CCR2 Utilities and Telecoms
Taking the plunge to share customer data
How safe and secure sharing of data between water and energy companies is helping customers in vulnerable circumstances
Adam Schwarz Manager, the UK Regulators Network
adam.ukrn @
ssro.gov.uk
For consumers in vulnerable circumstances, accessing the support they need across multiple providers can be time consuming and stressful. Safe and secure sharing of data across
water and energy companies, with customer consent, can reduce this burden and enable companies to offer those consumers seamless priority support. Ofgem, Ofwat and the UK Regulators
Network (UKRN) have published a report showing energy and water companies are making progress in putting this kind of data sharing in place. However, rolling it out across England and Wales will require
continued focus to overcome challenges around customer consent, staff training, and data quality. The report also challenges energy and
water companies to work together more to improve services for vulnerable consumers, and regulators to explore the possibility of extending these kinds of initiatives to other sectors.
Identifying consumers who need support Water and energy companies provide a range of free services to support customers in vulnerable circumstances, such as large-
print bills, support to read a meter, or ensuring consistent supply for those who depend on electricity or water for medical equipment at home. Ofgem, Ofwat and the UKRN want
to see improved take up of these services and make sure they provide high quality, tailored support. The companies need to be able to better
identify customers who are in vulnerable circumstances and tailor support. Data sharing can help the companies to
easily do this. So, back in 2017, Ofwat and Ofgem, through the UKRN, published a report calling on energy and water firms
The report also challenges energy and water companies to work together more to improve services for vulnerable consumers, and regulators to explore the possibility of extending these kinds of initiatives to other sectors
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www.CCRMagazine.com
May 2019
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