The UK’s No.1 water industry conference

13 – 14 November 2018
Radisson Blu Portman, London

About the Conference

In the year of PR19, the message is clear: invest more and charge less. How do you achieve this without compromising customer service? How can you be sure the latest innovative technology won’t simply balloon your costs? Can AI really be the solution to infrastructure improvement?

For an answer to all these questions and more come to Future of Utilities: Water 2018. With our impeccable range of speakers, inspiring content and fantastic networking opportunities this year’s conference is where you’ll find everyone you need to make your business thrive, all under one roof.

Join the UK’s foremost water professionals for an action packed 2 days of ideas, debates and networking this November.

Why Attend?

  • Hear from the regulators on how you should be adapting your strategy to new rule changes and avoid exorbitant penalties
  • Listen to case studies from leading innovators including Anglian Water, United Utilities and Scottish Water to inspire your innovation strategy and impress OFWAT
  • Learn how Anglian Water, Dwr Cymru and Southern Water have strengthened their resilience through cost cutting measures you’ll want to replicate
  • Hear from Steve Robertson and Pauline Walsh on how the industry can rebuild trust and assuage your investors
  • Uncover how best to adapt your customer service approach to fit the new C-Mex requirements and reduce complaints

Speakers

Steve Robertson photo

Steve Robertson

Chief Executive Officer, Thames Water

Pauline Walsh

CEO, Affinity Water

Colin Skellet photo

Colin Skellett

Chief Executive Officer, Wessex Water

Chris Scoggins, MOSL

Chris Scoggins

Chief Executive Officer, MOSL

Rachel Fletcher

Rachel Fletcher

CEO, Ofwat

Sarah Hendry

Sarah Hendry

Director, Department for Environment, Food & Rural Affairs

Phil Graham

Chief Executive Officer, National Infrastructure Commission

Pamela Doherty

Pamela Doherty

Director of Service Delivery, Yorkshire Water

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Agenda 2018

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Day 1 Tuesday, 13 November 2018

Day 2 Tuesday, 14 November 2017

9.20

Welcome address

Chair's opening remarks

9.25

Karma-Loveday-The-Water-Report
Karma Loveday

Editor, The Water Report

Session 1

Restoring confidence in turbulent times

9.30

Leader’s forum

Restoring confidence and rebuilding trust in water companies

  • What key measures can the industry take now to quickly restore public trust?
  • How do we demonstrate to the public our commitment to best practice on all fronts?
  • Batting off the front foot: how should the industry improve communication with the public?
  • Asking for help: what role should companies play in encouraging stringent regulatory oversight?
  • How to maintain profitability and success in the industry with a lower return on capital?
  • What preparations should be made for the possibility of structural changes in the industry?

Colin Skellet photo
Colin Skellett

Chief Executive Officer, Wessex Water

Pauline Walsh

CEO, Affinity Water

Steve Robertson photo
Steve Robertson

Chief Executive Officer, Thames Water

10:15

Managing structural change and maintaining profitability


Session 2

Policy Frameworks in the 21st Century

10:40

Keynote address

Ensuring a water industry fit for the 21st Century


Sarah Hendry
Sarah Hendry

Director, Department for Environment, Food & Rural Affairs

11:00

What would be the impact of Labour’s plan for nationalisation


Scott Corfe
Scott Corfe

Chief Economist, Social Market Foundation

11.25

Refreshments

Session 3

Transforming the water industry through new technologies

11.55

Case study | Southern Water
The Digital Revolution: innovation in water

Looking ahead, what can the industry expect from the dramatic impact of AI and data analytics? In the past year, Southern Water has successfully brought innovation to the forefront of their strategy. Peter Jackson will explain how transformative technologies can infiltrate all aspects of water operations.


Peter Jackson Southern Water Future of Utilities
Peter Jackson

Chief Data Officer, Southern Water

12.15

Getting ahead: data and IoT innovations


12.35

Case study | Yorkshire Water
Open data: the benefits of equal access

Yorkshire Water, in partnership with Leeds Open Data Institute, has plans to release the majority of operational and service data by 2020. Pamela Doherty will explain how important open data is in their plans to encourage innovation by allowing outside experts and ‘citizen regulators’ to scrutinise their performance and improve results.


Pamela Doherty
Pamela Doherty

Director of Service Delivery, Yorkshire Water

13.05

Lunch

Session 4

Innovation in delivering customer service | Innovation in operational efficiency

Innovation in delivering customer service
Innovation in operational efficiency
14.15

Chair’s opening remarks


Karma-Loveday-The-Water-Report
Karma Loveday

Editor, The Water Report

14.20

Self-Supply: a new customer-focused model

• What are the benefits for companies of pursuing self-supply?
• How can Ofwat improve the process to make self-supply easier?
• What do water retailers need to learn from self-suppliers motivations?


Neil Pendle
Neil Pendle

Managing Director, Water Scan

14.40

Customer Engagement: The next priority

 


15.10

Case Study


15:20

Case Study | South Staffs Water

Alexa can you ask South Staffs Water…

The new C-mex approach to customer scoring decidedly focuses on customer experience. South Staffs Water’s Gordon Morrison explores the impact on customer experience following the introduction of Alexa Skill.


Gordon Morrison

PR19 Household Retail Strategy Lead, South Staffs Water

14.15

Chair’s opening remarks


Natasha Wiseman

Chair, Wise on Water

14:20

A problem of access: how open platforms
encourage innovation

• How has Anglian’s open platform allowed for innovation from
suppliers?
• Why has the water sector been slow to encourage open access
measures?
• How as a sector can new talent be encouraged and fostered?


Steve Kaye
Steve Kaye

Head of Innovation, Anglian Water

14.40

Case Study | Scottish Water
Home-grown data analytics

Data analytics is on the rise. Richard Murray will discuss Scottish
Water’s hugely successful asset management analytics model and
his plans for the future.


Robert Murray

Head of Analytics, Scottish Water

15:00

The rise of analytics


15.20

Case study | Thames Water
VR and employee wellbeing

Thames Water’s Karl Simons will present how Thames have
introduced a health and wellbeing strategy that has led to an 80%
reduction in work related illness absence in 5 years and drastically
improved operational efficiency as a result. Karl will talk through how technology is being used to support mental health by presenting
the first mental health VR programme. The VR programme is used
in a course environment where employees can be immersed at the
same time to experience personally the effects of negative mental
stressors to then understand and adapt their behaviours, which in
turn has helped to reduce stress leave.


Karl Simons
Karl Simons

Chief Health Safety and Security Officer, Thames Water

15.50

Refreshments

Session 5

Looking long-term – addressing infrastructure in AMP 7 and beyond

16.20

Managing assets: balancing maintenance costs with customer expectations

• How can the industry make best use of data to predict maintenance needs?
• Which technologies offer the best prospects for asset management?
• How feasible is a widespread adoption of predictive asset management?
• Is it possible to manage customer expectations of outage free water delivery?
• What lessons should be learnt from the big thaw 2018?


Jo Harrison - United Utilities - Future of Utilities
Jo Harrison

Asset Management Director, United Utilities

16.40

Asset Management: staying alert throughout PR19


17.00

Panel discussion
Traversing the AMP7 Landscape

• Is there sufficient data to understand asset lifespan accurately?
• How prepared is the industry to deal with the upcoming influx of data?
• What impact is technological innovation having on the cost of infrastructure replacement?
• Is a totex led approach now embedded throughout the industry?
• Living with a reduced WACC: Implications for the AMP7 program


David Smith
David Smith

Director of Asset Management, Bristol Water

Jo Harrison - United Utilities - Future of Utilities
Jo Harrison

Asset Management Director, United Utilities

Chris Royce Anglian
Chris Royce

Head of Strategic Asset Management, Anglian Water

Session 6

PR19 Progress

17:30

Keynote address
A customer-focused business: Ofwat’s expectations for water companies


Rachel Fletcher
Rachel Fletcher

CEO, Ofwat

17:55

Chair’s Closing Remarks


18:00

Drinks Reception

Chair's opening remarks

9:00

Martin Blaiklock
Martin Blaiklock

Consultant, Martin Blaiklock

Session 7

Water retail market – an assessment 18 months on

9.05

The Open Market: MOSL’s current perspective and future predictions


Chris Scoggins, MOSL
Chris Scoggins

Chief Executive Officer, MOSL

9.45

A customer perspective of the water retail market

• What do non-household customers want from their water supplier?
• What customer service benefits have been delivered?
• What additional service do customers most value from water retailers?
• What improvements are needed from retailers to encourage more businesses to switch?


10:10

Panel discussion
Narrow Margins: adding value in the water retail market

• What are the implications of tight profit margins for companies in the water retail market?
• How are water retailers best able to add value to the service they provide customers?
• What improvements are needed from wholesalers in order to improve the market?
• What are the possible solutions to the data issues facing retailers?
• What is Ofwat’s role in the retail market, how have they compared to Ofgem and WICS?
• How can retailers engage SMEs in the market?
• What role can Third Party Intermediaries play in helping to improve market access?


Jacob Tompkin
Jacob Tompkin

CTO, The Water Retail Company

Nish Dattani

Managing Director, First Business Water

Johanna Dow
Johanna Dow

Managing Director, Business Stream

Helen Gillett
Helen Gillett

Managing Director, Affinity for Business

10.40

Refreshments

Session 8

In it for the long run – sustainability in wastewater

11:10

Proactive monitoring: Flow Compliance and Pollution Incident Reduction

• What impact will proactive monitoring have on operations at sewage treatment facilities?
• Has the industry been active enough in self-reporting of incidents?
• What will future Environment Agency enforcement look like?


Dominic Shepherd
Dominic Shepherd

Water Quality Manager, Environment Agency

11:2

Panel discussion
Forward planning in water and waste resilience

• To what extent has the WRMPs been successful in achieving aims so far?
• What lessons can be learnt from WRMPs when implementing waste management programmes?
• To what extent will the elective nature of these programmes limit effectiveness?
• How important will data collaboration between both programmes be going into the future?
• Environmental improvements: to what extent are water companies ‘bearing the burden’?
• What makes an effective customer awareness programme?
• What are the insurmountable limitations of customer awareness programmes?
• What pragmatic steps can be taken to tackle the micro-plastic epidemic?
• How effective has a ‘Forward Metric’ been in water and how can it be applied to waste?
• What lessons can be learnt from the devolved nations’ compliance and long-term planning approach?


Tony Harrington
Tony Harrington

Director of Environment, Dwr Cymru Welsh Water

Paddy Brow
Paddy Brow

Head of Living with Water Programme, NI Water

Mike Keil
Mike Keil

Head of Policy and Research, CC Water

11.55

Wastewater treatment innovations

 


12.10

Case Study | Northumbrian Water
Pioneers in sludge: chasing efficiency in bio-resources

The official opening of the bio-resource market in 2 years’ time promises to unleash a whole host of opportunities and innovations in wastewater. From transportation to grid injection, exchangeable sludge has revolutionised the potential for outsourcing and specialisation. Graham Southall will discuss Northumbrian Water’s early efforts to expand its bio-resource operations ahead of 2020 and his anticipations for the future.


Graham Southall
Graham Southall

Commercial Director, Northumbrian Water

12.45

Lunch

Session 9

Addressing water resilience – balancing resources and demand

13.45

Living with Water – A collaborative approach to resilience in Hull     

• What makes Hull so liable to flooding?
• How has input from multiple stakeholders improved outcomes on this project?
• Does engagement from consultants and charities drive a more holistic approach to resilience?
• How will the data from Hull be used to provide a framework for improving water resilience?
• What scope is there for charitable organisations to develop infrastructure changes in future?


Lee Pitcher
Lee Pitcher

Director of Resilience, Yorkshire Water

14.05

Building your resilience compliance standards


14:24

Case study | Cape Town

Cape Town’s water crisis highlights the vulnerability that large cities face to their water supply, with London mentioned as one of the ten most at risk cities. In this session Dr Helen Gavin will explore the lessons that can be learnt from the crisis in order to avoid such dramatic water supply issues in future droughts.


Helen Gavin
Dr Helen Gavin

Head of MaRius and WRSE Project, Oxford University

14:45

Panel discussion
The role of water companies in encouraging and delivering water resilience

• How can the water industry encourage greater customer awareness of water resilience?
• Has a failure to tackle leakage reduced customer receptiveness to water conservation?
• What role can water retailers play in encouraging water efficiency?
• How do we encourage behavioural change to lower general water consumption?
• How can water companies be involved in the planning of the five new garden cities?
• What new innovations will help deliver improvements to resilience planning?
• Is there an overemphasis on droughts in responding to resilience, at the expense of flooding?
• Should we be preparing for cyber-attacks in the near future?


Alison Hoyle, Southern Water
Alison Hoyle

Compliance and Asset Resilience Director, Southern Water

Richard Boucher
Richard Boucher

Group Strategy & Risk Director, Anglian Water

Iain McGuffog
Iain McGuffog

Director of Strategy and Regulation, Bristol Water

Alan Turner

Water Resources Manager, Kent County Council

Samantha Heath
Samantha Heath

Chief Executive, The London Sustainability Exchange

Session 10

Climate Change and Water

15:30

Preparing for a drier future


Phil Graham

Chief Executive Officer, National Infrastructure Commission

15:50

Chair’s closing remarks and end of conference


Sponsors & Partners 2017

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Venue Details

Radisson Blu Portman