The need and opportunity British Gas was once government-owned and seen by the British public as a ‘national treasure’. Since privatisation of the energy industry in 1986, market competition has grown along with increasingly informed and savvy consumers of energy. British Gas has been on a pretty steep learning curve and that curve has not always been smooth. Over the last 3 years, British Gas has been through a significant transformation programme aimed at addressing service issues and a decline in public perception. The transformation was managed by splitting the organisation into smaller, focused businesses within British Gas and tasking each one to fix the basics and to put the customer back at the heart of the company. Premier is one such business, made up

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