modernisation implementation lessons an operational viewpoint geoffrey enever head of customer...
TRANSCRIPT
Modernisation Implementation Lessons
An Operational Viewpoint
Geoffrey Enever Head of Customer Service
Goulburn Murray WaterDM#3662766
WHY?
• To share our experiences and learning's
• Provide an Operators view of change
• Provide an opportunity to learn
• Provide an offer to share knowledge and staff
14,000 customers in six irrigation areas (channel network & pumped supply)
Approx 12,000 customers access water from
• bores (groundwater) • direct from rivers and streams
(diverters)
Other customers • MDBA • Other rural and urban
corporations• Hydro, leases, recreation,
houseboats, licences
Goulburn-Murray Waterand our customers
• Intention is to have approximately 3,000km of public channel network
• Remaining customer to be connected via private infrastructure
• Reduced number of Publicly owned assets
Channel network
Perth
Sydney
Resizing of the Network
• Central Goulburn (CG) No 2 Channel • A TCC Trial
• CG 1-4 project • Future Flow
• Primarily Shepparton based• Some work in CG 1-4 and NVIRP early works program
•NVIRP•GMW Connections
The Projects
So the lessons – The “Trial”
• If we could start again!– Be clear in what we can deliver– Improved information to the customer– Concentrate on more training for staff
• Need to be transparent/open – Probable alterations to historical operating levels– This was new technology
• Need to be aware and deal with carefully!
CG 1 to 4 Channels• Had to overcome Negative Customer
feedback of CG2
• Small budget
• Was occurring as NVIRP arrived– Caused confusion for irrigators– Different rules for implementation
• Is currently being finalised
• Lesson – Customers do not care who is funding project! Want consistency.
Future Flow• Primarily in
Shepparton– Like for Like
replacement– Limited opportunity
for rationalisation– Suffered from
NVIRP presence and different rules/funding
NVIRP and GMW Connections
• An external group working on a live asset
• Different priorities. – A project to deliver V the ongoing operational
needs
• Communication needs to be of high level
• Customers confused!
• Now GMW Connections –no place to hide!
• More than modernisation – now reconfiguring the system
Some Considerations
• Greater education on meter operation and functions
• Don’t give option for Local Operate
• Need to be transparent/open in possible alterations to historical operating levels
• Make no promises on what outlet will deliver (On farm infrastructure can impact heavily)
Some Asset Concerns
• Potential for a single door to “Drown” and reduce measurement effectiveness
• Regulators designed to deliver flow of 125% of Capacity. Downstream structures may not handle this flow.
• Replacement of Multibay regulators with a single or two doors!– Will deliver the flow– Concern that velocity increases and causes disturbance of
silt (Impacts the fruit grower filter)– Note this is a current concern and still being investigated
Staff Issues & Consultation
• Record, Record, Record – conversations, discussions agreements
• Train, Train, Train!
• Teach & Share!
• Be up front!
Some other items
• Staff ability to adapt to: – New technology– Larger geographical area of responsibility
• Reduced staff numbers!
• Operating “Hybrid” system
• Continuing to train staff in operating a “Manual” system
• Reduced contact with customers
The Good!!
• System maintains a constant supply level. • Outlets started and stopped as per irrigation order.• Improved quality of life for customer.• Assists with indentifying large water loss and theft. • Improved Health and Wellbeing for staff &
Customers.• Reduction in outfalls. (Not good for drainage customers!!)
• Faults identified and solution provided quickly– Many times before customer knows
• Reduced number of field staff.
From Manual to Automation
