PR19 engagement - Triangulating the evidence (Stage 2)
South East Water engagement strategy – the big picture 2
2020-2025 Business Plan Four core themes (pillars) that form the basis of every plan Customer priorities Cost Acceptability of Plan Levels of service 3
Customer research – the what 4
Customer research – the why 5
Customer research – influencing the plan 6
Purpose of triangulation – going beyond business plan research To develop a robust, balanced and proportionate evidence base which provides a genuine understanding of customers’ priorities, needs, requirements and behaviours Frontier triangulating the `values’ specifically for ODIs Single narrative ICS/SEW triangulating the attitudinal & preferences engagement, as well as BAU insight 7
Reminder of Stage 1 process: the `what’ 8
Stage 2: The how - engagement mix across the four key themes, nothing in isolation Customer priorities Levels of service Annual tracker Willingness to Pay SIM/satisfaction WRMP (stage 1 & 2) surveys ? Revealed preference Priorities research research Social media sentiment ? Value transfer & market Customer contacts data literature research Future customer ? PR14 & other public priorities domain valuation Consultations studies Social tariffs & PSR ODI research Acceptability research WtP research Protecting vulnerable Supercharge customer research Bill profiling Local investment focus groups & consultations Acceptability of Plan Cost 9
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 Source quality & quantity eg. Quant/qual research, BAU data, social media Plan influence eg. responsible KPIs; outcomes & PCs; behavioural toolbox, vulnerability 10
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 Quant survey/ Leakage Outcome / PC H H H wasting water FGs/BAU I wouldn't drink Appearance of tap Outcome / PC FGs H M H/M discoloured water water Positive WtP on Helps determine Environment WtP survey H H/M H/M carbon emmissions investment priorities Ensure vulnerable customers are Vulnerability Outcome / PC FGs/survey H H H supported Why not use sea Helps determine Resilience WRMP Survey L H L water? investment priorities Responsible business Multiple qual Smart meters PCC L M M/L KPIs sources • Approach doesn’t just fulfil PR19 requirements but can form basis of ongoing triangulation 11
Next steps • 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 objectives, wider commitments • Timescale – May/June • Update to Research sub group (26 June) and CCG (4 July) 12
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