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As part of our pricing submission to the Essential Services Commission we spoke with you, our customers, about what you would like from us and put together a plan for 2018-23. We promised we’d let you know how we’re delivering on that plan. This is an update on how we did.
Based on input from our customers, we set ambitious targets. Our targets and result for each of the five service outcomes that customers told us were the most valued and expected from us are summarised below.
Legend
The following colours apply to outcomes in our performance tables:
| Achieved | Partially achieved | Not achieved |
| Outcome | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 |
|---|---|---|---|---|---|
| 1. Customer value: Do your job well | |||||
| 2. Customer value: Be easy to deal with | |||||
| 3. Customer value: Be affordable and fair | |||||
| 4. Customer value: Prepare and protect | |||||
| 5. Customer value: Be involved | |||||
| Overall |
Comment
This is the second year we’ve had the opportunity to self-assess and share detailed, measurable results with our customers about how we’re tracking against the promises we made to them through our 2018 price submission.
We consider we’ve performed well overall, rating our performance as ‘green’. Essentially this means we’re largely on track to deliver what we promised across the five areas our customers said were most important to them.
When we spoke with our customers in 2017, they told us they wanted us to be more involved in our community. This has been a significant area of focus for us in the last twelve months and our performance has been very strong as a result.
We exceeded our community support targets with seventeen new drinking fountains installed around the region, seven water-focused community initiatives supported through our sponsorship program and broad community support received for our collaborative health and environmental campaigns.
We continued to find ways to make it easier for our customers to deal with us, delivering our new online services and redoubling our efforts to support customers experiencing financial hardship, resulting in a 46% increase in the amount of people we’ve been able to support with flexible payment options.
As always, there are opportunities for improvement. We assessed our performance against the theme of ‘Do our job well’ is ‘orange’, with rationale and context provided in the detailed results below. In summary terms, this result can be mainly attributed to complexity of the jobs involved and the impacts of a storm-induced precautionary boil water alert for Moe and surrounding townships.
Of course, what matters most is how our customers and community assess our performance against the promises we made to them. With this in mind, we are undertaking a program of customer and community engagement to share the results contained within this report, check whether our assessments ring true and gain further insights into how we can do better for the communities we serve.
Our results
| Output | Unit | 16-17 | 17-18 | 18-19 | 19-20 | 21-22 | 22-23 | ||
| a. Unplanned water supply interruptions restored within 5 hours | Percentage | Target | 98% | 98% | 98% | 98% | 98% | 98% | 98% |
| Actual | 98.8% | 98.62% | 98.3% | 97.16% | |||||
| b. Average time to rectify a sewer blockage | Minutes | Target | 95 | 95 | 95 | 95 | 95 | 95 | 95 |
| Actual | 72.7 | 75.47 | 73.82 | 73.84 | |||||
| c. Sewer spills contained within 5 hours | Percentage | Target | 98% | 98% | 98% | 98% | 98% | 98% | 98% |
| Actual | 100% | 100% | 100% | 100% | |||||
| d. Population receiving water meeting E.Coli standards | Percentage | Target | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Actual | 100% | 100% | 100% | 100% | |||||
| e. Number of sewer spills within a house not contained within 1 hour. | Number | Target | NA | NA | 0 | 0 | 0 | 0 | 0 |
| Actual | NA | NA | 0 | 0 | |||||
| f. Number of planned interruptions going over advised times. | Number | Target | NA | NA | 0 | 0 | 0 | 0 | 0 |
| Actual | NA | NA | 0 | 5 | |||||
| g. Number of Safe Drinking Water Act non-compliances (water sampling and audit) | Number | Target | NA | NA | 0 | 0 | 0 | 0 | 0 |
| Actual | NA | NA | 0 | 1 |
| Output | Unit | 16-17 | 17-18 | 18-19 | 19-20 | 20-21 | 21-22 | 22-23 | |
| a. Complaints investigated by the Energy and Water Ombudsman Victoria | Number per 1000 customers | Target | 0.08 | 0.03 | 0.03 | 0.03 | 0.03 | 0.03 | 0.03 |
| Actual | 0.06 | 0 | 0 | 0 | |||||
| b. Contacts are resolved at the first point of contact | Percentage | Target | NA | NA | 88% | 88% | 88% | 88% | 88% |
| Actual | NA | NA | 96% | 97% | |||||
| c. Affected customers receiving a minimum of 5 days notification prior to a planned interruption taking place | Percentage | Target | NA | NA | 100% | 100% | 100% | 100% | 100% |
| Actual | NA | NA | 100% | 100% | |||||
| d. Customers receive a response to correspondence within 5 days from receipt | Percentage | Target | NA | NA | 100% | 100% | 100% | 100% | 100% |
| Actual | NA | NA | 100% | 100% |
| Output | Unit | 16-17 | 17-18 | 18-19 | 19-20 | 20-21 | 21-22 | 22-23 | |
| a. Prices contained to CPI + 0.57% per annum until 30 June 2023 | Yes/No | Target | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Actual | Yes | Yes | Yes | Yes | |||||
| b. Customers in hardship program with water supply restricted for non-payment | Number | Target | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
| Actual | 0 | 0 | 0 | 0 | |||||
| c. Hardship customers paying through instalments | Percentage | Target | NA | NA | 55% | 55% | 55% | 55% | 55% |
| Actual | NA | NA | 59% | 60% | |||||
| d. Customers over 120 days paying through instalments | Percentage | Target | NA | NA | 23% | 23% | 23% | 23% | 23% |
| Actual | NA | NA | 28% | 25% |
| Output | Unit | 16-17 | 17-18 | 18-19 | 19-20 | 20-21 | 21-22 | 22-23 | |
| a. Total CO2 equivalent emissions | Tonnes (000's) | Target | 70.0 | 70.0 | 43.1 | 43.6 | 43.7 | 38.6 | 36.7 |
| Actual | 37.5 | 37.88 | 43.73 | 34.75 | |||||
| b. Biosolids reuse | Percentage | Target | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Actual | 100% | 100% | 100% | 100% | |||||
| c. Deliver all actions outlined in Gippsland Water's 2017 Urban Water Strategy | Yes/No | Target | NA | NA | On track | On track | On track | On track | Yes |
| Actual | NA | NA | On track | On track | |||||
| d. Supply reliability of 95% (Water restrictions no more prevalent than 1 in 20 years) | Percentage | Target | NA | NA | 95% | 95% | 95% | 95% | 95% |
| Actual | NA | NA | 95% | 95% | |||||
| 3. Penalties issued by the Environment Protection Authority or the Department of Health and Human Services | Number | Target | NA | NA | 0 | 0 | 0 | 0 | 0 |
| Actual | NA | NA | 0 | 0 |
| Output | Unit | 16-17 | 17-18 | 18-19 | 19-20 | 20-21 | 21-22 | 22-23 | |
| a. Operating and capital expenditure spent in Gippsland Water region - develop this measure by June 2020. (Targets can then be established for the subsequent years of the regulatory period.) | Yes/No | Target | NA | NA | On track | 60% | 53% | 57% | 60% |
| Actual | NA | NA | On track | 60% | |||||
| b. Funding provided for community benefit projects | $ value | Target | NA | NA | $30,000 | $30,000 | $30,000 | $30,000 | $30,000 |
| Actual | NA | NA | $49,200 | $92,055 |