Customer and the EnvironmentNo PollutionsNo Incidents100% Customer Satisfaction

18th & 19th Nov 2010Kingsgate Centre, Peterborough

2

No Pollutions

3

Targeting Zero Pollutions~ our current performance

WW Infra Serviceability Trend

0

20

40

60

80

100

120

140

160

180

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Rising Main

Combined Storm O/F

Sewer

Trend in Cat 1 & 2 pollutions

0

2

4

6

8

10

12

14

16

18

20

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Cat 2

Cat 1

Trend in Cat 3 pollutions

0

50

100

150

200

250

300

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

4

Targeting Zero Pollutions~ our cost and pain from pollution

• Potential impact to both AW and our supply chain

• Environmental impact and damage

• Customer impact and community perception

• Adverse media coverage, legal penalty & negative exposure

• Luton Crown Court fined AW £75k plus £10k costs after Letchworth STW spill left nearly 3,000 fish dead May-09

• Shipdham incidents Aug-09 and Mar-10 – Swaffham Magistrates’ Court fined AW £22k with £5k costs

5

No Incidents

6

Targeting Zero Incidents~ our current performance

• We have tried and tested management processes

• Do not want to be known only for managing incidents well

DWI Category and definition (used 2009 onwards)

• Not significant (Category 1): no further information required by Inspector to assess the event.

• Minor (Category 2): no further information required by Inspector to assess the event.

• Significant (Category 3): full company report required to enable Inspector to assess the event.

• Serious (Category 4): in addition to a full company report, the assessment requires action by more than one Inspector.

• Major (Category 5): in addition to a full company report, the assessment requires action by senior Inspectors.

7

Water Quality incident performance

Type of WQ Event No. in 2009

DWI Cat 3,4 or 5

Cat 3 or above

No. in 2010

DWI Cat 3,4 or 5

Cat 3 or above

Hydrocarbons26 0 0 15 0 0

Bacteriological - Customer Taps 10 1 (Cat 3) 10% 7 1 (Cat 3) 14%Chemistry - Customer Taps 3 1 (Cat 3) 33% 1 0 0Water Fittings

1 1 (Cat 3) 100% 32 (Cat 3) 1 (Cat 4) 100%

Potential for Ingress 8 0 0 5 1 (Cat 3) 20%Discolouration

3 1 (Cat 3) 33% 3 1 (Cat 3) 33%Microbiological - AW Assets 3 0 0 2 2 (Cat 3) 100%Loss of Supply

0 ~ ~ 2 0 0AW Assets - Operational Issues 6 3 (Cat 3) 50% 2 1 (Cat 3) 50%

Total 60 7 (Cat 3) 12% 408 (Cat 3) 1

(Cat 4) 23%

8

Targeting Zero Incidents~ our cost and pain from incidents

• Potential impact to both AW and our supply chain

• Reputational impact and damage

• Customer impact and perception

• Adverse media coverage, penalty and negative exposure

• Pitsford WTW Crypo incident – 22 cases out of 258,183

• Upton Rain Water Harvesting cross connection to supply

• Little Cornard rail incident

9

100% Customer Satisfaction

10

£25MPRIZE

Service Incentive Mechanism£50MPENALTY

Customer Satisfaction Survey

Unwanted Contacts

per connecte

d property+

SIM – What is it and what’s it worth?

• Service Incentive Mechanism

• Ofwat measure customer performance in 2 ways

11

How are these measures made?

• Survey for customer’s perception of service

• Our customer complaints data

Abandoned call

1 point

Unwanted call

1 point

Written complaint

5 points

Repeat complaint

100 pointsCC 4 Water investigation

1000 points

200 customers 4 times a year100 Billing50 Water50 Wastewater

Q60 – Overall…..Rate 0-5Very satisfied = 5Satisfied = 4Neither = 3Dis-satisfied = 2Very Dis-Satisfied = 1

12

How arewe doing ? (5)

Phase 2 Results

AWS Billing Water Waste

Very Satisfied

98 41 24 33

Satisfied 45 16 19 10

Neither 12 4 4 4

Dis Satisfied

8 2 5 1

Very Dis Satisfied

30 3 12 15

Weekly Jobs 40,000 500 500

Customer Service Results (Score 0 - 5)

Phase 1 Phase 2 WASC League

Bench mark

Gap to Bench mark

AWS 3.99 4.01 6th 4.53 -11.5%

Billing 4.25 4.36 4th 4.75 -8.8%

Water 3.86 3.59 8th 4.69 -23.5%

Waste Water 3.71 3.71 7th 4.51 -17.8%

Customer and the Environment

No PollutionsNo Incidents100% Customer Satisfaction

How do we make it real?

14

agenda

• Introduction

• Group Discussion [45 mins]

• Top three opportunities

• Feedback Group’s “pick of the best”

• Walk and Look-See

• Develop Your Pledge and post on the Pledge Wall