Annual Report 2016 - Page 24

Annual Report 2016 STRATEGIC REPORT Echo has won new business and extended relationships with existing clients, both within and outside the water sector. 600 employees across 6 sites “Echo is at the forefront of the strategically important Open Water programme.” 22 Overview Echo Managed Services (Echo) is a specialist outsourced provider of complex multi-channel customer contact services, comprehensive debt management solutions and the developer of the market leading water billing and customer information software, RapidXtra. Echo’s strength, and a cornerstone of our sustained success and growth in recent years, has been our ability to combine best practice specialist services and solutions with highly skilled and knowledgeable people, to provide public and private sector organisations with end-to-end customer contact capabilities. The past year has been characterised by both changing and challenging market conditions. In water, the Ofwat price determination has further compounded cost to serve pressures throughout the sector. In addition the necessity to achieve compliance for non-household retail competition (known as the Open Water programme) has been equally pressing. We have continued to support water companies, providing innovative and cost effective solutions to meet these challenges, which has in turn presented opportunities. Tightening regulations within the debt services sector has added yet further challenge, however we are in a strong position, being able to provide both debt management expertise and customer service excellence, strengthening our proposition in this space. Despite the market challenges, Echo has both won new business and extended relationships with existing clients, within and outside of the water sector. We have also remained at the forefront of the strategically important Open Water programme and have been recognised once again with several prestigious award nominations. Our people, our greatest asset The launch and subsequent embedding of E &\]\[ۋZ\[ۈ[[Y\ݙ\H\YX\\KY\YH\[\[\[HۈH[[ۈ\H[]و[YY[X[H\[›و\XXH[^\\B]Y[H [\YY\Xܛ›\^]\[ݚY[[YX]H[Y]ܚ܈ܛ [Y][ۋX\X\ٝ[BXZ[Z[Y]XܙY]][ۈ\[[\ܜ[[Hܙ[\][ۂHH[\]YXH\B\[[HX[Y[Y[^[[Kو\X[\KH\\܈[Y[Y]BZ\[ۋ\[ۈ[[Y\\BXXXH[XYYXܛBHܙ[\][ۈ[Y][[\YY\HX[[HوYH[[ۙ[˂