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Skill Transformation for Operational Staff in Modernised Delivery Systems. Geoffrey Enever Manager Customer Service Goulburn-Murray Water. WHY?. G-MW irrigation system undergoing major upgrade 100 years of Passive assets Manual operation Paper based recording - PowerPoint PPT Presentation
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Skill Transformation for Operational Staff
in Modernised Delivery Systems
Geoffrey Enever Manager Customer Service
Goulburn-Murray Water
WHY?• G-MW irrigation system undergoing major
upgrade• 100 years of
– Passive assets– Manual operation– Paper based recording
• Replaced with Dynamic Flume Gate regulators and automated irrigation outlets
• System upgrade = Skill upgrade required
14,000 customers in six irrigation areas (channel network & pumped supply)
Approx 12,000 customers access water from
• bores (groundwater) • direct from rivers and streams
(diverters)
Other customers • MDBA • Other rural and urban
corporations• Hydro, leases, recreation,
houseboats, licences
Goulburn-Murray Waterand our customers
• Majority of 6,900km channel network is manually operated
• Channel automation improves control along the network
• Changed operation requirements = Changed skill
requirement for staff
Channel networkPerth
Sydney
Channel automation
Paper based records
Staff well trained and knowledgeable in their field
Manual operations = Large OHS risk to staff and G-MW
• $2.1 billion project to upgrade the gravity irrigation system
• Automated/dynamic assets• Electronic components require new skills• Much of the staff knowledge & equipment
now redundant
The Project is Here!
Dynamic operations
Electronic assets
Confusion
Training for staff
• Technical skills• Electronic
equipment
• 3 levels of training • Trained staff
become the trainers
• In house • On the job
Equipment change
• Major change is the move to “In Field Computing”
• Required an item suitable to conditions
• User friendly for staff of varying skill levels
• Large staff involvement in selection
Issues - staff concerns
• Ability to adapt to: – New technology– Larger geographical area of responsibility
• Reduced staff numbers! • Operating “Hybrid” system• Continuing to train staff in operating a
“Manual” system• Reduced contact with customers
Outcomes – staff
• New skills achieved • New career path• Rewarding work• Resignation of staff members!• Central System Operations
– 24 hour customer contact– 24 hour system monitoring– 24 hour support to field staff
So Look at G-MW Now• Central monitoring• Increased training
New SkillsNew KnowledgeNew EquipmentNew Career Confidence in future
From Manual to Automation
Summary
• How it Was • Here it Is
•Look at G-MW NowWIN for staff
WIN for customersWIN for G-MW