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Table of contents

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THE CUSTOMER FORUM FOR WATER IN SCOTLAND Legacy report Lessons learned from customer involvement in the 2015-2021 Strategic Review of Charges February 2015 Table of contents Foreword ...................................................................................................................................................... 4 1 Introduction ......................................................................................................................................... 5 2 The success of the new SRC process .............................................................................................. 6 A more effective process for the SRC ............................................................................................ 6 A shift towards a truly customer-centric industry .......................................................................... 7 Strengthening Scottish Water’s evolving culture .......................................................................