Utility Week

26 | 19TH - 25TH JULY 2019 | UTILITY WEEK Operations & Assets Market view A s our forecasts become more unpre- dictable and weather events more extreme, utilities have had to become experts in planning for the unexpected. But although the focus of this forward planning is oen on the winter months, the summer period can deliver its own surprises. Winter weather – with its storms, freezing and flooding – can cause extreme, and even life-threatening, issues. We saw that with the infamous Beast from the East in 2018. However, summer can also bring signifi- cant operational challenges. Just last year, the Beast from the East was followed by one of the most prolonged heatwaves in living memory, resulting in water shortages and hosepipe bans across the country. As we have seen in recent weeks, summer can also bring storms of its own, with intense rainfall resulting in flood damage and travel disrup- tion. To top it all off, we are now expecting to enter another heatwave. In short, planning for extreme weather must be a continuous and year-round exer- cise that is not confined to winter. Plan for the future The high summer period is almost upon us, so we must ask if suppliers are prepared for the next extreme season. The first, and key, step in being prepared is to plan ahead – and to do this, you must look back. For example, what do the patterns of pre- vious years tell you? What extreme weather events took place and what impact did these have on customers? Crucial to this stage of planning is a suite of solid man- agement information, data that lets your firm determine the relationship between weather events and operational and cus- tomer impacts. You should be aiming to find out, for example, whether there was a spike in the number of customer contacts aer a particular event. Which channels did these come through and how quickly were they dealt with? Water suppliers, especially, must be well prepared for summer, considering the pos- sibility and impact of both droughts and floods. If they have announced a hosepipe ban or water restrictions in the past, they should evaluate whether the strategy worked to preserve supply, as well as whether or not customers received appropriate communications. Firms in this space will have to review the communication channels used and whether there are other ways to reach customers if there is another ban. Perhaps most impor- tantly, water suppliers should ensure that they have clear messaging prepared and that this is ready to be effectively disseminated by customer-facing staff as soon as it is needed. The future may be unpredictable, but the best way to prepare for any eventuality will be to understand what has come before. It can be difficult to make the time for this, given the hectic pace of day-to-day opera- tions, but taking that time can pay dividends in informing your future strategy. People and communication Another key area that such an analysis will help with is resourcing. It is essential that there are enough staff to respond to spikes in customer contact. Delays in getting through only intensify customer frustration. On the other hand, receiving prompt attention reas- sures and creates a positive impression. Firms should therefore have contingency plans to be put into action at any time. They must ensure they have the right number of staff available at the right time, manning the most appropriate communication channels. Communication, of course, is another absolutely vital component of preparedness. Proactive and open communication, giving customers advance warning of extreme cir- cumstances wherever possible, can make all the difference. Better yet, give them con- structive tips and advice to mitigate the risks of extreme weather, and regularly remind them of key contact details. This will all help cut the number of complaints, increasing customer satisfaction and ensuring less of your staff 's valuable time is spent dealing with unhappy customers. It goes without saying that you must con- sider the potential impact of extreme sum- mer weather on vulnerable customers, this having become an area of particular focus for utility regulators. Identifying and supporting vulnerable customers should be a priority, because they may be disproportionately affected by extreme weather. The loss of power or water could very well be a life or death matter for a portion of the population. To protect custom- ers in such circumstances, firms need staff who are trained to understand the signs of vulnerability – which can take many forms – and are given the authority to offer flexible solutions where needed. As extreme weather becomes more com- mon year round, it will be the utilities that plan for it continuously, reviewing their con- tingency arrangements as needed, that will be best placed to succeed in a competitive marketplace. We all hope for an idyllic, blue-sky sum- mer, but I don't think any of us would be sur- prised if we are hit by unpleasant extremes. We all rely on our utilities suppliers to ensure they are prepared for every eventuality. Alex Prentice, sector lead, Huntswood Prepare for extreme summers Recent experience shows us the UK is in for more extreme weather events – in winter and in summer – says Alex Prentice, who urges utilities to be ready to help customers at these critical times. Blowing hot and cold: extreme weather is becoming more common

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