Water businesses reflect on approach to price review
12 September 2018
We recently hosted a session where the water businesses who received a 'Leading' rating under our new price review framework (PREMO) reflected on how they approached the 2018 water price review and what they learnt.
Around 80 representatives from water businesses across Victoria, a few interstate water and energy companies and the community sector, joined us for an insightful session as six water businesses shared their insights on price submissions which incorporated an unprecedented level of customer engagement.
We heard from Barwon Water, Goulburn Valley Water, GWMWater (Grampians Wimmera Mallee), North East Water, Southern Rural Water and Yarra Valley Water. This represents a mix of urban,regional and rural and also includes some of the states biggest and smallest water businesses.
We were very pleased with the diversity of approaches presented supporting the proposition that no one size fits all.
Some common themes that emerged on the day were:
get board endorsement and support from senior management
commitment matters more than methodology
avoid technical jargon
good engagement can be transformational for the business and staff
there are broader benefits beyond pricing
customer empowerment matters
staff empowerment matters
focus on issues where customers can add the most value.