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Water sector service innovation: What, where and who?

Ward, S; Brown, S; Burton, A; Adeyeye, K; Armsden, S; Mannion, N; Tahir, S; Gordon, C; Chen, G


S Ward

S Brown

A Burton

K Adeyeye

S Armsden

N Mannion

S Tahir

C Gordon

G Chen


FA Memon

KA Adeyeye


Changes in water law and policy, in the UK and further afield, are promoting social and service innovation, as well as technical innovation in the water sector. In particular, the separation of wholesale and retail water and sewerage services for English and Welsh commercial water systems customers is leading to a focus on service innovation. But what do we mean by 'service innovation'? To whom does it apply and how do these parties interpret it?
To answer these questions, this paper presents the findings of recent interviews undertaken by and case studies presented to the Water Efficiency (WATEF) Network Service Innovation Technical Committee. The paper explores definitions and interpretations of service innovation (SI)
and discusses case studies where SI is already being realised in the water sector. The study was conducted using interviews and case studies. tree-branch model of SI is proposed, emphasising the placement of the customer as the focus of SI. A revised definition of SI was also provided to assist water service providers in enhancing the services provided to their customers. The study revealed that the water sector offers scope for improvement in fundamental business services. These include billing, customer relations, communication (information services) and data provision and visualisation.


Ward, S., Brown, S., Burton, A., Adeyeye, K., Armsden, S., Mannion, N., …Chen, G. (2015, August). Water sector service innovation: What, where and who?. Paper presented at Water Efficiency Conference 2015, University of Exeter, Exeter, England

Presentation Conference Type Conference Paper (unpublished)
Conference Name Water Efficiency Conference 2015
Conference Location University of Exeter, Exeter, England
Start Date Aug 5, 2015
End Date Aug 7, 2015
Acceptance Date Aug 5, 2015
Publication Date Aug 7, 2015
Peer Reviewed Not Peer Reviewed
Pages 4-13
Keywords change, client, concept, delivery, service innovation, technology, water efficiency
Public URL
Publisher URL
Additional Information Title of Conference or Conference Proceedings : Water Efficiency Conference 2015

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