PR19 engagement - Triangulating the evidence (Stage 2) South East - - PowerPoint PPT Presentation

PR19 engagement - Triangulating the evidence (Stage 2)

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South East Water engagement strategy – the big picture

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2020-2025 Business Plan

Four core themes (pillars) that form the basis of every plan Customer priorities Levels of service Cost Acceptability of Plan

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Customer research – the what

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Customer research – the why

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Customer research – influencing the plan

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Purpose of triangulation – going beyond business plan research

Frontier triangulating the `values’ specifically for ODIs ICS/SEW triangulating the attitudinal & preferences engagement, as well as BAU insight Single narrative

To develop a robust, balanced and proportionate evidence base which provides a genuine understanding of customers’ priorities, needs, requirements and behaviours

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Reminder of Stage 1 process: the `what’

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Stage 2: The how - engagement mix across the four key themes, nothing in isolation

 Annual tracker  SIM/satisfaction surveys  Priorities research  Social media sentiment  Customer contacts  Future customer priorities  Consultations  Willingness to Pay  WRMP (stage 1 & 2) ? Revealed preference research ? Value transfer & market data literature research ? PR14 & other public domain valuation studies  Social tariffs & PSR  ODI research  WtP research  Supercharge  Bill profiling  Local investment focus groups & consultations  Acceptability research  Protecting vulnerable customer research

Customer priorities Levels of service Cost Acceptability of Plan

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Stage 2 triangulation: not an end in itself, it has to help shape the main business plan

Research findings Categorisation

• eg. water quality, leakage, satisfaction

Plan influence

• eg. responsible KPIs;
• utcomes & PCs;

behavioural toolbox, vulnerability

Source quality & quantity

• eg. Quant/qual research, BAU data, social media

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High level view of Stage 2 triangulation database – an example

Research Finding Business issue/area Business plan impact Data source Relevance Robustness Overall weighting SEW need to stop wasting water Leakage Outcome / PC Quant survey/ FGs/BAU H H H I wouldn't drink discoloured water Appearance of tap water Outcome / PC FGs H M H/M Positive WtP on carbon emmissions Environment Helps determine investment priorities WtP survey H H/M H/M Ensure vulnerable customers are supported Vulnerability Outcome / PC FGs/survey H H H Why not use sea water? Resilience Helps determine investment priorities WRMP Survey L H L Smart meters PCC Responsible business KPIs Multiple qual sources L M M/L

• Approach doesn’t just fulfil PR19 requirements but can form basis of ongoing triangulation

• Development of Stage 2 triangulation

database

– using agreed inputs from Stage 1

• Assessment of research and BAU

insight for populating database and

– clear mapping to 4 x pillars of plan – cross reference to high level objectives of engagement strategy eg aims and

• bjectives, wider commitments
• Timescale – May/June
• Update to Research sub group (26

June) and CCG (4 July)

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Next steps