Scottish Government

Investment in Water Services Quality and Standards III Work Package 6 Report:
Customer Service Standards

A Report to the Scottish Executive by the Quality and Standards 3 Project Board

This document is also available in pdf format (248k)

Contents

1. Quality and Standards 3- Background
2. Remit and Responsibilities
3. Methodology
4. Inventory of Drivers
5. Investment Scenarios
6. Appraisal and Costing Process
Pressure
Odour Nuisance
Colour (water discolouration)
Business and Household Metering and Billing Strategy
Emergency Planning
Customer Experience
Lead Pipes
Sewer Flooding
7. Conclusions and Recommendations
8. Annex 1 - Review of Market Research
9. Annex 2 - Topic Guide for Focus Groups
10. Annex 3 - Work Package 6 Definition and Statement of Work
11. Annex 4 - Inventory of Drivers and Objectives
12. Annex 5 - Strategic Environmental Assessment
13. Annex 6 - Select Bibliography
14. Annex 7 - Work Package Members