We have designed a series of operating initiatives aimed at achieving our Vision, provide focus for specific operating challenges and driving improvement in our organisation over the next three years.
These Key Management Priorities have two areas of external focus – Customer Connect and Climate Resilience, and three areas of internal focus – Zero Harm, People First and Reduce-Reuse-Recycle. These priorities are detailed below:
Customer service is critically important to us, and recent customer consultation has highlighted four areas of focus:
- Enabling customers to effectively interact with us online
- Enabling customers to better understand their accounts
- Using modern technology to offer customers a range of convenient payment options
- Assisting customers to become more water efficient
Our Water Forever strategy has helped us to engage the community in the move towards climate resilient water sources, schemes and lifestyles. Our Climate Resilience initiative is now looking ahead and beginning a new wave of activity, not just in water supply, but in the wider context of all water services – forever.
Safety is our first priority. Safety and health form part of our broader cultural move towards constructive behaviours, corporate compliance and one effective system. Our goal is to have one safety culture and one set of behaviours that deliver the safest possible environment for everyone who works with us.
Our people are behind the many services we provide to customers, and the experience our customers receive is a direct result of our culture and behaviour. This priority is focused on achieving the shift in culture that is required to deliver improvements in both customer service and safety.
Reduce, Reuse, Recycle
Over half our business activities involve wastewater. This priority focuses on the inputs and outputs of our business. Firstly, we aim to streamline our consumption of energy, chemicals and land to reduce waste. We are then rethinking the outputs of our activities, and aiming to generate useful products from our wastewater treatment processes.