The Infosys Utilities Blog seeks to discuss and answer the industry’s burning Smart Grid questions through the commentary of the industry’s leading Smart Grid and Sustainability experts. This blogging community offers a rich source of fresh new ideas on the planning, design and implementation of solutions for the utility industry of tomorrow.

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Are water utilities actively engaging their customers?

 Is it innovative for a Utility to have active customer engagement? I think the answer historically is that it would be.

However, there have been significant changes to customer perception and expectations on how they would want to be engaged. A key factor driving change in the water utility sector is the change in the regulatory environment - specifically the penalties and incentives for customer service captured in the Service Incentive Mechanism (SIM). Another regulatory impact is the move towards 'retail' separation which is starting with non-domestic customers in the form of ability to select supply contracts.

Today, through our Water UK partnership, we are participating at their Innovation Hub day focused on Active Customer Engagement - many executives and managers from key UK water companies will be there along with other interested and influential parties such as CC Water, regulators etc. (http://www.water.org.uk/events/view_event.php?eventid=73&setstyle=&dateid=45)

I will be posting updates later based upon discussions held throughout the day.

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