In this recently published article with respected Utilities journal, Utility Week, Vertex Senior Consultant, Carrie Hancox discusses how water companies can no longer afford the luxury of keeping customer service operations in-house following the tough 2010-15 price limits.
Ofwat's final determination has left many water companies with a huge gap between predicted revenue and what they need to fund capital investment programmes, meet climate change targets and deliver a sustainable service to their customers. Customer management outsourcing is just one solution that water companies are now looking at.