Utility Week

UTILITY WEEK | 28Th March - 3rd aprIL 2014 | 21 Operations & Assets 2008 aer it was found that its sup- porting abutments had slipped, poten- tially making it unsafe for use and posing a significant risk of pollution to the River Croal from the sewer pipe. Gary Marsh, programme delivery manager at United Utilities, said: "This has been a real exercise in planning and teamwork. It was quite a milestone to see the new bridge in position and it won't be long now until both the bridge and the sewer beneath it are serving the community." If you have an asset or project you would like to see featured in this slot, email: paul.newton@fav-house.com Pipe up Neil Kinson C onverting meter readings to cash is the lifeblood of any utility – these businesses hinge on access to accurate information about a customer's energy usage. The rising cost of accounts receivable is one of the driving forces behind re-evaluation of billing and collection procedures. However, there is another factor at play here: reputation. The utility sector is no different from other consumer- facing industries when it comes to customer expectation for spot-on streamlined service delivery. As these compa- nies grapple with co-ordination of mass activity billing and service delivery, making an error in the "meter-to- cash" processes poses a huge and real reputational risk. Currently, utility employees visit premises to log data for energy usage. However, when this information is not recorded correctly, there is a knock-on effect for the customer, with the potential for increased charges. With recent research by Which? revealing that incorrect time- on-meter clocks are going unnoticed, consumers could be losing a fortune. The utility sector needs to take action or risk a backlash from people who suspect inaccuracies in their billing. While Ofgem says suppliers are not required specifi- cally to check meter clocks, the rules do say they must take "reasonable steps" to ensure the accuracy of the amount and time the electricity was supplied. How can suppliers ensure precision? Outdated man- ual processes represent growing business risks. Utility companies must combat this by ensuring speed, accu- racy and transparency in all core processes. By automat- ing manual checks, companies can reduce the likelihood of inaccurate meter readings. Not only will this save time spent on billing and invoicing, it also improves customer service by promising up-to-the-minute, accurate data. To keep customers happy, meter readings need to be accurate 100 per cent of the time. A critical audit of busi- ness operations is therefore essential to reassure them that any problems will be easily detected and resolved promptly to produce an accurate end bill. Companies that meet this expectation will be the ones that boost profits, brand value and ultimately customer loyalty. Automating and streamlining your meter-to-cash process is the fastest way to transform business risk into healthy cashflow. It's time for utility companies to figure out their meter readings or risk losing their customers to a more sophisticated supplier. Neil Kinson, vice president EMEA, Redwood Soware "The utility sector needs to take action or risk a backlash from people who suspect inaccuracies in their billing." "Outdated manual processes represent growing business risks"

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