Case Studies
Technical Development Program
City West Water’s Technical Development Program is designed to develop skilled and knowledgeable employees for the water industry.
In 2004, City West Water identified a shortage of experienced engineers and technical staff in the water industry. So we developed the technical development program, which offers a range of training and development opportunities for technical staff.
The program rotates participants through seven technical areas at City West Water, with participants spending a year in each section. They also attend a series of 12 technical lectures on key subjects relevant to the water industry. It is also anticipated that competent technical staff will be invited to work in other water organisations, under an exchange program, to further expand their work experience and skills.
City West Water currently has 12 technical staff involved in this innovative program.
Sustainable Staff
As part of its business strategy, City West Water has implemented a program of events, activities and information to assist employees to balance environment, social and financial needs both at work and at home.
Sustainable Staff was formally launched in January 2006. It is an ongoing initiative that involves the whole business and aims to educate staff about the meaning of sustainability and encourage them to participate in sustainable practices.
Part of City West Water’s intranet site is dedicated to the initiative and contains information on how to be sustainable including news bulletins, health awareness, money matters and environmental hints. In addition, a range of sustainability awareness sessions occur throughout the year and have included presentations on indigenous culture in Victoria, an interactive sustainable gardening display and promotion of healthy lifestyles.
Employee Engagement Survey
City West Water listens to employees in order to achieve continuous improvement in business operations.
City West Water undertook a staff survey in December 2005 to measure employee engagement to identify areas of employee satisfaction and concern, and to involve employees and managers in improving our working environment and organisational performance.
Overall, 71% of staff participated in the survey, with 58% of employees satisfied with their job and working at City West Water.
Some of the issues identified included a lack of recognition, staff not “living” the values of the organisation, change management and inadequate performance feedback.
In particular, one of the key findings of the survey was the level of involvement of the Executive Management Committee in employees’ day-to-day operations. The Executive Management Committee has since committed to improving its internal communication, supporting improvements in equity and diversity, considering opportunities for recognition and encouraging cross-departmental interactions.
A comparison with other organisations shows that, overall, we perform better than average. City West Water placed above the median level for the majority of the core issues and in a significant number achieved best practice.
Due to the success of the Employee Engagement Survey, it will now be conducted annually, to allow us to compare performance and measure the success of any improvements.
Restructure - Revenue and Billings
City West Water undertook a review of the Billings and Revenue Department to achieve a greater level of customer service and to create a more efficient workplace.
Last year, we employed an independent consultant to analyse the effectiveness of the billings and revenue processes and to determine if any improvements could be made. These processes included: meter reading management, billing management, information statement management, revenue management, customer enquiry resolution and management and support processes.
Overall it was determined that a restructure of the department was necessary and the Customer Data Management team was created. Staff in the previous department were offered redeployment opportunities to the new department or voluntary departure packages.
As a result of this restructure, multi-skilling of staff has begun to ensure the new team become proficient in all processes managed by the department. A team development workshop was also held to discuss the development of the team and Gentrack (our accounts system) is being upgraded and incorporated into the new business unit.
Efficiency continues to be an important focus for our business.
Health Awareness Program
As part of our Occupational, Health and Safety Program, we believe that having healthy employees means having a healthy company.
We have introduced a Health Awareness Program that promotes and advises employees on health, nutrition and fitness related issues. The program includes health expos, seminars, physiological health audits, sporting activities, massage and sun-smart awareness sessions.
In some instances the physiological health audits have prompted employees to seek further medical advice and make lifestyle changes. The Health Awareness Program has the potential to not only benefit employees and their families but also City West Water. Healthier, happier staff members are more productive and have a higher morale.
