Utility Week

Customers UTILITY WEEK | 24TH - 30TH NOVEMBER 2017 | 25 In a time when nuclear power is under the micro- scope in the UK, it is more important than ever for builders and utility compa- nies alike to analyse compo- nent selection in both new builds and refurbishment projects. Even seemingly small-scale components can have a significant impact on total cost of ownership and overall safety. In nuclear power plants, smooth operation and overall safety are dictated by the sum of the durability and longevity of all parts. However, not all components in nuclear power plants are capable of deliver- ing long-term performance and withstanding potential severe accident conditions. Component failure in a severe accident scenario can have catastrophic consequences, especially in the instrumenta- tion and control (I&C) chain. What should be done to establish best practices and make sure nuclear power plants incorporate the safest and most robust components possible? In July 2017, the International Atomic Energy Agency (IAEA) issued TECDOC report #1818 detailing recommendations for the "establishment of an international technical basis to be considered when assessing the electrical and I&C equipment's reliable performance under severe accident conditions". Such a basis would alleviate the potential issue of components being subject to conditions exceeding original design basis assumptions in severe accidents. The good news is there are superior components already available. Glass-to-metal sealed electrical penetrations, which represent a far more robust alternative to polymer- sealed counterparts, are one example. Glass-sealed penetra- tion assemblies have a 60-year qualified lifetime, require no maintenance, and have been tested to withstand extended exposure to high temperature and pressure levels observed in severe accidents. The ability of glass-sealed penetrations to match or even exceed the reactor lifetime results in lower cost of ownership by eliminat- ing the need for replacements, contrary to polymer seals which can wear out in just 15-25 years. Greater safety and longev- ity, reduced maintenance, and lower cost of ownership are a few of the key benefits that are realised when utilising the most robust materials and components available in nuclear power plants. In a time of new-build focus for nuclear projects, the UK has the opportunity to become a world leader in nuclear power with the right steps and mindful component selections. Thomas Fink, General Manager, Nuclear Safety Division: SCHOTT For more information, visit: www.schott.com/ nuclear-safety EXPERT VIEW THOMAS FINK, SCHOTT Small components with big benefits: higher safety and lower cost of ownership for nuclear power plants Opinion You must keep pushing on service The latest UK Customer Satisfaction Index shows utilities doing better than they have for a decade, but there is still a long way to go before they can consider themselves 'trusted'. C ustomer satisfaction across the utilities sector has reached its highest point for almost a dec- ade, according to the latest UK Customer Satisfac- tion Index (UKCSI). This improvement has largely been achieved through companies getting things right first time and through better complaint handling. Yet customers are still reporting that they spend too much time and effort dealing with organisations. Our research indicates there are also far fewer advocates than there are detractors and, with price rises widely antici- pated to be spread across the industry, it is likely that customer requirements will become even more exacting. In a sector where customer trust and confidence in water services is an essential guide for regulators, this cannot be ignored. With commercial organisations now able to shop around, making the customer journey easy and intuitive is essential. And despite the fact complaint handling has improved, evidence from the latest UKCSI suggests that although a problem, handled well, can improve customer satisfaction, it is not enough to cre- ate enduring customer relationships. The key, then, is focusing on problems at source. It's about interrogating the data you already have to understand and anticipate issues, before they become a problem. With the pressures business and residential custom- ers are facing, it is clear that their priorities, needs and preferences are changing. The institute's research into customer priorities shows the attitude and behaviour exhibited by employees are now among the most impor- tant elements of the overall customer experience. This is particularly pertinent for the water sector where many interactions are over the phone, so investing in employ- ees' knowledge of the services on offer, their emotional intelligence and problem-solving skills should be a cen- tral part of water companies' service strategy. With so much uncertainty around, this is a watershed moment for the water industry. We may have seen some improvements over the past 12 months, but these mask a diversity of performance across organisations within the sector. That's why now is the time for business leaders in the sector to be brave and to drive the customer agenda. Jo Causon, chief executive, Institute of Customer Service Jo Causon is speaking at the Utility Week Water Customer Conference, 17 January, Birmingham. Information: http://bit.ly/2w6MW0a

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