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Deregulation of the utilities is not new and has been taking place around the world in many different guises for over 25 years. Looking at the experiences from other countries, as well as other utility businesses, can learn much. The lessons learnt show that there are 4 phases that the utilities go through:
i. cost cutting to improve competitiveness;
ii. innovation and application of new technologies to enter new market’s
iii. innovation through new business models;
iv. development of a customer-focused culture.
The work also showed that speed of change is important to allow the incumbent to remain with a significant share of their ‘home’ market.
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