United Utilities Group Plc · LSE:UU.
United Utilities — Investor Presentation
12 slides from United Utilities's investor presentation
Slide 1: Customer service
Customer service Mike Gauterin Customer Director
Slide 2: What’s different in AMP8?
What’s different in AMP8? vy) Increasing customer expectations with bills funding investment ) Helping customers with affordability and water efficiency ) Bigger opportunities on measures of experience (Mex)
Slide 3: Simpler, smarter customer service
County billing SIMPLER SMARTER Smart metering Right sourcing Automation functions and Al More efficient cost to serve Increasing affordability support
Slide 4: Customer measure of experience (C-MeX)
Customer measure of experience (C-MeX) QUALITY ACCREDITED vy) 3rd highest AMP7 reward in the sector: forecast Q £11m Consistently earning a reward in every year of AMP7 g External accreditations affirming our approach _ nem The Institute of “ete. Customer Service
Slide 5: Developer measure of experience (D-MeX)
Developer measure of experience (D-MexX) go Upper quartile performance: £3.4m reward go Consistently earning a reward in every year of AMP7 i) Much larger reward available in AMP8 g New digital propositions and tailored offerings
Slide 6: Business customer and retailer measure of experience (BR-MeX)
Business customer and retailer measure of experience (BR-MexX) go Upper quartile performance in AMP7 pilot i] Building on our strong track record in the NHH market g New measure for AMP8 worth up to £65m
Slide 7: County billings and outcome delivery
County billings and outcome delivery ‘v] Breaking down our investment plan into counties Resonates with our customers and communities iv) County-based messages included within all bills Helping customers to understand what they get for their money ‘v) Monthly updates against county investment plans
Slide 8: Smart metering
Smart metering = NEW H go Big opportunity for metering in North West 1 USING. go Installing >1 million smart meters in the next five years == i) Helping achieve reductions in leakage and PCC g Customers supported by Lowest Bill Guarantee Su a 3
Slide 9: Cash performance
Cash performance Statutory bad debt (%) ‘v] Statutory bad debt charge reduced , Ending AMP7 at 1.5% 2.4% 2.2% 2.0% 7 iv) Supported by higher cash collection 18% 8% ~__ 1.8% Increased by >£200m in the last 3 years : 1.6% Cash collection remains strong ave Helped by strong track record and industry- 1
Slide 10: Reducing costs while improving performance
Reducing costs while improving performance . . Ofwat’s ranking of efficienc Industry-leading improvement 8 Y against Ofwat’s ran king of -——- UUW's efficiency score (as per Ofwat) efficiency vy) Average cost to serve reduced significantly over the last decade Beating Ofwat’s efficient benchmark FY14
Slide 11: Efficient operations
Efficient operations Open banking Improved solutions for affordability assessment; key support partnerships in place iv) Meters read by passive technology >600k meters across 29 council districts Qo Robotic agent technology and rapidly rolling out Al 34 biggest user of M365 licences within 2 months
Slide 12: What does better look like?
What does better look like? g Strong performance against MeXs i) Beating the Cost to Serve @ Single Social Tariff