At the heart of MOSL’s business plan, we aim to make it ‘easier to do business’ in the non-household water market. MOSL’s business plan sets out our key priorities and improvement programmes which have been developed through extensive engagement with our members and key stakeholders. Throughout the process we seek to engagement with our members and the industry Panel to ensure the key priorities are aligned to those of the market. Each year our members – the wholesalers and retailers who operate in the non-household market – vote to approve our annual budget which is set out in our business plan.

MOSL’s business planning is the mechanism through which we aim to deliver improvement across the market and in the way we operate. We track and report against the delivery of our business plan commitments through our quarterly reporting and engage with our members at the annual CEO Forum.

Business Plan 2021-24

Our business plan for 2021-2024 aims to deliver high quality, reliable and consistent core services alongside a longer-term plan that drives the market forward and unlocks value for customers through a number of improvement programmes.

It is a highly cost-conscious plan - recognising the challenging economic environment – with a focus on reducing cost to serve and delivering a well prioritised, phased programme of improvements that will drive benefits and add value.  

The business plan sets out MOSL’s priority improvement programmes for 2021/22 and beyond as part of our first rolling, three-year plan – providing our members and the market with greater clarity on our future plans and their associated costs.

2021-24 Business Plan

2020/21 Business Plan

The overarching focus in the 2020/21 Business Plan is on making it ‘easier to do business’ in the market – reducing the indirect cost and frictions associated with operating in the market. This focus is built on five key themes:  Service Excellence, Market Assurance, Market Improvement, Governance and Building Capability.


How we measure success

MOSL will continue to measure progress and the benefits of the implementation of our business plan through our quarterly business plan and Key Performance Indicator (KPI) reports. In these reports we will be highlighting potential risks and their mitigations and where relevant, providing a view on the delivery cost versus the allocated budget for the financial year.

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