Keeping it simple

Keeping it simple

Our processes need to support the delivery of outcomes for our customers by making it simple to transact with us. Simple processes help us get the basics right, work together and lead the way.

We do this by innovating for continual improvement, applying technologies, using the right information at the right time, seeking efficiencies, and optimising how we operate. This includes our partners such as Allwater.

Where we’re working

In March 2020, we improved transparency for customers about where we are working with an updated online map and reporting functions.

Customers can see a wide range of network improvement work underway and faults being repaired, plus easily use our website to let us know of any leaks or issues they spot. People can also subscribe and stay informed about repair work as we action and fix faults.

By using our in-house ArcGIS mapping technology our people designed and developed the mapping tool that was tested with customers at every step to deliver a simple and easy to use online report and subscribe service.

Through to 30 June 2020, the map had received more than 41,000 page views with more than 1,000 people subscribing for a works update.

Real-time chat

In March 2020, as our business responded to the changes necessitated by the state’s response to the COVID-19 pandemic, we delivered WebChat as an additional customer digital communication channel.

With implementation accelerated in order to rapidly expand channel choices for customers, WebChat was up and running within five days.

Use of WebChat, which is delivered in real-time by our people based in Adelaide, continues to grow with 1,504 customer interactions since it launched.

Customers embrace digital services

Uptake of eBilling continued in 2019-20 and at 30 June, there were 154,054 properties registered to get eBills, up from 100,847 in 2018-19. Of these, more than 120,000 properties were registered with our online account management service, mySAWater.

Our customers are embracing the digital services we offer with continued growth in use of self-service transactions at 171,068, up from 150,368 in 2018-19.

In October, our new automated connection application process was made available for customers, increasing communication to customers and the speed of processing these applications.