Metrowater Annual Report 2009 Recognition and Awards Staff Profiles-1

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Recognition and Awards

Metrowater is proud of the recognition receivedthroughout the year. The suite of achievements,listed below, provide acknowledgement to theCompanys involvement in improving businessoperations for the benet of the wider community.

JRA Best Places to Work (October 2008)Named the most improved workplace (medium/largecategory) in the nationwide Best Places to Work survey.

IPENZ accreditation (Institution ofProfessional Engineers New Zealand)IPENZ 5 year Professional DevelopmentPartner accreditation.

IPENZ Arthur Mead Environmental Award (March 2009)For the Roy Clements Treeway Boardwalk a joint projectmanaged by Morphum Environmental for Metrowater,Watercare Services Ltd and Auckland City Council.

NZ Planning Institute Best Practice Award (May 2009)Awarded for excellence in community engagement.Presented to Clear Harbour Alliance a partnershipbetween Metrowater, Opus International Consultants Ltd,GHD consultants and Downer EDI Works, in recognitionof the Motions South Sewer Separation Project. TheNZPI Awards committee was impressed by the level ofdetail and commitment and commended the project asan excellent example of community engagement, whichwill result in region wide environmental benets, andprovide a model for the delivery of future projects.

SafeGuard AwardsWon the OFFICEMAX Best Initiative toImprove Employee Wellness.

Accident Compensation CorporationTertiary accreditation to the WorkplaceSafety Management Programme.

Hynds Best Technical Presentation Award (June 2009)Presented at the INGENIUM Conference for thepresentation Bigger, Better, Faster, More! HowClear Harbour Alliance team culture is driving highperformance results presented by Tania Darbyand Justin Connolly, Clear Harbour Alliance.

Hynds Best Technical Paper Award (June 2008)Presented at the INGENIUM Conference for the paperBetter Customer Care Through Alliancing written byJustin Connolly and Tania Darby, Clear Harbour Alliance.

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Iain leads the Network Services team in the day today operations and maintenance of Metrowaterswater and wastewater networks. This includesactivities such as water quality monitoring andcompliance, backow management, networkcontrol, maintenance and incident management.

Iain is a Chartered Professional Engineer with 25years experience. He joined Metrowater fromAnglian Water (a UK based water company) after12 years, which included a 5 year period in theUK as an Operations Manager and over 7 yearsbased in Wellington setting up and managing theClearwater Wellington Wastewater Operations,a $150M design, build and operate contract.

During his time at Metrowater, Iain has beeninstrumental in the development and implementationof the current network service arrangementswhich has brought about signicant improvements

in the way Metrowater delivers its water andwastewater services. Iain has championed andbeen actively involved with the introductionof quality management into operations.

Jake Balle has managed the Unaccounted forWater programme since it received a re-invigoratedstrategic focus two years ago. Following intensiveanalysis into a range of techniques and technologicalinnovations, Jake was able to implement aprogramme that has delivered signicant results.This multi-faceted programme touches on almostevery part of the organisation, from billing andoperations to asset planning and modelling.

In November 2008, Jake was promoted to hiscurrent position, where he is responsible forensuring that Metrowater understands the variousneeds and behaviours of its customers, so that thecompany can target specic groups for improvedservice and ef ciencies. One such group is HousingNew Zealand (HNZ). Jake has been instrumentalin helping HNZ place a focus on developing aleakage programme. Early indications from thisjoint project are that HNZ may save up to $1

million spend, simply through water efciency.

Jake has a background in Financial Managementgained in an array of creative industries from UKMusic Video and Commercial lm productionto Electronic Game publishing. Most of Jakesexperience has revolved around delivering improvedperformance through a thorough understanding of thefundamentals and a collaborative no-nonsense style.

Iain PeffersBE (Civil) MIPENZ CPEng IntPE

Network Manager

Jake BalleBMS (Marketing & Int. Mgmt)

Customer Segmentation Strategist

Staff Proles

TIME AT METROWATER: 4 YEARS TIME AT METROWATER: 2 YEARS

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Mathew rst joined Metrowater as the TeamLeader for the combined Billing and Faults ContactCentre. His dedication and commitment to ensuringcustomers receive a consistent high level of serviceled to his involvement in establishing a separateContact Centre and Network Service Centre, thelatter now being based onsite at the Utility Servicesbuilding to ensure rapid response to network servicerequests. In early 2007, Mathew accepted therole of Customer Care Team Manager, responsiblefor managing Metrowaters correspondence, keyaccounts, wastewater auditors, internal legalsupport and process improvement. At the endof last year, Mathew was promoted again to hiscurrent role of Customer Support Manager.

Prior to working for Metrowater, Mathew spent3 years in the UK, working as a manager in the salescall centre for The Carphone Warehouse, the largestmobile phone company in Europe. He is currently

studying towards a Postgraduate Diploma in BusinessAdministration with the support of Metrowater.

Jon is Metrowaters Corporate Social ResponsibilityManager, a new role established in January. Hisresponsibilities involve improving the companysengagement with its customers and managinginitiatives that promote social responsibility.Jon also leads the Customer Operationsfunction; ensuring customers receive timely andaccurate responses to their inquiries from ourContact Centre and Customer Care teams.

Jon started at Metrowater in the role of CustomerServices Manager before moving up to CustomerOperations Manager in December 2006, to overseeall customer-facing teams. In November 2008,Jon was asked establish and lead a new sectiondedicated to Corporate Social Responsibility.

Before moving to New Zealand in 2005, Jon spentseven years in Europe and the United States withtelecommunications multinational Equant (formerly

Global One), managing customer and technicalservice operations. Prior to that, he worked intransport and logistics, managing crew and passengertransport contracts at Londons Stansted airport.

A graduate of Metrowaters leadership developmentprogramme, Jon is passionate about driving bestpractice in customer engagement and socialresponsibility. He has been instrumental in deliveringperformance improvements in customer serviceand satisfaction, and is currently implementing ascheme to address the issue of nancial hardshipand its effect on a customers capacity to pay.

Mathew Telfer

Customer Support Manager

Jon Dunning

Corporate Social Responsibility Manager

Staff Proles

TIME AT METROWATER: 4 YEARS TIME AT METROWATER: 3 YEARS

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After graduating from the University of Aucklandwith an Engineering degree, Chamalie took a positionof graduate engineer within Metrowaters assetmodelling team. She is responsible for maintaininghydraulic models of wastewater, stormwater andwater systems. She also assists the AucklandCity Environment, developers and operations anddevelopment teams with their water, wastewaterand stormwater queries, working closely withthe planning engineering services teams.

Chamalie has recently been involved with technicalaspects of the 2D modelling and the QualityAssurance / Quality Control process of the oodhazard modelling. She is a valued member of theMetrowater Health and Safety committee and theMetrowater graduate program. During her timewith Metrowater, Chamalie has taken advantageof opportunities to learn technical modellingpractices and gained a vast amount of knowledge

of modelling and the water industry as a whole.

Chamalie JayaweeraBEng

Graduate Modelling Engineer

Staff Proles

TIME AT METROWATER: 1 YEARS

"There is little of more value toMetrowater than the excellentpeople it employs."

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Metrowater Annual Report 2009 Recognition and Awards Staff Profiles-1

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