.  Sembcorp Bournemouth and West Hampshire

3.  Bristol Water Plc

4.  Cambridge Water company

5.  Cholderton and District Water Company Limited

6.  Dee Valley Water Plc

7.  Dwr Cymru Cyfyngedig

8.  Essex and Suffolk Water Plc

9.  Veolia Water South East

10.  Hartlepool Water Plc

11.  South East Water PLC (formerly Mid-Kent Water)

12.  Northumbrian Water Limited

13.  Portsmouth Water Plc

14.  Severn Trent Water Limited

15.  South East Water Plc

16.  South Staffordshire Water Plc

17.  South West Water Limited

18.  Southern Water Limited

19.  Sutton and East Surrey Plc

20.  Veolia Water East (formerly Tendring Hundred)

21.  Thames Water Utilities Limited

22.  Veolia Water Central (formerly Three Valleys)

23.  United Utilities Water PLC

24.  Wessex Water Services Limited

25.  Yorkshire Water Services Limited

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TheRegulators

Consumers

DWI

EA

OFWAT

LocalAuthorities

HealthTrusts

23WaterCompanies


TheDWI

•  OriginallywithintheDepartmentofEnvironment(DoE)whichthenbecametheDepartmentforEnvironment,

TransportandtheRegions(DETR)andfinallytheDepartmentforEnvironment,

FoodandRuralAffairs(Defra)thatexiststoday

•  Itisindependentinitsoperation

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TheDWI

•  ChiefInspectorand25professionallyqualifiedinspectors,appointedbytheSecretaryofState

•  AllstaffbasedinLondonbutworkacrossEngland&Wales

•  CurrentlypartoftheWaterDirectorateofDefra;however,powersare

delegatedtotheChiefInspector

•  Achargingschemewillbeintroducednextyear.


TheDWI–MainTasks

•  CheckthatallwatercompaniesinEnglandandWalesarecomplyingwiththe

Regulations

•  Initiateenforcementactionasnecessary

•  Investigateincidentsaffectingdrinkingwaterquality

•  Preparecasesforprosecutionifwaterunfitforhumanconsumptionhasbeensupplied

•  Investigatewaterqualitycomplaints

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TheDWI–OtherTasks•  AdviseLocalAuthoritiesonregulationofprivatewatersupplies

•  ProvidetechnicalandscientificadvicetoMinistersandofficialsondrinkingwaterpolicyissues

•  Identifynewissuesorhazardsrelatingtodrinkingwaterqualitythatneedtoberesearched

•  Assistintheschemeforapprovingmaterialsandsubstancesthatcomeintocontactwithdrinkingwater

•  EuropeanStandardisation


TechnicalAuditProcessConsistsofthreeelements

•  Complianceassessment–  Basedoninformationprovidedbythewatercompaniesonthequalityofwaterleavingwatertreatmentworks,inservicereservoirsandineachwatersupplyzone;samplingrequirements;andprogresswithprogrammesofwork

•  Inspection–  Riskbased,rollingprogrammeofinspectionlookingatworkingpracticesforeachwatercompany

•  Interimchecks–  Unannouncedaudits

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ComplianceAssessment

Checksaremadeon:

•  Thenumberofsamplestakenagainsttherequiredsamplingfrequency– Foreachwatertreatmentworks,servicereservoirandwatersupplyzone

•  Thenumberofsamplesfailingastandard– Prescribedconcentrationorvalue

– Additionaluseofindicatorparameters

–  Investigationsintothecauseofthefailure


Inspection•  Looksateachcompany soverallpolicyonwaterqualityandchecksonhowthisisapplied

•  Levelofinspectionisriskbasedandtailoredtoeachcompany

•  Checksmaybemadeon:–  Sampling,includingauditsofsamplers

–  Analysis,includingauditsoflaboratories

–  Datahandling

–  Watertreatmentanddistribution,includingsitevisits

–  Progresswithimprovementprogrammes

–  Audittrailsofselectedsamples

–  Provisionofinformation

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InspectionofWaterQualityIncidents

•  WatercompaniesarerequiredtonotifyDWIofanyeventthatgivesrise,orislikelytogiverisetoasignificantrisktothehealthofpersonstowhomthewaterissupplied,orcausesignificantconcerntopersonstowhomthewaterissupplied

•  Eachnotificationisassessedtodeterminetheseriousnessoftheeventandthewayinwhichthecompanyrespondedtoprotectcustomers

•  Someincidentsmayresultinenforcementaction

•  Occasionallyanincidentmayresultinaprosecution


UnwholesomeWaterandWaterUnfit

•  Waterisunwholesomeif:– Astandardisexceeded

– buttherearenoimmediatehealthimplications

– andconsumersmaynotnoticetheproblem

– Mayresultinenforcementaction

•  Waterisunfitforhumanconsumptionif:–  Itcausesillhealthorisunpalatablebecauseofappearance,tasteorsmell

– Mayresultinprosecution

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Risk-BasedApproach

•  Companiesmustcarryoutriskassessmentsfromsourcetotaptoidentifyhazardsandensurethatcontrolsareinplacetoprotectconsumers

•  CompaniessubmitRegulation28Riskassessmentreportsforeachsupplysystem,highlightinganyriskstoconsumersandactionsbeingtakentoaddresstherisk.


PowersAvailabletotheDWI•  IftheCompanyhasidentifiedarisktoconsumers

thentheDWIhaspowerstotakeenforcementaction

•  ThewatercompanycangiveanundertakingunderSection19oftheActtocarryoutappropriateremedialactionwithinanagreedtimescale–  Onlyifthereisnotasignificantrisktopublichealth

•  Moreusually,wherethereisasignificantrisktopublichealth,theDWIissuesaNoticeunderRegulation28requiringtheCompanytocarryoutactionstoaddresstherisk.

•  Noticescanprohibituseofasupply

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PowersAvailabletotheDWIProsecutionisconsideredif:•  Awatercompanysupplieswaterthatisunfitforhumanconsumption–subjecttoaduediligencedefence

•  ForanoffenceundertheRegulationsrelatingtotheapprovalofsubstancesandproductsincontactwithwaterortheuseofanunapprovedprocess

•  ForanoffenceundertheRegulationsrelatingtoCryptosporidium


IndependenceandReporting•  MinistershavedelegatedenforcementandprosecutionpowerstotheChiefInspector

•  Importantintheeyesoftheconsumer

•  Nothingissweptunderthecarpet•  AnnualreportstotheSecretaryofStateandtheNationalAssemblyforWalesondrinkingwaterquality

•  Leafletsonspecificsubjectse.g.lead,hardness,chlorine,tasteandodour

•  DWIwebsite(http://www.dwi.gov.uk)

•  Freedomtoaccessmedia–  Topresentthefactsondrinkingwaterquality,includinganyproblems

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DealingwithIncidentsandEnforcement

•  CompaniesarerequiredtonotifytheDWIASAPofanyeventwhichmeetthecriterialaiddownintheID

•  Notifiedeventsmustbeconfirmedinwritingwithin72hrswithafullreportprovidedwithin1monthforeventsconsideredincidentsbytheDWI

•  Assessmentmayresultinrecommendations,enforcementaction,prosecution


InternationalInvolvement

•  ENDWAREEuropeannetworkforDrinkingWaterRegulators– AninformalgroupmadeupofrepresentativesfromEUMemberStates

– DiscussionconcernsissueswithimplementingtheDirective

–  InformalsothatMemberStatescanfreelydiscusstheirproblemswithoutfearofrepercussionsfromtheCommission

– ECattendsfor2waycommunicationandtogaintheconfidenceoftheMS

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InternationalInvolvement

•  WorldHealthOrganisation

– Todiscussdrinkingwaterissues

– Toshareexperienceandexpertise

– Emergingissues

–  InputforWHOGuidelines


PR14

•  IndependentmembersofallCEGsinEnglandandWales

•  Workwithcompaniestoagreeprogrammeofworkfordrinkingwater

quality

•  Largequalityimprovementprogrammenotexpected

•  Companiestohaveadequatecapitalmaintenancefundingtomaintainquality

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Vacancy


RegulationsTeam•  WaterFrameworkDirective

•  AssetManagementProgramme/PeriodicReview–technicaladvice

•  Distributionundertakings

•  DistributionOperationandMaintenanceStrategy

•  Competition

•  Negotiatingandputtinginplaceimprovementprogrammes

•  Auditsofimprovementprogrammes

•  Commentingoncompanies maintenancestrategies.

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AllYearRound

•  Complianceassessment

•  Dealingwithincidents

•  Cryptoanomalies

•  Dealingwithconsumercomplaints

•  Thepress

•  Training

•  Company/LA/HAliaisonmeetings

•  RiskbasedTechnicalAudit


SecuringImprovementstodrinkingwaterquality

•  InvolvementwithOfwat

–  Improvementsthatareneededareidentifiedbythewatercompany

– SolutionsarereachedthroughnegotiationbetweenthewatercompanyandtheDWI

– Ofwathastoprovideforthenecessaryworkswhendeterminingthepricerises.

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PR14Outcomes


SouthStaffsPerspective•  Overallcompliancewithstandardsisgood–above

industryaverage

•  1significantdiscolourationeventin2011affecting

13,000peopleinWalsall

•  1seriouseventtodatein2012involvingriskof

CryptosporidiumatexSeedyMillWTW–

Enforcementcarriedout-formalNoticeissued

•  1significanteventtodatein2012–discolouration&lossofsupplyaffecting120,000peopleinTipton–

causedby3rdpartydamagetomain

•  Withallcompanies,generalconcernsaboutmaintenanceofassets

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CIR•  AnnualChiefInspector sreportwillbepublishedon

12thJuly2012

•  CentralArealaunchwillbeon18thJuly,12.30–

15.30atCCWater sOffice,VictoriaSquareHouse,VictoriaSquare,Birmingham

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Presenta(onto

SouthStaffordshireWater

CustomerChallengeGroup

TheEnvironmentAgency

July2012

PointstoCover

•  TheEnvironmentandthePR14

•  TheWaterFrameworkDirec9ve

•  WaterResourcesManagementPlans

•  IssuesforCCGtoConsider/Discuss

34

TheEnvironmentandthePR14

UNCLASSIFIED

Investing in Water

• We are all benefiting from the tens of billions of pounds (nationally) that water

companies have invested to improve our water environment in the past twenty years.

• We have a reliable water supply, and wildlife such as otters and salmon making a

comeback in our rivers.

• But a changing climate and a growing population mean that there is still much to

do.

• Investment is needed to maintain existing standards and also to ensure that water

companies meet European and national standards related to water.

• Improvements to drinking water quality and the environment in the Environment Programme (2010-15) make up less than six per cent of the cost of the average

water bill (national figures).

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The Environment Agency and PR14 We are looking for:

– A resilient water industry that manages its infrastructure to reduce flood risk and meet the challenges

of growth, development and climate change

– No deterioration in the current quality of the

environment and catchments which are either at or moving towards good ecological status or potential

– A secure water supply with properly managed demands that ensures enough water for people and the environment

– Improvements in protected habitats.

TheWaterFrameworkDirec;ve

UNCLASSIFIED

36

River Basin Management Planning and

the Water Framework Directive

•  RiverBasinManagementPlanningistheprocessweusetoprotectandimprovethewaterenvironment

•  ItisusedbytheEnvironmentAgencytomeettheobjec9vesoftheWaterFrameworkDirec;ve

•  Itrecognisesthelinkbetweenpressuresontheenvironmentandtheecologicalresponse

WhatistheWaterFrameworkDirec;ve?

‐TheWaterFrameworkDirec;ve(WFD)putsecologyatthecentreofhowwemanage

andprotectthewaterenvironment

•  Morenaturallyfunc9oningwaterbodies

•  Moresustainableuseofwaterinrivers,groundwaterandwetlands

•  Highqualityhabitatsforwildlife

•  Nodeteriora;on:thestateofthewaterenvironmentmustnotfall(baseline2009)

‐ AllUKWater‐bodieshavetoachieve

‐ GoodStatusby2015,orwherejus9fiedbycriteriasetoutinDirec9veby2021,2027….*

FirstRiverBasinManagementPlanspublished2009

Itrequires“everyone”toworktogether

toprotect(nodeteriora;on)andimprovethe

waterenvironment(toGoodStatus).

.

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Severn

Humber

InMidlandsweareinTwoRiverBasins

Pressures

•  Reasonsfornotmee9ngGoodstatusareknownaspressures

•  InthefirstRBMP,ac9onstoinves;gatethereasonsforfailureandpressuresweredocumented

•  Threetypesofinves9ga9on:–  inves9gatetoconfirmthatthereisafailureofastandard,

gatheringinforma9ontobecomemorecertainthatthereisactuallyaproblem

–  inves9gatetoestablishthecauseofafailureagainstastandard

–  inves9gatewhatac;ontotaketobringcompliance

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Whataretheissuesweneedtotackle

toreachGoodStatus?

Wealsoneedtoprotectagainstdeteriora0on

Current Midlands Reason For Failure- May 2012

0 5 10 15 20 25 30

Oother pressuresInvasive non-native

Diffuse - otherNatural

FlowClassification Issues

Point - OtherDiffuse - Urban

Work in progressDiffuse - rural

Physical modificationPoint -Water Co

Percentage

*

*

* *

CatchmentSolu9ons

•  Indevelopingsolu9onsweshouldlookforwiderbenefits.

•  Byworkingincatchmentswithlandowners,throughvoluntaryini;a;vesandcatchmentsensi;vefarming,significantreduc9onstochemicalsinthewaterenvironmentcanbeachieved.

•  Thistypeofworkcanalsobenefitrawwaterabstractors,helpingsecuretheirsupplyandreducingtreatmentcosts.

•  AgoodexampleisworkSSWhavedoneinthepastintheRiverBlythecatchment.

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WaterResourcesManagementPlans

UNCLASSIFIED

UNCLASSIFIED

AReportbytheWaterCompanytoDEFRA,separateprocesstoPR14

Watercompanieshaveastatutorydutytoprepareandmaintainwater

resourcesmanagementplans.

Howwatercompaniesintendtomanagewatersupplytomeetpeople’s

needforwateroverthenext25yearswhileprovidingprotec9onforthe

waterenvironment.

TheEnvironmentAgencyproducesaframeworkforwatercompaniesto

followindevelopingtheirwaterresourcesmanagementplan(water

resourcesplanningguideline).

Watercompaniesarerequiredtopublicallyconsultontheirplans.

WaterResourcesManagementPlans

40

BalancingSupplyandDemand

InformedbyPR09Inves9ga9ons/AppraisalsandwillinformPR14

PR14TimeframeandWFD

Q 1 Q 2 Q3 Q 4 Q1 Q2 Q 3 Q4 Q1 Q2 Q 3 Q4 Q1 Q 2 Q 3 Q 4

Busine ss

plan(end Jan

2014)

Price

limits take

effe ct

C ompany

bu siness

plan

pr eparation

Timings in calendar years and quarters thereof

2014 20 15201 32012

Ofwat

FPL stateme nt

of principles

(1 5 May 2012)

Method ology consultation for

the next pr ice r eview

(end Oct 201 2)

Metho dology for the next

price review

(April 20 13)

Statem ent of Ob ligat ions

pu blish ed b y Defra

(August 2012)

Def ra and Wel sh Government actions in green text

EA act ions in red text

M inist eria l de cisions

on WFD RBMPs

(end Dec 201 5)

NEPph ase 2

( Feb 2013)

Bu sin ess plan

infor mation require ment s and

financial mo del

Final dete rminat ions

(Novemb er 2014)

Draft determinations

( June 2 014)

WFD dr aft RBMPs

6 Month

consultat io n s tarts

Customer enga geme nt and t esting

Business plan

in formatio n require ments

consultation

NEP phase 5

( Jan 201 6)

W FD SWMI

(June – Dec)

Con sultation

Social & Envir onm ental Guidanc e

and Str ategic Policy Statem ent

pu blish ed by Defra

( De cember 201 2)

NEP phase 1

( Au g 2012 )

NEP phas e 3

(Aug 201 3)

NEP pha se 4

(Dec 2 013)

Mi niste rial dec isions on WRM Ps

(Mar ch 20 14)

Dr aft WRM PDraf t WRPG

pub lishe d

WRPG

published

(June 2012)

WRMP consultatio n

an d Statem ent

of r esponse

41

IssuesforCCGtoConsider/Discuss

UNCLASSIFIED

IssuesforCCGtoConsider/Discuss

• Understandthe9mingofSSWsWRMPcomparedwithRBMPs

andPR14.

• TherolethattheCCGwillplayinthepublicconsulta9onofthe

WRMPsandRBMPs.

(WorkingTogetherConsulta(onh3p://www.environment‐agency.gov.uk/research/planning/33254.aspx)

• Therolethecustomercanplayinsuppor9ngsolu9onsfor

Supply‐Demandbalanceandprotec9onofrawwatersupplieseg

catchmentmanagementsolu9ons.

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END

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customer challenge group - cambridge water · questionnaires (draft & final) meetings reporting...

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