greg staveley manager business customer delivery august 2013 managing backflow program growth –...
TRANSCRIPT
Greg Staveley
Manager Business Customer Delivery
August 2013
Managing Backflow program growth – Issues and solutions
The Sydney Water approach
Operational
• Covers an area of 13,000 km2
• 21,000 km of water mains
• 4 million customers
Properties
• 1.6 m residential
• 50,000 commercial
• 26,000 Industrial
• 1.2 million water meters
2005 that was then….
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This was then…2005Project to program
8000 properties / customers
11500 containment devices
Target growth of 2000 new customers annually
200 installation audit inspections
Backflow team – Manager, 4 Administrators, 1 Team leader, 1 Technical Advisor
Issues Unsupported standalone database
No integration into SWC source systems
Large amounts of manual administration
Process bottlenecks
Growing backlog of work –new customers, inspections and annual test follow up
Could not meet our growth targets
Document storage and retrieval problems
High exception rate with test reports
Reporting and staff engagement
Business case - risks High and medium risk properties not managed effectively –
risk of drinking water contamination resulting in sickness or death.
Failure to comply with our Operating License (public health)
Failure to comply with State Records Act
Inability to track and monitor changes in property and meter details, track compliance
Inability to manage backflow customer growth
Benefits Meet Protect public health requirement in our Operating
License
Enable growth of program
Process improvement, automation
Improve customer experience
Accurate reporting
Lower operating costs through reduction in labour
Across the line Business case approved
$1.8M expenditure approved on basis of risk to public health, operating license compliance
15 months of IT development
Integration across source systems
Outsourced print, scan, data capture under Tender arrangement
Web portal for on line lodgement
Solution looks like..
Developer
Backflow Database
Source databases
Reports Exceptions
Scan
Letter issue
Inspections
Property
CMS
Letter issue23 template letters
Initial installation
Annual test
Non compliance – initial install, annual test, device installation
Restriction / disconnection process
Extension requests
Automatic follow up / date driven issue.
Letter process Request to install device
Initial install
Letter sent
Final reminder
Disconnection notice
Initial reminder
30 days60 days 21 days 7 days
Water supply to be restricted or Disconnected
On line lodgement Developed to benefit plumbers
Less work for plumbers. System partially completes on line form for plumber. Input Property number
Registration – only Backflow accredited plumbers
Web listing of registered plumbers for customers
Customised print version include logo / name of plumber
Mandatory fields - low exception rate..
High take up rate
Where are we now? 24500 properties / customers
27 011 devices
1300 registered accredited plumbers for web
100% of all test reports are lodged on web
26000 letters issued annually
Program compliance is 90% (install and annual test)
1 Manager, 2 System and Work Coordinators, 1 Technical Specialist
Relationship management with high value / risk customers
Backflow Risk Index
Backflow Risk Index Tool to prioritise process risk in the High hazard category.
Criteria and weightings
Top five - Primary producers, drum manufacturers / re-conditioners, irrigation (chemical injection), poultry farms and pest controllers.
Description
Volume, Size of Water Connection
5-10
Degree of Industry Regulation
5-15
No. of backflow X connection risks
5-40
Owner Operator -(financial, higher risk)
5-15
Complexity of pipework
5-15
Negligent use of equipment
15-30
Probability of piping change (incl temporary)
5-10
On site work practices
5-20
Where to from here?
Mobile phone application – web lodgement
Expressions of interest – Backflow database as a product. Web lodgement, letter templates and issue, reporting, inspections database.
Potentially under License Arrangement
Cost and timeline still to be confirmed
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Questions?
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IT model