How we're tracking
2021-22 Quarter 3 update
We’ve seen a welcome return to service levels this quarter, meeting almost all of our targets with an overall ‘green’ indicator for performance. We’ve made significant progress despite ongoing resourcing constraints impacting both employees and contractors as a result of the pandemic.
While complaints and customer satisfaction remain outside the targets set back in 2018, we’re comfortable that the right level of support and accessibility is available to customers when and how they need it. Our ability to respond in a timely manner over the phone and out in the field has been a source of dissatisfaction recently. We continue to review and adjust our delivery teams to provide the highest levels of service we can under the circumstances. Significant progress has also been made in relation to our recycled water targets in growth areas. We’ve already achieved the forecast 13% increase in customers receiving recycled water this year. We were behind on this target last year, so overall we’re still just outside the initial target for 2021-22.
The remaining 14 metrics are all inside our targets for the year to date. We continue to focus and deliver on the commitments we made to our customers as we enter the final quarter of the financial year. Work is already underway with employees, our customer panel and other advocates to make sure our service levels continue to evolve and deliver even greater value in future through our 2023 Pricing Submission.
|Customer Outcome||Summary of target performance for 2021-22 - Q3||Met|
|Get the basics right, always||
Three of the four target measures have been met for the first quarter.
|Warn me, inform me||All four of the target measures have been met for the first quarter.|
|Fair and affordable for all||Both target measures are met for the first quarter.|
|Make my experience better||One measure on target, one outside but within acceptable tolerance and the third outside both target and tolerance.|
|Support my community, protect our environment||Two of four measures outside both target and the associated tolerance bands, while one remains on track and the fourth only reportable at year end.|
You told us you want safe and reliable services, now and always. At its essence, this means clean and high quality drinking water, and the safe disposal of wastewater.
Our performance for outcome one
Overall, we consider our Q3 performance for outcome 1 to be green as all four output measures are within, or exceeding, target.
You told us you want to be warned, and kept updated, about disruptions – both planned and emergency.
Our performance for outcome two
Overall we consider our performance for outcome 2 to be green as all four of the target measures have been met and continue to improve year on year.
You told us you expect our services to be delivered in a fair and affordable manner across our entire service region.
Our performance for outcome three
Overall we consider our performance for outcome 3 to be green as each KPIs is on track or within the annual target.
You told us you want a better experience with us, every time you talk to us, see us out and about or visit us online.
Our performance for outcome four
Overall, we consider our performance for outcome 4 to be amber with one measure on target, one outside but within acceptable tolerance and the third outside target due to a change in our management framework and reporting.
You told us you want us to support your community and protect our environment – delivering long-term water security in a way that honours the environment and ongoing liveability.
Our performance for outcome five
Overall we consider our performance for outcome 5 to be amber with two of four measures within target, one outside target but within the acceptable range and the fourth only reportable at year end.