A technology platform for customers, being introduced to the UK water sector for the first time, could help bring down bills and reduce water and energy consumption.
Technology platform Kraken and Portsmouth Water have launched The Water Lab to identify ways to improve customer experience and drive efficiencies in billing and management of resources. The award-winning Kraken platform, which is already used by energy companies like Octopus, EDF and Tokyo Gas, is based on advanced data and machine learning capabilities, built around the customer.
“This is a unique opportunity to bring together the best minds in the industry to find new ways to improve the way we deliver water and energy services."
Deepak Ravindran, chief executive of Kraken Utilities, said, "Kraken prides itself on rapid experimentation in how our platform can help utilities give customers better service and bring down their bills. We are excited to launch The Water Lab along with Portsmouth Water, to systematically test ideas and bring innovative propositions for more customers, communities and climate no matter what services they use and who their providers are."
Bob Taylor, chief executive of Portsmouth Water, said, “This is a unique opportunity to bring together the best minds in the industry to find new ways to improve the way we deliver water and energy services. The Water Lab is a critical step in our journey to continuing to deliver our commitment to be a customer-centric company and industry leading organisation."
The Kraken platform already manages almost half of all UK energy accounts on behalf of its licensees. It also manages Portsmouth Water’s 324,000 customers, and will use The Water Lab to share similar benefits with more utilities.
The Water Lab is a landmark move in digitising the water industry. It aims to find viable initiatives that can be deliver real benefits for utility customers, including new ways to improve water efficiency, reduce leaks and protect the environment, as well as supporting vulnerable customers and those on low incomes.
Consumer Council for Water (CCW), which represents water service consumers in England and Wales, has already expressed support for the initiative.
Catherine Jones, head of customer engagement at CCW, said, "We’re excited to see what new ideas emerge from the Water Lab that can help people make the link between their water and energy use and also support the one in four households who report that they struggle to pay their water bill. Collaboration is key to improving the water sector for customers, so we’re delighted to see such a broad spectrum of people and organisations involved in the lab."