Customer & Stakeholder Engagement

Transcription

1 Custmer and Stakehlder Engagement Custmer & Stakehlder Engagement 1. Backgrund Suth Gippsland Water is cmmitted t maintaining effective cnnectins with the custmers and key stakehlders as a primary cnsideratin in delivering water and wastewater services. Engagement prvides an pprtunity t understand ur custmers and stakehlder s key values and t assess their needs, expectatins and pririties. Suth Gippsland Water has recgnised that prperly designed and managed engagement leads t better utcmes and is vital in ensuring the business is pen and transparent in its dealings with stakehlders, custmers and cmmunities. The Crpratin has a statutry mandate under the Water Act 1989, its related instruments such as the Statement f Obligatins, and ecnmic, envirnmental and water quality legislative framewrks, t actively and effectively engage. A clear understanding f factrs such as stakehlder preferences, the external envirnment and changing plicy framewrk is required when develping strategies fr future service prvisin. This Custmer and Stakehlder Engagement Strategy aims t develp and nurture cllabrative relatinships with key stakehlders and t actively engage with custmers. The Strategy has been develped in line with IAP2 key principles and will prvide Suth Gippsland Water with a framewrk fr engagement in rder t better understand their requirements. 1 P a g e

2 Custmer and Stakehlder Engagement 2. Objectives Suth Gippsland Water aims t prvide high quality services and participate in partnerships t create a sustainable balance between the changing needs f custmers, cmmunity and envirnment. Bradly the bjectives f engagement are t: - Meet custmer and stakehlder expectatins and engage them in decisin making prcesses Deepen understanding f custmer and stakehlder needs and expectatins. Prvide infrmatin that clarifies service pririties and rganisatinal psitining. Allw a brad range f views t be expressed and cnsidered int decisins. Offrd pprtunities fr custmers t influence utcmes that directly affect their lives. Enable SGW, the cmmunity, custmers and stakehlders t wrk tgether t achieve balanced decisins. - Have transparency in the prvisin f high quality water/wastewater services - Encurage efficient use/allcatin f resurces - Cntribute t the ecnmic sustainability f the regin and its cmmunities - Meet regulatry and gvernment bligatins; Enhance accuntability by prviding a direct link between agencies and cmmunity. 3. Stakehlder Matrix Suth Gippsland is lcated arund 2 hurs drive frm Melburne, turism and agriculture are key industries within the regin. Suth Gippsland Water prvides water and wastewater services t 22,000 custmers in 21 twnships, ver a wide gegraphical area. The Crpratin als perates within a cmplex external envirnment with a number f key lcal partners. regulatry rganisatins at a state and federal level, gvernment agencies, industry and prfessinal assciatins and ther water crpratins all interact with Suth Gippsland Water. 2 P a g e

3 Custmer and Stakehlder Engagement Minister Other Water Reginal Develpment Victria Shire Cuncils Department f Envirnment Land, Water and Planning VicWater Reginal Develpment Australia Grups Business Suth Gippsland Water Residential Custmers Essential Services Assciatins Lcal Media Suth Gippsland Water Cmmercial Custmers Department f Treasure and Finance Prtectin Authrity West Gippsland Catchment Management Authrity Gippsland Strategic Water Alliance Gunaikurnai Land and Waters Abriginal Crpratin Bunurng Land Cuncil Abriginal Crpratin Majr Custmers - Burra Fds -Saput Department f Health Suthern Rural Water Suth Gippsland Water Staff Gippsland Envirnmental Grup 3 P a g e

4 Cmmunity and Stakehlder Engagement 4. Suth Gippsland Water and Custmer Outcmes Suth Gippsland Water 2023 Purpse and Visin and Custmer Outcmes underpin the Crpratins engagement prcess. Our Purpse: We prvide sustainable water services that are essential t the prsperity and wellbeing f ur cmmunities and natural envirnments Visin: Our custmers value the services and utstanding custmer experiences prudly delivered by ur capable and cmmitted teams In particular, the Cmmunity and Stakehlder Engagement Strategy aims t: raise Suth Gippsland Water s prfile and enhance its reputatin as a respnsible, respnsive, cst-effective rganisatin that prvides quality and value-fr-mney water and wastewater services. acrss all Crpratin stakehlder grups, fsters a greater understanding f rles, respnsibilities and cmmitments educates n water management and the efficient use f water. ensure that the Suth Gippsland Water identity and prfile remains strng reinfrce the Crpratin s psitin as a key cmmunity member that: is a leader in the sustainable use f water as a finite resurce engages with the brader cmmunity. develp and nurture cllabrative relatinships with key stakehlders t facilitate: efficient and effective business peratins the timely and cst effective prvisin f services. prvide advice t Gvernment and, where apprpriate, influence plicy fr the benefit f ur cmmunities and the wider water industry plicy framewrks. engage with the wider Suth Gippsland cmmunity t fster imprved cmmunity utcmes that are indirectly beneficial t ur custmers. emply apprpriate engagement channels, ensuring: a wide reach t the cmmunity that cmmunicatins t stakehlders are cnsistent. practively engage with custmers in rder t understand preferences and willingness t pay fr the range f services. Deliver and reprt n Custmer Outcmes detailed belw. 4 P a g e

5 Cmmunity and Stakehlder Engagement 5 P a g e

6 Cmmunity and Stakehlder Engagement 5. Engagement Principles It is imperative that Suth Gippsland Water maintains a cnsistent prfile with stakehlders and within the cmmunity in an pen and transparent way. Suth Gippsland Water s engagement prcesses and utcmes underpin decisin-making prcesses s that they reflect the interests and cncerns f ptentially affected peple and entities. The Crpratin engagement prgrams include key stakehlders, hwever detailed insights are ften gained n an individual basis. As such, a key utcme f engagement with these stakehlders is frming, mnitring and maintaining cnstructive relatinships, The Strategy has been develped within the IAP2 framewrk, utilising the cre values and levels f engagement utlined belw. Public Participatin: 1. Is based n the belief that thse wh are affected by a decisin have a right t be invlved in the decisin-making prcess. 2. Includes the prmise that the public's cntributin will influence the decisin. 3. Prmtes sustainable decisins by recgnising and cmmunicating the needs and interests f all participants, including decisin makers. 4. Seeks ut and facilitates the invlvement f thse ptentially affected by r interested in a decisin. 5. Seeks input frm participants in designing hw they participate. 6. Prvides participants with the infrmatin they need t participate in a meaningful way. 7. Cmmunicates t participants hw their input affected the decisin. 6 P a g e

7 Cmmunity and Stakehlder Engagement IAP2 Spectrum f Engagement Cnsult: Obtain feedback n analysis, alternatives and/r decisins Invlve: Wrk directly with the public thru-ut the prcess t ensure cncerns/aspiratins are understd and cnsidered Cllabrate: Partner with public, including them in develpment f alternatives and identifying perferred ptins/slutins Empwer: Place final decisin making in the hands f the public Infrm: Prvide balanced, bjective inf t help them understand the prblem INCREASING LEVEL OF PUBLIC IMPACT When interacting with custmers and stakehlders, a range f tls are utilised in accrdance with the level f public impact required. 6. Resurces Cmmunicatin and Engagement prcesses within the cmmunity are undertaken via the Cmmunicatin team. Current cmmunicatin staff amunt t 1 FTE cmprising: Cmmunicatin & Executive Liaisn 0.5 FTE Marketing and Cmmunity Relatins Crdinatr FTE Additinal Stakehlder Management is cmpleted via Suth Gippsland Water Management. 7. Measures f Perfrmance The main indicatrs f hw well the strategy perfrms include: successful implementatin f key prjects structured nging cmmunicatin with key stakehlders stakehlder/custmer input that helps t shape key planning dcuments the results f the annual custmer satisfactin survey identified trends in relatin t custmer cntact with the crpratin, including billing and service enquiries and cmplaints the quality and quantity f media cverage including scial media 7 P a g e