Scope of services

Review existing systems, client liaison, agree service levels, identification and cost/benefit of options, report

Technical description
Customer billing and debt collection activities within a major service utility require a sensitivity which continually improves customers’ relationships whilst ensuring maximum revenue recovery.

The UK Water Regulator OFWAT conducts audit programmes with water companies to ensure customer policies and procedures are maintained and recommendations are implemented.

It is frequently considered that companies cannot improve customer service whilst collecting debt and achieving cost reductions. This is not always the case.

Using OFWAT principles, Halcrow were commissioned to identify areas where the company could increase revenue, reduce debt and costs whilst at the same time improving customer service and debt collection.

In order to identify where significant improvements could be made and to monitor progress, procedures were introduced to quantify and measure performance of these activities.

Once an appreciation of Hidrocaribe’s organisation and commercial policies and procedures had been obtained, a series of potentially high value recovery/savings opportunities were identified by Halcrow for the domestic, commercial and industrial customer bases and proposals developed to maximise these opportunities.

In addition further opportunities were identified to maximise the commercial benefits associated with leakage reduction exercises within specially controlled areas.

All opportunities and proposals were developed with the involvement of the company’s key representatives to ensure acceptability of new concepts and willingness to continue development on conclusion of Halcrow’s involvement.

The key activities identified to deliver maximum benefit from the opportunities identified included:

1. increased flexibility in customer billing and receipt of payments
   
2. completion of meter and property surveys to increase revenue opportunities
   
3. development of more flexible dispute resolution policies
   
4. introduction of a pro-active debt collection programme
   
5. introduction of collection and payment incentives
   
6. identification/introduction of indicators to prioritise collection activity
   

All solutions presented were reviewed against current UK water regulation and legislation, OFWAT standards and local considerations.