service delivery mav planning improvement conference melbourne water 17/10/14
TRANSCRIPT
SERVICE DELIVERY
MAV Planning Improvement ConferenceMelbourne 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 BusinessEfficiency
ImprovedCustomer
Experience
Improving customer interactions
Delivering operational excellence for all
services
Optimising the value created through
services
Liveability
Environmental Stewardship
Asset Value Maximisation
Integrated Water Management
Aligning our operating model
PeopleHigh performing and
aligned
ProcessEfficient and effective
StructureCustomer focussed
SystemsEnabling
There are many activities underway to align our operating model with our business model
Alignment• Key strategies• Performance metrics
High Performing• Activity reviews• Capability review
Efficient• Business Efficiency
Projects• Expenditure process
reviewEffective• Business Enablement
Program (process model and systems alignment) • Commercial model &
Benefits realisation
Enabling• Develop business
driven systems architecture• System capability
review
Customer Focussed• Initial restructure
completed
What we used to do…
What we want to do…
Meeting obligations
Obligation
RiskCustomer
Customer
Shareholder
Commitments
Risk
Customer Expectations
Emerging approach - Changing the focus
Shareholder
Asset Value Maximisation
Environmental Stewardship
Liveability
Integrated Water Management
Valued New
Services
Optimised Core
ServicesCustomer
valued services
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 SystemProject 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