APRIL - JULY 2021
STAGE 1 - Exploring values with staff, customers and stakeholders.
This stage searches for linkages between what GVW, stakeholders and people value, and experiences they want.
It aims to understand values and priorities, the customer agenda and validate current outcomes
METHODS USED
• Workshops
• Online customer survey
• 1-1 interviews
• Online focus groups
• Water cafes
OUTPUTS
• Engagement findings and report that identifies shared topics of interest to test in Stage 2.
STAGE 1 Outcomes
We began with conversations with our staff to understand what they think is important - after all, many of them are GVW customers as well! We’ve used their feedback to help inform early planning for the business as well as our pricing submission.
Between March and July, we engaged widely with our communities to understand people’s values and opinions about future services and pricing. Where we could, we met with people face-to-face depending on restrictions or lockdowns, as well as inviting people to take a survey online, either via a postcard we dropped at cafes and businesses in each town, a QR code on water bottles at cafes across our service area, or an SMS link. We received a fantastic response - so thank you to those who shared their thoughts.
• online survey for all customers – 500+ respondents
• postcards with shorter survey format handed out with glass bottles (with link to survey) to 46 cafes and eateries and 33 post offices/community houses (postcards only) across the service area, asking businesses to promote the survey and do it themselves
• online online focus groups held involving 56 customers of different types
• 1:1 stakeholder/customer interviews - 26 interviews with businesses and partners like developers and local councils
• community group visits, including the Tatura Fire Brigade, Rotary and some water cafes.
Who did we hear from?
At least one customer and community member from every town we deliver services to gave us feedback. The split between men and women was fairly even and Baby Boomers, Gen X and Gen Y were all well represented.
What did people say?
Customers told us 295 different stories about their interests, priorities and concerns. The stories were analysed for their connection to the Customer Outcomes that customers said were important when we developed the last pricing submission and are now in our current Price Plan:
1. Best Prices for customers
2. Focus on Water Quality and Supply
3. Modern and thoughtful Customer Service
4. Meaningful Environmental and Recreational Services
All the Outcomes were often mentioned by customers and community. Customer Service was the Outcome most commonly mentioned as being a strength of Goulburn Valley Water. People mentioned lots of positive experiences where staff went out of their way to help them and resolve issues.
Some customers were disappointed with their Water Quality and Supply, with people concerned about pressure and taste issues in their town. But other customers said they were happy with their supply and appreciated being kept informed when there were service interruptions.
Customers also mentioned specific projects being delivered under Outcomes, like the installation of hydration stations under Environmental and Recreational Services - most people wanted more stations in their town.
Looking ahead, there is a very strong expectation that we need to ensure water security over the coming decade - great feedback for our Urban Water Strategy 2022.
Customers said they wanted us to provide (more) support to customers who can’t pay their bills, respond quickly to queries and complaints, make recycled water more available, provide information on how to save water and establish wetlands and parks for recreational use.
Seven out of 10 customers who completed the online survey said they encouraged GVW to get involved in new initiatives that make a positive impact on the health and prosperity of the region. But they also want us to keep delivering our water and wastewater services to a high standard, wanting “good, clean, safe to drink water”.
Following the first stage of engagement, the feedback from customers, community and stakeholders was analysed alongside the information received from staff and Board priorities to identify shared ideas.
Customers, stakeholders, staff and Board all support GVW to:
• keep doing what we are doing and do it well or better
• actively contribute to the region in new ways.