Utility Week

UTILITY WEEK | 4TH - 10TH OCTOBER 2019 | 3 This week 4 | Seven days 6 | New Deal for Utilities The Big Debate delivers its verdict 8 fl eX Utility Week's quarterly technology supplement tells you everything you need to know about data 8 | Expert view: Flexsys 9 | The digitalisation of the energy system 13 | Expert view: Mando 14 | Making the most of smart meters 16 | Protecting consumer rights 17 | Priority service register initiative 19 | Expert view: Software AG 21 Policy & Regulation 21 | News Price cap 'could lead to 10,000 job losses' 22 | Analysis Is Labour's net zero plan viable? 23 | Opinion Abbie Sampson, Energy UK 24 | Opinion Dhara Vyas, Citizens Advice 25 Finance & Investment 25 | News United Utilities says it is ahead of targets 26 Operations & Assets 26 | Market view Energy is a local concern 27 | Market view Energy savings mustn't cost the earth 29 Customers 29 | News Disengaged customer database abandoned 30 Community 31 | Disconnector DOWNLOAD: How to beat the digital disruptors at their own game https://bit.ly/2MfKXA8 See the Community section, page 30 If you are responsible for your company's outsourced or internal customer service centre we can deliver compelling cost savings to your business, with a typical rate for an FTE of just £10 per hour. Synergy operates an established Contact Centre in a modern and thriving part of Durban, South Africa employing experienced and highly educated staff. We already successfully work with a number of UK utilities across a range of services: If you would like to see our operation for yourself we can fly you, at our cost, to South Africa. Here we will give you a full tour of our facilities, a presentation on how we work and access to our professional teams. For further information please contact steve.cripwell@synergyoutsourcingltd.co.uk / 020 7932 4171 or toby.selves@synergyoutsourcingltd.co.uk / 020 7932 4116 IFS: Sponsored report: Getting Ahead in the Diversifying Energy Market https://bit.ly/2MXkFkI Leader Suzanne Heneghan A debate for our time While a reconvened Westminster traded insults this week, a more constructive exchange was under way just across Parliament Square. In a spirit of cross-sector collaboration, those taking part in the Utility Week New Deal for Utilities Debate within the calmer surround- ings of RICS were convening to thrash out a solution to one of the biggest challenges facing our industry: how to rebuild public trust. And while our discussions were taking place on a much smaller stage, there were some unmissable similarities in the message. Like much of the wider electorate's poor view of politicians, the debate heard how utility customers increasingly lack trust in their energy and water companies. In the new world of rising consumer expectation and scrutiny, industry risks becoming the architect of its own legitimacy downfall, by failing to engage and deliver the service and social bene„ ts that now matter most to the public. Similarly, a sense of public frustration grows rapidly, with image issues having haunted the sector for far too long. Whether it be dividends, executive pay, leakage or a greater sharing of rewards…– a review of the privatisation boundaries for utilities now looks inevitable as the nationalisation narrative builds. But, just like Parliament, utilities are best placed to oˆ er the solutions to rebuilding trust and oˆ ering a new social contract to the public. They are also well-equipped to meet the other key challenge explored in the debate – empowering customers to adopt the technology to advance decarbonisation. As in the Commons, some of the biggest personalities in the industry were always bound to clash on certain areas in our debate, such as tougher regulation, price controls and government interven- tion. And there was exasperation at a disastrous smart meter rollout setting back a key energy consumption message for customers. But it was impossible for any panellist to argue with the chair of the Committee on Climate Change's chilling call for utilities to do their duty in urgently addressing the "biggest problem facing humanity". His warning was swiŽ ly echoed by Eon UK's chief executive, a long-time proponent of energy e" ciency becoming a national infra- structure priority, and who candidly revealed: "My biggest fear on this is that we will all run out of time." Utilities would do well to heed the time-wasting lessons of Brexit. No-one in our industry wants to look back and think we should have done far more, more quickly. (See Debating the deal, p6.) Suzanne Heneghan, editor, suzanneheneghan@fav-house.com OPINION 24 | Use the smart meter rollout extension wisely COVER STORY 8 | fl eX Tech supplement shines a light on data EVENT 6 | The Utility Week New Deal for Utilities Debate ANALYSIS 22 | Unions baulk at Labour's 2030 net zero target

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