Business Customer Presentation
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Transcript of Business Customer Presentation
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AGENDATime Speaker
6:45am Arrival and Registration
7:00am – 7:05am Welcome & Introduction Bianca Sachdev. Manager Commercial Customer Management
7:05am – 7:30am MD’s Corner Pat McCafferty, MD, Yarra Valley Water
7:30am – 8:00am Networking breakfast
8:00am –8:30am Introduction to Commercial Services Division at Yarra Valley Water
Steve Lennox, General Manager Retail Services, Yarra Valley Water
8:30am – 8:55am Waste to Energy Project at Yarra Valley Water
Andrew Edney, Divisional Manager Commercial Services, Yarra Valley Water
8:55am - 9:00am Close & thank you Bianca Sachdev. Manager Commercial Customer Management
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STRATEGIC DRIVERS
• Evolving customer and community expectations
• Productivity and affordability
• Rapid technology change
• Population growth
• Environmental sustainability and climate adaptation
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PRICES 2015/16
• Small increases in water (desalination impacts) and sewerage and trade waste to increase by no more than inflation• July accounts contain all detail
• In 2016/17 further reductions expected from wholesale charges
• Long term pricing expected to be stable
THE ADVENT OF A MORE EQUAL RELATIONSHIP
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Nurturing Adult-Child• Generally limited to older customers• A more ‘old-fashioned’ relationship in which the service provider has the expertise and “knows best” – the
respected authority figure• The customer is happy to listen to and take guidance from the provider• Relatively low-maintenance relationship – however losing relevance, and when something does go wrong the
responsibility falls on the service provider
Controlling Adult-Child• In some cases the ‘adult’ service provider becomes a more controlling adult figure (parent, teacher) – with the
customer a rebellious and resentful child• This can happen when the service provider comes across as inflexible and arrogant; and for customers who have
a generally negative view of corporations. • In this case, the customer will see the provider as over-bearing, interfering, and out-of-touch – a difficult
position to recover from!
Adult-Adult
• A more mature relationship, in which each party acknowledges the views and knowledge of the other• Working together to solve the problem• In this case the customer may seek out support, but expects to do it on their own terms• Communication must be 2 way, and respect is key
That was then
This is now
No change from today
Dramatically different
TECH
NOLOGY
Human contact continues
(e.g. call centres)
All billing electronic and instantaneous Self
service portals
Real time water use
monitoring
Problems detected and resolved automatically
Live chat, Skype
Companies telepathically identify and meet customers’ needs
THE TECHNOLOGICAL SPECTRUM OF EXPECTATIONS
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These expected innovations are either met with:Hope about the efficiencies and ease this will create for customers.
Scepticism that it will be driven by cost cutting and result in reduced customer service.
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WE’VE LISTENED TO YOUR FEEDBACK
• Commercial customer satisfaction on average 10% lower than residential customers
• Net Promoter Score for commercial customer interactions with our Customer Contact Centre is significantly lower than that of residential customers
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IMPROVING OUR SERVICE OFFERING
• Organisational restructure 1 November 2014
• Creation of new Commercial Services division
• All commercial customer functions now under one umbrella
• Broader, integrated and focused resourcing
• Implementation of service improvements
• Further service improvements in the pipeline
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INTRODUCING YARRA VALLEY ONLINE WATER• View and print historical accounts
• Compile statements for Tax purposes
• Download transaction history
• Make Payment, establish direct debit arrangement
• Enter meter readings
• Future enhancements
• Electronic billing
• View real time water outages
ORGANIC WASTE TO ENERGY: A NEW SERVICE FOR COMMERCIAL CUSTOMERS
ANDREW EDNEYMANAGER COMMERCIAL SERVICES
WASTE MANAGEMENT IS A CORE INDUSTRY COMPETENCY
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1.26 0.110.930.15
0.7
1.1
11.1
Sales
Construction/DemolitionCommercial organicCommercial non organicMunicipal organicMunicipal non organicYVW Direct TreatmentSewage to Melb Water
Waste in million tonnes / per annum
LEVERAGING OUR CORE OPERATING COMPETENCIES
Anaerobic digestion is core business for the water industry.
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THERE ARE CHALLENGES TO OVERCOME…
1. Insufficient sewage sludge to make anaerobic digestion commercially viable
2. Renewable Energy feed in tariffs insufficient to support business case
3. Energy distributor “reticence”
4. Prohibitive Capital costs
5. Funding difficult to secure
Renewable energy opportunities investigated :
BUT THERE ARE BIG BENEFITS ON OFFER….
Reduce Operating Costs
Potential Revenue
Environmental Performance & Leadership
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SO WHAT ARE WE DOING?
Yarra Valley Water is building a Waste to Energy Facility with an anaerobic digester that can receive and process wet organic wastes such as:
Food processing waste Café and Restaurant waste Grease trap waste Liquid slurries
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FACILITY DETAILS
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Adjoining existing Sewage Treatment Plant
Processing capability - 100t/day of waste
Electricity Generation - up to 1MW
Infrastructure size and footprint similar to existing Sewage Treatment Facility
Best practice noise and odour assessment and control
WHERE WILL THE FACILITY BE LOCATED?
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Aurora Sewage Treatment Plant, Wollert Existing Sustainable Treatment facility:
producing recycled water for Epping – Craigieburn area
Close to CBD with Freeway access Close to organic waste sources Large noise and odour buffer to take
advantage of
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PROJECT STATUS• Partner Engaged
• Australian provider with experienced International Partner• 2nd Tier Waste Management Company
• Detailed Design Complete
• Stakeholder and Community Consultation successful
• EPA, City of Whittlesea and all other approvals obtained
• Construction to commence within weeks
• Facility fully operational by January 2017
• We are looking forward to assisting you with broader waste management solutions