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City West Water

Progress on our 2018-23 Pricing Submission

Every five years, we submit a Pricing Submission to the Essential Services Commission.

We have committed to ensuring that the fees customers pay us are contributing to services offerings and service levels that are valued. In consultation with our customers, we made 6 customer broad Outcome commitments in our 2018 Price Submission:

  • Outcome 1 – Services to my home and business are safe, reliable and efficiently managed
  • Outcome 2 – Customer service is accessible and my enquiries are resolved promptly
  • Outcome 3 – Billing and payment options are efficient and convenient
  • Outcome 4 – Customers in hardship are supported
  • Outcome 5 – The whole of the water cycle is managed in an environmentally sustainable way
  • Outcome 6 – City West Water is a valued partner in servicing a growing Melbourne

We track our progress against these Outcome commitments through a range of key performance measures. We asses our performance against target for each key performance measures to determine how we are tracking on balance for each of our Outcome commitments. Our 2018-19 financial year results and areas for improvement are set out as follows:

More detailed reporting is as follows:

Outcome 1: Services to my home and business are safe, reliable and efficiently managed

We are working hard to make sure we achieve key performance indicators for 2019-20. We met 11 of our 15 key performance indicators under this Outcome for 2018-19. A key standout for our performance in 2018-19 was our sewerage service performance measures that are all in-line with customer expectations and the commitments we made.

We are working to improve water supply performance measures over the coming year after dry soil conditions triggered a high number of repeated interruptions for a small number of customers in 2018-19. Those customers received payments under our Guaranteed Service Level Scheme. In 2018-19, we also received a higher than expected number of complaints with respect to water sourced from Greenvale Reservoir in late summer. We are working with our bulk supplier to minimise future impacts on our customers.

Our 2018-19 results for Outcome 1 are:


Indicator

Unit

Target

Actual

Drinking Water Quality – Customer satisfaction score on water quality via CWW Customer Satisfaction Surveys (score of 7 out of 10 or higher)

Percentage

91.0%

91.5%

Drinking Water Quality – Number of water quality complaints per 1000 customers

Count/ thousand customers

0.70

1.17

Number of Safe Drinking Water Act non-compliances (water sampling and audit)

Number

0

0

Water and recycled water service reliability – Unplanned water supply interruptions restored within 5 hours

Percentage

97.0%

97.8%

Water and recycled water service reliability – Average time taken (from notification) to restore unplanned water supply interruption

Minutes

120.0

113.3

Water and recycled water service reliability - Planned water supply interruptions restored within 5 hours

Percentage

99.0%

98.8%

Water and recycled water service reliability – Customers experiencing more than five (i.e. 6+) unplanned water service interruptions in a year

Count

0

9

Water and recycled water service reliability – Customers experiencing more than three (i.e. 4+) unplanned water service interruptions in a year

Count

126

206

Water and recycled water service reliability – Number of low supply pressure events

Count

0

0

Sewerage service reliability – Customers experiencing more than three (i.e. 4+) unplanned sewerage service interruptions in a year

Count

10

0

Sewerage service reliability – Interruptions to sewerage services restored within 5 hours

Percentage

98.0%

99.7%

Sewerage service reliability – Average time (from notification) to rectify blockage/spill (main and HCB)

Minutes

124

123

Sewerage service reliability – Sewer spills contained within 5 hours of notification

Percentage

100.0%

100.0%

Sewerage service reliability – Sewer spills within a house, that are a result of a failure in our pipes

Count

13

8

Sewerage service reliability – Sewer spills within a house, that are a result of a failure in our pipes, not contained within 1 hour of notification

Percentage

0

0

Outcome 2 – Customer service is accessible and my enquiries are resolved promptly

We met four of our seven key performance indicators for this outcome.

While we had a low rate of complaints in 2018-19, we aim to improve customer satisfaction with our response to complaints – particularly for non-residential customers. Customer satisfaction with our response to enquiries was within target ranges. While we maintained full compliance with our code requirement to respond to enquiries within 10 business days, we are aiming to increase correspondence we respond to within one business day.

In 2018-19, it took us longer than anticipated to implement process workflows and process automation required to achieve this target.

Our 2018-19 results for Outcome 2 are:


Indicator

Unit

Target

Actual

Calls resolved on first contact

Percentage

75.0%

97.2%

Customer correspondence (emails) responded to within one business day

Percentage

95.0%

79.3%

Customer correspondence (emails and mail) responded to within 10 business days

Percentage

100.0%

100.0%

Residential customer satisfaction with response to an enquiry via CWW survey (score of 7 out of 10 or higher)

Percentage

85.0%

84.0%

Non-residential customer satisfaction with response to an enquiry via CWW survey (score of 7 out of 10 or higher)

Percentage

85.0%

89.0%

Residential customer satisfaction with response to complaint via CWW survey (score of 7 out of 10 or higher)

Percentage

50.0%

36.0%

Non-residential customer satisfaction with response to a complaint via CWW survey (score of 7 out of 10 or higher)

Percentage

50.0%

67.0%

Complaints investigated by the Energy and Water Ombudsman of Victoria

Count/ thousand customers

0.10

0.05

Outcome 3 – Billing and payment options are efficient and convenient

We met both of our key performance indicators for this outcome.

For 2019-20 we will start reporting on a new indicator on customers registered with online accounts. We continue to progress our projects to provide online accounts to customers in the 2019-20 financial year.

Our 2018-19 results for Outcome 3 are:


Indicator

Unit

Target

Actual

Payment issue complaints

Count/ thousand customers

1.20

0.97

Estimated meter reads used for billing (of total reads)

Percentage

≤3%

2.1%

Customers with registered online accounts (of all accounts)

Percentage

0.00%

N/A

Outcome 4 – Customers in hardship are supported

We recognise the essential nature of the services and the importance of providing options and assistance to those of customers who our financially vulnerable or are in financial hardship. We have seen good results on these measures we use as indicators of our progress against this outcome commitment.

Our 2018-19 results for Outcome 4 are:


Indicator

Unit

Target

Actual

Anticipated customers on instalment plans at the end of reporting period

Count/ thousand customers

138

137

Anticipated residential customers receiving hardship grants

Count/ thousand customers

1.2

1.4

Customers taking up Water Assist to improve their water efficiency

Count

200

208

Prior to restriction being applied, CWW has undertaken reasonable endeavours to ensure customer is not in hardship

Percentage

100.0%

100.0%

Outcome 5 – The whole of the water cycle is managed in an environmentally sustainable way

We have a balanced work program that aims to manage the resources we control in sustainable manner.

This includes local measures such, stormwater harvesting and water education as well as central system interventions such as ordering water from the Victorian Desalination Project. We manage the wastewater system to avoid spills and to recycle effluent for productive uses in line with our customers’ expectations. We met all of our performance measure targets supporting this outcome area during 2018-19.

Our 2018-19 results for Outcome 5 are:


Indicator

Unit

Target

Actual

Future water resources – Water lost from the network (of total water supplied)

Percentage

9.3%

8.3%

Future water resources – Water storage levels remain (in November) as per the water outlook zones in our Urban Water Strategy

Percentage

≥40%

62.9%

Safe treatment & disposal of sewage – Emergency relief structures compliant with requirement to not spill in dry weather

Percentage

100.0%

100.0%

Safe treatment & disposal of sewage – Compliance with the Environmental Protection Authority's discharge licence requirements - Number of licence non-compliances

Count

0.0%

0.0%

Climate change – Net-zero emissions by 2030: Greenhouse gas reductions (from 12,401 tonnes CO2e)

Percentage

0.0%

NA

Liveability – Stormwater partnerships in place

Count

7.00

7.00

Outcome 6 – City West Water is a valued partner in servicing a growing Melbourne

In 2018-19, we saw high rates of urban development and construction activity across our service area. This resulted in higher than anticipated numbers of land development applications, plumbing applications and property connection applications. We met two of our five key performance indicators for this outcome. Overall, we believe we need to work harder to achieve this outcome in 2019-20.

Coupled with this increased urban development applications, it took us longer than anticipated to implement process workflows and automations required to achieve this new set of targets. We continue to work towards faster application turnaround times and anticipate that we will achieve 2019-20 targets.

Our 2018-19 results for Outcome 6 are:


Indicator

Unit

Target

Actual

Standard plumbing applications completed on time (within 10 business days, from 2020-21 five business days)

Percentage

≥95%

73.4%

Pressure and flow information applications processed on time (within 10 business days, from 2020-21 five business days)

Percentage

≥95%

98.6%

Asset information applications processed on time (within 10 business days, from 2020-21 two business days)

Percentage

≥95%

90.6%

Standard new customer contribution applications processed within 45 business days

Percentage

≥95%

79.9%

Standard 20mm new meter supply and assembly installed within 10 business days of CWW consent

Percentage

≥95%

95.9%

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