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Sydney Water’s
Backflow Model
Sydney Water’s Backflow Model Agenda
Quick origins
Doing business well
Continuous improvement
Quick Origins
Why have a
backflow
program?
Sydney Water’s Backflow Model Quick origins
2005
8000 properties with more added every year
11500 containment devices
Unsupported database
Manual letters
Paper reports returned and reviewed
Sydney Water’s Backflow Model Quick origins
Implemented backflow system
Business case –
– Inability to track and monitor changes in property + meter details
– Growing beyond manual process
Benefits –
– Enable growth
– Accurate reporting
– Lower operating costs
– Process improvement
– Improved customer experience!
Sydney Water’s Backflow Model Quick origins
Sydney Water’s Backflow Model Quick origins
Backflow
Scanning company
System updated
CustomerReceives
letter
Customer hires plumber
Plumber fills out paper report
Plumber mails in report
Scanning company enters
Enters onlineBPCS processes
ASO processes any rejections
11 mths after test, BPCS auto sends scanning co notification
Processed reports update
records
Scanning company
Scanning co sends letter
Doing business well
Sydney Water’s Backflow Model Doing business well
What do we do well?
Looking after our customers
– Looking after containment protection
– Operating a database of over 30k devices
– Over 2000 plumber accounts / 750 active
Adopted a partially-filled carbon form in 2009 + online lodgement
– Sent to customers to help provide mandatory data
Running a 100% online system since 2011
– Reduction in errors from 75% to 25%
– Only bf accredited, licensed plumbers can use the online system
Sydney Water’s Backflow Model Doing business well
Identifying customers / growth
Monitoring reports returned
Keeping customers up to date / letters
Knowledge sharing
Audit program
– Why do we audit? Is it important?
Sydney Water’s
Backflow Experts
This is why we
audit!
This is why we
audit!
This is why we
audit!
This is why we
audit!
Continuous Improvement
Sydney Water’s Backflow Model Continuous Improvement
Why?
Leaving the comfort zone.
Sydney Water’s Backflow Model Continuous Improvement
Better customer experience
– Users: simplicity, easier/quicker, less errors
– Customers: reduction in letters
Chance to improve service
– Meet new customer expectations
– Include known innovations
– Websites: 90s? Now?
Future proofing / risk management
– Making backflow system more viable for Sydney Water’s future
– Keeping system up to date with market/other software
• E.g. pop ups
– Software never sits still!
Sydney Water’s Backflow Model Continuous Improvement
March 2016 rolled out a new web lodgement interface
Designed to help users with “problem spots” – putting our
customers at the heart – changing the way we think
– Typos
– Too many fields to fill out
– Difficulty reading serial numbers
Potential for users to update records!
Reduction in errors to 3%
75% 25% 3%
Paper rejects Good!
Questions?
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