How we're tracking
2021-22 Quarter 1 update
Following a difficult start to the year with regard to ongoing COVID 19 impacts on customers, our performance has remained strong although is currently rated as an overall Amber. This is predominately due to our inability in COVID times to meet our recycled water installation targets but is also impacted during quarterly assessments by the inability to rate a few annual KPIs.
We have seen our Customer Satisfaction rating drop slightly below target for the first time however it remains strong. Further to this is the fact that we adjusted the calculation back in 2019-20 to stop counting scores of 6 as positive, to instead only include those of seven to ten, while leaving the targets as they were initially set. The first bill for the new financial year often sees customers contact our call centres to understand the annual Parks charge and it is expected that these metrics may also be impacted by the coronavirus pandemic.
Overall our asset and associated management of the network continues to perform strongly with seven of the eight metrics meeting target and only one outside but within the tolerance band. Given the colder, wetter climate throughout the first quarter this is an encouraging result that the preventative maintenance programs are helping to keep the impact to customers from network interruptions to a minimum heading into our fourth year of the period.
We have also evolved the measure gauging our ability to inform customers of network interruptions to include all customers impacted by an incident. In the past this has only included customers whose contact details we had on hand however has been extended to continue to drive the business forward in early warnings and notifications of outages to reduce the impost to customers. While not all interruptions can be avoided through preventative maintenance, our customers have told us that the earlier they can be alerted to an incident and the more ongoing and timely information we can provide, the less they are directly impacted.
|Customer Outcome||Summary of target performance for 2021-22 - Q1||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 Q1 performance for outcome 1 to be green as three of the four target measures have been met with the remaining one within the tolerance level.
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 both of reportable KPIs for the first quarter are green.
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 both target and tolerance.
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 red with 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.