3B) 24/7 digital access and online self-service - through implementation of residential and business online portals

About this project

We have recently upgraded our website to provide a more modern, functional site that’s easy for customers to use. However, prior to our Price Submission process, the website did not have the online portal functionality of some of the metropolitan water corporations. In previous years, customers have told us they want to be able to access self-serve options at any time to pay bills online, check their account balances and billing history and update their details, and we committed to introducing this for our customers under our 2018-23 Price Plan.
An online customer portal - which is now live - brings us in line with current digital practices and allows customers to self-manage their account whenever they want from wherever they are.

Actions to date

The portal has been live on our website for a year and we’ve seen increasing registrations in the past 12 months. As well as viewing and paying accounts, checking account history and requesting payment extensions, customers now also can easily switch to e-billing, set up direct debit arrangements and update their personal details. We’ve also added in additional backend administration functionality improve customer support when experiencing issues.
In the next two months, commercial access to the online portal will be live, with plumbers, builders and developers able to access drainage plans, building plan approvals, flow and pressure enquiries and meter installations.

What's next?

We’ll continue to build further functionality into the customer portal, based on customer requirements.
Key functionality to be developed in the next year includes enhancements to allow access for:
• intelligent metering - customers in the four towns in the project will have increased access to data, for example: the ability to access data from hourly meter reads from the previous day
• ease of use improvements for linking accounts
• developing user feedback mechanisms on new features.

Our accountability for this project

GVW sees significant value and effective savings through having an effective customer portal.
Where customers are able to directly manage their accounts, GVW should benefit from cost-effective gains in these administrative functions.

For this information in PDF form, click here to download the factsheet (PDF: 335.9KB)