Our Plan 2020-2024 Proposal Summary - SA Water
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Our Plan 2020-2024 Proposal Summary
Our Plan 2020-2040 Proposal Summary 1
SA's leading water and sewerage services
We are South Australia’s leading We have reduced bills for the
provider of water and sewerage average metropolitan residential
services for more than 1.7 million customer by 3.4 per cent in
people. For more than 160 years 2013-14 and by 6.7 per cent
we have been working together in 2016-17.
with South Australians to ensure
As one of the most efficient
a reliable supply of safe, clean
water utilities in Australia, we are
water and a dependable
continually improving the way
sewerage system.
we work and deliver services for
Our state-wide network is large and our customers.
supplies more than 220 billion litres
Through smart, long-term
of water every year.
investments and an ongoing
In working to achieve our vision commitment to doing things
of world class water services for a better, we will continue to deliver
better life, we aim to keep prices the services our customers want
as low and stable as possible and provide value for money.
through smart investments, new
technologies and a commitment
to efficiency.
Our Plan 2020-2040 Proposal Summary 2 The ins and outs of our network Every day we’re providing essential services to people across South Australia. We deliver safe, clean water and dependable sewerage services via our largely hidden pipes deep underground across our suburbs and towns. This is how we keep water on the move so that South Australia receives world class water services.
Our Plan 2020-2040 Proposal Summary 3
Understanding our customers and what they told us
During 2017 and 2018 we worked offer at a low and sustainable There are six areas of importance
closely with our customers to price. Through our business for our customers:
understand what they value planning process, we worked to 1. low and stable prices
and expect from the services we find and remove any duplicated
2. safe, clean drinking water
provide. Through focus groups, or wasted effort.
community drop-in sessions, 3. minimal interruptions
In addition, we have committed
online surveys, an exhibition 4. support, fairness and great
to saving a further 0.5 per cent
stand at the Royal Adelaide Show customer service
in operating costs and 4 per cent
and our Water Talks website, we
in capital delivery costs during 5. protecting the environment
received feedback from more
the 2020-24 regulatory period.
than 6,000 customers. 6. supporting the South
This will ensure we remain at the
Australian community and
This comprehensive engagement forefront as technologies develop economy.
program ensures service changes and our industry becomes
we make meet our customers’ increasingly efficient. These are the themes on which
expectations. Only those changes we have built our
From our extensive engagement
our customers were willing to pay activities, we know the most 2018-28 business plan.
for have been included in our important issue is keeping bills
10-year business plan for low and stable.
2018-28. This was tested through
our online survey What matters
to you? which received more than
5,000 responses.
Our business strategy focuses
on getting the basics right every
time, working together with
our customers to improve their
experience with us, leading the
way with new and innovative
ways of working, and keeping it
simple so customers find it easy
to do business with us. We aim
to be smarter in how we work so
we can improve the services we
Our Plan 2020-2040 Proposal Summary 4
Understanding our customers and what they told us
EXPLORE
TEST
PLAN FEEDBACK
PHASE ONE APPROVAL
PHASE TWO DELIVER
7 workshops PHASE THREE
168 participants PHASE FOUR
10,900 visits to Water Talks website Themes from customer feedback PHASE FIVE
Multicultural community
5,000+ responses to the What matters February - October 2019 PHASE SIX
drop-in session and recommendations from the
We seek feedback from October 2019 - June 2020
to you? survey Customer Working Group inform July 2020 - June 2024
6 themes: customers and stakeholders ESCOSA reviews and approves
11 roadshow sessions across business planning and We deliver on our
while negotiating the draft Our Plan 2020-2024 in
1. Low and stable prices development of our 10 year commitments
the state proposal with the Customer consultation with customers
2. Safe, clean drinking water business plan through to 2028.
22 customers formed the Negotiation Committee. and stakeholders.
3. Minimal interruptions
4. Support, fairness and great Customer Working Group
customer service We then revise Our Plan
2 focus groups
5. Protecting the environment 2020-2024 and seek final
4 in-depth interviews with business and
6. Supporting the South feedback before submitting
non-residential customers to ESCOSA.
Australian community and
economy 600 customers engaged at Royal
Adelaide Show and regional
field days
482 quick poll responses on Water
Talks website
Aboriginal engagement session
Our Plan 2020-2040 Proposal Summary 5
What we propose
to deliver
In the regulatory period
2020-24, we propose to continue
our focus on what is most
important to our customers, as
well as meeting our legal and
regulatory responsibilities. We will
do this in the most efficient and
innovative ways we can in order
to ensure prices for our customers
stay low and stable, now and into
the future.
Our Plan 2020-2040 Proposal Summary 6
Safe, clean drinking water
In addition to complying with • Improve the aesthetics
the Safe Drinking Water Act 2011 of water in regional
and Australian Drinking Water communities. This is part of a
Guidelines, and managing our larger investment over
water resources responsibly to 12 years to upgrade supplies
ensure supply into the future, we that are not pleasant to
propose to: drink. In some areas of the
state, the water meets all
• Upgrade the water supply
health standards but may
systems in regional South
taste too salty, or may have
Australia to drinking water
levels of magnesium or
quality for 650 homes
calcium which affects the
currently receiving a non-
way the water can be used
drinking water supply.
in homes or businesses.
• Improve the taste of the We want to fix this for
water in metropolitan our customers.
Adelaide, reducing the
chlorine and musty
tastes detectable from
various sources.
Our Plan 2020-2040 Proposal Summary 7
Minimal interruptions
With a strong focus on keeping our water and sewerage
temporary service interruptions network to better predict
to our water and sewerage when issues may arise so
networks to a minimum, we have we can proactively manage
implemented new technologies and repair them while our
and increased the number of customers sleep.
water mains we renew each year.
• Invest in pressure
During the 2020-24 regulatory
management to reduce the
period we propose to:
rate of main breaks in five
• Invest in water mains areas of the state where
replacements across the this approach will have
state, using sophisticated a significant impact for
technology that prioritises our customers.
which mains are renewed
• Increase our rate of sewer
first to reduce the number of
cleaning to decrease the
breaks that occur.
number of sewer service
• Install more isolation valves interruptions, overflows
in our water network so we to the environment and
can reduce the number of in customers’ homes
customers affected when we and properties.
have to work on the network
for planned maintenance or
to repair a leak or break.
• Continue to invest in Smart
Networks, installing sensors
and detectors across
Our Plan 2020-2040 Proposal Summary 8
Great customer service
Having spent the time getting first time they call.
to know our customers and
• Invest in technology so we
understanding what they want
can keep our customers
and need from us, we are
informed as we respond to
committed to having an Adelaide-
issues and network faults
based Customer Care Centre
near their homes and
providing a local service when our
businesses, and better help
customers and community call us.
them when they call.
Our Community Support Team
provides on the ground assistance
to metropolitan customers who
experience a water or sewer
network fault. In addition, we
propose to:
• Implement support for
regional customers when they
experience a network fault.
• Improve how our Customer
Care Centre resolves issues
or queries for our customers
with the aim to do this the
Our Plan 2020-2040 Proposal Summary 9
Support and fairness
Our frontline teams are trained With a comprehensive and
and equipped to help and responsive program already in
care for our customers. With place, when we asked customers
an industry-leading Customer if they would be willing to pay for
Assist Program, we have a strong additional support for customers
focus on working together with having difficulty paying their bill,
customers who need some they told us what we are doing
extra help managing their meets their expectations and is
account payments. leading the way. We will continue
this level of support for 2020-24,
This program aligns with the
offering help where it is needed
United Nations Sustainable
to get our most vulnerable
Development Goals and is part
customers back on track.
of our commitment to achieving
these goals.Our Plan 2020-2040 Proposal Summary 10
Protecting the environment
Our customers care about the
environment and so do we.
Sustainable environmental
outcomes are a priority for us
and we work together with the
Environment Protection Authority
to minimise the environmental
impact of our operations. We
remain committed to meeting our
environmental responsibilities in
2020-24 and beyond.
In addition to the Northern
Adelaide Irrigation Scheme, we
propose to invest in the next
regulatory period to increase the
amount of water we recycle from
about 30 per cent per year to
50 per cent, subject to weather
and demand which both affect
the percentage of water available
for recycling and also required by
our recycled water customers.Our Plan 2020-2040 Proposal Summary 11 Supporting South Australia As part of our recycled water We remain committed to growing strategy we will be looking for and retaining the skills we have in opportunities to support economic South Australia through being an growth in South Australia employer of choice and ensuring through the targeted provision the majority of our contracted of fit-for-purpose services at services are awarded to South prices that enable and sustain Australian companies. commercial growth. There are already a number of recycled water schemes in place providing an economic benefit to agricultural and irrigation- dependent industries. A focus on strengthening our relationships with industry will ensure we work together on new technologies and trials to keep South Australia ahead of the curve.
Our Plan 2020-2040 Proposal Summary 12
Measuring what we deliver
Having listened to our customers
and used their feedback to form Safe, clean Percentage of water quality complaints 96% Great Customer satisfaction with recent 93%
our business plan, we will hold drinking responded to within the required customer service experience
ourselves to account and measure
water timeframes service and
what we deliver.
support Percentage of fault calls answered 85%
Minimal Total internal sewer overflows per yearOur Plan 2020-2040 Proposal Summary 13
Next steps
Our proposal for 2020-24 will be Through to June this year, the The negotiation process enables • registering at Water Talks • engaging with customer
developed based on what our committee will analyse and test us to address any concerns (watertalks.sawater.com.au) groups, including Aboriginal
customers told us was important our proposals, and provide a or issues the committee may and multicultural groups.
• attending an SA Water event,
and what they want from us. robust customer perspective. have before we submit our such as regional field days.
Customers have also told us what Members of the committee will final proposal to ESCOSA in Public comments on our proposal
they are willing to pay for and this have access to our information October 2019. will also be invited when ESCOSA
We will also be:
guides our business planning now and be supported by ESCOSA, publishes the proposal on their
• working with our Customer website and open it for further
and into the future. regulators, social advocacy Before we submit our final
Working Group public consultation.
groups and experts to evaluate proposal to ESCOSA in October
We will now negotiate our
our proposal. 2019, we invite you to engage with • informing our Customer ESCOSA will make a draft
proposal with the Customer Advisory Group members
us on our draft proposal between decision in February 2020, taking
Negotiation Committee, a group Following its analysis, the about these opportunities to
now and June. You can do this by: into consideration all responses
of customer representatives Customer Negotiation Committee engage with us
appointed by ESCOSA. will provide ESCOSA with a • responding to an online provided during the public
recommendation to support all, survey consultation. There will be a
any or parts of our proposal. final opportunity for comments
from us, our customers and our
stakeholders before ESCOSA’s
final determination is published in
Review Our Plan June 2020.
Understanding what Develop our strategy Test our customers' Develop our business 2020-2024 proposal
our customers value (complete) priorities (complete) plan (complete) with the Customer We will then set prices in line with
(complete) Negotiation Committee
the determination.
(February - June 2019)
From July 2020 we will begin to
deliver on our commitments and
we will keep you up to date on
our progress.
Our ongoing customer
engagement and research will
continue to inform our operations
ESCOSA reviews Our ESCOSA publicly ESCOSA considers and planning as we look further
Finalise Our Plan New service levels
Plan and makes a consults on its Draft customer feedback
(July - October 2019) and develops its
and prices apply to the future and refine our
Draft Determination Determination (1 July 2020)
(November 2019 - (February 2020) Final Determination 2020-28 business plan.
Janruary 2020) (March - May 2020)Corporate Business Plan to 2028 15
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