Case Studies
City West Water has redeveloped our website to improve usability and provide greater access for our stakeholders.
Over the past year, City West Water’s website has undergone significant changes including implementation of a new content management system, redesign of its look and feel and redevelopment of the existing online services.
The new website aims to provide:
- improved usability for our customers
- improved efficiency for staff including self-sufficiency for updating content, in-built workflows and auditing (meaning less paper!)
- improved appearance that better reflects City West Water’s branding guidelines
- ability to monitor web traffic (i.e. number of people coming to our website, how long people stay and how frequently they visit)
Over the coming year, we will be developing an internet strategy that will determine what further website developments are required, with particular emphasis on improving services for our business customers.
City West Water supports the Good Shepherd Educational Funds program to help give young people access to resources and education for a better future.
In January 2006, City West Water donated $5,000 towards the program to assist 40 secondary and 20 primary school students with text books, school fees and other incidental expenses.
This donation helped give local children, from financially disadvantaged families, the same opportunities as their classmates. In some cases this meant students could attend their first camp or participate in excursions.
Good Shepherd is a partner of City West Water in our community and we continue to support their important work.
Pictured: Good Shepherd Operations Manager Tony Littman with the text books.
City West Water employees share in the Christmas spirit by donating part of their corporate Christmas present to Abercare Family Services.
Each year, City West Water thanks its employees by presenting them with a Christmas gift. This year, it was decided to donate part of the Christmas gift budget to Abercare Family Services.
Abercare Family Services has a number of programs and activities aimed at stimulating and engaging disabled children and adults. Unfortunately these programs were suspended during 2005 because their transportation, an old bus, became inoperative. Abercare used our donation to contribute to the purchase of a specialised bus so these important activities could continue.
City West Water works with the Energy and Water Ombudsman of Victoria to resolve customer enquiries and complaints in a timely and responsible way.
In November last year we were contacted by a social worker on behalf of one of our customers. Due to an extended stay in hospital the customer had returned home and found letters from City West Water requesting payment for outstanding accounts. As there had been no response to our correspondence, normal credit procedures had commenced.
Due to privacy legislation we were unable to discuss the customer’s issues with the social worker as we had received no authority from the customer for this to occur. As a result, the social worker contacted EWOV who raised the issue with City West Water on behalf of the customer.
We investigated the issues surrounding this case and were able to assist the customer by reducing the outstanding amount under our Hardship Policy. We were also able to back-date pension rebates to further reduce the outstanding accounts. The customer was satisfied with our response to EWOV and has continued to make payments as per the arrangement.
Source: EWOV Case w/2005/1191
