mutual learning for social...
TRANSCRIPT
MUTUAL LEARNING FOR SOCIAL CHANGEFINAL REPORT FOR YARRA VALLEY WATER
2011
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Acknowledgements
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Table of Contents
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Executive Summary
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A International and Local Review
C Users' Manual & signage Modify scope
Draft
UTS trial of Wostman UDT Proposed UTS trial
E WorkshopRevised concept plan
Community Info Evening
B Pre-installation Interviews
Pilot inteviews scoped
F Post-honeymoon Support Interviews
D ‘The Toilet Papers’ Diary Early diary distribution
distribution & plans to continue
Briefing for YVW staff to distribute
Task dis-continued
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J Evaluation of Learning new task agreed
Workshop and report
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First post-installation interviews (prelim analysis report)
Remaining post-installation interviews
Incentive offered for return of diaries
Interviews and briefing paper
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Installation, NATA testing, trial report
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%:*-;'C= Pilot interviews
(analysis report)Pre-inst. interviews
(analysis report)
vii
!Delivering better outcomes through
social learning
THINK. CHANGE. DO!
! IS
F, U
TS The Kinglake project represents the cutting edge
of innovation by an Australian water utility
!! First urine diversion trial with ‘regular’ residential customers (vs. ecovillage)
!! New decentralised wastewater technologies !! YVW infrastructure elements within residential
boundaries !! New modes of servicing (eg. nutrient management
system) !! Qualitative social research to support introduction of
new socio-technical systems
YVW recognised that sustainable socio-technical innovation requires an understanding of social perspectives 2!
! IS
F, U
TS
YVW approached ISF to draw out social learning
3!
International UD experience
Local UD experience
•! Sustainability implications of global phosphorus scarcity for food security (Dana Cordell) •! Collating international UD case studies •! Social research on UD case studies – Sweden (Dena Fam)
UTS urine diversion trial •! Tools to gather user perspectives •! Evaluate learning by the project team •! Aust Standards Technology testing •! Industry engagement
The Kinglake project was an opportunity for mutual benefit so ISF co-invested to extend the social research
ISF has been actively engaged in the UD space for a number of years now!
3!
! IS
F, U
TS
Our project on mutual learning engaged both Kinglake residents and YVW staff
4!
Engagement tools
!Capturing community
perceptions
Articulating organisational
learning
Kin
glak
e
Res
iden
ts
YVW
St
aff
•! User manuals •! Bathroom door posters •! Community info session •! Pilot interviews •! Pre and post installation interviews
•! Drawing out and formalising learning for YVW, Kinglake and the Water sector •! Capturing and transforming individual learning into organisational learning
Multiple perspectives on the same issue provides insight into how best to move forward 4!
! IS
F, U
TS
5!
Rigorous social research alongside technological trials provides better outcomes
There were many points of interaction between YVW’s work program and ISF s social learning project
5!
! IS
F, U
TS
At the same time ISF was gaining 1st hand experience in its own UD trial
6!The social, technical, communication and regulatory insights were
shared with YVW 6!
! IS
F, U
TS
7!
Bushfires increased the complexity of an already complex project!
•! Timing - speed and scale of installation •! Number of participants – incentives and motivations changed •! Sensitivity in engagement – apprehension in communication •! Retrofit to greenfield – cost, increasing water tank size
YVW
•! Expectations of project timing •! Emotional resources and skills required for social research •! Constantly changing information eg. household numbers,
technical challenges of technologies, customer perceptions, timing
ISF
•! Motivations for uptake changed, greater influence of financial incentives •! Regulatory requirements for increased tank sizes questioned the
validity of the greywater system •! Accepting systems without understanding the implications
Residents
!and brought surprises all round! 7!
! IS
F, U
TS
The social research revealed that the end-user is often left out of the equation
!! International & local literature review showed manuals are rarely tailored to support the user in using new technology
!! There was inadequate consideration of end-user habits at Kinglake in the modelling for technology selection eg. frugal water use habits
!! Product manufacturers, on whom YVW and users depended for performance/maintenance information, failed to provide realistic, practical information.
8!
End-user acceptance is the make or break issue for the successful adoption of socio-technical innovation 8!
! IS
F, U
TS Pre-installation interviews provided feedback on
motivations, concerns and feedback on management
9!
Emerging themes Sample of illustrative quotes
Motivations for uptake ranged from: •! Economic •! Environmental •! Felt they had no choice •! Peer influence
“Cost wise, it’s good you guys are doing it ’cos that does take that burden off us. ! in the long term we are going to have a system that we’re not going to have too many problems with.”
Pride in pioneering innovation “I think, all in all it’s a great idea and I’m very proud that we can be part of something.” “I think it will be a bloody! “come have a look at our loo!”
Additional costs concerns: •! energy •! sewerage fees •! maintenance & operation
“The systems not energy friendly, we have 3-4 pumps and we don’t want that, its a lot of power. How much is it going to cost us?”
Viability of Greywater system “!I've put in a 106,000 litre water tank so I'm not worried about grey water in a sense” 9!
! IS
F, U
TS Post-installation interviews captured challenges
residents faced throughout the trial
10!
Emerging themes Sample of illustrative quotes Dealing with tradesmen •! Communicating with plumbers •! Coordinating tradesmen
“Unfortunately we had a lot of problems between the builders and...Schultz because there was lack of communication between them”.
Blockages “We have small blockages, and a big blockage when we first moved in, we only get small ones”
Functionality of UD toilets •! odour •! cleaning •! faecal separation •! toilet flushing
“We have had odour issues because it’s (urine tank) been emptied. we’ll see how it goes this time...it only started when it emptied (the urine tank)”.
•!Adapting to using new systems “Look, I mean we can’t say anything bad about the system. I don’t have any issues. The initial teething problems with the alarms going off, they all got sorted!”
10!
! IS
F, U
TS
Clear paths are needed for social learning outcomes to land so they are acted upon
11!
Reflecting on weaknesses as well as strengths leads to improved practice
EARLY SUGGESTIONS MADE BY RESIDENTS
IMPLEMENTED UNDER DIFFERENT DRIVERS, MANY MONTHS LATER
•! Process for auditing contractors work
•! Project manager mediation with tradies
•! Establishing clear complaints process eg. fault line
11!
! IS
F, U
TS YVW s commitment to inspiring innovation meant
openness to organisational learning
12!
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CLEAR PROJECT OWNERSHIP, RESPONSIBILITY & ACCOUNTABILITY WAS AN OVERARCHING THEME
! IS
F, U
TS
There are increasing drivers in sustainable innovation in nutrient recovery
13!
It is therefore not whether technological change should occur, but how to strategically manage a transition toward P sustainability!
International Australian
pilots Industry interest
•! Dutch energy, nutrient and water factories
•! QLD – Currumbin •! WA – Peppercorn Creek •! NSW – UTS trial •! Vic - Kinglake
•! LendLease (Banagaroo) •! City of Sydney •! National Garden Industry Assoc (NGIA) •! Inclusion of UD in the UTS masterplan
PUSH •! P depletion •! Climate change •! Regulatory requirements
PULL •! Growing interest from industry
13!
! IS
F, U
TS
14!
Social research contributes and adds value to all four elements of YVW’s organisational strategy
Social research is needed to draw together the different elements of the YVW strategy
Customer Engaged in what YVW advocates
Environment •! Within carrying capacity •! Sustainable backlog service •! Reduce nutrient discharge
Efficiency Cost effective services
Culture Energising, inspiring, encouraging innovation & excellence
SOCIAL RESEARCH
Customer feedback on choice of technology
Engaging residents in use of technology
Promoting residents as innovation pioneers
Customer perceptions on cost •! O&M cost to customer
Articulating organisational learning
14!
! IS
F, U
TS
Summing up and moving forward!
!! The project enabled reflective social learning by YVW, which improves capacity for innovation
!! Leading innovation is more complicated than we expected: –! Including end-user’s experiential knowledge would have smoothed
the trial and improved outcomes for YVW and residents –! From a sustainability perspective, UD is the best way to recover P,
but UDTs are not quite there yet! –! Integrating the innovation program with existing systems needs
attention –! Installing systems on resident properties requires a whole different
set of skills Rigorous, qualitative research supports technological trials by
unveiling the social implications of innovation
15!