ACMA – CCF meeting Stella Avramopoulos Kildonan UnitingCare 27 November 2013.
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Transcript of ACMA – CCF meeting Stella Avramopoulos Kildonan UnitingCare 27 November 2013.
ACMA – CCF meeting
Stella AvramopoulosKildonan UnitingCare
27 November 2013
Action plan - Customer Support Steering Council, water industry
Industry Consistency
Customer Data
Solutions & Products
Communications
All water utilities should work together to develop a common industry standard for identifying and supporting customers in vulnerable and hardship situations
Develop systems to analyse known customer data and identify likely vulnerability and hardship
Ensure a wide range of solutions are available to meet the interests and needs of different customer segments
Raise awareness of what is available to help customers manage their water bill, who qualifies and how to access it
• 42% of households are vulnerable to financial hardship
• 35% of customers had not paid their water bill on time, every time in the past year
• 58% of customers don’t know what support is available
• 41% of customers would be too embarrassed to ask for help
• 48% would appreciate their water company reaching out to offer help
Pivotal to this study was a segmentation of the surveyed community to better understand the nature and extent of vulnerability and risk. This resulted in five distinct segments as shown in the adjacent chart.
Mature, secure 20%
Vulnerable families, handle with care 27%
Lower risk, smooth operators 10%
Medium risk, water watchers 15%
Hi-tech young Joneses 27%
Customer Segmentation
Understanding the nature of vulnerability, community sector
GOALS
1. Prevent abuse and neglect 2. Act earlier when children are vulnerable
3. Improve outcomes for children in statutory care
There are 647,000 Victorian families with children
130,000 to 195,000 families (20 – 30%) might become vulnerable
54,00 families (8%) known to be vulnerable
10,000 families per annum (1.5%) investigated to assess if children at risk of harm (parents unable to protect)
4,000 families per annum (<1%) where children need protective intervention
Victorian Service Sector Reform (Shergold)
- Achieving the best outcomes for clients
- A holistic approach- Partnership- Shared governance- Provider choice
Principles- Program flexibility- Citizen control- Public accountability- Early intervention- facilitation
Recommendation 16“Making better use of information and communications technology”
• Standardised data definitions• Common database and information and communications technology platform to support
integrated service delivery• Data shared openly and appropriately between government agencies and contracted
providers• Users enabled to build online communities of interest
Questions…• Where are there common threads across
sectors?• Where are there opportunities for
collaboration and joined up approaches?