Customer‐centric regulation
The case of Victorian urban water sector
Bibliographic Data
| ID | 12899706 |
|---|---|
| Authors | Jayanath Ananda (0000-0002-4072-6725, corresponding author), Nicholas Pawsey (0000-0002-9734-4015), Tahmid Nayeem (0000-0003-1818-8024) |
| Year | 2020 |
| Volume | 16 |
| Issue | 2 |
| Pages | 536-556 |
| Publication date | 2020-10-18 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Regulation & Governance (JOURNAL) |
| Journal identifiers | ISSN: 1748-5983 • E-ISSN: 1748-5991 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/rego.12368 |
| OpenAlex | W3094177964 |
| Language | EN |
| References cited | 33 |
The growing interest in customer engagement (CE) has triggered a new wave of reforms, particularly in utility regulation. Within the water sector, there has been a shift from a focus on cost‐reflective pricing toward customer‐centric pricing processes designed to identify customer preferences and expectations. The Victorian water sector in Australia offers a unique opportunity to explore the outcomes of these CE trends given the recent first‐time application of a novel Performance, Risk, Engagement, Management, and Outcomes (PREMO) framework. Based on in‐depth interviews with senior industry representatives from a diverse sample of Victorian water utilities, this paper critically analyses the scope, design, and incentive mechanisms that underpin the new regulatory process. Findings indicate that CE has potentially beneficial aspects to both the regulator and the regulated utility, including more transparency in capital projects and a better understanding of customer preferences in service delivery
Business · Customer engagement · Customer retention · Economics · Incentive · Industrial organization · Microeconomics · Scope (computer science · Service (business · Service quality · Transparency (behavior · Water industry · Water sector · Water supply · Auction Theory and Applications · Computer Science · Engineering · Public Procurement and Policy · Water resources management and optimization · Marketing
Responsive Regulation
Assessing Consensus
Comparison of Convenience Sampling and Purposive Sampling
Technocracy, democracy, and public policy
Productivity and efficiency in the water industry
RPI-X, competition as a rivalrous discovery process, and customer engagement – Paper presented at the Conference The British Utility Regulation Model
Beyond the divide between cognition and discourse
Promoting customer engagement
Can regulation and governance make a difference
Community Engagement
| Highly cited | No |
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