We have worked with customers to identify five key customer outcomes to ensure we deliver value as we provide our services and plan for the future.
They are:
- Fair and affordable charges
- Reliable, safe services
- Innovative approaches to addressing customer needs
- Care of the environment
- Sustainable contribution to the community and regional liveability
During the development Western Water's Price Submission for 2020-23, we reviewed our outcomes and their measures with customers. These continue to apply to customers with a property in the area previously serviced by Western Water.
Outcome 1 - Fair and affordable charges
| Key projects | Measures | Target |
| Implementing recommendations from Tariff Structure Review | Customer satisfaction that the price of water services represents value for money (average survey score out of 10) | ≥ 6.5 out of 10 |
| Customer support program | Customer hardship program participants who have cleared outstanding debt | ≥ 20% |
Outcome 2 - Reliable, safe services
| Key projects | Measures | Target |
| Delivering quality maintenance and field services | Average response time for Priority 1 water incidents (mins) | ≤ 30 |
| Average response time to attend sewer spills (mins) | ≤ 30 | |
| Customers experiencing more than 5 water supply interruptions | 0 | |
| Customers experiencing more than 3 sewer service interruptions | 0 | |
| Providing safe, quality drinking water | Water quality complaints (per 1000 customers) | ≤ 4 |
| Number of Safe Drinking Water Act non-compliances (water sampling and audit) | 0 |
Outcome 3 - Innovative approaches to addressing customer needs
| Key projects | Measures | Target |
| Increased use of technology solutions for customer service | Customer portal usage (% unique customers) | ≥ 10% |
| Customers on e-billing | ≥ 20% | |
| Customer mobile numbers registered for SMS communications | ≥ 75% | |
| Customer email accounts registered for communications and engagement | ≥ 50% |
Outcome 4 - Care of the environment
| Key projects | Measures | Target |
Reduced impact on the environment
| Reduction in greenhouse gas emissions (tonnes CO2e) | ≤ 35,638 |
| Number of sewer spills | 0 | |
| Positioning Western Water as a leader in environmental care | Customer satisfaction with the way Western Water cares for the environment (average survey score out of 10) | ≥ 7.8 |
Outcome 5 - Sustainable contribution to the community and regional liveability
| Key projects | Measures | Target |
| Water conservation program | Litres per person per day | ≤ 185 |
Integrated water management (IWM) solutions
| Development of Sunbury IWM plan | On track |
| Western Irrigation Network | Reuse of recycled water produced | ≥ 75% |
| Education Program | Percentage of preschools and primary schools receiving free Western Water educational presentation | ≥ 90% |
| Position Western Water as a value member of the community | Customers agree that Western Water is a valuable member of the community (per cent of survey respondents selecting 4 or 5 out of 5) | ≥ 70% |
| Western Water's Reconciliation Action Plan | Actions delivered on time as per plan | Delivered |