AustraliaAustralian water utilities have recently taken larger measures to include social research and engagement into their decision making process.

For example, from 2013-2015, South Australia Water implemented an engagement program that resulted in eleven key customer insights. These then informed their strategic investment decisions as well as improvements to their services.

SA Water Customer Engagement (2015)

A PowerPoint presentation that quickly summarises the Customer Engagement Program used by SA Water. With key insights and links to KPI’s and asset management highlighted. See also SA Water Customer Engagement Program, Your Say for more details and explanations.

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SA Water Customer Engagement Program Stage 1 Report

Between November 2013 and April 2015, SA Water engaged with residents, businesses and industry groups across our customer base to inform our business strategy and next Regulatory Business Proposal for the period commencing 1 July 2016.

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SA Water Customer Engagement Stage 3 Report

Reports on the findings from activities obtaining ‘Customer Insight’ namely the customers’ preferred channels of communication, service standards, service insights and deliverability, water quality and more.

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Strategic Plan 2013-2017 Part 2 - Your Place, Your Say, Your Future

In developing the current Strategic Plan a number of community consultations took place that reaffirmed Council’s knowledge of community wants and needs. This plan highlights the key topics.

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Yarra Valley Future Water Plan 2013/14 to 2017/18

This document sets out Yarra Valley Water's proposed services, investments and prices for the period July 2013 to June 2018 for review by the Essential Services Commission (ESC), the independent water industry regulator.

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