Customer-centric approach receives green light in new outcomes report
Coliban Water remains focused on putting the customer at the heart of all decision-making.
Managing Director Damian Wells said the business met five key customer outcomes during the last financial year, with an overall green assessment on the measures.
The outcomes include providing high quality water that is reliable and safe; being easy to deal with; enhancing the environment; contributing to the prosperity of the region; and supporting customers in need.
“These five outcomes were created in consultation with our community as part of our Pricing Submission 2023. This tells us that our customers expect and value these particular things the most.”
It’s the first time these new customer outcomes have been tracked by our Customer Advisory Groups (CAGs), and during a meeting in June, they reflected on our performance.
“Representatives from our three CAG groups - Northern Urban, Southern Urban and Rural - were presented with information about each outcome and associated measures. They discussed our performance and provided us with a traffic light rating of each measure and written feedback,” Mr Wells said.
In total, 19 performance measures were jointly considered and overall rated as green. Of these 19 measures, 16 were assessed as green, one as red and one as amber, with one remaining measure not yet applicable.
The red measure was related to source water quality, which can be poorer in the summer months due to natural organic material.
“This was the case for our Laanecoorie network last summer,” Mr Wells said. “It means our water treatment plant was working harder to treat the water before delivery to customers. Consistently poor source water quality can affect treated water taste and smell.”
The amber rating relates to a slight underspend of budget for large capital projects.
“Overall, our measures were largely assessed as green which includes things like good water pressure, number of towns on water restrictions (none), customers having their phone call resolved quickly, improvements in environmental tracking, and water savings efficiency,” Mr Wells said.
“In addition, we continue to support customers by ensuring they are aware of the financial support we provide through our Coliban Assist program. We have also met our target of processing financial support requests within two business days.
“We are committed to our customers, and we strive for continuous improvement. The measures also make it easier for our communities to hold us accountable and reflect on our performance over time.
Learn more at coliban.com.au
Last updated on 26 Aug 2024