YARRA VALLEY WATER’S 2020 STRATEGY

2

TOWARDS 2020

THINKING FROM THE FUTURE

3

Time

Per

form

ance

STRATEGY HIERARCHY

4

4

Commitments (6)

Outcomes (18)

Achievements (TBA)

Board / MD

General Managers

Divisional Managers

Purpose

DISCOVERING WHAT MATTERS MOST

5

• What is distinctive about

YVW?

• What are the concerns that

distinguish YVW?

• What is of fundamental

importance to YVW?

THE GOLDEN CIRCLE

6

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

7

YVW 2020 STRATEGY PURPOSE

8

EXEMPLARY SERVICE

9

IN HARMONY WITH THE ENVIRONMENT

10

MAKING EVERY CENT COUNT

11

ZERO HARM

12

EXTRAORDINARY PERFORMANCE

13

TOGETHER WE ACHIEVE GREAT THINGS

14

15

2020 TARGETS: WORKING BACK TO 2014

17

EXAMPLE TARGETS

18

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

19

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

20

“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

21

2001

2013; N = 511

2013

CULTURE TRANSFORMATION

22