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Customer engagement in UK water regulation: towards a collaborative regulatory state?

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Little is known about how processes of 'expert' control interact with or move towards collaborative models of regulation. This paper focuses on a critical example of such an apparent shift: customer engagement in price-setting in water regulation in Scotland and England/Wales. By drawing on original interview and documentary analysis, the paper demonstrates a neglected rationale for and usage of 'collaborative regulation': regulators introduced customer engagement to incentivise regulated firms into further efficiencies. This points towards an increasing hybridisation of the contemporary regulatory state, in which collaborative regulatory processes are used to advance 'econocratic' objectives of expert regulators.
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Keywords: COLLABORATIVE REGULATION; CUSTOMER ENGAGEMENT; REGULATORY STATE; UTILITIES REGULATION

Document Type: Research Article

Affiliations: 1: Email: [email protected] 2: Email: [email protected]

Publication date: 01 January 2018

This article was made available online on 06 September 2017 as a Fast Track article with title: "Customer engagement in UK water regulation: towards a collaborative regulatory state?".

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