yarra valley water's 2020 strategy

YARRA VALLEY WATER’S 2020 STRATEGY

2

TOWARDS 2020

THINKING FROM THE FUTURE

3

Time

Per

form

ance

STRATEGY HIERARCHY

4

4

Commitments (6)

Outcomes (18)

Achievements (TBA)

Board / MD

General Managers

Divisional Managers

Purpose

DISCOVERING WHAT MATTERS MOST

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• What is distinctive about

YVW?

• What are the concerns that

distinguish YVW?

• What is of fundamental

importance to YVW?

THE GOLDEN CIRCLE

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WHY “Are you communicating

from the outside-in, or the”

Are you communicating from the

outside-in, or the inside-out?

Inspiring leadership begins with

Why.

“ ”

Simon Sinek – Author and TEDTalk Presenter

People care when they have an emotional connection.

YVW’S PURPOSE

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YVW 2020 STRATEGY PURPOSE

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EXEMPLARY SERVICE

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IN HARMONY WITH THE ENVIRONMENT

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MAKING EVERY CENT COUNT

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ZERO HARM

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EXTRAORDINARY PERFORMANCE

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TOGETHER WE ACHIEVE GREAT THINGS

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15

2020 TARGETS: WORKING BACK TO 2014

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EXAMPLE TARGETS

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Water Quality Complaints at all time low

% of customers with an

interaction that agree service

was outstanding

% of customers agreeing Value Proposition is

delivered

Outperform WP3

infrastructure indicators by

10%

% of customers agree YVW

service is value for money

WP4 contains strategies to halve service

failures

EXAMPLE TARGETS

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GHG Neutrality

Complete 1st IWCM Plan that informs backlog

& spills programs

Innovations that demonstrate new

possibilities in water and sanitation services

Environmental river flows not compromised

% of customers and

stakeholders that agree YVW

looks after environment

Discharges under Nutrient

Cap

EXEMPLARY SERVICE: CUSTOMER VALUE PROPOSITION

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“I can rely on Yarra Valley Water to provide great

drinking water. They safeguard community health

by effectively removing wastewater and running

their operations in a way that looks after the

environment. They are highly responsive when I

need them and they help customers experiencing

difficulty paying for essential water and sewerage

services. I’m confident they will meet my needs

now and in the future.”

CULTURE TRANSFORMATION

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2001

2013; N = 511

2013

CULTURE TRANSFORMATION

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