我们的水,我们的声音

Our Water, Our Voice\r\n

Sydney Water is serious about listening to our customers and planning our future in partnership with them. We are always engaging and listening to customers and have just started a new special wave of listening and learning, called Our Water, Our Voice. Starting in September 2022 and spanning 12 months, Sydney Water is undertaking a thorough listening exercise to understand our customer’s expectations of us and their priorities for the future.

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我们的水,我们的声音

悉尼水务公司非常重视倾听客户的意见,并与他们合作规划我们的未来。我们一直在倾听客户的声音,并且刚刚开始了一种新的倾听和学习浪潮,叫做“我们的水,我们的声音”。从2022年9月开始,为期12个月,悉尼水务公司正在进行一次全面的倾听,以了解客户对我们的期望和他们对未来的优先事项。


Why are we doing this?\r\n

Sydney Water is Australia’s largest water utility, with nearly 5.3 million customers, who naturally have different lifestyles, priorities, and concerns. We need to regularly check-in with our customers to ensure we’re hearing these diverse voices. 

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On top of that, we are always developing and evolving our short- and long-term business plans to meet the needs of our communities. These help define our work and priorities. We can’t do that without aligning with our customers' expectations.

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This work will also be used to determine how much our customers will pay for water until the end of the decade. Sydney Water’s current price period ends in 2025 and we need to plan for our next submission to our regulator, IPART, which is due in 2023-24. IPART’s final determination sets the maximum price Sydney Water charges customers for water, wastewater, and stormwater services.

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So, the submission we lodge to IPART needs to have our customer’s insights, expectations, and priorities at its foundation, as we want our customers paying a fair price for a fair service, and what they get from their bills to be shaped by them.

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我们为什么要这么做?

悉尼水务公司是澳大利亚最大的水务公司,拥有近530万客户,这些客户自然有着不同的生活方式、优先考虑的事情和关注的问题。我们需要定期与客户沟通,以确保我们听到了这些不同的声音。

最重要的是,我们一直在制定和发展我们的短期和长期业务计划,以满足我们社区的需求。这些有助于确定我们的工作和优先事项。如果不与客户的期望保持一致,我们就无法做到这一点。

这项工作也将被用来确定我们的客户在这个十年结束前将为水支付多少钱。悉尼水目前的价格周期到2025年结束,我们需要计划下一次向监管机构提交报告,IPART预计将于2023-24年到来。IPART的最终决定设定了悉尼水务公司向客户收取的水、废水和雨水服务的最高价格。

因此,我们向IPART提交的意见书需要以客户的见解、期望和优先事项为基础,因为我们希望客户为公平的服务支付公平的价格,而他们从账单中得到的是由他们决定的。


How are we listening?\r\n

We’ve embarked on a 12-month listening exercise with research specialist Kantar Public which will reach thousands of customers across the Greater Sydney region.

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Our engagement will be inclusive and entail deliberative forums, focus groups, workshops, one-on-one in-depth interviews, online sessions, and surveys.

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We are ensuring we are reaching all corners of the community, including First Nations people, multicultural communities, people with a disability and those who are financially vulnerable and local businesses we serve. 

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We also engage regularly with our Customer & Community Reference Group, an independent group of customer representatives and experts who review our research findings and provide input into our plans and regulatory submissions, to ensure that they are in the best interests of our customers.

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我们怎么听?

我们和研究专家开始了一项为期12个月的听力练习坎塔尔公共这将覆盖大悉尼地区的数千名客户。

我们的参与将是包容性的,包括讨论论坛、焦点小组、研讨会、一对一深入访谈、在线会议和调查。

我们正在确保我们的服务覆盖到社区的各个角落,包括第一民族人民、多元文化社区、残疾人和经济弱势群体,以及我们服务的当地企业。

我们还定期与我们的客户和社区参考小组进行接触,这是一个由客户代表和专家组成的独立小组,他们审查我们的研究结果,并为我们的计划和监管提交提供输入,以确保它们符合客户的最佳利益。


Where does the feedback go and what will it influence?\r\n

The Our Water, Our Voice project will provide the customer insights Sydney Water needs to inform our three key regulatory submissions. These submissions include:

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  1. Our price submission to IPART
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  3. Our operating licence and customer contract
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  5. Our Long-Term Capital and Operational Plan (LTCOP)
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We have also committed to using the feedback to help influence and build our long-term business plans and our enterprise plans.
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The rich insights won’t be used just once but drawn on multiple times.

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反馈会去哪里?它会影响什么?

“我们的水,我们的声音”项目将为悉尼水务公司提供客户洞察,为我们提交的三个关键监管文件提供信息。这些意见包括:

  1. 我们提交给IPART的价格
  2. 我们的营业执照和客户合同
  3. 我们的长期资本和运营计划(LTCOP)

我们还承诺利用反馈帮助影响和建立我们的长期业务计划和企业计划。

丰富的见解不会只用一次,而是会被多次利用。

We will keep customers updated on this webpage at the end of each of the four phases, to relay the high-level findings and insights from our engagement sessions – so you are a part of the journey.

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我们将在四个阶段的每一个阶段结束时,在这个网页上向客户提供最新信息,以传递我们参与会议的高水平发现和见解——因此,您是旅程的一部分。


More information\r\n

We will keep customers updated on this webpage at the end of each of the four phases, to relay the high-level findings and insights from our engagement sessions – so you are a part of the journey.

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If you would like to contribute or get involved in our research activities, then please contact SW.Strategic.Engagement@kantar.com.

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A full report outlining our four-phase approach to our customer engagement will be available shortly.

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更多的信息

我们将在四个阶段的每一个阶段结束时,在这个网页上向客户提供最新信息,以传递我们参与会议的高水平发现和见解——因此,您是旅程的一部分。

如果您想投稿或参与我们的研究活动,请联系我们SW.Strategic.Engagement@kantar.com

一份概述我们在客户参与方面的四个阶段方法的完整报告将很快发布。


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