Appendix 3.1.A – Performance commitment detail Wessex Water September 2018 Appendix 3.1.A – Performance commitment detail Wessex Water Business plan section Supporting document Board vision and executive summary 1 Engaging customers 2 Addressing affordability and vulnerability 3.1 Performance commitment overview 3.2 Triangulation methodology 3.3 Cost benefit analysis – methodology and results Delivering outcomes for 3 3.4 Calculation of incentive rates including enhanced customers incentives 3.5 Inputs to RORE for outcome delivery incentives 3.6 Sharing success – Proposals for a Wessex Water community foundation 4 Securing long term resilience 5 Markets & innovation: wholesale 6 Markets & innovation: open systems & DPC 7 Markets & innovation: retail 8 Securing cost efficiency 9 Aligning risk and return 10 Financeability 11 Accounting for past delivery 12 Securing trust, confidence and assurance 13 Data tables and supporting commentaries PR19 Business Plan September 2018 2 Appendix 3.1.A – Performance commitment detail Wessex Water Contents 1. Outcome: Affordable bills ..................................................................................... 9 Performance commitment: A1 Total bill reduction to customers on social tariffs per 10,000 households ................................................................................ 10 1.1.1 Introduction ........................................................................................... 10 1.1.2 Detailed definition .................................................................................. 10 1.1.3 Proposed level and outcome delivery incentives ................................... 11 1.1.4 Supporting information for the six-challenge process ............................. 13 Performance commitment: A2 Successful applications for assistance received by the independent advice sector/third parties ........................................ 15 1.2.1 Introduction ........................................................................................... 15 1.2.2 Detailed definition .................................................................................. 15 1.2.3 Proposed level and outcome delivery incentives ................................... 17 1.2.4 Supporting information for the six-challenge process ............................. 18 Performance commitment: A3 Void sites .................................................... 20 1.3.1 Introduction ........................................................................................... 20 1.3.2 Detailed definition .................................................................................. 20 1.3.3 Proposed level and outcome delivery incentives ................................... 21 1.3.4 Supporting information for the six-challenge process ............................. 23 Performance commitment: A4 Gap sites .................................................... 26 1.4.1 Introduction ........................................................................................... 26 1.4.2 Detailed definition .................................................................................. 26 1.4.3 Proposed level and outcome delivery incentives ................................... 27 1.4.4 Supporting information for six challenge process ................................... 28 Customer response: Affordable bills ........................................................... 30 2. Outcome: Excellent service for customers ....................................................... 31 Performance commitment: X1 Customer measure of experience (C-MeX) . 32 2.1.1 Introduction ........................................................................................... 32 2.1.2 Proposed level and outcome delivery incentives ................................... 32 2.1.3 Supporting information for the six-challenge process ............................. 33 Performance commitment: X2 Developer services measure of experience (D-MeX) ................................................................................................................ 34 2.2.1 Introduction ........................................................................................... 34 2.2.2 Proposed level and outcome delivery incentives ................................... 34 2.2.3 Supporting information for the six-challenge process ............................. 35 Customer response: Excellent service for customers ................................. 36 3. Outcome: Better relationships with customers and communities .................. 37 Performance commitment: C1 Numbers of customers added to the Priority Services Register .................................................................................................. 38 3.1.1 Introduction ........................................................................................... 38 3.1.2 Detailed definition .................................................................................. 38 3.1.3 Proposed level and outcome delivery incentives ................................... 40 3.1.4 Supporting information for the six-challenge process ............................. 41 PR19 Business Plan September 2018 3 Appendix 3.1.A – Performance commitment detail Wessex Water Performance commitment: C2 Delivering for customers in vulnerable circumstances ....................................................................................................... 43 3.2.1 Introduction ........................................................................................... 43 3.2.2 Detailed definition .................................................................................. 43 3.2.3 Proposed level ....................................................................................... 44 3.2.4 Supporting information for the six-challenge process ............................. 46 Performance commitment: C3 Number of children/students engaged ........ 48 3.3.1 Introduction ........................................................................................... 48 3.3.2 Detailed definition .................................................................................. 48 3.3.3 Proposed level and outcome delivery incentives ................................... 49 3.3.4 Supporting information for the six-challenge process ............................. 50 Customer response: Better relationships with customers and communities 52 4. Outcome: Efficient use of water ......................................................................... 53 Performance commitment: W1 Volume of water leaked ............................. 55 4.1.1 Introduction ........................................................................................... 55 4.1.2 Proposed level and outcome delivery incentives ................................... 55 4.1.3 Supporting information for the six-challenge process ............................. 59 Performance commitment: W2 Volume of water used per person .............. 63 4.2.1 Introduction ........................................................................................... 63 4.2.2 Proposed level and outcome delivery incentives ................................... 63 4.2.3 Supporting information for the six-challenge process ............................. 65 Performance commitment: W3 Customer reported leaks fixed within a day 69 4.3.1 Introduction ........................................................................................... 69 4.3.2 Detailed definition .................................................................................. 69 4.3.3 Proposed level and outcome delivery incentives ................................... 70 4.3.4 Supporting information for the six-challenge process ............................. 72 Performance commitment: W4 Volume of water saved by water efficiency engagement .......................................................................................................... 74 4.4.1 Introduction ........................................................................................... 74 4.4.2 Detailed definition .................................................................................. 74 4.4.3 Proposed level and outcome delivery incentives ................................... 78 4.4.4 Supporting information for the six-challenge process ............................. 79 Customer response: Efficient use of water ................................................. 81 5. Outcome: Excellent drinking water quality ....................................................... 82 Performance commitment: Q1 Compliance risk index (CRI) ....................... 83 5.1.1 Introduction ........................................................................................... 83 5.1.2 Proposed level and outcome delivery incentives ................................... 83 5.1.3 Supporting information for the six-challenge process ............................. 85 Performance commitment: Q2 Water quality customer contacts (appearance) ......................................................................................................... 87 5.2.1 Introduction ........................................................................................... 87 5.2.2 Detailed definition .................................................................................. 87 5.2.3 Proposed level and outcome delivery incentives ................................... 88 5.2.4 Supporting information for the six-challenge process ............................. 89 PR19 Business Plan