Customer Participation in Co-Delivery of Services

Business Objectives The primary objective of the work is to inform Ofwat about leading edge practice in terms of customer participation in the co-delivery of service (including co-creation as appropriate), by - identifying and reviewing leading international and cross-industry examples of practice in customer participation in the co-delivery of solutions; identifying how the frontier could be shifted further; setting out a framework for customer participation in the co-delivery of solutions in the water sector; and setting out a framework for assessing it and challenging companies at the next price review. Key Tasks In order to achieve the overall objectives, the Customer expects that the following key tasks will be carried out by the Contractor: (where we refer to co-delivery of services/solutions, this includes co-creation as appropriate) Identify and review leading practice for co-creation and co-delivery of services; identify opportunities for shifting the frontier on the co-delivery practice in the water sector Identify and gather a wide and varied range of examples of leading water industry practice of customer participation, in the UK and internationally. Identify and gather a wide and varied range of examples of leading cross-industry practice of customer participation, in the UK and internationally. Develop high-level criteria for assessing applicability or transferability to UK water sector Review the findings to: i Summarise key learnings ii Identify recurring themes, enablers and challenges iii Identify principles of leading edge practice iv Assess applicability or transferability to UK water sector Identify 'art-of-the-possible' opportunities for shifting the frontier of co-delivery practice in the water sector, based on reasonable assumptions and informed by evidence (including from tasks above).