Assessing Innovation in Customer Engagement for PR19

Overall Objectives of Project The overall objective of the project is to identify the best way for Ofwat to assess innovation in the customer engagement techniques used by water companies to create their business plans for the period 2020-2025. We require the Contractor to achieve this by carrying out the Key Tasks listed below. 1 Provide context / background information on assessing innovation in customer engagement. 2 Identify case studies and/or examples of the latest best practice in innovative customer engagement techniques in the water sector, or other closely comparable sectors. 3 Develop a framework that Ofwat can apply to assess the quality and extent of innovation in customer engagement reflected in water companies' business plans as part of the RBR process for PR19. 4 Produce a framework that Ofwat can apply to evaluate the quality and acceptability of experiments / pilots / tests including Randomised Control Trials (RCTs), which companies have carried out to understand their customers' priorities, needs, requirements and behaviours.