NORMAS ESPECÍFICAS DE VALORACIÓN

There are a number of requirements that are business-wide and relate to each of Melbourne Water’s services. These corporate service requirements for the 2013 Water Plan period are set out in Table 4.5 and reflect various legislative requirements as well as internal targets determined in consultation with customers. These are significant business activities and in some cases reflect activities where significant capital expenditure or increased operating expenditure is proposed (see Chapter 7).

Table 4.5: Key corporate requirements and outcomes

Requirements Response Outcomes

Sustainable management  Comply with State and

Commonwealth Government obligations to monitor, report and improve energy efficiency

 Prepare formal plans, undertake energy efficiency audits

annually, identify, implement and report progress on energy reduction actions

 Improve energy efficiency and maintain compliance with State and Commonwealth

Government obligations  Comply with Commonwealth

Government National Greenhouse and Energy Reporting System to estimate and report annually on energy and greenhouse gas emissions and purchase emission permits for direct greenhouse gas emissions under the new carbon pricing scheme

 Annual reporting of direct and indirect greenhouse gas emissions and purchase of emission permits

 Measure direct greenhouse gas emissions from ETP and WTP to confirm emission estimation methodology and maintain compliance with State and Commonwealth Government obligations

 Offset 85% of Melbourne Water’s greenhouse gas emissions by 2017–18, in line with the target of net zero emissions by end of December 2018 Customers

 Complaints referred to EWOV responded to within established time

 Review systems and processes to minimise EWOV cases, and where they do eventuate, resolve them in the shortest possible time

 Implement the ‘Think Customer’ Strategy to increase customer focus within business

 100% of complaints referred from EWOV responded to within established timeframe

 Provide more responsive service

and improve reputation  Measure and track our reputation and use the results to improve our organisation’s service

 Improved business

responsiveness as reflected by an improved reputation score. Target for 2012-13 is 70% and will increase by 2% every two years, with a target of 72% in 2014-15 and 74% in 2016-17, consistent with the timing of the survey.

Planned service outcomes over the 2013 Water Plan period

46 Melbourne Water 2013 Water Plan

Requirements Response Outcomes

Community

 Effective community committee and community consultation processes – SoO

 Develop and implement open and transparent processes to engage customers, stakeholders and the community

 Achieve 85% committee satisfaction with the operation or function of the community committees

 Effectiveness of community

educational programs – SoO  Make information available to the public about our services, significant projects and assets  Make educational resources

available for schools about the services Melbourne Water provides

 Achieve 90% satisfaction with education programs

Corporate services obligations

Managing assets

 Develop and implement plans, systems and processes to efficiently manage assets

 Continue to review assets in line with agreed Asset Management Systems.

 Ensure assets are managed to maintain standards and conditions of service, while minimising whole-of-life asset cost of providing the service

Managing risks

 Ensure that risks to Melbourne Water’s assets or services are identified, assessed, prioritised and managed, having regard to ISO31000

 Continue to refine risk management practices and controls by:

 Implementing an organisation- wide Quality Management System (ISO9001)

 Implementing an integrated risk management software system

 Improved risk management document control and efficiency  More dynamic, efficient and

improved recording and reporting and risk management

Managing incidents and emergencies

 Develop an emergency management plan(s) for incidents and emergencies covering all hazards and measures

 Develop and make available to the public a policy detailing Melbourne Water’s approach to dam management in responding to flood events

 Undertake such periodic training and exercises as may be necessary to ensure the emergency management plan and business continuity plan are tested and can be implemented effectively

 Conducting a comprehensive review of security and emergency management systems

 Develop and make available to the public a policy detailing Melbourne Water’s approach to dam management in responding to flood events

 Incident and emergency management training

 Ensuring continuity of services in the event of an

incident/emergency  Up-to-date and effective

procedures for managing incidents/emergencies  Public policy developed and

implemented addressing the use of dams in flood events

 Relevant staff trained and practiced in incident/emergency management procedures

Planned service outcomes over the 2013 Water Plan period

Melbourne Water 2013 Water Plan 47

Information Technology projects, which are corporate activities, are a key enabler for Melbourne Water to efficiently and effectively deliver outcomes across all of its products.

The proposed key performance indicators for corporate requirements and outcomes are included in Appendix 3. There are two changes relative to the 2008 and 2009 Water Plans. Firstly, in 2011 the greenhouse gas emissions and renewable energy targets were reviewed by Melbourne Water in consultation with water retailers. These include an 85% reduction in total emissions by 2017–18. Melbourne Water will discontinue its renewable energy target at the end of the 2009 Water Plan. Additionally, Melbourne Water will no longer measure greenhouse gas reduction against a baseline – instead it will measure the proportion of total operational emissions offset. This change in methodology aligns with the National Greenhouse and Energy Reporting Act 2007 and reflects that a baseline becomes increasingly irrelevant as zero net emissions are approached.

Consistent with our new Strategic Direction, a new key performance indicator reflecting an overall reputation score is proposed for the 2013 Water Plan period. This will be measured by a reputation survey and an online annual customer survey, and reflects Melbourne Water’s increased customer focus and improved business responsiveness.

Melbourne Water 2013 Water Plan 48