CCR2 Utilities and Telecoms
Data of around 2,000 customers across both companies who are eligible for priority services was shared between the two companies – 80% of which were new priority services register (PSR) registrations for United Utilities. The pilot proved that data sharing can remove the onus currently on the customer to register for additional support with multiple companies
to work with third parties to identify who could benefit from these services and, with the customers’ consent, share this data. Since our last report, a joint working group
established by Water UK and the Energy Networks Association (ENA) has been working to implement arrangements for sharing the data of customers who are eligible for priority services between all energy and water companies, by April 2020. Significant progress has been made.
Water UK and the ENA have run a data- sharing pilot between Electricity North West and United Utilities in the North West of England. Data of around 2,000 customers across
both companies who are eligible for priority services was shared between the two companies – 80% of which were new priority services register (PSR) registrations for United Utilities. The pilot proved that data sharing can
remove the onus currently on the customer to register for additional support with multiple companies.
May 2019
It also showed that data sharing helps
companies go further to help vulnerable customers. For example, during the pilot, when
United Utilities registered one of ENW’s customers for its PSR, they found that the customer was eligible for a social tariff, which saved them money on water bills.
Next steps to ensure progress The ENA and Water UK are now looking to roll out the data-sharing scheme across England and Wales. Doing this will require continued focus
to overcome the challenges identified in the pilot. A key one is that staff must be trained to
clearly explain the benefits of data sharing to customers and they must be able to reassure customers that their data will be protected. However, companies will need to balance
the human touch with using IT software so they can more easily share data, rather than sending it manually as was done in the trial.
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They must also work out better ways to
ensure customer data is matched between companies. This will avoid situations where customers
are contacted simply to verify details such as their name and address. The report also encourages regulators to
look at the wider benefits of data sharing. For example, exploring the possibility of
extending data sharing to other sectors and considering ways in which we can simplify sign-up to services across sectors. The report also calls on energy and water
companies to be more ambitious in how they identify and support consumers in vulnerable consumers, including increasing the amount of collaborative working across companies and with partners from the voluntary and community sectors.
Conclusion Industry must quicken pace and step up to embrace the learnings of this project in designing hassle free and high-quality support for their customers. CCR2
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