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Agenda – day two

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9 October 2019

8:40 am

Registration, refreshments & networking

9:25 am

Welcome and chair’s opening remarks


9:30 am

Building and maintaining resilience

9:30 am

Building and maintaining utility resilience

  • Understanding what resilience will mean
  • Ensuring service continuity and outage mitigation
  • Going beyond doing the basics well


  • Richard Ploszek

    Richard Ploszek
    Head of the utilities - Infrastructure and Projects Authority

9:50 am

Running and maintaining resilient national critical infrastructure

  • Overcoming the challenges of maintaining a 100+ year old network
  • Engaging consumers to build trust
  • Learning the lessons from past events


  • Kate Jones

    Kate Jones
    Director of networks, West Midlands - Cadent

10:10 am

Developing service resilience

10:10 am

Check back soon for details

10:30 am

Questions and panel debate

Key discussion topics to include:

  • Understanding and adapting to climate change challenges
  • Preparing and reacting to constantly evolving digital and cyber threats
  • Ensuring hardware resilience
  • How to plan for uncertain future needs and demands


10:50 am

Refreshments, networking & exhibition

11:20 am

Finance and investment

11:20 am

Our investment needs and how PR19 will shape our plans

  • Designing a sector leading business plan
  • Introducing Watershare+ and sharing outperformance benefits with customers
  • The benefits of introducing PR19 plans early


11:40 am

Looking at utilities from the investor’s point of view

  • Investment in an uncertain climate
  • What investors demand from utilities
  • The benefits of green finance


12:00 pm

Finance and investment on a cross utility basis

  • Sharing the lessons from Northern Ireland
  • The benefits and difficulties of being a joint regulator
  • Joining up the utility dots


12:15 pm

CFO/FD panel

Seasoned finance chiefs will explore the threat posed by a new breed of competitors, the risks from the resurgent volatility of currency markets, the brave new world of cheap debt financing and its implications for capital structures, and how to keep essential investment flowing into the utility sector amid nationwide political and financial uncertainty.


1:00 pm

Buffet lunch, networking & exhibition

2:00 pm

Smart technology breakouts

Smart customer service

Customers are becoming more demanding, with utilities no longer looked at in isolation, but instead compared against the customer service exemplars – such as John Lewis and Amazon. In response, utilities are engaging more with consumers, offering smart offerings, and using mobile apps to improve the experience. This breakout will see leaders in the space discuss what has been done, and what is being worked on to create a truly smart customer service offering.


Chris Lovatt, Managing director – residential, Eon
Chris Barlow, Innovation director, Smart DCC 
Sarah McMath, Chief executive, MOSL
Ben Newby, Chief customer officer, Bristol Water
Paul Linnane, Energy market insights lead, Electralink

15:10 pm
Session ends - Refreshments, networking & exhibition

Operating smart assets

Climate change, population growth, and new, stringent financial determinations from the regulators are combining to give the utilities a challenge on how to deliver more with less. This panel will look at how smart grids and operating assets will more effectively enable flexibility, improve resilience and help to balance supply and demand. An additional element for the energy utilities is the development and deployment of EVs, which will also be discussed by the speakers.


Jonathan Murray, Policy and operations director, LowCVP
Yiango Mavrocostanti, Innovation and low carbon networks engineer, Western Power Distribution
Bethan Winter, Systems operations manager, Wales & West Utilities

15:10 pm
Session ends - Refreshments, networking & exhibition

Releasing a whole system view

3:40 pm

Working with other organisations to improve the end service

  • Aligning outcomes to ensure optimal customer service
  • Working around data protection issues
  • Care Register Review: making it work


  • Edel Creery

    Edel Creery
    Head of communications & stakeholder engagement - NIE Networks

4:00 pm

Planning for joint working

  • Making the lane rental scheme work
  • Contractor collaboration and driving innovation
  • Ensure local authority decision-making doesn’t inhibit the delivery of smart city infrastructure


4:20 pm

Case study – working in the vulnerability space

  • Working with the Trussell trust on the Fuel Bank scheme
  • Funding a team of dedicated energy advisers in Macmillan’s own call centre


  • Matt Cole

    Matt Cole
    Head of customer vulnerability - Npower

4:40 pm

Questions and panel debate

5:00 pm

Closing remarks and end of Utility Week Congress 2019

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