Transformation of Customer Participation in Co-Delivery of Services

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.