How modern utilities are engaging with their customers
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The document summarizes a presentation given at the "Water Innovation: Bridging Gaps, Creating Opportunities" conference on September 27-28, 2017 in Porto, Portugal. The presentation discussed how modern water utilities are engaging customers through stakeholder involvement plans, education programs, digital platforms, new services, and technology to improve customer relationships. Specific engagement strategies mentioned included a water house for education, promoting the quality of local tap water, making water attractive to customers, and allowing customers to control and monitor their water consumption through apps and smart meters.
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How modern utilities are engaging with their customers
- 1. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE SOCIETAL ENGAGEMENT AS A DRIVER FOR INNOVATION AND GOVERNANCE HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS FREDERICO FERNANDES ÁGUAS DO PORTO
- 2. Stakeholders Involvement Plan STAKEHOLDERS INVOLVEMENT WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS 01 | 05 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE STRATEGIC GUIDELINES INTEGRATED URBAN WATER CYCLE MANAGEMENT Client focus Company recognition Value creation Environmental and Social Sustainability Customers 153.821 15,8€ Average Bill for a standard family BETTER CUSTOMER SERVICE
- 3. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS 02 | 05 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE WATER HOUSE Education for Water PORTO TAP WATER As good as it gets!
- 4. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS 03 | 05 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE WATER FOR PEOPLE Attractiveness factor HERITAGE & CUSTOMERS
- 5. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS 04 | 05 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE INTEGRATED URBAN WATER CYCLE MANAGEMENT PLATFORM APP + TELEMETRY METERS DIGITAL PLATFORM FOR CLIENTS
- 6. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES HOW MODERN UTILITIES ARE ENGAGING WITH THEIR CUSTOMERS 05 | 05 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE NEW SERVICES INNOVATION CLIENT UTILITY Clients will be able to control the access to their water consume Better real-time warnings and public information based on prediction (climate change) More public participation in decision making More technology to improve client’s relationship
- 7. WATER INNOVATION: BRIDGING GAPS, CREATING OPPORTUNITIES 27 AND 28 SEPTEMBER 2017 ALFÂNDEGA PORTO CONGRESS CENTRE THANK YOU FREDERICO FERNANDES CEO, ÁGUAS DO PORTO FREDERICO.FERNANDES@AGUASDOPORTO.PT
Editor's Notes
- Municipal company: Innovative Management Model - Integrated Urban Water Cycle Management Manage all these activities with economic and financial balance and tariffs appropriate to household disposable income, ensuring the promotion of biodiversity and ecosystems. Principles of Management » Clients focus increasing consumption of drinking water; » Creating shareholder value without increasing tariffs » Full management of the urban water cycle; » New techniques and management skills, with a clear commitment to new technologies; » Creation of clear cost and revenue centre » Strong commitment to planning activity; » Definition of a strategic plan and management control mechanism. » Stakeholders involvement plan - Current project - Considering the importance that the company attributes to the stakeholders in defining the strategic plan and its future development, Aguas do Porto promoted a plan for the involvement of stakeholders (Deco, Ersar, health area, CmPorto , large clients, areas of research and teaching) – so they can also be the voice of clients. » Better Costumer Service » Control Room 24h / 365 d » Costumer Service (building) renovation with a bigger area and an increase in the customer service period » Existence of client manager instead of having only a Water meter reader » Personalized and direct customer servise (reclamações)
- WATER HOUSE – it is now being rehabilitated (will have a bigger area and new and more technological experiments)
- » Water For People return of water fronts to the population Daylight and rehabilitation (rib. Granja + aldoar) + beaches + Rio Vila » Heritage & Population devolution of the heritage to the population Rehabilitation of water tanks, fountains
- INTEGRATED URBAN WATER CYCLE MANAGEMENT PLATFORM A Technological Platform that materializes a ubiquitous space of data integration, for the entire data sources within the company, that allows the organization of data according to the company’s rules and produces visual outputs for relevant information, the optimization of operation processes, assistance to decision-making through trends and predictions, and increase communication channels within the company and with other external stakeholders, improving real-time warnings and public information » App (alerts that come from telemetry flow meters) Águas do Porto App is an intuitive tool that alerts the customer of the occurrence of a water leakage, but also allows a real time knowledge of the evolution of the consumption profile, has information on beaches or quality of bathing and drinking water or reading communication payment reminders. » Digital Platform (Balção digital): more agile and user friendly tools to comunicate with clients » App to register the Water meter readings (more readings than required by law)
- FUTURE: NEW SERVICES + cliente will produce their own Water – diferente relationship