Increasing diversity and inclusion across the water sector has the potential to improve innovation, customer service, and contribute to the diversity of thought needed to overcome key challenges, writes Lila Thompson, chief executive of British Water.
Research and advisory experts Gartner recently released a report on diversity which indicated that 75% of businesses with frontline decision-making teams reflecting a diverse and inclusive culture exceeded their financial targets. The report also revealed gender-diverse and inclusive teams outperformed gender-homogeneous, less inclusive teams by 50% on average.
But it’s not just the bottom line that is impacted by an inclusive workforce – a diverse workforce, or lack thereof, sends a very strong message to customers.
While the UK and Irish water industries have made strides towards equality, diversity, and inclusion (EDI) in recent years, there’s more to be done. A growing population, extreme weather events, and aging infrastructure are putting immense strain on these industries. Building a workforce that can handle these challenges is crucial. The key to communicating these growing pressures to customers lies in developing a workforce that better reflects the communities it serves. Improving EDI improves customer experience in several ways, including:
Understanding customer needs: A diverse workforce brings a wider range of perspectives and experiences to the table. This allows water companies to better understand the needs of their customers, who come from various backgrounds and may face different challenges regarding water access and affordability.
Improved communication and problem-solving: With a more diverse team, communication with customers can be more effective. People from different backgrounds may have different preferred communication styles and languages. A team that reflects the customer base is better equipped to connect and resolve issues. Additionally, diverse teams are known to be better at creative problem-solving, which can lead to finding innovative solutions to customer concerns.
Gender diversity in the workplace
Reflecting the critical role of women in sustainable water resource management, Åsa Regnér, Deputy Executive Director of UN Women, said: “We must leverage women’s voice and influence in water governance.”
A report by the Womens Utilities Network showed that just over 50% of women in the utilities sector feel they are treated differently because of their gender, and almost a third are thinking of leaving the industry as a result. Although this was focused mainly on the energy utilities too often, sadly, this lack of female representation carries through into the water workforce.
According to the 2023 Energy & Utility Skills Inclusion Measurement Framework results, women now make up 30.07% of the energy and utilities sector workforce – up from 26.1% in 2022.This is a positive step but, when compared to the UK average of 48%, there is still work to be done for the sector to be reflective of the communities it serves.
Attracting and recruiting women into the UK water sector is not just desirable, but essential. Women are often primary caregivers and household decision-makers, acutely aware of water consumption patterns and the challenges faced in managing a household’s water needs. A career in the UK water sector offers the chance to make a real difference. It’s a dynamic and evolving field, with diverse opportunities across a range of specialisms. By attracting and retaining talented women, the UK water sector can ensure a future where water is managed sustainably, equitably, and for the benefit of all.
British Water is committed to empowering women in the water industry through initiatives, events, and partnerships to drive growth and support career development. For example, our Women on Water campaign aims to empower women in the water industry by providing tools, advice, and support for their personal and career development. The campaign includes events, initiatives, and mentorship programs to promote diversity and advancement.
Overall, improving EDI in the water sector leads to a more well-rounded understanding of the customer base and encourages better communication and problem-solving, which ultimately improves customer service.
To find out more about British Water’s Women on Water network, please visit britishwater.co.uk/page/WomenonWater
