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COMMUNITY ASSESSMENT OF SERVICESQualitative Research Report

for Melbourne Water

24 May 2018

REPORT PREPARED FOR REPORT PREPARED BY

DISCLAIMER

Jasmine Hoye

Partner

[email protected]

03 9611 1850

Cat Banks

Director

[email protected]

Alexis Polidoras

Research Executive

[email protected]

In preparing this report we have presented and interpreted information that we believe to be relevant for completing the agreed task in a professional manner. It is important to

understand that we have sought to ensure the accuracy of all the information incorporated into this report.

Where we have made assumptions as a part of interpreting the data in this report, we have sought to make those assumptions clear. Similarly, we have sought to make clear

where we are expressing our professional opinion rather than reporting findings. Please ensure that you take these assumptions into account when using this report as the basis for

any decision-making.

The qualitative research findings included throughout this report should not be considered statistically representative and cannot be extrapolated to the general population.

For the quantitative research results, the base (number and type of respondents asked each question) and the actual survey questions are shown at the bottom of each page.

Results may not always total 100% due to rounding.

This project was conducted in accordance with AS: ISO20252:2012 guidelines, to which Newgate Research is accredited.

Project reference number: NGR 1801010

This document is commercial-in-confidence; the recipient agrees to hold all information presented within as confidential and agrees not to use or disclose, or allow the use or

disclosure of the said information to unauthorised parties, directly or indirectly, without prior written consent. Our methodology is copyright to Newgate Research, 2018.

Doug Helms

Manager Social Research, Customer & Strategy

2

mailto:[email protected]



CONTENTS

Executive Summary 4

Introduction 8

Background and Objectives 9

Research Methodology 10

Research Sample 11

Findings 12

Context 13

Exploring Melbourne Water 17

Core Services 24

Value Added & Innovative Approaches 38

Value Placed on Services 47

Segmentation 51

Research Evaluation 57

Appendices 60

3

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

5

This summary outlines the key findings from a qualitative

research project for Melbourne Water to explore and

understand community knowledge, expectations and

perceptions of its services and approaches, and how the

community is segmented relative to Melbourne Water’s remit.

The research involved 10 extended group discussions with a

robust qualitative sample of 79 people who were recruited to

broadly reflect the mix of residents from across Melbourne.

The findings will be used to inform a range of initiatives,

including early thinking on Melbourne Water’s next Water

Plan.

Knowledge and Overall Perceptions

The large majority knew little more than the Melbourne

Water name, with the brand having quite a clean slate.

Among the few with any further knowledge, the

organisation was most commonly understood to supply

water (with a few citing its work in looking after the

catchments), followed by sewerage services. A few knew

about its drainage management and waterways

responsibilities, while none knew about the more

innovative value-adding approaches.

When provided with information about the organisation,

most participants were very pleasantly surprised – and

often in awe – about the sheer scale and scope of

Melbourne Water’s responsibilities.

Indeed, learning about Melbourne Water frequently inspired

feelings of gratefulness, comfort and security about the

future, pride and trust.

The research process prompted a strong desire for the

organisation to communicate and engage more with the

community and educate others. Without prompting,

participants envisaged many benefits from this e.g.:

Appreciation and peace of mind that one organisation is

looking out for some of the fundamental aspects of

Melbourne’s life and liveability – a ‘guardian’ of sorts;

More understanding / less grumbling about water bills; and

Potential behaviour changes (e.g. they felt that when

people have a deeper understanding about the value of

water and associated challenges, they may be more likely

to do their bit to help out, as they did with the first wave of

Target 155 – e.g. more inclined to take action to protect

waterways, conserve water, speak well of Melbourne

Water etc).

The question is whether the organisation wishes to take

advantage of this potential or to remain largely invisible.

Although not a focus of the research, some participants even

suggested they may be willing to pay a little more to help

fund this community education process given how important

they felt it to be. A few, however, thought that such education

may help to offset other costs and therefore not represent a

net increase.

EXECUTIVE SUMMARY CONT’D

6

The organisation is seen to provide something for everyone

(even if ‘only’ a drink and a wash), and much for many.

Its services are deeply valued – just not currently linked to

Melbourne Water, which therefore isn’t getting credit.

Its innovation and “nose to tail” focus was seen as exciting,

impressive and the right direction to pursue.

There was notable concern on learning about the carbon

footprint from the business’ operations, and some assurance

about what is being done to counter that.

Services Focus – Response to Information

Water supply: The most important service – fundamental to

life and survival, and playing a key role in ensuring the city

can continue to thrive in the face of population growth and

climate change – a strong concern throughout discussions.

Satisfaction with this service and each of its sub-services

is very high. A few had some concerns with desalination

(mainly the cost), fluoridation and catchment logging.

Sewerage and recycled water: The second-most highly

valued service category, sewerage is something people are

very happy not to have to think about, and there is strong

support for continuing to increase the use of recycled water.

Satisfaction is very high, with very few having had any

issues. Melbourne Water was also assumed to have

worked to reduce the odour from the treatment plants.

Some questions were raised over the safety of recycled

water on irrigation of food products, which would benefit

from communications its use increases.

Waterways: A highly valued service, particularly for the

physical and mental wellbeing it provides to residents who

spend time in and around waterways, and wildlife habitat.

However views on Melbourne Water’s performance in this

area were not as consistently favourable as for its other

services, with some feeling there is plenty more than could

be done to improve the condition and quality of certain

waterways, and the Yarra in particular.

Stormwater & drainage: The community was quite divided

when it came to the value they placed on flood mitigation,

with a high level of uncertainty about the risk levels, and

whether the lack of floods they had experienced was down to

Melbourne Water’s work or to climate and geography.

However stormwater capture and treatment was valued,

for the same reasons as recycled (i.e. wise management

of finite resources), and its waterway health benefits.

Value Added Approaches

A strong appreciation for these approaches despite no

awareness of them. Their existence speaks volumes about

Melbourne Water’s modern and forward-thinking approach.

Liveability was particularly valued by some in the face of

increasing development (including high rise living).

There was some variance in the value placed on the

approaches based on whether they were considered ‘nice to

have’ (e.g. bike paths) or better use of resources (e.g.

stormwater harvesting, co-digestion), and whether there was

a perceived overlap in responsibility with other organisations

such as councils, Parks Victoria and the retailers.

EXECUTIVE SUMMARY CONT’D

7

Qualitative Segmentation

Our analysis suggests there are six segments who sit along

a spectrum from outward, wholistic worldviews through to a

more inward, individualised focus. Extra insight could be

gained via quantifying these provisionally named segments:

Balance for nature – highly environmentally conscious

and supportive of work to protect nature for its own sake.

Responsibility to future generations – very focused on

waterways and innovative services that support positive

experiences for their children, grandchildren etc.

Pragmatism & future planning – inspired by planning

and innovation, better use of resources; enjoy recreation.

Water & health respecters – strongly focused on water

supply and waterways for health and wellbeing benefits.

Safety, security & fiscal responsibility – more

conservative, quite engaged but may lack understanding;

very driven by affordability, often anti-desalination.

Family & household oriented – most concerned about

water supply; convenience, health and hygiene for

themselves and their families.

The Research Process

Participants rated the research experience very highly at

8.7/10. They appreciated the opportunity to meaningfully

provide their views; the information, including the format;

and the way in which they could participate, including the

fact that many of the sessions were held in the suburbs.

Conclusions

The community wants Melbourne Water to keep up the great

work. They sense that it has the mix of services largely right,

and is heading in the right direction.

With the impacts of population growth and climate change

expected to increase, there is a desire for more:

Innovation to increase re-use or re-purposing of resources

and minimise waste – especially recycled and storm water;

Waterways improvements via clean-ups and naturalisation;

Access to green spaces and recreational facilities as

housing density rises and fewer people have gardens;

Work to reduce Melbourne Water’s carbon emissions and

other environmental impacts; and

Education for the broader community about Melbourne

Water, to foster better community behaviours and improve

appreciation and their sense of security about the future.

To enable the community to provide more informed views on

the optimum mix of services in subsequent research –

particularly to support the next Water Plan – participants would

need much more detailed information including, for example,

relative spending on different services, more specific

information about projects and future plans.

This research illustrated that Melbourne Water has a very

compelling and interesting story to share, and stands to benefit

from doing so, not just in terms of its reputation, but also

community trust, advocacy and engagement.

INTRODUCTIONBackground, Objectives & Research Methodology

BACKGROUND AND OBJECTIVES

9

BACKGROUND

As Melbourne Water continues to work on embedding

customer centricity into its thinking, planning and

activities, and prepares to develop its pricing proposal for

submission to the ESC in 2021, it is essential that it

understands, tests and monitors the community’s

knowledge, wishes, support and value derived from the

services it provides.

Some of the issues Melbourne Water faces in this regard

are low awareness and understanding within the

community – particularly for emerging services; and the

lack of an existing, clearly stated value proposition.

Melbourne Water commissioned Newgate Research to

undertake a qualitative research program with residential

customers to understand their views on its:

Core services (and sub-services):

– Water supply

– Sewerage & recycled water

– Waterways

– Stormwater & drainage

Value-added approaches:

– Liveability

– Integrated water management

– Environmental stewardship

– Asset Value Maximisation (presented to the

community as ‘Making the Most of it All’)

OBJECTIVES

The specific objectives of the research were to:

Gain a solid understanding of the community’s

knowledge and perceptions of Melbourne Water’s

services, and the values these provide;

Identify any unmet needs or potential future service

offerings;

Identify customer segments and their respective values;

and

Help Melbourne Water to articulate its services and

approaches.

Two extended 3.5 hour ‘pilot’

group discussions with:

• Residential consumers

from across Melbourne

• Pre-group work re: a) life

values, b) living in

Melbourne

• Presentation of

information about: a)

Melbourne Water, b)

services / activities

• Relative values explored

RESEARCH METHODOLOGY

Newgate designed a two-part deliberative-style qualitative program, summarised below, with the participant

sample outlined over the page. The research went beyond traditional methods which seek to understand

what is important to customers, to answer questions about why these are important. By digging deeper into

people’s values, we were also able to understand the emotional and enduring relationships the community

has with Melbourne Water’s services, and the extent to which it is providing services they truly value.

10

A 2-day online

community with:

• Baseline insights

into values both

personal and about

living in Melbourne

• Immersion into

services, viewing

service posters

• Quantitative

ratings

• Group discussions

Online community

participants then attended a

2-hour group:

• Eight sessions, two each

in St Kilda, Sunshine,

Ringwood and

Cranbourne

• Discussion of information

from online community

• Further explored service

preferences and relative

values

A 5-10 minute follow-

up survey to:

• Cement what they

value most and

least about the

services

• Gather feedback

on the research

experience overall

Online community Focus groups Follow-up surveyPilot Groups

TESTING (n=17) DELIBERATIVE CONSULTATION (n=62)

n=79

RESEARCH SAMPLE

11

Participants were recruited to be broadly reflective of the mix of people within the community, so that we could explore what

natural groupings or ‘segments’ emerged. A very robust qualitative sample was achieved, enabling some semi-quantitative

data to be collected.

Recruitment was undertaken by Read Recruitment Services using a recruitment script and screening questionnaire prepared

by Newgate Research. Questions included basic demographics, water retailer, assessment of residence in a floodplain area,

any prior experience with flooding and level of knowledge about Melbourne Water.

In line with accepted market research practices, participants who completed all three phases of the main research received a

gratuity of $150 via EFT in recognition of their time and travel expenses. Pilot group participants received $180.

Facilitation was led by Jasmine Hoye and Cat Banks with assistance and notetaking by Alexis Polidoras.

A copy of the stimulus materials used in the research are provided in the Appendices.

GROUP LOCATION WATER RETAILER DATE

EXPERIENCED

FLOODING IN

MELBOURNE (N=)

TOTAL PARTICIPANTS

(N=)

1 (Pilot) St Kilda Mixed April 17th 4 8

2 (Pilot) St Kilda Mixed April 18th 4 9

3 St Kilda Mixed April 30th 3 9

4 St Kilda Mixed April 30th 2 8

5 Sunshine City West Water May 1st 1 8

6 Sunshine City West Water May 1st 2 7

7 Ringwood Yarra Valley Water May 2nd 3 9

8 Ringwood Yarra Valley Water May 2nd 3 8

9 Cranbourne South East Water May 3rd 2 6

10 Cranbourne South East Water May 3rd 3 7

TOTAL 27 79

FINDINGS

CONTEXTPersonal values and liveability

Explored for context to better understand the community and the ways in which Melbourne Water is

delivering on people’s deep interests in life – personal values were varied, with some standouts

PERSONAL VALUES

14

What we did

• Participants were deliberately not told the research related to water until part way into the sessions, to understand how they see

the world without artificially applying a water related lens, and enable us to analyse how Melbourne Water’s services deliver on

what is most important to people in their lives. This also informed the qualitative segmentation later in this report.

• At the start of the sessions we explored participants’ personal values in life, before any prompted questions about water or

Melbourne Water. They were asked to individually choose the most important values from an established set of 90 core values*.

What we found

• Reflecting the diversity of participants, three

quarters of the values were selected, though

some were more popular than others.

• Notably, family was the most cited value by far,

followed by respect, health, happiness,

kindness, compassion, trust and love, as

illustrated in the word cloud here – the larger the

value, the more frequently it was selected.

* Sourced from www.how-to-change-careers.com/personal-core-values.html, Modified from Douglas,

C. (2008). What are your personal Core Values?

Melburnians are extremely proud of their city for its exciting, vibrant diversity and balance of city life,

natural beauty, and rich tapestry of cultures – the food, the sport, the greenery and the accessibility

WHAT PEOPLE VALUE ABOUT MELBOURNE

15

WHAT THEY LOVE ABOUT MELBOURNE (IN DESCENDING ORDER) VALUES – WHAT THIS PROVIDES

The food!! Amazing diversity and quality, food markets, bars and cafes (coffee

gets a notable mention - strongly valued)

Good nutrition, pleasure, pride, pastime, quality of life,

fun

Accessibility – the ability to a) get wherever you want to go, and b) quickly get to

natural places and the nearby countryside (i.e. within an hour from the city)

A sense of freedom, connectedness, inclusion, quality

of life, convenience

The sheer diversity and variety of things to experiences and do Excitement, entertainment, joy, pride

Sport! Especially renowned for major events, but also sporting opportunities for

oneself and children

Entertainment, happiness, physical and mental health

health, connections – to family, friends and community

The culture – arts, music, festivalsAwe and inspiration, entertainment, fun, family and

social time, education

Greenery - parks, gardens, reserves and natural places Relaxation, physical and mental health and wellbeing,

family time, beauty, awe

The people - welcoming, friendly, helpful, generous A feeling of belonging, acceptance, safety, confidence

The multiculturalism – a rich tapestry of people Acceptance, variety, interest, learning, security

Family – being close to family and friends, a family-oriented city, and a home base

where people grew up

A sense of being home, connectedness, belonging,

caring, teaching, security, love

The weather! Perhaps surprisingly, many participants love the weather here! Variety, engagement, comfort, excitement

Shopping and fashion A feeling of connectedness, access, style, fun

Water – access, clean water, abundance, beaches, rivers, creeks Health, security, pride, enjoyment

Other mentions, all by fewer than 10 people: the CBD, the clean environment, jobs and employment opportunities, educational

opportunities, the architecture and history, the hospitals and the maintenance of existing infrastructure.

Liveability means different things to different people – most commonly that people have access to a

wide variety of choices that are relatively close by – especially good food, green spaces and fun

WHAT DOES ‘LIVEABILITY’ MEAN, ANYWAY?

16

Participants’ views on what ‘liveability’ means were

similar to what they love about Melbourne (reinforcing

its liveability), though in a slightly different order.

Transport rose to the top and was the standout

response theme by far. People want the freedom to

get where they need to as quickly as possible,

preferably with everything they need close by. Some

concerns with the transport system and overcrowding

in Melbourne reveal why it featured less in what they

love about Melbourne, and why it is contributing to

some feeling Melbourne is becoming less liveable.

Green spaces also moved up the ranking, reflecting a

desire for more of these in future, and a sense that

they will become more important as the population

grows, housing density increases and fewer people

are likely to have their own gardens.

Notably, water featured as a mid-level theme – most

commonly for the ability to do water related outdoor

activities, with a similar number of mentions to

healthcare, multiculturalism and education.

Factors mentioned by fewer than one in ten included:

recreational facilities; no overcrowding; having a good

justice system / police; bike and walking paths; good

planning to balance business and residential areas;

tourism; growth potential; and work / life balance.

High-level

mentions

(by at least one

in three)

• Transport (access, things being close by, efficiency)

• Variety in options / shopping / activities - excitement

• Good food, restaurants, cafes etc.

• Green spaces - parks, gardens, natural settings

Mid-level

mentions

(by fewer than a

quarter but at

least one in 10)

• Safe (a feeling of safety, low crime rates)

• Entertainment – the arts, culture, festivals, music etc

• Sport – to watch and participate in

• Water-related mentions (access to beaches, rivers,

lakes, wetlands, and good quality drinking water)

• Healthcare services / hospitals

• Multiculturalism

• Education

Lower-level

mentions

(by fewer than a

quarter but at

least one in 10)

• Affordable

• Jobs

• Housing

• Sense of community / family feel

• Clean (air, water, places)

• Infrastructure (including electricity supply)

• People - friendly, helpful, welcoming, supportive

• Good climate / weather

• Space (room to move, a sense of not being crowded)

• Freedom

• Gives help to vulnerable / homeless people

EXPLORING MELBOURNE WATERKnowledge, awareness and

responses to services

Some awareness Melbourne Water provides water supply and sewerage services

KNOWLEDGE AND AWARENESS

18

Most participants had heard of Melbourne Water before this research. Around a third,

however, knew no more than the name.

Roughly half indicated they knew just a little about what Melbourne Water does, while only

a small handful felt they knew a lot. Those who knew more:

Still exhibited some confusion about elements of Melbourne Water’s roles and

responsibilities, especially the extent of its service area.

Not surprisingly, tended to be older (aged 50+), with some referring back to when it

was part of “the old Board of Works”.

Those who felt they knew more than the name were asked what they knew (unprompted):

Most commonly, they knew (or at least assumed) that it provides water, with some

aware that it manages the catchments. A few even knew that it is the wholesale

provider, while some thought Melbourne Water was like their retailer in that it covered

only a specific part of Melbourne (sometimes confused with City West Water or ‘not

my area’).

Fewer knew that Melbourne Water provides sewerage services.

A few knew about its drainage management responsibilities.

A small number knew that the organisation looks after waterways.

None knew about the newer, more innovative value adding approaches.

These findings showed that the organisation has quite a blank slate in the minds of the

community, suggesting there is plenty of room to shape and improve the community’s

understanding of what it does. Subsequent discussion also revealed quite a strong desire

for Melbourne Water to educate the community about its roles and responsibilities,

addressed later in this report.

“Have seen advertising

about them, cars, etc. To

be honest not really sure

what they do, but I would

guess they ensure and

monitor our water quality,

ensure water is available

to everyone. Fix pipes etc

when broken / burst.”

“I know that they provide

water to the west and

outer west. They also treat

water for us to drink. I

have heard about them

from my parents.”

“They provide water

supply to the community. I

have South East Water so

I don't know if Melbourne

Water supplies me.”

‘ENHANCING LIFE AND LIVEABILITY’

19

A fitting aspirational vision, but one that needs translating

Feedback was sought on Melbourne Water’s vision statement.

Although the vision was broadly supported after due consideration,

on face value it didn’t hold a lot of meaning or resonate very well.

This was largely because most didn’t know much about what

the organisation does.

Some could see how it helps sustain life through providing

water, but not necessarily how it enhances life.

“Liveability” is seen as a bit of a buzz-word and isn’t particularly

well-liked or consistently understood, as per the previous

section of this report.

Participants generally struggled to articulate how water and water-

related services specifically help to make Melbourne more liveable

for them. It was a bit of a mental stretch to link liveability directly to

water in the first instance, let alone then to Melbourne Water. This

represents a challenge for the organisation in terms of engaging

with the community on its vision, where the linkages would need to

be spelled out to aid understanding.

However, through the course of the in-depth discussions,

participants came to understand that Melbourne Water

contributes greatly to what makes the city so liveable – e.g.:

Convenient, clean water (at the turn of a tap) and air through

pristine catchments for drinking, hygiene, health etc;

Enabling the provision of great food;

Supporting exercise, recreation and connecting with nature

through access to waterways and green spaces, with ducks

and other wildlife, walking tracks, bicycle paths, and other

facilities;

Cleanliness and health (disease avoidance) via sewerage;

Safety through stormwater management to slow the flow and

reduce flood risks;

Supporting sporting life and events by providing water for

sporting grounds;

Diversity - something for everyone and much for many; and

Improving use of finite resources and finding new uses

through value added approaches (biosolids, biogas etc).

There was a sense of relief and security in knowing that

someone like Melbourne Water is looking out for life and

liveability, not only now but also into the future (implied by

‘enhancing’). This was particularly comforting to participants

in the face of population growth and climate change, which

are already impacting on liveability for some and are

expected to present greater challenges in future. This

positioned the organisation as a form of ‘guardian’ for the

community.

“I have never really thought

about this. Having clean water

is a plus, but most cities do. I

would think that if there was a

problem with leaks, burst mains

etc, that the water provider

would be on top of that.”

“The cleanliness of the water

supply and the confidence to be

able to use and drink tap water is

extremely important. The

protection of these very enviable

assets must be paramount for

everyone in the future.”

The image on this page is offered as a metaphor for Melbourne Water. The character is Susan Storm, the Invisible Woman (one of

Marvel Comics’ Fantastic Four). Like Melbourne Water, she is very powerful, and can choose to make herself invisible OR visible.

INTRODUCTION TO MELBOURNE WATER

20

Relatively high interest in the overview information about the organisation

Participants were given a brief overview of Melbourne Water, in the form of a 10-minute

presentation from a Melbourne Water representative in the pilot sessions, and a 1-page flyer in

the online community (shown here).

Not surprisingly, the in-person presentation was greatly valued because more detail was

conveyed and it was a more engaging format in which participants could ask questions and hear

from a company representative first hand.

Having said this, there was quite a high level of interest in the 1-pager provided in the online

community, with an average rating of 7.4 out of 10. Standout aspects of the information were the

sheer scale of Melbourne Water’s service area and services, the fact that it looks after

waterways and flood risk management, and that it interacts with other organisations.

Common responses were that the information made people feel grateful, a sense of comfort and

security about the future, proud, relieved that it is government owned, and more trusting of it.

Frequently asked questions in response to the information were: What is being done to keep water supplies secure and affordable with the rise of population,

pollution and climate change?

What’s happening with the desalination plant and what’s its capacity? Are we drinking it already?

What happens to the sewage?

Why isn't more being done to use recycled water and stormwater recycling?

Is it government owned or privatised? And what is its profit margin?

What environmental impacts does it have and what is it doing about that?

How does it interact with other government departments, agencies?

What are its plans to clean up the Yarra River?

What supporting data and examples does it have to prove the claims?

How is it funded and how much do its activities cost?

Why don’t we hear much (if anything) about Melbourne Water?

“What stood out most was that we have a

single organisation co-ordinating Melbourne’s

water resources and it’s in government hands

where the prime focus is benefit to the

community and not company profits, like what

happened with the electricity supply.”

IN THEIR WORDS: OVERALL

21

“It made me feel

compassion towards them,

it seems like they are really

trying to create the best

quality water for such a

large area. I was surprised

to hear they use rainfall

water.”

“This information made me feel at ease knowing that our

water is being taken care of in many ways, in relations to

supply and demand being met but making sure there are still

restrictions but if we were to run low on water we had

alternatives such as desalination plant in Wonthaggi and the

two treatment plants also which is comforting to know that a

government backed company is on control and ensuring that

this is all taken care of.”

“This made me feel grateful. Grateful to be included

as an individual part of a populous which is given

access to clean water daily. Through travel I've

seen just how much most of us take this vital part of

life for granted. Seeing the suffering and

devastation across the globe that is caused first

hand by a lack of access to water is shattering. This

issue is about human rights and everyone should

have access to the same equal amount of water.” “It made me feel reassured that our

water supply, safety from flooding

and handling of waste water are

being handled by a single

organisation, though working with

others, with its focus on a co-

ordinated effort on the whole water

supply treatment process.”

“I wasn’t aware they were in charge of looking after

the environment around the waterways and creeks. I

thought that was a council thing.”

“It made me realise what a large organisation Melbourne

Water must be, with such a broad brief. I had heard the

name of Melbourne Water, but I didn't really understand

how it related to my provider, South East Water. I

appreciated Melbourne Water’s vision, to enhance life and

liveability for the people of Melbourne. This is good

because it will underlie their everyday practice and

decisions for the future. I also appreciate their role in

planning for the future and population growth.”

“The ability to drink straight from the tap indicates cleanliness and

commitment to the wellbeing of its residents. Whilst there is a need

to be wise about water usage, we are able to use water freely

without restrictions so that we enjoy having showers, water our

gardens, wash our cars and laundry without having to be conscious

of drastic limitations. This luxury allows us to live a clean hygienic

lifestyle which we take for granted.”

Information was provided to understand what the community thinks and values … and why

PROMPTED RESPONSES TO SERVICES

22

Participants were provided with more detailed information to enable them to give feedback and understand what (if

anything) they value about Melbourne Water’s services.

This included a series of eight ‘posters’ covering each of Melbourne Water’s:

Four core service categories (‘services’); and

Four value added or innovative ‘approaches’ to delivering its work.

Each poster covered an overview of what the service is, its respective ‘sub-services’, reasons for Melbourne Water doing

this work and examples of related projects and deliverables. The full set of posters is shown in the Appendices.

For each service or approach category, participants were asked what they thought of Melbourne Water’s work, any changes

they would like or gaps in the services, any questions they had, what (and how much) they value what Melbourne Water is

doing – and why i.e. what this provides to them. This was also discussed in the live sessions.

All services and value added approaches are highly valued

VALUE OF EACH OFFERING CATEGORY

23

8.2

8.2

8.2

8.4

8.4

8.4

8.5

8.9

Stormwater and drainage

Environmental stewardship

Sewerage and recycled water

Integrated water management

"Making the most of it all" (Asset Value Maximisation)

Liveability

Water supply

Waterways

Average rating of value of each service / value added approach category

Base. All online community participants (n=62). Q: How much do you personally value the fact that Melbourne Water are delivering these specific services, using the 0 to 10

scale, where 0 means ‘I don’t value it at all’ and a 10 means ‘I value it very much’. NB: Bars with the same average may not align; averages are rounded to one decimal.

As context for the responses to the services and approaches that follow, online community participants were asked to rate

how much they valued each of the eight categories after they reviewed the information about each one.

The average ratings are provided here to show that all were very highly valued, at 8 or more out of 10.

Waterways topping the list was somewhat unexpected. This was something people later traded off in the points allocation (i.e.

opting more for survival and hygiene related services). However, this result still reflects the very deep value and appreciation

participants spoke of in relation to green spaces and waterways and Melbourne Water’s work in this area, and it also reflects

some of the sentiment around water and sewerage services being so fundamental that some people take them for granted.

CORE SERVICESViews on water supply, sewerage and

recycled water, waterways, stormwater

and drainage

The most important service – fundamental to life and survival, but also ‘thrival’

WATER SUPPLY

25

What they value most

All aspects were valued, from capture to treatment to

transfer – but especially the capture; where it all starts.

Many already believed that Melbourne has some of the

best quality water in the world, and learning about the

pristine protected catchments reinforced this – with

resultant benefits to health (due to being more natural and

less treated than in other places) and to its taste.

Reliability – means you just don’t have to think about it.

Affordability – especially when energy bills in particular are

seen to be rising sharply at the moment.

Innovation – through mini hydroelectric plants, which give a

sense of modernity and continuous improvement to a service

they had expected to be established and unchanging.

This is seen as something that will help with affordability,

and offsetting Melbourne Water’s high carbon emissions.

Future planning – there was appreciation, and even relief, to

know Melbourne Water has an eye on security of supply,

including through the ‘back-up’ of desalination.

Drought is still seen as a real threat (even for those who

do not believe climate change is an issue), and our

growing population also causes concern.

Less valued aspects

The desalination plant, while overall positively viewed

by our sample, lacked value for some.

Of these, some simply felt it was lying idle and had

therefore been a ‘waste of money’. Some were

concerned about the ongoing costs regardless of

whether it was in use or not.

But for a small number, it was because they felt that

more dams should be built and used instead.

Some also questioned or opposed the addition of

fluoride to the water – either because they felt it affected

the taste, or because of concern about health impacts.

These participants were not comforted by the presence

of the Fluoridation Act, with one suggesting it could be

reversed.

Those who had spent time in other parts of the

world (including interstate) where you cannot

drink from the tap (or where it tastes bad) were

often more appreciative of Melbourne’s water

supply services than those who had not

experienced this – who sometimes admit to

taking it for granted.

Overall seen to be performing very well, with very few suggestions for changes or improvements

WATER SUPPLY CONT’D

26

Views on current performance

High satisfaction – supply is consistent (reliable,

convenient), affordable, safe and even “tasty”.

In fact, upon receiving some information about

Melbourne Water’s operations, this service area was

often seen to be delivering a lot more than they

originally thought.

Learning about the protected catchments and mini

hydroelectric plants made this service category

appear higher quality, more innovative, more

affordable and more environmentally conscious.

Concern about logging of the catchments threatening

the water supply was mentioned by a few (to some extent

due to a recent news article).

Melbourne Water’s response that only 0.15% of

catchments are logged gave some reassurance.

Proposed changes / perceived gaps

Some suggested Melbourne Water should do more to

promote the water quality and encourage people to use

tap rather than plastic (though we note this may be a

more appropriate role for retailers).

A couple felt there should be a focus on dams rather

than desalination.

Questions about this service area

How well are the catchments protected from terrorism or

vandalism? (This may be a growing concern.)

Many questions about the desalination plant – if and how

it is being used, and how much water it can supply. There

appears to be some belief that it could supply all of

Melbourne’s water needs (as opposed to one-third of

current usage), and also that it isn’t being used yet.

What this service provides:

Security, Safety, Protection, Health, Confidence, Peace of Mind, Convenience, Prosperity, Pride

IN THEIR WORDS: WATER SUPPLY

27

“Without water we are all

caput, it’s an essential

service.”

“It all starts with this –

without this, you can’t do

any of the rest.”

“It got me thinking a lot about the water supply … the

one that got me thinking the most about the what ifs.”

“You don’t hear people complaining

about the cost of water like they do

about other utilities.”

“I like how they start from the beginning and they

look right through the whole process. You look

after your protected areas, the forest, where the

water runs down. If you start there and keep it

healthy it has a trickle down effect. They take on a

holistic approach if you like.”

“This is the most important

part. It's what they’re there for.

Without it we wouldn't be here.”

“When we were in the

drought period, how many

people now turn their tap off

when they brush their

teeth? Reusing their laundry

water. These things stuck.

Sometimes maybe a

drought is a good thing,

because it makes you

conscious.”“Storage and capture is important:

there’s also maintenance where they

capture and store it. If they maintain it,

there’s less treatment needed. If they

weren’t looking after it, they would

probably need to do more treatment.”

“Trust is important, because I do

trust what they put in the water… I

feel like they have my best

interests at heart.”

“They do a good job maintaining supply so we

always have water. They do put in restrictions

but they do a lot of work to maintain our water.”

“I think it’s a great accomplishment that we have good quality water. I

think how we got to that point… It's not showing off to the rest of the

world. But there is pride.”

28

SEWERAGE & RECYCLED WATERA happily invisible but highly valued service in terms of transfer and treatment, but also more innovative

approaches including recycling and asset value maximisation (e.g. co-digestion)


Aside from those who still remember the days before they

were connected to mains sewerage, this service is very

easy to take for granted – “flush and forget”.

Though not top of mind, the benefits to health and a

pleasant living environment were well-understood.

A number of people thought that sewage goes straight into

the Bay, and valued learning about the environmental

protection and water health aspect of its treatment.

Recycled water, while not familiar to all, was highly

valued as it means there will be reduced wastage of

potable water on unnecessary things like toilet flushes.

As with Water Supply, the innovation in this service

surprised and delighted, in co-digestion and the

production of biosolids, as well as recycled water.

It is seen as smart thinking (possibly even money-

saving), and helps alleviate any guilt they may feel

about wastage.

It demonstrates that Melbourne Water is a modern,

forward-thinking organisation, which gives them hope

for the future.

Less valued aspects

There were no aspects that were not valued.

However, there were some questions about the safety of

recycled water for use in the irrigation of foodstuffs.

This was exacerbated by some recent contaminations

(E.coli, listeria) in rockmelons, spinach, etc., here or

overseas.


Why is Melbourne Water such a high carbon emitter? How

much is this being reduced by efforts such as biogas

creation?

How is Melbourne Water is progressing with its biosolids

reuse? Will biosolid products be available for consumers in

future, and not just industry?

What is the extent of access to recycled water now? And

future plans for increasing access?

Is recycled water safe for irrigating crops and raw foods?

How much untreated/treated sewage goes into the Bay?

Seen to be performing very well – but a demand for more widespread access to recycled water in future

SEWERAGE & RECYCLED WATER CONT’D

29


Seen to be doing well by the vast majority.

There is thought to be a very low incidence of issues,

with most not aware of any issues.

One aspect of how performance was evaluated was the

reduction in smell over time at the Western Treatment

Plant.

This suggests that Melbourne Water must have been

making improvements in this area.


A strong demand and expectation for greater access to

recycled water – particularly for toilets.

Three in four participants (76%) in the follow-up

survey said that they strongly support the use of

recycled water for non-drinking purposes, and a

further 13% somewhat support it.

There is some expectation that this would be cheaper

than potable – but the explanation as to why it is not

(i.e. it is costly to treat) appeared acceptable to the

community, and the demand still existed for reasons

of potable supply security and broader sustainability

values.

A couple also wondered if Melbourne Water is doing

any research into no-flush toilets.

Some interest in receiving more information to help

them with responsible behaviours (e.g. what they

shouldn’t put down the drain, and why).

This was expected to benefit Melbourne Water by

reducing its treatment and maintenance costs.


Hygiene, health and safety

Convenience

Pleasant and comfortable environment (home and

community)

Environmental protection

Security of water supply (through recycled water)

Innovation, foresight and leadership

Affordability and minimisation of waste

Assistance to local businesses

IN THEIR WORDS: SEWERAGE

30

“It’s improved over the years. Driving

down the Princes Freeway, it doesn’t

stink like it used to.”

“Very important but they seem

to have it under control.”

“Seeing the water we’re using just as a

means to flush our solids seems a terrible

waste… We should all be using ‘second

water’.”

“The Werribee treatment area

is as big as metropolitan

Melbourne! It shows just how

much effort is involved.”

“One thing we’re going to have

to come to terms with is that we

really are the last generation

who should be allowed to flush

our toilets with drinking water,

that’s really got to stop. Please

take that to Melbourne Water.”

“You don’t hear anything about it. No news is good news

generally speaking. Whatever they're doing is right. I swim at

Carrum beach and the excess water goes through the river and

exits right into Carrum. And I value a clean beach and it’s the best

beach in Melbourne in my opinion. I trust them to do the right

thing because I'm swimming in God knows what.”

“I used to be on the border of

Point Cook and

Werribee South, I lived there for

10 years and never smelt

anything. They must be treating

it in a way that’s discreet.”

“I didn’t know about

most of this, the

recycling and the energy

generation, and using

that to power some of

their plant... I like that

they’re taking our waste

and not just calling it

waste, but doing

something with it. Yes it

might go back into the

environment but it’s

going back in a much

cleaner state. Relying

less on an outside

power supply. It’s

using what you’ve

already got, it’s a by-

product.”

“We need the treatment.

Otherwise it would probably

just go back into the Bay and

rivers and creeks. People

need to enjoy the beaches

and the sea life. Sewage is a

part of life but they’re also

making it useful.”

31

WATERWAYSVery highly valued for physical and mental wellbeing, and ‘for nature’s sake’


There was strong support for all aspects of this work:

monitoring water quality, preserving/managing habitats,

environmental flows, and the recreational use of waterways and

the land surrounding them.

Many spontaneous mentions were made of the positive benefits

of living near and visiting waterways.

Top-of-mind benefits are personal e.g. mental health,

physical exercise, and quality family time, which are seen

to be increasingly important given high levels of

development (particularly apartments).

But the benefits in terms of protecting biodiversity for the

sake of the environment itself, and even for ecosystem

services, were also considered important when raised.

There was very limited awareness of Melbourne Water’s work

in planning and controls, but this was considered very

important, particularly as they assume developers are solely

profit-driven.

However, there was scepticism about how much power

Melbourne Water has to enforce this vs. VCAT.

While there was very limited awareness of Melbourne Water’s

educational work, it is considered very important – particularly

in schools – in order to foster an appreciation of waterways and

promote responsible behaviours.

Less valued aspects

Vegetation management can be less valued

(though it is still seen as important), in the same way

as any service where there is a perceived overlap

with the responsibility of another organisation – in this

case, councils.

But on consideration, participants saw a clear

benefit in Melbourne Water managing this, as it

provides consistency without being subject to the

vagaries of political agenda, individual preferences

or budgets of the various councils.

A small number also said they placed less value on

this service in its entirety than some others, because

they felt waterways are to a degree ‘self-

sustaining’.

A few also valued the service less because they

don’t personally visit waterways.

The Frog Census app divides opinion.

Some see it as a ‘gimmick’, which is entertaining

and educational but outside Melbourne Water’s

core remit.

For others it is a smart and cost-effective way of

monitoring waterway health by enlisting the

community’s help.

32

WATERWAYS CONT’D

Views on performance were not as consistently favourable as they were for water supply and

sewerage services


Mixed views: some commented on notable improvements

to certain waterways over time, while others feel their local

waterway is polluted / littered / dirty / unattractive.

Many believe the Yarra is extremely polluted and

unsafe, with only a few aware that some parts are open for

swimming (some still wouldn’t swim there) – and this is

also true of some other waterways.

A lack of clarity around which waterways Melbourne

Water is responsible for also clouds the question of how

well it is performing in delivering this service.

However, all felt they had adequate access to waterways.


Overall, a sense that much more could be done.

Some interest in receiving more information on

programs to improve waterway health in their area,

including how they can get involved.

Some also felt that more education in schools would be

beneficial – one teacher mentioned the particular benefits

of doing this face-to-face via excursions or school visits

rather than just receiving educational materials.


What are the plans to clean up the Yarra River and other

specific waterways local to them, e.g. Eel Race Drain?

Penalties in place for businesses that pollute waterways?

More information on the work done to clean waterways,

including how pollution is (and should be) removed?


Environmental protection – of water and wildlife

Beauty

Nature for nature’s sake

Respect and responsibility

Recreation and relaxation; mental and physical health

Family time

Sense of community and civic pride

Education and learning

Sustainability for future generations

IN THEIR WORDS: WATERWAYS

33

“If that was left to council, there’d

be issues with consistency and

priorities.”

“Further up the Yarra you can do

dragon boating. I’d be keener to do

that if I knew it was safe to fall out…”

“Water is important to us not just to

drink but to be near because of the

negative ions that are good for our

health.”

“I don’t think there’s too

many people who are proud

of our waterways though.”

“With the Frog Census app, I never thought a

water company would do that. I thought it was so

endearing… gave me a sense of community.”

“The Yarra has a lot of

protected areas now; a lot of

people go and pick up

rubbish there on the

weekend. That’s really good

for the community, a really

nice place to walk. People

ride their bikes there and ride

to work, so close to the city.

“For myself I think I’m

unaware of the ones I can

use. I was always told as a

kid to never go in the Yarra

River because you'll die.”

“With population build up, a lot of animals are

losing their homes... In certain areas kids don’t

see birds and ducks. By doing this it's starting to

bring birds and wildlife back. You need that

balance to bring wildlife back. Our wetlands in

Hampton Park, I've been there 15 years and the

last 5 years they’ve done a heap of work to make

sure the water flows properly, and the amount of

wildlife have coming back. Balance. It’s nature.

You have to have these in nature. They

contribute. If we destroy it there are huge

environmental impacts.”

“If you had to take money out of

anywhere it would be the

waterways. The floodplain,

sewerage and water supply are

more important. I feel like the

waterways are self-sustainable to

an extent.”

[Creek naturalisation] “Very impressed with that.

When I first moved to Melbourne they were talking

about taking out the concrete bed in the local

creek. It doesn’t look like a drain anymore.”

“I remember creeks being

dumping grounds for old trolleys

whereas it’s really nice to see

creeks being returned to a more

natural state. Apart from the

natural benefits for the

environment and wildlife, ugliness

is a bad thing…To see a cesspit it

chips away at your wellbeing. It’s

good for you to see nice

environments.”

34

STORMWATER & DRAINAGEOverview

The community was quite divided when it came to the value they placed on this service, with a high level of uncertainty.

This was very much dependent on their perception of the risk and whether they had experienced any flooding.

While most thought Melbourne doesn’t flood very often, if at all, they value this service in principle if needed.

Many understand (and have seen on the news in other parts of the country) the possible damage to health and property,

and know that flood risks push up insurance premiums.

But they were unable to confidently attribute the low incidence of flooding in Melbourne to the work of Melbourne Water,

rather than just natural factors related to climate and geography.

Many also have quite a narrow definition of flooding, largely picturing major floods they have seen on the news.

They do not necessarily think about waterlogged roads and pavements slowing traffic, for example, when they think

about ‘flooding’, as these are a temporary nuisance.

They may see ‘houses in the floodplain’ as referring only to those situated very close to rivers and therefore bought/built

at the owner’s risk.

In essence, therefore, they may see this service as:

only targeting a smaller number of people, rather than being relevant to everyone in Melbourne;

only relevant on a small number of occasions, when the weather is very severe.

Some also did not understand the changing nature of flood risk, and therefore thought this service should be largely

‘self-running’ by now (though some others thought we were actually at more risk now, due to more concretisation).

35

STORMWATER & DRAINAGE CONT’D

Some valuable aspects – but the extent of the benefits are unclear


If the work Melbourne Water is doing is actually

preventing or minimising events which would

otherwise be much more severe and frequent, then this

of value to them.

Rising sea levels is an area of concern, and any work

here would be valued, if it is not happening already.

Stormwater harvesting and retarding basins, once

understood, are valued due to their prevention of flash

flooding and damage to waterways.

The sustainability aspect of reusing stormwater for non-

drinking purposes also appeals.

Advising on new developments and their impact on

flood risk is seen as critical, as there is a lot of concern

about development and its impacts generally. Many

thought Melbourne Water should be a deciding voice and

have a good deal of power in this regard.

Acting in an advisory capacity in emergency response

was also valued, but seemingly to a lesser extent than the

prevention and mitigation work. As with any job delivered

‘in partnership with other organisations’ it is less

appreciated than those which are Melbourne Water’s sole

responsibility.

Less valued aspects

For some, as already noted, the value of this service is

lower as a whole than other services, because they do

not perceive a large or frequent risk.

When it comes to development advice, as also noted in

the Waterways section, a large number were cynical

about whether Melbourne Water has any real clout in the

face of powerful and profit-driven developers.


They want to know more about the risk and/or the

improvement over time to know how much they value it.

Any more detail on how flooding can be predicted?

What is being done to let residents know what kind of risk

of flooding they face, and what they should do if flooding

occurs?

How much influence does Melbourne Water have on

preventing developments which would have a negative

impact on flooding (or waterways)?

36

STORMWATER & DRAINAGE CONT’D

They found it hard to evaluate performance, but on the whole are satisfied with current flooding levels


As already noted, this is hard to evaluate, because most

were not experiencing severe floods, but they are unsure

whether this was down to Melbourne Water’s work or to

the fact that Melbourne is not at much risk of flooding.

Most were satisfied with the flood incidence.

A few, however, were more negative (including one who

said their parents had had sewage backing up in their

shower on several occasions due to poor drainage on the

property, and were now having to move house) –

however, they did not appear to see this as a Melbourne

Water issue.


No demand for any extra work in this area.

But they do want to know that rising sea levels are being

planned for.


Security, safety and peace of mind (even if only seen as

relevant to certain people/areas)

Reduced insurance premiums

Sustainability through stormwater capture

Future proofing: important in the face of rising sea levels

IN THEIR WORDS: STORMWATER & DRAINAGE

37

“It helps with your insurance. It

skyrockets when you’re in

flood prone areas.”

“Makes you feel better about paying

the drainage charges. You think ‘oh

it’s so high’. But it’s not just

drainage.”

“I don’t associate Melbourne with flooding. That’s

a lot of money spent on flooding, when we get

nothing like what you see on the news in rural

areas.”

“It’s a lot of work, keeping the

stormwater drains at

capacity... but when it floods

you need it.”

“It is crucially and equally

important to manage flood risk

as it is to provide all of the

other services.”

“I didn’t realise Melbourne Water had anything to do

with the retarding basin that’s close to me. I have

been taking my dogs down there for 30

years. I watched that area being developed over all

those years... It provided family values for me, I used

that area a lot. Now it’s been totally revamped and it’s

a beautiful place to go; lots of families go there.” “They should already have it all under control. They have 100 years

behind them, so they should have an understanding of the plains.

The forward planning.”

“As the city grows and we concrete more,

the less water is able to seep into the soil.

Potentially flooding. There’s going to be

more run off on roads. Some authority

has to be responsible for managing it. It

all links in.”

“Taking all the information into

account and applying it in the

most intelligent way.”

“I think it’s important someone looks

after all of that – you see all these

reports where people get flooded in

towns to an extent I never thought

possible, so it’s good someone

plans for that.”

VALUE ADDED & INNOVATIVE APPROACHESViews on liveability initiatives,

integrated water management,

environmental stewardship and asset

value maximisation

39

LIVEABILITYAlthough a highly valued and increasingly important aspect of Melbourne Water’s work, it is valued less

in some instances (tree planting, pathways and recreational facilities) due to overlap with councils’ role

FEEDBACKVALUES – WHAT THIS

PROVIDES

• There was very little awareness – but pleasant surprise – to find that Melbourne Water is

taking responsibility for this aspect, which is seen to go beyond its core duties.

• Such initiatives such as enhancing access to waterways and surrounding areas are

expected to become increasingly important due to higher density living.

• Like the initiatives themselves, the benefits are multi-faceted:

• Rehabilitation of natural environments repairs past damage and beautifies the local

environment;

• Pathways, sports and recreational facilities promote physical and mental health and

wellbeing and social bonding opportunities;

• Urban cooling improves physical comfort, and tree planting is seen to help combat

climate change, while also slowing the flow of water through the environment.

• While all are clearly valued, they are also considered ‘nice to haves’. To a degree some

people struggled to ascribe value to these initiatives, particularly in a trade-off situation,

because they did not understand the role of councils vs. Melbourne Water in this regard.

There seems to be some expectation that if Melbourne Water didn’t do this, council

would just take over, outside of aspects which are clearly linked to Melbourne Water’s

role (e.g. creek naturalisation).

• That said, a common overarching concern around this work in Liveability was about how

much power Melbourne Water has to protect these initiatives and assets in the face of

growing population and high levels of development.

Enhanced quality of life

Quality family time

Mental wellbeing

Physical health, comfort

Sense of security that

someone is taking care of

this aspect at a whole-of-

Melbourne level

IN THEIR WORDS: LIVEABILITY

40

“I like it because if they weren’t doing it I

don’t know who would be, and the

councils vary so much.”

“I really liked the Greening

the Pipeline – bringing

nature back into suburbia.”

“Enjoyment of the outdoors.

Lifestyle and exercise. It

doesn’t cost you anything

directly.”

“The Dandenong Creek, they took a

healthy river and put a pipe in and

destroyed it. It’s important they take

it back to what it was… Fixing past

mistakes. I reckon that’s part of

enhancing the liveability.”

“Houses are getting smaller, there are no

backyards any more – so this is important

for future kids.”

“A sense of reassurance, that we’re living in

a really good city which provides good

services. I work all through the week and

during the weekend I want to live a bit. I want

a sense of safety and I get to enjoy all their

liveability initiatives. Enjoying green spaces,

parklands, walking, having beauty around

me, to align with my values and what

I enjoy.”

“The balance of essential services plus the

‘nice to haves’. It’s nice to have wetlands. It’s

nice to have lakes and rivers you can swim

in. It's nice to go walking on the tracks. For

me it’s GREAT to have. To enjoy my

community and be a part of my community.”

“I think they’re doing a great job. They're trying to improve. With the urban

jungle, it's there and we can’t knock it down. Expansion is not going to stop

so we should focus on this. It won't even matter if we have all these

apartments. We've looked after the waterways and we are ready to go!”

“Mainly it’s what they re doing for

me, for my kids, for their health.

They can go outdoors and swim

and be outdoors. People don’t do

it that much these days.... It's

there, you can do it, you can

do anything you want to do. I can

walk, I can bike.”

“It’s the basis for the future. If they can get all

this right it’s going to sustain and enable

future generations’ quality of life.”

41

INTEGRATED WATER MANAGEMENTA smart way of managing the future supply, and a natural extension of Melbourne Water’s core role

FEEDBACK VALUES – WHAT THIS PROVIDES

• Use of stormwater, rainwater and recycled water were strongly appreciated in

the face of growing population, finite resources and possible future drought.

• Impressive to learn about harvesting and ‘self-irrigating’ systems in local

parks/sportsgrounds, or in projects such as the Williams Landing park – a

sensible use of water which minimises waste and promotes affordability.

Balance – providing security of supply

as well as green spaces

Efficiency / less waste

Leadership & innovation

Within the follow-up survey, we also asked people if they were in favour or against certain sources of water being used to

contribute to Melbourne's water supply for non-drinking purposes – and the response was highly favourable:

2

3

6

8

2

19

13

15

73

76

84

Stormwater

Recycled water

Rainwater collectedfrom roofs (tank water)

Level of support for sources of water for non-drinking purposes

Strongly against Somewhat against Neither for or against Somwhat support Strongly support

Base: Follow-up survey participants (n=62). Q. To what extent are you in favour or against each of the following

sources of water being used to contribute to Melbourne's water supply for non-drinking purposes?

IN THEIR WORDS: IWM

42

“Suburbs are coming up like

mushrooms. It should go into new

suburbs like Tarneit. It’s helpful. It

brings more water, more green

areas.”

“Self preservation. If we don’t look after

nature it has negative effects that can

butterfly and affect us. Therefore we need

to keep those things in balance.”

“There is no eco-system around a pipe. Everything

around it contributes to the cycle of life. The air. If

you concrete it you take away the variety of life and

birds etc.”

“Anything that finds multiple

uses for the water is a good

thing – and I like that they

are being futuristic, not

resting on their laurels.”

“My parents live in a new estate and have the recycled water

tap, really handy. From what I have seen they use that for

everything – should be implementing it into older estates

now, like the NBN.”

“It’s about responsibility, being

responsible, we all have to play a

part. It’s not just Melbourne

Water. I’d love to be able to put in

a purple pipe myself for the

garden. It’s about everybody

being responsible, looking after a

resource.”

“I thought it encapsulated all the

others really. After they do all the

treatment, what happens then?

This seems to explain that. It

brought in all those other things.”

“Future generations, becoming the norm. it’s

about reuse reuse, not use use use. It’s

about creating a new everyday norm.”

43

ENVIRONMENTAL STEWARDSHIPThis element took more criticism than the others, due not to intention but rather how it was presented


PROVIDES

• This sense of looking after the natural environment for future generations,

especially in the face of climate change and urbanisation, was often seen as

critically important – and it was implicit in a number of aspects of Melbourne

Water’s work such as looking after waterways, wildlife and catchments, reusing

and recycling, and naturalising creeks.

• But although the intention and sentiment is appreciated, and rang true elsewhere,

the information provided here felt overly vague and political – both in terms of the

United Nations Global Compact and the Indigenous engagement.

• Indigenous engagement is considered important for a number of people, but when

presented in this way it seemed like a bit of an afterthought or less genuine, and

not integrated across Melbourne Water’s services.

Sustainability

Respect for the natural

environment

Respect for (and learning from)

Indigenous people

This section of the discussion also raised quite a few questions:

Any more detail about how Melbourne Water has consulted with Indigenous communities? (There are indications that some

are suspicious and want to be reassured that this is not tokenistic as they may have seen or heard about elsewhere.)

International collaboration: does Melbourne Water collaborate internationally, either to get more ideas or to provide and share

the benefits of its expertise?

How does Melbourne Water partner with the CSIRO, Bureau of Meteorology and various universities, and how strong are

these ties?

IN THEIR WORDS: ENVIRONMENTAL STEWARDSHIP

44

“We’re custodians not owners. We’re

here for a short time, and we need to

leave the environment the way we

received it or make it better.”

“They’re going hand in hand with nature,

not against nature. Trying to find out and

work towards keeping the environment so

everything thrives.”

“Focusing on climate change, Aboriginal

engagement and giving that voice

importance. That’s really important to

take into consideration when planning for

the future. It’s long overdue.”

“Interested in worldwide conferences. Getting knowledge from

elsewhere. Good they’re looking outside trying to get information

from other places and what effect it has on them. Better ideas.”

“You want to compete with the global standard for

environmental sustainability. On a liveability

scale. You don’t want to hear about our city falling

behind because we didn’t care about something.”

“We need to work with other countries to

ensure the world and the future. It’s a

bigger picture thing.”

“Good they have a

master plan into the

future and can pass

information onto

countries with specific

problems.”

45

ASSET VALUE MAXIMISATION (AKA “MAKING THE MOST OF IT ALL”)The community appreciated Melbourne Water’s endeavours to make the most of all its assets, and to

open up its land for public use where possible


PROVIDES

• Seen as a prudent, community-minded and wholistic way to operate – “going the extra

mile”.

• The benefits here are multi-faceted, covering both liveability (e.g. birdwatching,

aqueduct trails) and sustainability (e.g. biosolids, co-digestion) – with the sustainability

aspects being particularly appreciated.

• Views on the specific sub-services themselves have been largely covered elsewhere in

this report, aside from birdwatching. Although birdwatching had limited appeal, it meant

a lot to a minority, for similar reasons to other Liveability initiatives, and no one was

opposed to it (assuming it is relatively cost-neutral).

• Some also mentioned that they had been – or were interested in going – on tours of the

Treatment Plants, which they saw as a valuable and interesting educational

experience.

• Some appreciated the opportunities this represented to reduce costs or even generate

economic benefits (e.g. through co-digestion).

Enhanced quality of life

Reduced waste – towards

sustainability

Pride

Fiscal prudence, responsibility

IN THEIR WORDS: AVM

46

“It’s like with animals when they kill them.

They use every part of it. Nose to tail. It’s

a precious thing. You have to find ways to

use the whole thing.”

“Everyone is benefiting from it,

agriculture included.”

“It’s good, it’s a bit like recycling, like

with the drain pipes turning them into

cycling paths. It’s about making the

most of what you’ve got and it gives

back to the community.”

“It’s great they’re making it

available. It’s not that

expensive and it would help a

lot of people to be able to go

and see the birds there.”

[Birdwatching] “I’m personally not

interested but it sounds great for other

people. I might be interested one day.”

“It’s good they put in that little bit extra to

give us a nicer place. They don’t have to

spend that money on that track, but it’s

that bit extra.”

“Again it’s diversifying, forward

thinking, innovation, being

progressive. Benefits everyone

in the end. Sustainable.

They're looking at other ways

of doing things, making things

better. Making sure we have a

future.”

“Most schools will do an excursion to

a treatment plant. They could

incorporate other things into it during

the day.”

VALUE PLACED ON SERVICESRelative values of specific

activities, and the trade-offs

48

To understand the relative value placed on the various

services, participants individually allocated 100 points across

21 different service aspects. Similar to an activity conducted for

the Urban Water Strategies and Melbourne Water Systems

Strategy regarding the value of different water uses, many

participants found this forced choice exercise difficult. They

homed in on what was personally important to them, and to

basic survival, though often feeling uncomfortable about not

having more points for more ‘altruistic’ activities.

Paramount was the supply of clean drinking water for its health

benefits – achieved via water capture, treatment and transfer.

Many made the distinction between the core services

(particularly water supply) as being the ‘sustenance of life’, and

the value added approaches which were described as a ‘bonus’

or ‘luxury’. These are nice to have, but it was felt they shouldn’t

come at the expense of Melbourne Water’s essential services.

Recycled water also held significant appeal and reflected a

perceived community obligation to recycle/re-use precious

resources to secure water supply. The desalination plant also

provided this sense of security.

A few focused on education as a pillar to managing water into

the future, and a wise long-term investment. Some with strong

environmental values were drawn to activities that supported

wildlife and action against climate change.

POINTS EXERCISE TO REVEAL RELATIVE VALUES‘Core’ services most valued… innovative approaches also much appreciated

Base. All research participants (n=79). Q: We’d like to understand how much you value the various services and aspects of Melbourne Water’s work discussed this evening.

To do this, we’ve given you a budget of 100 points. Please allocate these points across the services in the table on the next page, to indicate how much you value them.

Allocate the most points to the services you value the most, to as many or as few items as you wish, and you don’t have to give points to every service. See detailed

descriptions provided in Appendix.

1411

766

6655

43333333222

10

Water capture and storage

Water treatment

Recycled water

Sewage transfer and treatment

Water transfer

Having the desalination plant

Generating energy via sewage treatment

Education

Stormwater harvesting

Flood risk and drainage

Creation of recreational facilities

Generating energy through water flows

Urban cooling initiatives

Open spaces for recreation

Environmental flows

Emergency flood response

Creating biosolids

Creek naturalisation

Conducting waterway surveys

Shared pathways

Birdwatching opportunities

Other

Average Points Allocated

= core service

= approach

HOW PEOPLE DECIDED TO ALLOCATE POINTS

49

“I culled half of the

activities straight away

and focused on the most

important things to me

which was supply and

waste management. I

believe this should be the

core job of Melbourne

Water, anything else is a

bonus.”

“I gave more points to the

environmental ideas because I

think more needs to be done to

tackle climate change, as this is

the main issue for humans and

affecting the water supply. I

gave less points to recreation

related points as I don't see this

as hugely important.”

“The task wasn’t difficult.

All the work is valuable but

I have a bias towards

sustainability and

environmental

stewardship. While

sewage treatment is

essential it’s a bit hard to

get excited about it.”

“It was very easy to allocate points. The activities I gave more

were in regards to recycling and reusing water because it is so

important. In case of drought we need to be prepared and we

want, as humans, the continuous supply of water that we are

used to.”

“I only gave points to what was more

important to me. I believe we as a

community need to explore as many

ways as possible to recycle and

reuse. Melbourne Water has shown

they are committed to recycling as

much as they can and are continuing

to work towards more efficient uses of

our waste products. All my points

were awarded to these areas but this

is not to say the rest was not

important, it was just that recycling is

a focus of mine.”

“There were several activities, if not all, that merited points.

However it basically came down to a separation between wants

and needs. More points were given to activities that were

considered crucial to supply, flow, quality and efficiency of use.

Less points, or no points, were given to activities that were

considered to be luxuries that could be spared without

compromising supply, flow, quality and efficiency.”“I gave the most

points to water

treatment and

storage as I think this

is probably their top

priority to ensure

safe and healthy

drinking water and

also that they do not

run low on water

supplies.”

“I found this task easy, I gave

most points to education as I

think this will help mitigate a lot

of future problems. I gave less

points to recreational activities

as I don't feel like these should

be Melbourne Water’s

responsibility.”

“I guess I was quite selfish with the ratings and really thought

about what was important to me and my family. Quality of water

was the most important aspect and forward planning and

research. Parklands, green spaces, the way of the future -

living inner city, high density; this is a real concern for me and

my children when they purchase homes. Not interested in bird

watching facilities - what a waffle.”

50

Evident through group discussions and the points allocation exercise, the core services deemed most valuable – water

supply (particularly clean water) and sewerage – were at the most fundamental level of Melbourne Water’s services. Like

Maslow’s Hierarchy of Needs, they fulfil the bottom level of the pyramid here – survival, health and hygiene. This also reflects

the fact that one of the most commonly held personal values overall was health.

As one moves up the hierarchy, the interest in recycled water and, to a lesser extent, the desalination plant allays concerns

for water security and offers greater hope for sustainability moving forward.

Liveability initiatives were valued less than core services, however they help to

facilitate higher-level values around family, friends and belonging. Particularly

recreational activities and open spaces which can be enjoyed by everyone.

Drainage and flood management was not as high a priority (mainly because

the types of floods in Melbourne were seen to be more of an inconvenience

than a health or survival issue), however it was deemed important by some.

Those who cited their own flooding experiences felt that Melbourne Water was

the appropriate custodian of this responsibility, even though some wanted

assurance of its powers in terms of planning controls. Managing flood risks

brings peace of mind as well as safety.

Towards the tip of the pyramid are other value adding activities that Melbourne

Water provides – environmental restoration initiatives, asset value

maximisation and waterways protection. While these were valued less than

others, a small number of participants valued these particularly strongly. They

saw a ‘bigger picture’ and the flow-on effects of poor environmental practices,

in terms of the impacts on water, wildlife, nature and people. In providing

greater balance to nature, these services also provide peace of mind to these

individuals. The physical and mental health benefits from being near and in

waterways and green spaces was often noted.

RELATIVE VALUESService types are valued in similar fashion to Maslow’s Hierarchy, from basic survival through to balance

SEGMENTATIONHow personal values resonate with

Melbourne Water’s services

52

One of the research objectives was to explore and understand apparent segments within the community who have different

levels of knowledge and place different values on Melbourne Water’s services and approaches. This insight should be useful

for targeting communications and engagement, and potentially future services. Our qualitative analysis suggests there are six

segments who sit along a spectrum of outward, wholistic worldviews through to a more inward, individualised focus.

QUALITATIVE SEGMENTATIONIn analysing personal values and service views, six hypothesised segments emerged, sitting broadly

along a spectrum spanning from a more global focus to a more personal, inward focus

Balance for

nature

Responsibility to

future

generations

Pragmatism &

future planning

Water & health

respecters

Safety, security &

fiscal

responsibility

Family &

household

oriented

Global focus Internal focus

Those at the ‘internal focus’ end of the spectrum in the Family &

household oriented group were more concerned about the water

capture, supply and treatment – having water come out of the tap

to ensure survival, health and hygiene for themselves and their

families, with a focus on convenience and affordability. The

‘extras’ that Melbourne Water provides which enhance liveability

more generally weren’t as much of a priority.

Those with a more ‘global focus’ were bigger-picture thinkers who

appreciated the value-added approaches and saw water as a

crucial part of a delicately balanced and compromised system.

With a strong environmental conscience, they enjoyed a close

connection with nature and a desire for greater balance. Social

benefits of healthy waterways and surrounds were also key.

Many sat somewhere in between these extremes, ranging

from being focused on the future for different reasons (for

their own family vs. wise use of resources in a more

populated world), to being more focused on physical and

mental wellbeing, and those who were more fiscally driven.

Notably, this segmentation is more about values, attitudes

and behaviours rather than knowledge of Melbourne Water,

given that knowledge levels are so limited. While knowledge

does not appear to be a key segment indicator, it could be

hypothesised that those with the most knowledge would be

in the Safety, security & fiscal responsibility segment.

Newgate expects there are further insights to be gained

through work to validate and quantify this

segmentation.

53

QUALITATIVE SEGMENTATION IN FOCUS

Value

segment

Balance for

nature

Responsibility to

future

generations

Pragmatism &

future planning

Water & health

respecters

Safety, security &

fiscal

responsibility

Family &

household

oriented

Personal

values in

life

• Balance

• Nature

• Compassion

• Sustainability

• Spirituality

• Responsibility

• Family

• Affordability

• Justice

• Education

• Security

• Pragmatism

• Financial reward

• Risk management

• Ambition, wisdom

• Health

• Respect

• Family

• Equality

• Honesty, trust

• Faith

• Helping others

• Responsibility

• Security

• Hard work

• Family

• Happiness, fun

• Creativity

• Kindness

• Convenience

Standout

services &

approaches

valued

• Waterways:

protect & restore

for nature’s sake,

education (e.g.

Frog App), health,

sustainability

• Catchment

protection

• Waterways:

family, ‘backyard’

• Innovative

products: reduce

waste, consider

future generations

• Sporting grounds:

social & health

• Future planning to

secure supplies

• Innovative and

world-leading (e.g.

biosolids, biogas):

security, pride

• Recreation: water

sports, twitching

• Water supply +

sewerage: health

• Waterways:

beauty, pride,

belonging

• Liveability: health,

public purse

benefits

• Water supply:

survival

• Drainage

• Development

controls

• AVM: fiscal resp.

• Not: desalination –

too costly

• Water supply and

treatment: to

provide for family,

drinking, hygiene

• Not: liveability –

not outdoors fans,

and not AVM –

boring, irrelevant

Notable

qualities,

concerns,

interests

• Need to restore

balance; nature

has inherent value

• Broader system

conscious,

worried about the

human footprint

• Easy to engage

• Parents or

grandparents of

young children

• Low / single

income

• Concerned about

pollution – e.g.

littering, emissions

• Sustainability

minded – very

conscious of

working to better

use and not waste

finite resources

• Innovation really

inspires them

• Water contributes

to their own health

(physical / mental)

• Worried about

population growth

• Survival focus

• Financial benefits

in water initiatives

• More conservative

• Climate change?

• Older profile

• Engaged, strong

views, some lack

understanding e.g.

want more dams

• Affordability is key

• Relatively

disengaged

• Happy to take

water for granted

• Focused on

looking after own

family, social

interactions

Global focus Internal focus

54

QUALITATIVE SEGMENTATION: IN THEIR OWN WORDSParticipant quotes provide further insight into these segments

“I love how beautiful Melbourne is. We have beautiful nature as well as

a city where anything you need is attainable. I love how there are parks

filled with vegetation, lakes and rivers at every corner and I also love

how there are sports fields open to the public just about anywhere you

go. Being someone who is heavily into playing sport, keeping fit and

healthy, this is something that I greatly appreciate and understand the

importance of. Melbourne has pretty much anything you could want.

Being vegan over the past 2 years has also taught me how good

Melbourne actually is in catering to this choice… And lastly I love how

Melburnians are generally a pretty friendly and casual bunch of people.”

“The creeks and waterways provide great animal life, we

enjoy taking our daughter to see the ducks. Keeping these

waterways clean is important so these fun activities can

continue. … Since having a child I’m borderline

environmentally conscious. I can’t stand all these water

bottles. I feel like there's more of a world, more of a

timeframe past just me. She’s not even two but I’m already

thinking about the next generation – I want them to be able

to see the platypuses too.”

“It’s important to have green space too,

so we’re not just all built up on top of

each other. You’ve got to have a

balance, otherwise everyone suffers; the

animals, people. You need a good

environment to make it liveable for

everyone… With the population build-up,

a lot of animals are losing their homes.

We’ve lost certain species of frogs etc….

In the last 5 years they’ve done a heap

of work on our wetlands in Hampton

Park, to make sure the water flows

properly, and it’s starting to bring birds

and wildlife back…. You need nature

and wildlife; they contribute in their own

way and there needs to be a balance.”

“I go down to the wetlands

a lot, watch the birds, do

paintings; the beauty is

just so important, and we

go to the parks a lot with

my grandchildren. I teach

them the names of all the

trees. It’s important to

create more awareness in

young children so they

use resources more

wisely than us, and

appreciate them.”

“Providing fresh drinking

water for my family, my

kids, and the parks and

Edithvale wetlands for

them to enjoy and helping

out with the frogs and

platypus and wildlife to

have in the future. When I

have grandkids, I’m

looking to the future. I

want future generations to

be able to enjoy that.”

Balance for nature Responsibility to future generations

“All of this interests me,

but with ‘Making the most

of it all’, they’re looking at

ways to make water

available not just to those

who live by a river. It

covers quite a lot of

things: birdwatching,

recycling, public access to

water, which is important

to us not just to drink but

also to be near because of

the negative ions that are

good for our health.”

55

QUALITATIVE SEGMENTATION CONT’D

Participant quotes provide further insight into these segments

“I feel good knowing that we recycle so

much of our waste water and that it is

going back to the environment. I am

amazed that almost everything is

recyclable and that we already have

the infrastructure and capacity to do it.”

“They’re not just using resources,

they’re also producing electricity –

enough to run the entire plant; that’s

astounding!”

“Great information and very pleasing to

know there are many programs in

place to help sustain and develop our

waterways and wetlands including

planting of new vegetation etc.

Fantastic: ‘A 50 Year Community

Vision’! But hopefully 'actions' speak

louder than 'words’!... Positive and

proactive planning, and like the old

saying "in times of peace prepare for

war“. Pleasing to see!”

“We definitely need

green spaces. It's

nice to not live on top

of each other! And

having spaces like

this adds to the nice

landscape and makes

things less

depressing… To me

it’s about planning for

the future, and the

renewables, they’re

really paving the way

for our children and

their children’s

children. For

example, instead of

putting the waste in

landfill, they’re using

it; the biosolids, and

they’re using

stormwater for the

gardens.”

“It’s my number one priority.

Without that I can’t do

anything else. I love water.

It’s my top priority above

everything else. I need it to

get healthy, so I have no

more kidney stones. I drink

about 5 litres a day.”

“Your body is around 75% water. I go overseas and don’t drink as

much water and you can see it when I’m back. My skin, my mood.

Clean showers are so important. You feel weak and lethargic

without drinking enough… Now I know the amazing things that

are being done with sewage water, I won’t feel so bad when I’m in

the shower for a little longer than normal…”

“I note that most new estates have man made waterways with

bike paths and walking tracks around them. What a great way to

try to keep the health and wellbeing of people today where the

rate of obesity and diabetes is at plague proportions. I see more

and more people walking not just with their kids but also their

pets. If this helps make our Fat Society healthier then it’s a great

idea and Melbourne Water should be commended for this.”

“Connection to nature. To keep

part of this city having its

natural environment included –

it’s about getting back to your

roots. Gives me a sense of

peacefulness. When you go

somewhere and there’s nice

surroundings it gives you a

feeling of peace and harmony.”

Pragmatism & future planning Water & health respecters

56

QUALITATIVE SEGMENTATION CONT’D

Participant quotes provide further insight into these segments

“I object to all these high rises; there’s no

grass or trees, it’s just concrete and the

water just runs straight off, doesn’t get a

chance to soak in to anything…Water

supply is the most important of all. I object

to the fact that the government has

changed the rules so they’re not allowed to

build any new dams… Everyone should

have the ability to have a water tank, that

would save a lot of the water that’s going

out into stormwater… And then there’s all

this development in new areas that the

mains just doesn’t cope with.”

“It is a relatively safe city with a

clean environment and there is a

sense of equality and justice.

There is good social support and

opportunities for self education, if

desired. There is a functional public

transport system and good roads.

Multiculturalism adds to our

landscape of good quality, varied

food as well as cultural and artistic

diversity. We have opportunities to

live in houses with a backyard,

townhouses or apartment blocks.

There is good educational and

recreational facilities for all

demographics.”

“Melbourne Water plays such a huge part in

delivering clean, safe water for all Melburnians, for

drinking, showering, washing etc. We take it for

granted that it's just there at the turn of a tap,

without really even thinking about how it gets to

us... In terms of sewerage, honestly if I wasn’t

doing this tonight I wouldn’t care or know about it…

Water sports? I would never do things like that;

doesn’t interest me. I can’t even remember the last

time we went to a park and fed ducks. And with the

‘Making the most of it all’, I’m not terribly interested

in this at all to be honest.”

“I don’t believe Melbourne Water is

actually preventing flood risks in

new developments – they don’t

have the final say; VCAT does. To

get more liveability projects done

they could reach out to community

organisations like the Rotary Club;

they do a lot of things Melbourne

Water possibly couldn’t afford.”

“You’re told to save, save, save and you’ll

save money but it gets to a point where

even if you use no water at all, you’re still

paying quite a bit… If we’re reusing

sewage as a resource, it’s like an infinite

source of water. We would become one of

the world’s best and we could be selling

our expertise and knowledge...

Economically it would be better – and our

water bills might go down.”

“How much are

they spending on

the frog thing? It’s

positive, but… I’d

rather see them

put in more

drinking water

fountains across

the city than

spend money on

birdwatching.”

Safety, security &

fiscal responsibility

Family & household

oriented

“The water we can drink

straight from the tap, in

many countries we can’t do

that. If we need water we

don’t need to go and boil it

or worry about what kind of

things are inside it. That

gives me comfort, makes

life easier, means if don’t

have to buy bottled water…

But flood management, that

was boring to me, just not

related to me.”

RESEARCH EVALUATION

58

During the follow-up survey, participants were asked to rate various aspects of the research process using a scale of 0 to 10

where a 0 meant ‘Very poor’ and a 10 was ‘Excellent’. The research program received very high ratings across the board,

including an average rating of 8.7 when assessing the overall quality of their experience.

RESEARCH EVALUATION Participants valued Melbourne Water’s services and were appreciative of the opportunity to say

how they really felt and provide meaningful feedback

RESEARCH ATTRIBUTE AVERAGE RATING*

The opportunities for you to say how you really feel 9.2

The opportunities for you to provide meaningful feedback on the topics 9.2

The quality of Melbourne Water’s services overall 9.2

The overall quality of the information provided 9.0

The facilitation of the research, including ensuring all participants could contribute 9.0

Melbourne Water’s openness and transparency 8.7

The diversity of people who attended the session 8.5

The overall value of participating for you personally 8.5

The suitability of the time and date 8.4

The suitability of the location 8.3

How would you rate the overall quality of this research experience? 8.7

Base. All research participants (n=79). Q: How would you rate the overall quality of this research experience? / And how would you rate the following aspects of

your research experience?

* NB. Average ratings exclude ‘Don’t know’ responses

IN THEIR WORDS: OVERALL

59

“Why do we never hear

much about what they do for

this state? It's very rare to

hear anything about them.”

“It’s very interesting to see the huge level of

responsibility when it comes to the most valuable

commodity in our life. Cheers to those who actively take

part making our lives liveable, knowing we are having

clean water for our various uses.”

“I think they’re honest, responsible,

professional, ethically minded. We

can take it for granted because

they’re doing such a good job.”

“They’re thinking of people not profit… they’re not profit

driven, not all about making money. They’re looking at the

environment and not the benefit to shareholders.”

“I guess just understanding how Melbourne Water plays such

a huge part in delivering clean safe water for all Melburnians.

We take it for granted that it's just there at the turn of a tap,

without really even thinking about how it gets to us.”

“

“For me, there is not enough awareness of what Melbourne Water does. I

would like you to take that back to them. They need to work on their side

to communicate the value of what they do. At least you would be more

willing to pay the water bill. And have more appreciation for the resource.”

“Tell people about this

work… Education is

sometimes the best

prevention.”

“Great insights you have provided in this presentation …

I will never look at a river, toilet flushing or park in the

same way again after studying this project. Keep up all

the good work and please work to keep the public

informed of your good work.”

“Very interesting. Cheered me

up to find out what great far

sighted work is being done.”

“Thanks for this amazing opportunity to review a

great water company like Melbourne Water.”

APPENDICESServices and Value Added

Approach Posters

SERVICES POSTERS

SERVICES POSTERS CONT’D

VALUE ADDED APPROACH POSTERS

VALUE ADDED APPROACH POSTERS CONT’D

POINTS ALLOCATION EXERCISE

65

CATEGORY SERVICE TYPE SUMMARY OF WHAT’S INVOLVED

Water supply

Water capture and storageManaging and protecting the catchments which our drinking water comes from (e.g. Yarra Ranges,

state forests)

Water treatment Treating water to remove bacterial contamination so it’s safe to drink

Water transfer Supply of water through our aqueducts and water mains

Having the desalination plant Having the desalination plant to provide additional water security for Melbourne

Education School and community education about the water cycle

Sewerage and

recycled water

Sewage transfer and treatment Sewage removed from homes and businesses and treated at our treatment plants

Generating energy through sewage

treatment

Biogas produced in sewage treatment is used to generate electricity and power the treatment

plants

Generating energy through water

flows

Mini-hydroelectric plants generating renewable energy as water flows through our network (9

current, 5 planned)

Creating biosolids Treating sewage to make a by-product called biosolids which can be used for (e.g.) fertiliser

Recycled water Producing recycled water from sewage for non-drinking uses (e.g. irrigation)

Waterway

health

Conducting waterway surveys Surveys of platypus populations, fish migration and frog Census (for example)

Environmental flowsReleasing extra water into rivers and creeks as needed to ensure healthy waterways, flora and

fauna

Drainage and

flood

management

Flood risk and drainageMaintaining stormwater drains, managing waterways and monitoring new developments to mitigate

flood risk

Stormwater harvesting Capturing stormwater, treating it and redistributing it for things like watering parks and local

industry uses

Emergency flood response Providing flood warnings and notifications

Liveability

Shared pathways Building footpaths and bike paths along waterways

Open spaces for recreationOpening Melbourne Water land to the public e.g. walking trails and recreational areas in wetlands

and parks

Creation of recreational facilitiesBuilding recreational facilities such as football ovals in retarding basins, children’s playgrounds,

BBQ areas

Urban cooling initiatives Planting trees and conducting greening projects which reduce the urban heat island effect

Creek naturalisationMaking our waterways as natural as possible e.g. replacing concrete walls with natural looking

banks

Asset Value

MaximisationBirdwatching opportunities Opening up our treatment plants to birdwatchers

Other (if there’s anything you want to add) Please specify:

“We’d like to understand how much you value the various services and aspects of Melbourne Water’s work. To do this, we’ve given you a

budget of 100 points. Please allocate these points across the services to indicate how much you value them. Allocate the most points to the

services you value the most. You need to use all 100 points. You can allocate points to as many or as few items as you wish.”

Sydney

+61 2 9232 9550

Level 18, 167 Macquarie Street

Sydney NSW 2000

Canberra

+61 2 9232 9500

John McEwen House

7 National Circuit

Barton ACT 2600

Melbourne

+61 3 9611 1850

Level 10, 120 Collins Street

Melbourne VIC 3000

Brisbane

+61 7 3009 9000

Level 14, 110 Eagle Street

Brisbane QLD 4000

community assessment of services · understand community knowledge, expectations and perceptions of...

Documents