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The customer forum - putting customers at the centre of regulating water services

机译：客户论坛-将客户置于监管水服务的中心

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This article will explore recent initiatives in customer engagement in water services in Scotland, UK. Scotland has a well-established and successful model for water services regulation and governance, with a public supplier performing as efficiently as the top quartile of private English companies. One recent innovation has been a form of negotiated settlement between the provider and a group representing customers, as part of the price setting process. The paper will assess the initial intention and the subsequent evolution of this initiative, arguing that such developments can work well, when conditions are right. Enabling conditions may include a surrounding regulatory structure that is sufficiently mature and performing sufficiently well. It will offer some reflections on the process and on the role of such a body in the future, and will also posit that there are features of public sector providers that may make these more, rather than less, conducive to efficient and effective service delivery in the customer interest.
机译：本文将探讨英国苏格兰水务客户参与方面的最新举措。苏格兰在水服务监管和治理方面拥有公认的成功模式，其公共供应商的表现与私人英语公司的顶级四分之一相当。作为定价过程的一部分，最近的一项创新是提供商与代表客户的团体之间通过谈判达成的结算形式。本文将评估该计划的初衷和后续发展，并认为在条件适当的情况下，此类发展可以很好地发挥作用。有利条件可能包括足够成熟并表现良好的周围监管结构。它将对这个机构的进程和未来的作用提供一些思考，并且还将假定公共部门提供者的某些特征可能使这些提供的更多（而不是更少）有助于在中国高效，有效地提供服务。客户利益。

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