Utility Week

UTILITY WEEK | 10TH - 16TH JANUARY 2020 | 3 This week 4 | Seven days 6 | Utility of the Future Lessons from around the world to help the UK decarbonise 12 Policy & Regulation 12 | News Capacity market debt to be mutualised 13 | View from the top Ben Spry, head of fl exibility services, Npower Business Solutions, Energy HQ 14 | Analysis New year, new cabinet? 16 | Opinion Utility stakeholders make some predictions for the year ahead 18 | Analysis The retail energy price cap marks its fi rst birthday 21 Finance & Investment 21 | News RWE to pay £105m for King's Lynn gas plant 22 | Analysis Is PR19 tough enough? 24 Operations & Assets 24 | High viz Gridserve's ground- breaking solar plant 25 | Expert view Dave Solly, Gallagher 27 | Market view Cyber-security must always be front of mind 28 Customers 28 | News iSupply to pay £1.5m after price cap breach 29 | Market view Quality assurance can empower contact centre agents 30 Community 31 | Disconnector Mando: Improving experiences for vulnerable customers https://bit.ly/361toNK 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 BASEC: DNOs need tried and tested cabling systems they can rely on https://bit.ly/33WYzYv https://bit.ly/33WYzYv Leader Suzanne Heneghan A peaceful new year to you all... for now I t's never wise to make predictions (just ask Jeremy Corbyn), but as a new decade dawns for utilities, it's safe to view this week as the calm before the storm. As the country grinds back into action following an exhausting year of Westminster bloodletting and policy paralysis, there is much to be done to redress the inertia. The government should know industry is desperate to push on with a vast to-do list, from meeting constantly evolving customer demand and tackling net zero to consolidating long-term business plans. And sector interest will reach fever pitch come the government's spring Budget and release of the National Infrastructure Strategy. Our analysis (p14-15) looks in detail at the key issues for 2020 – a year in which we're likely to see a new Department of Energy and Climate Change rise from the ashes if, as reported, the PM creates a new "super-business" ministry. As well as an overhaul of Whitehall, a cabinet clearout is on the cards as the now majority government adjusts its focus. And with the environment set to be prioritised in the Budget, fol- lowing December's Queen's Speech, we could see fresh investment in carbon capture and storage, and nuclear energy. The election result and Labour leadership turmoil may have quelled the renationalisation noise for now, but a predictive piece (p16) from the Energy Ombudsman also points out how securing more public trust and con— dence will be the number one test for utilities in 2020. What can be in no doubt is that this coming year will see some huge tests for a fast-transitioning sector. We can expect more distributed generation, and therefore further debate over its potential impact on the grid – heightened by this week's verdict on August's shock blackout (see news, p4). People power is likely to build as more consumers take control of their energy decisions. Pressure on water companies will rise as PR19 progresses, sustainability concerns continue, and extreme weather events persist. And the industry will continue to witness the relentless escalation of data capital. Such change will require nimble regulation (see "Utility of the Future", p6-10) and fairer systems if everyone is to share in the oppor- tunities the new year brings. And there will need to be greater support for innovation if we are to meet the challenges this game-changing decade creates. All this, and Britain exits the EU in three weeks' time. Enjoy the peace while you can. Suzanne Heneghan, editor, suzanneheneghan@fav-house.com COVER STORY 16 | Predictions Burning issues facing utilities in the new decade UTILITY OF THE FUTURE 6 | How does the UK reach net zero? HIGH VIZ 24 | Ground- breaking York solar farm MARKET VIEW 27 | The need for cyber-security

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