SERVICE DELIVERY MAV Planning Improvement Conference Melbourne Water

SERVICE DELIVERY MAV Planning Improvement Conference Melbourne Water 17/10/14

Our Vision Enhancing Life and Liveability

Port Phillip and Westernport Region

What are we hearing? we are. . we need to be

Our new Business Model Improved Business Efficiency Delivering operational excellence for all services Improved Customer Experience Improving customer interactions Optimising the value created through services Liveability Integrated Water Management Environmental Stewardship Asset Value Maximisation

Aligning our operating model There are many activities underway to align our operating model with our business model Customer Focussed • Initial restructure completed Structure Customer focussed Enabling • Develop business driven systems architecture • System capability review People High performing and aligned Systems Process Enabling Efficient and effective Alignment • Key strategies • Performance metrics High Performing • Activity reviews • Capability review Efficient • Business Efficiency Projects • Expenditure process review Effective • Business Enablement Program (process model and systems alignment) • Commercial model & Benefits realisation

Emerging approach - Changing the focus What we used to do… Meeting obligations Shareholder Risk Obliga tion Customer What we want to do… Optimised Core Services Customer valued services Shareholder Commitments Liveability Risk Valued New Services Integrated Water Management Asset Value Maximisation Environmental Stewardship Customer Expectations Our service promise

A new Floodplain Strategy for Port Phillip and Westernport ? Defining the future together?

Consultation in September

Customer Mapping

Changing our Customer Service Level As is Processes Customer Service Model ‘To-be’ Processes

Development System Project Overview In response to feedback from Councils and other customers, we are undertaking the following; • A review of our systems to improve our ability to manage and respond to statutory referrals, development enquiries and works applications. • To enhance/replace our internal databases so as to improve our ability to administer the planning, construction and funding of drainage assets and water quality works. • To improve the online service offering for customers, offering more timely responses, simplified interactions and transparency of services.

Challenges with our transformation • Being clear on why • Understand our true cost of servicing • Balance between maintaining service while transforming • Must be across, people, process and systems • Helping people to maintain ownership of change • Maintain our focus and momentum

key insight No matter how Melbourne Water approaches its operational changes, the principle measure of suitability should be “how aligned is it to deliver customer value”

What will be different… We hope that the changes that you will see over time are: • Services that are tailored to meet your business drivers • Dedicated Melbourne Water resources responsible for ensuring that we deliver • New services