yarra valley water's 2020 strategy
TRANSCRIPT
YARRA VALLEY WATER’S 2020 STRATEGY
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TOWARDS 2020
THINKING FROM THE FUTURE
3
Time
Per
form
ance
STRATEGY HIERARCHY
4
4
Commitments (6)
Outcomes (18)
Achievements (TBA)
Board / MD
General Managers
Divisional Managers
Purpose
DISCOVERING WHAT MATTERS MOST
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• What is distinctive about
YVW?
• What are the concerns that
distinguish YVW?
• What is of fundamental
importance to YVW?
THE GOLDEN CIRCLE
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WHY “Are you communicating
from the outside-in, or the”
Are you communicating from the
outside-in, or the inside-out?
Inspiring leadership begins with
Why.
“ ”
Simon Sinek – Author and TEDTalk Presenter
People care when they have an emotional connection.
YVW’S PURPOSE
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YVW 2020 STRATEGY PURPOSE
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EXEMPLARY SERVICE
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IN HARMONY WITH THE ENVIRONMENT
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MAKING EVERY CENT COUNT
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ZERO HARM
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EXTRAORDINARY PERFORMANCE
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TOGETHER WE ACHIEVE GREAT THINGS
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2020 TARGETS: WORKING BACK TO 2014
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EXAMPLE TARGETS
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Water Quality Complaints at all time low
% of customers with an
interaction that agree service
was outstanding
% of customers agreeing Value Proposition is
delivered
Outperform WP3
infrastructure indicators by
10%
% of customers agree YVW
service is value for money
WP4 contains strategies to halve service
failures
EXAMPLE TARGETS
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GHG Neutrality
Complete 1st IWCM Plan that informs backlog
& spills programs
Innovations that demonstrate new
possibilities in water and sanitation services
Environmental river flows not compromised
% of customers and
stakeholders that agree YVW
looks after environment
Discharges under Nutrient
Cap
EXEMPLARY SERVICE: CUSTOMER VALUE PROPOSITION
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“I can rely on Yarra Valley Water to provide great
drinking water. They safeguard community health
by effectively removing wastewater and running
their operations in a way that looks after the
environment. They are highly responsive when I
need them and they help customers experiencing
difficulty paying for essential water and sewerage
services. I’m confident they will meet my needs
now and in the future.”
CULTURE TRANSFORMATION
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2001
2013; N = 511
2013
CULTURE TRANSFORMATION
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