Whilst the UK water infrastructure is among the very best in the world, supply interruptions are inevitable. Effective incident management and business continuity strategies are essential in order to mitigate the consequences of reduced or lost supply.

Top water supply interruption causes:

• Burst and leaking pipes

• Contamination

• Flood

• Drought

• Planned and reactive maintenance

Top business continuity threats:

• Cyber attack / data breach

• IT and telecom outages

• Act of terrorism / security incident

Interruption to utility supply

• Supply chain disruption

Water wholesalers of course are used to regulatory demands including the Security and Emergency Measures Direction (SEMD) requirements outlining daily provisions per person. They are also becoming increasingly interested in customer service measures such as Ofwat’s Service Incentive Mechanism (SIM), Outcome Delivery Incentives (ODIs) and average lost ‘Property Minutes’.

When a piped supply is disrupted, it is essential to restore the service to normal operation as quickly as possible. To ensure this happens and to reduce the interim impact, water wholesalers are advised to engage the services of an experienced partner, through establishment of a framework agreement, who can provide alternative water supply during incidents.

Water retailers (established for the water market de-regulation in April 2017) are also concerned with supply interruption incident management as it can assist with customer retention and increased switching by promoting value over price. This can mean offering specialist water contingency services and bespoke solutions for non-household customers that require planned or emergency temporary water services.

With this in mind, we have put together the following top 5 supply interruption incident management considerations:

1) Quality Assurance

Water quality is of the utmost importance for any alternative supply provision. The Drinking Water Inspectorate (DWI) suggests that any temporary water supply is (and can be demonstrated as) ‘wholesome’ as defined in the Water Supply (Water Quality) Regulations (WSWQ).

Water wholesalers in particular must be able to demonstrate adherence to the WSWQ regulations for all water (including bottled) that is supplied in place of the usual piped supply.

2) Responsive capability

It is impossible to predict when or where an incident will occur so nationwide reactivity, swift response and effective resource management are crucial both in and outside of working hours.

Having an incident management partner who provides dedicated drivers and resources available 24/7 is the only way to overcome restrictions surrounding drivers’ working hours (Working Time Directive). This allows for a continuous service around the clock without the concern of losing workable staff during a water supply outage.

3) Appropriate Solutions

Each incident and location will have unique demands from the outset and these can vary greatly as the incident progresses.

The management approach and the solutions provided need to be as equally variable with a multitude of options available. Often these can be adapted and used in unison with one another for diverse coverage and can include tanker mobilisation, deployment of static tanks, bowsers and bottled water via distribution points and doorstep deliveries for priority customers.

It is recommended to look for a supplier that can provide a flexible service as appropriate. For example: visible ‘drinking water stations’ so that customers can clearly see that the incident is being reactively managed or innovative and less visible solutions where customers experience reduced interruption due to proactive mitigation methods.

4) Effective Communications

Proactive, timely and accurate communications between incident managers, responders and the public through the lifecycle of an incident are a crucial element. For the benefit of the end customer it is vital that all participants collaborate on media messaging, whilst understanding and supporting the delivery of the public relations message through all avenues.

From an incident support point of view, it’s essential to ensure the partner enlisted is upfront and accurate in the delivery of ETAs, the communication of delays and maintains general regular updates.

5) Added Value

Alternative water provision should bring added value to your organisation’s incident management procedures, business continuity plan or customer service mandate.

Engaging reliable incident management partners that can be trusted to provide autonomous solutions and proactive support may mean not choosing the cheapest option; rather appointment of partners that bring added value.

Information provided by Water Direct: With over 21 years of experience in water supply incident management, Water Direct provides planned and emergency water services, nationwide 24/7 to national water wholesalers, retailers, commercial and private organisations to ensure reduced impact of supply interruptions.

www.water-direct.co.uk