Customers First - City West Water · How we developed Customers First Our customers were at the heart of the development of this strategy. We leveraged the extensive engagement of

Customers

First

ContentsAbout us 4

Our commitment and guiding principles 6

Our purpose 7

Our approach 9

How we will put Customers First 15

How you will know we are changing 16

Monitoring & evaluation 17

APPENDIX 1: Our comprehensive Customers First targets 18

APPENDIX 2: Our Customers First pricing submission 19

City West Water Customers First

4

65% of the inner Melbourne population lives in apartments compared

to 15% across the whole metropolis.

We service some of the

fastest growing suburbs in Australia.

CBD

NPort Phillip Bay

Yarra Valley Water

South East Water

City West Water

Port Phillip Bay

We serve

18 hospitals,

10 university campuses

and a hospitality industry

that grows by the day.

Melbourne’s Central Business District (CBD) receives more than 1 million visitors per day.

We are privileged to provide services to a major sporting

precinct that hosts iconic events such as the Australian Open, Australian Football Grand Final and the

Boxing Day Test Match.

More than 130 di�erent cultural groups that reside in our service area, with over one third speaking a language other than English at home

We have more than 40,000 business customers and the largest industrial customer base of any water utility in Victoria

About usCity West Water is proud to provide water and wastewater services to major parts of Melbourne, the city that has been recognised as the ‘world’s most liveable’. Our service area is one of the fastest growing regions in Australia’s fastest growing capital city, which includes over 430,000 homes and over one million residents of diverse cultures. We also have a diverse business customer base that includes some of Victoria’s largest manufacturers right through to the ever-growing hospitality sector.

It is our customers who are at the forefront of what we do.

A City West Water customer is more than just someone who pays a bill. Our customers are anyone who lives, works or visits our service area: from households to small cafés, large manufacturers and multi-national corporations.

City West Water has formed strong and enduring partnerships with local government, community groups and universities to actively give back to the community through initiatives like Greening the West, stormwater harvesting projects, supporting local communities festivals and events, and Science, Technology, Engineering and Mathematics (STEM) programs.

We are here to listen and grow to meet the needs of our customers.

We are changing gears and striving to be exceptional. Exceptional service means different things to different customers so we are committing to engaging more with our customers to meet their needs and exceed their expectations.

We love the area we serve. It is diverse, bold and constantly growing. And so are we.

65% of the inner Melbourne population lives in apartments compared

to 15% across the whole metropolis.

We service some of the

fastest growing suburbs in Australia.

CBD

NPort Phillip Bay

Yarra Valley Water

South East Water

City West Water

Port Phillip Bay

We serve

18 hospitals,

10 university campuses

and a hospitality industry

that grows by the day.

Melbourne’s Central Business District (CBD) receives more than 1 million visitors per day.

We are privileged to provide services to a major sporting

precinct that hosts iconic events such as the Australian Open, Australian Football Grand Final and the

Boxing Day Test Match.

More than 130 di�erent cultural groups that reside in our service area, with over one third speaking a language other than English at home

We have more than 40,000 business customers and the largest industrial customer base of any water utility in Victoria


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City West Water’s Unique Service AreaCity West Water is one of four water businesses that serve greater Melbourne and one of 19 water corporations that provide services across Victoria. We work together to serve our regions and collaborate to deliver outcomes that benefit all Victorians. In addition to the services we provide, the profits we make are returned to the community through the dividend we pay to the State Government.

Serving the unique community of Melbourne’s West is a privilege that we don’t take for granted. The diversity of our service area is showcased below.

SAFE

GUIDING PRINCIPLES

The safety of the community we serve and our people is our highest priority. Whether it’s constructing a water main or reading a meter, we at City West Water and our contractors put safety �rst. We are committed to ensuring that our water is clean and safe to drink, recycled water is safe for approved uses and our sewerage system protects community health by transporting and treating wastewater.

Whether it is through our online services, a phone call, social media, web chat or face-to-face, we pride ourselves on being easy to deal with. We take the time to understand our customers’ needs and provide a smooth customer experience. Being easy to deal with means we actively improve our services based on customer insights and provide fast and e�ective resolution to customer enquiries.

Our services are a�ordable and fair. We are mindful of our customers’ needs and their ability to pay. We understand that some of our customers will experience hardship, and we have programs in place to support anyone facing vulnerability. A�ordability isn’t just about the cost of our services; it’s the value for money we provide our customers.

AFFORDABLE

SAFE

Our community trusts us to provide water, recycled water and wastewater services 24/7. We are constantly optimising the reliability of our network and when outages do occur, we �x them quickly and keep our customers informed. Through strategic planning and leveraging the power of data we ensure the reliability of our services today and for the future.

RELIABLE

We recognise the diversity of our customers and understand that multiple ways to access our services are required to suit their needs. This means giving our customers choice to contact us how they want and when they want, 24 hours a day, 7 days a week.

ACCESSIBLE

EASY TO DEAL WITH


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Our commitment and guiding principles

City West Water exists to provide exceptional water supply and wastewater services, all day, every day for our customers in their homes, businesses, places and spaces – now and for the future.

As an essential service, our customers naturally compare City West Water’s services and experiences with other energy, utility and service providers. Our customers don’t get to choose their water provider, but we can choose how we deliver our services. And we choose to be exceptional.

Customer value is the core of our business. Everything we do and every decision we make starts with our customers.

We have engaged widely with our diverse customers who have told us what matters most to them. From this feedback we have developed guiding principles that we are committed to putting at the heart of all we do.


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SAFE

GUIDING PRINCIPLES

The safety of the community we serve and our people is our highest priority. Whether it’s constructing a water main or reading a meter, we at City West Water and our contractors put safety �rst. We are committed to ensuring that our water is clean and safe to drink, recycled water is safe for approved uses and our sewerage system protects community health by transporting and treating wastewater.

Whether it is through our online services, a phone call, social media, web chat or face-to-face, we pride ourselves on being easy to deal with. We take the time to understand our customers’ needs and provide a smooth customer experience. Being easy to deal with means we actively improve our services based on customer insights and provide fast and e�ective resolution to customer enquiries.

Our services are a�ordable and fair. We are mindful of our customers’ needs and their ability to pay. We understand that some of our customers will experience hardship, and we have programs in place to support anyone facing vulnerability. A�ordability isn’t just about the cost of our services; it’s the value for money we provide our customers.

AFFORDABLE

SAFE

Our community trusts us to provide water, recycled water and wastewater services 24/7. We are constantly optimising the reliability of our network and when outages do occur, we �x them quickly and keep our customers informed. Through strategic planning and leveraging the power of data we ensure the reliability of our services today and for the future.

RELIABLE

We recognise the diversity of our customers and understand that multiple ways to access our services are required to suit their needs. This means giving our customers choice to contact us how they want and when they want, 24 hours a day, 7 days a week.

ACCESSIBLE

EASY TO DEAL WITH

Our purpose

City West Water’s continuing focus on our customers and providing high quality, affordable services has seen us deliver improved outcomes for more than one million customers in our service area.

In December 2016 we launched our business strategy, Customers First, Benefiting Communities which led to City West Water exploring how we can realise our vision to be an exceptional service provider that puts customers first and benefits the community. Our Customers First strategy provides a platform for us to better understand our customers, taking us on an exciting journey towards becoming an exceptional service provider now and into the future.

Understanding what matters most to our customers is an ongoing journey, one we are dedicated to taking together. Over the past year we have been talking to our customers and the community to understand what’s most important about the services we deliver.

Through research and consultation programs we asked our customers and community for feedback. We wanted to learn about their experiences and preferences for how we might approach customer service delivery, billing, pricing and how we might support customers in hardship.

We heard that our community wants services that are accessible and enquiries resolved promptly, billing and payment options that are efficient and convenient and that City West Water is seen as a valuable partner in servicing a growing Melbourne (see Figure 1).

In building our understanding of our customers we know that a one size fits all approach does not work for a service area which has so many different customer types and community groups.

The purpose of Customers First is to share with our customers and the community how we intend to provide exceptional services.

How we developed Customers First

Our customers were at the heart of the development of this strategy. We leveraged the extensive engagement of our 2018 Pricing Submission (see Appendix 2) and then tested the guiding principles of Customers First using focus groups, pop-up engagement at shopping centres and an online survey. A diverse range of customers have had their say about what Customers First means to them. This engagement is just the start of a two-way conversation with our customers that will guide the development of our services into the future.


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Figure 1: A summary of what our customers have told us is important to them

What we heard...

Consider water to be a precious resource and are interested in being able to monitor their water usage and to learn about ways to save water.

Want us to take action on climate change and support us achieving net zero greenhouse gas emissions by 2030.

Expect bills to be accurate and timely, and want to receive and pay bills in ways that are convenient to them.

View our partnerships as our way to contribute to improving the liveability of the west.

Believe that safe disposal of sewage and trade waste was of fundamental importance to a healthy environment.

Expect safe, clean drinking water and are generally satisfied with the performance of our networks.

Want to keep bills affordable .

Want options when contacting us, and value quality customer service and prompt resolution of enquiries and complaints.

Generally support providing assistance to customers experiencing hardship, so long as it is helping those in genuine need.

Accept and support City West Water’s important role in helping to guarantee a supply of water for the future.


9

Our approach

At City West Water we aim to be exceptional, in every way. We’ve adopted five focus areas, designed to transform and enhance our customer experience.

We are adapting every day to feedback from our customers, and learning all the time from companies that are leading in customer service. We don’t just aim to meet our customers’ expectations, we aim to exceed them.


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1. Digitally enabled

Our customers have spoken. Many want a better digital experience. This is vital for us. Our customers want services that allow them to transact seamlessly on any device, and to be provided efficiently with the information they need when they want it. We understand that phones are for more than just a phone call and we want to be accessible in every way possible for our customers.

It’s hard to ignore the potential impact this will have on our cost to serve. A reduction in call volumes for simple transactions will enable us to focus on resolving more complex activities that deliver greater customer benefits and value. We are proud of having the lowest average residential water bill of any capital city in Australia. And we plan on keeping it that way.

Actions

• We will provide our customers with choice by putting our key customer interactions online

• We will introduce integrated systems that efficiently manage our customer interactions

• We will provide our customers with real time information on service outages through a map on our website.

Our potential for digital transformation

In 2017 we commissioned a review of our customer facing services. This analysis revealed that up to 80% of our customer interactions could be digitised. Providing more transactions online could reduce our call volume by more than 160,000 per year, enabling our people to focus on complex enquiries and value add services. Digital services including account management, changes of address and proactive notification of service interruptions are core services across the utility sector and offer significant benefits to the community we serve.

2. One size doesn’t fit all

Our customers are diverse. We have the largest concentration of commercial and industrial customers in Victoria, including some of the state’s largest manufacturers and thousands of small businesses. Our cultural diversity is a feature of the communities we serve – marked by the 130 different cultural groups that reside in our area with over one third speaking a language other than English at home. We serve a wide spectrum of customers with diverse lifestyles from inner city apartment dwellers and university students in share houses, to families living in inner and middle suburbia and those building new houses in growth areas.

Every one of these customers’ needs us in different ways. Our Customers First strategy will see us truly understand our customers beyond the conventional segments of residential and business. Behaviour, values and needs vary significantly within these groups and influence customer expectations. Understanding our customers positions us to anticipate and address their needs and deliver the services they value.

We are proud of our 89% customer satisfaction score for people who call us. We are leveraging this into leading services for all of our customer types – from café owners to large businesses and from pensioners to first home buyers. Our commitment is to create a leading accessible experience that meets our customers’ individual needs.

Actions

• We will gain a better understanding of our customers’ needs and expectations through segmentation

• We will have improvement plans in place for each segment that will see us provide tailored service offerings that reflect their needs

• We will provide a tailored customer experience for our business and local government customers.


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A diverse customer base means diverse customer needs

There are a vast array of customer types that City West Water is fortunate to serve. Our customers vary in size, water demand, complexity, economic status and customer service preference to name a few. These are just a few of the key customer types that we are committed to servicing in a more tailored way.

‘We want to choose when and how we contact you’

The more than 430,000 homes that we serve rely on the affordability and reliability of our services. They also want to choose when and how they interact with us. Phone, email and Australia Post have been the backbone of our customer interactions and will continue to play a role into the future. However, in our transformation to a digitally enabled utility we will put the power of choice in our customers’ hands through web-chat, social media and online transactions.

‘We commute to City West Water’s service area and need to know if your works impact our travel’

Melbourne’s CBD receives more than a million visitors per day and even more during major events. These customers expect our services to be reliable and that when we do works to improve or repair our network we minimise the impacts on the surrounding community and the services they rely on. By listening every day and increasing our engagement we will do our part in supporting thriving communities.

‘We need exceptional services and a partner who helps us plan for the future’

Local councils are both a partner and customer of City West Water. Councils rely on our services to provide their own to the communities they serve. Together we plan for the future of Melbourne and work collaboratively to maintain the liveability of our service areas. In recognising that one size doesn’t fit all, Councils need tailored services that reflect the complexity of their operations and key contacts within City West Water that facilitate collaborative planning.

‘We need simple, easy services that don’t get in the way of running our businesses’

The vast majority of our 40,000 business customers are small to medium business for whom water and sewage is only a small part of their operations. Our small-medium businesses expect reliable services that allow them to get on with running their business. Our people, processes and technology must work together to provide the speed and flexibility these customers want and need.

‘We need reliable and affordable services that recognise the complexity of our operations’

We serve some of Victoria’s largest industrial and commercial customers that play an essential role in the national economy. Affordability and reliability is essential for these customers. They expect us to listen every day to understand the complexity of their operations and deliver a service that is tailored to their needs.

‘We need fast and consistent advice that helps us keep pace with a dynamic industry’

Developers play an integral role in providing the future infrastructure of Melbourne. It’s a fast-paced industry that needs quick and effective resolution to enquiries and applications. They also need a partner on large projects who works collaboratively to deliver the right outcomes for our growing communities. A digitally enabled utility is essential for providing the speed and convenience developers need.

RESIDENTS

SMALL BUSINESSES

VISITORS

LARGE BUSINESSES

COUNCILS

DEVELOPERS


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3. Listening every day

Engaging with and listening to our customers is our way of working. Our Customers First strategy creates opportunities for our customers to provide their feedback to us in ways that suit them. Whether that’s through an online community portal, SMS feedback, telephone call or talking face-to-face with our staff at a local festival. Our approach is to listen, learn and improve our services in little ways every day, and in big ways through our strategic effort.

We gain insights by capturing and analysing data from our own network and combining this with customer feedback. This could be by pre-emptively identifying a possible water main break and acting to avoid it, to partnering with outside sources such as the weather bureau to help customers understand the most appropriate time to water their garden. Great customer experience requires us to turn data into useful insights for our customers.

We are also focusing our efforts to improve our communication. Our customers have told us they want more opportunities to self-serve as well as the chance to speak to us face-to-face. We are listening, now watch us grow as we broaden our community engagement and work with our customers to improve our services.

Actions

• Guided by our annual engagement plan, we will have regular and authentic conversations with our customers so they can tell us what they need in a way that suits them

• We will involve our customers in the design and re-design of the ways we interact with them.

Our commitment to Innovation

In 2017 City West Water launched a $100,000 Innovation Fund and put the challenge to our staff to fix what our customers have told us frustrates and annoys them the most. In its first year the Fund supported the exploration of a number of new ideas including virtual reality for designing assets, chat-bots for web customer service and a live service outage map. We had over 150 staff participate in the first 12 months and we will continue to build our capacity to create customer value through dynamic technology.

4. People, process and technology working together

We are aware that we need to work on aligning our people processes and our technology. Our customers expect us to deliver on the promises we make. At City West Water we aim to create a positive experience for our customers even when things go wrong.

Our people learn every day new ways to deliver the best value for their customers. From accounts payable to the IT help desk, every person at City West Water takes personal responsibility for the customer experience and is supported behind the scenes with ever more streamlined processes.

Our customers expect to turn on the tap and flush the toilet without even thinking about it. The Customers First strategy is about delivering great quality water services every day. Yes, there are

times when things don’t go as planned; and while there might be interruptions, these are opportunities for us to provide exceptional service.

Actions

• We will implement a new Customer Service Model that directs customer interactions to resolve enquiries promptly and correctly, first time

• All of our contractors will be part of delivering our Customers First vision; from those who fix and install water mains, to those who read meters and everything in-between. Our customers can be confident we’re working together to put them first.

Leveraging data to improve our services

We want to fix service interruptions faster, preferably before we’ve disrupted our customers’ supply or our works slow their journey home. That’s why we’ve implemented a field mobility solution to improve the way we capture data about issues in our network. The field mobility solution records the performance of our assets and the crews that maintain them. The data we collect helps us to proactively manage damaged assets and to increase the speed at which we respond to problems. We are leveraging machine learning and data analytics to make our network more reliable and efficient.


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5. Achievement culture

Our water and wastewater services are delivered through a complex network of engineered assets. However, it’s our people, not our pipes that will put customers at the heart of all we do. Our people are our most important asset and the architects of customer value.

At City West Water, the term ‘Our People’ includes those we directly employ and our contractors.

Whether it is a representative from our contact centre in Footscray, a plant operator from our Altona Recycled Water Plant, or a contractor who reads our meters, fixes our pipes, or builds and replaces existing assets, we all have a role to play in delivering an exceptional customer experience.

City West Water has created an achievement culture where the pinnacle of success is the creation of customer value. Our culture is built on three anchors:

• We value people

• We learn and grow

• We drive performance.

Actions

• We are putting all our employees through a personal leadership program

• We will include customer focus as one of our 12 Enterprise Capabilities required for all employees

• We will undertake a Customers First learning and development program for all our people and this will be extended to include our contractors

• Our people know and care how their role contributes to delivery of Customers First


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How our people are putting Customers First

Tony MachTaxation Accountant

Tony’s role focuses on making our services affordable to the customers we serve. Complying with our financial obligations and providing oversight over our cash-flows ensures City West Water is being responsible with our customers’ money.

Alysha EdmondsData Scientist

Alysha harnesses the power of data to provide reliable and affordable services to our customers. Recording and analysing the data on how our network is performing helps us to make the right decisions about renewing and upgrading our assets so they can continue to function well long into the future.

Michelle PinanEnvironment Team Leader

Michelle helps City West Water to responsibly manage the environmental risks that arise in providing our products and services. This ensures our products and services are safe and reliable now and for future generations. In addition, protecting and, where possible, enhancing the environment contributes to the liveability of Greater Melbourne.

Matt GiasoumiOperations Supervisor (PFM)

Matt’s role focuses on keeping City West Water’s services as safe and reliable as possible. By coordinating repair crews when pipes burst or sewers are blocked, Matt and his team repair damaged assets and restore services to our customers as fast and safely as possible. Matt also provides customer service to people impacted by service outages and works with stakeholders to minimise the impact of service outages on the community we serve.

Alexandra CacciattoloCustomer Service Representative

Alexandra’s role in Customer Operations helps City West Water to be accessible and easy to deal with. Using simple and easy to understand language, Alexandra assists customers to: update their details so the right person gets the right bill, gain access to services such as e-billing and concession discounts, understand what their charges mean and much more. Alexandra strives to provide first call resolution to save customers time

Melina LagambaBusiness Relationship Partner

Melina’s role provides a personal contact point between City West Water and our key business customers. Melina’s customer service ensures City West Water is as accessible and easy to deal with for customers whose size and complexity require a more personalised service. Whether it’s helping out with a billing enquiry or minimising the impact of service interruptions, Melina’s strong customer relationships deliver the best possible outcomes for our key customers and City West Water.


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How we will put Customers First

Figure 2: How we will implement Customers First

Key focus areas2018 2019 2020

July December March July December March July December

Digitally enabled

Select a Customer Relationship Management (CRM) system

Implement CRMOptimise CRM performance

Digitise ten customer interactions All key customer interactions are digitised

Deploy a live service outage map on CWW website Provide SMS notifications of outages

Build web-chat into our website Web-chat is available 24/7

One size doesn’t fit all

Undertake detailed customer segmentation

Develop customer improvement plans for each segment

Pilot face-to-face service in the community Implement permanent face-to-face customer

service offering

Learning every day

Voice of customer (VoC) insights is accessible to all staff

Integrate customer and network data into a single platform

Optimise analytics and reporting via automation and machine learning

People, process and technology working together

Develop customer service model (CSM) Implement CSM

Develop annual customer engagement programBenchmark customer engagement program

Co-design one product or service with customers

Integrate Customers First principles into all relevant contracts

Achievement culture

Integrated change program to support the delivery of Customers First

Include customer focus into 12 enterprise capabilities for all employees

Customers First learning and development program

Undertake customer focus capability and culture assessment

Customers First will be delivered across three years, commencing in July 2018. The first year will focus on setting the foundations for future success. We will build year-on-year to become leaders in the customer experience space. Putting Customers First is a journey where the destination is ongoing.


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How you will know we are changing

Table 1: How our customers will know we put them first

Measure of success Why this is important Current 2018/19 2019/20 2020/21

Residential Customer Satisfaction

Business Customer Satisfaction

Overall satisfaction is an important measure of our how well we are meeting our customers’ needs across all five of our principles.

91%

77%

92%

80%

93%

85%

95%

90%

City West Water’s Reputation Reputation provides an understanding of how well we are connecting with our customers and our community. Trust, admiration and confidence in our brand drives a direct link to customer value.

No data 75% 78% 80%

Rank in the WSAA Customer Perceptions Survey

‘I trust my water provider’

‘My utility is easy to deal with’

The Water Services Association of Australia independently measures the performance of water utilities across Australia. These measures indicate how well we compare in relation to affordability and being easy to deal with.

12th

12th N/A*

Top 5

Top 5 N/A*

Number of interactions per customer via traditional channels

For many customers, being accessible and easy to deal with means being able to conduct transactions online. We want to be able to measure how many customers are moving from traditional channels to digital channels, therefore reducing our cost to serve.

1.8 1.6 1.4 1.0

The implementation of Customers First will be measured through a robust framework of metrics that monitors our performance across our five principles of customer value. All of the metrics will drive outcomes in three key areas: City West Water’s reputation, customer satisfaction and digital customer services. Table 1 below outlines our six critical success measures for measuring our transformation into an exceptional service provider. Appendix 1 provides a suite of additional targets we will use to measure our success. Appendix 2 outlines our basic service standards that represent the starting point for driving exceptional results.

* biennial survey


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Monitoring & evaluation

The delivery of the Customers First strategy will be enabled by the development of an annual Action Plan. This will outline the accountabilities and timelines for implementing the key actions stated in this strategy.

City West Water’s Customers & Community Group will be responsible for the development and management of the Action Plan. The Strategy & Policy Group will coordinate the annual report to the Executive Leadership Team and Board on the targets and key actions outlined in the Customers First strategy.


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APPENDIX 1:

Our comprehensive Customers First targets

Table 2: How our customers will know we put them first

Measure of success Why this is important Current 2018/19 2019/20 2020/21

Overall customer satisfaction Overall satisfaction is a holistic measure for how we are performing across all of our Customers First principles

89% 90% 92% 94%

Enquiries resolved on first contact Fast and easy resolutions to customer enquiries are an essential component of being easy to deal with.

No Data* Collect Data

80% 85%

Esimated meter reads Customers expect the bills to be accurate and reliable.2.1% 2% 1.8% 1.5%

Customers using E-billing Being easy to deal with and accessible means customers need to be able to receive their bill in the way that works best for them.

20% 30% 40% 50%

Number of vulnerable customers to use Water Assist

We have many customers that are struggling to make ends meet. Helping customers in need is an essential part of being an affordable utility.

200 200 200 200

% of customers who believe that City West Water’s services provide value for money

Being affordable is more than the cost of the bill: it’s the value for money we provide our customers.

50% 55% 60% 65%

% of ‘Our People’ believe we put customers first when making decisions

Putting customer value at the heart of all we do means we think about how every decision will make our services more affordable, safe, reliable, accessible and easy to deal with.

67% 70% 80% 90%

% of customer satisfied with how CWW manages planned and unplanned outages

Interruptions to the reliability of our services and the works required to restore them can place stress on our customers and community.


40% 50%

% contractors that believe we support them to put customers first

Great partnerships with our contractors make our services as safe, affordable and reliable as possible.


70% 90%

Compliance with drinking water quality standards and EPA’s discharge licence requirements for sewage treatment

Compliance with our health and environmental regulations is essential for ensuring the safety of the services we provide.

100% 100% 100% 100%

*These targets will be reviewed to ensure they are appropriate after data is collected

The implementation of the Customers First strategy will be measured through a robust framework of metrics that monitors our performance across our five principles of customer value. In addition to our six critical success measures, we have identified a range of additional measures to help us determine whether we are putting customer value at the heart of everything we do.


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APPENDIX 2:

Our Customers First pricing submission

Table 3: City West Water’s minimum service performance measures for the next five years

Performance measureYear

2018/19 2019/20 2020/21

Customer correspondence (emails) responded to within 1 day 95% 95% 95%

Residential customer satisfaction with response to an enquiry 85% 85% 85%

Non-residential customer satisfaction with response to an enquiry 85% 85% 85%

Calls resolved on first contact 75% 80% 85%

Estimated meter reads used for billing (proportion of total reads) <3% <2% <2%

Customers with registered online accounts - 10% 20%

95% of standard plumbing applications completed within x business days x=10 x=10 x=5

95% of pressure and flow information application process within x business days x=10 x=10 x=5

95% of asset information applications processed within x business days x=10 x=10 x=2

Customers on instalment plans per 1000 customers 65 65 65

Residential customers receiving Hardship Grants per 1000 customers 1.2 1.2 1.2

Number of customers taking up Water Assist 200 200 200

City West Water’s Pricing Submission to the Essential Services Commission (ESC) outlines the prices and minimum services we will provide over the next five years, from 1 July 2018 to 30 June 2023. Customer values and preferences were fundamental in shaping our submission.

Our Pricing Submission proposes:

• Our service standards

• The revenue we need to deliver services

• Prices we plan to charge customers to pay for the services we deliver

• Out tariff structure

A summary of the key targets we have set ourselves is outlined below in Table 3.

City West Water1 McNab AvenueFootscray VIC 3011Locked Bag 350 DX 30311Sunshine VIC 3020 Australia

T 03 9313 8422 F 03 9313 8417E [email protected]

citywestwater.com.au

Documents

Customers First - City West Water · How we developed Customers First Our customers were at the heart of the development of this strategy. We leveraged the extensive engagement of