Melbourne Water PO Box 4342 Melbourne Victoria 3001 Telephone 131 722 This publication may be of assistance to you but Melbourne Water and its employees do not guarantee that the publication is without flaw of any kind or is wholly appropriate for your particular purposes and therefore disclaims all liability for any error, loss or other consequence which may arise from you relying on any information in this publication. melbournewater.com.au © Copyright March 2012 Melbourne Water Corporation. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, photocopied or otherwise dealt with without prior written permission of Melbourne Water Corporation. ISBN 978-1-921603-16-7 Printed on FSC 100% recycled paper, manufactured as carbon neutral. Designed and produced by Milo&Co. Lead photography by Chris Kapa. Support images by Andrew Lloyd, Christian Pearson/Misheye, Ric Wallis and Jimmy Medallada. Setting our Strategic Direction OUR VISION Enhancing Life and Liveability Water is central to living. It sustains the communities we live in, the natural environment we value and the economy we depend on. We will improve the quality of life and prosperity of the region by providing safe, secure and reliable water services, desirable urban spaces and thriving natural environments supported by healthy waterways and bays. Every day, we will work with others to develop shared solutions to manage rainwater, seawater, stormwater and treated sewage as one integrated system. This approach will deliver the best economic, social and environmental outcomes for all, now and in the future. Setting our Strategic Direction 1 Our challenge Our commitment We can’t achieve our vision on our own. We need to work together with our customers and stakeholders to enhance liveability against the backdrop of population growth, increased urban density, a changing and variable climate, natural resource scarcity and community expectations for affordable services. We are committed to understanding and listening to our customers and stakeholders and working with them to deliver on our promises. We will build strong relationships and pool our knowledge and expertise to create better solutions. We will balance commercial, social and environmental goals to achieve the best possible results for our customers and the community. By being flexible, efficient and innovative, we will secure the water needs of current and future generations. Our people can count on a healthy, safe and supportive workplace that rewards innovation, integrity and achievement. We are passionate about working together every day to make Melbourne and the region a better place to live. We will work with others to achieve our vision. 2 Setting our Strategic Direction 3 Our customers We deliver services to many customers with the help of many partners. Melbourne Water is the wholesaler of Melbourne’s water supply and sewage removal and treatment. We are responsible for managing the water catchments, as well as the 8,400 kilometres of rivers and creeks and the major drainage systems throughout the Port Phillip and Westernport region. Our customers include the metropolitan retail water businesses, other water authorities, land developers and businesses that divert river water. The 1.8 million households who receive waterways and drainage services are also our customers. We listen to our customers and strive to meet or exceed their expectations. We deliver our services in partnership with others including government agencies, local councils, catchment authorities, contractors and suppliers. 4 Setting our Strategic Direction 5 Achieving our vision A better way of doing business Six key business activities underpin the achievement of our vision: service delivery, integrated water management, environmental stewardship, relationships, financial sustainability and organisational capability. We’re taking a fresh approach to the way we accomplish these activities by being more customer-focused, commercial, innovative, sustainable, engaging and adaptable. All our activities are supported by a constructive culture, technical expertise and a commitment to zero harm in the workplace where the safety of people is paramount. 6 Setting our Strategic Direction 7 OUR BUSINESS ACTIVITIES Integrated water management Our aim Contribute to a more sustainable, prosperous, liveable and healthy community by planning and delivering water supply, waterways and sewage services holistically. We will do this by: •Collaborating with customers and stakeholders to investigate new and diverse water resources •Contributing to further integration between water planning and urban development planning •Taking opportunities to achieve multiple benefits from our natural and built assets Service delivery •Sustainably managing catchments to protect water resources •Undertaking effective long-term planning with stakeholders to meet the needs of a growing population and address the forecast impacts of climate change and variability. Our aim Provide services which are valued by our customers. We will do this by: •Providing high-quality, safe and reliable drinking water and fit-for-purpose water from alternative sources •Providing safe sewage transfer, treatment and disposal •Protecting and enhancing the health and amenity of waterways and bays •Managing flood risk 8 •Managing the water supply system to meet urban, environmental and agricultural needs •Adapting our assets to address climate change and variability •Planning, operating and maintaining our built and natural assets efficiently by incorporating innovative and whole-of-life system approaches •Providing for continuity of service by improving the way we plan for, respond to and recover from extreme events. Setting our Strategic Direction 9 Environmental stewardship Our aim Protect the natural environment and ensure resource availability for future generations. We will do this by: •Meeting environmental obligations and minimising environmental impacts •Conserving biodiversity •Responding to climate change and variability through mitigation measures Relationships •Using natural resources efficiently •Minimising, recycling and reusing wastes •Preserving and promoting cultural heritage •Encouraging our suppliers and partners to apply sustainable business practices. Our aim Organisational capability Our aim Strengthen the capability of the organisation to deliver better customer and community outcomes. We will do this by: •Continuing to build a collaborative culture •Supporting and encouraging our people to take responsibility for health and safety •Developing a high-performing organisation that values innovation, customer service and commercial and technical expertise •Promoting diversity and flexibility to attract and retain a motivated and skilled workforce •Fostering a learning organisation that collaborates in research, embraces emerging thinking and adapts to new technology •Using innovative technological solutions to improve the effectiveness and efficiency of business processes. To be valued by our customers and stakeholders and a business of choice for our partners. We will do this by: •Strengthening relationships with customers, stakeholders and suppliers •Developing a deeper understanding of our customers’ needs Financial sustainability •Collaborating widely to find better solutions through knowledge sharing and genuine partnership. Our aim Maintain financial viability and increase business value. We will do this by: •Maintaining sound financial governance •Operating efficiently and managing commercial risk effectively 10 •Seeking and respecting customer and stakeholder views in our decision-making •Investing prudently and efficiently •Continuously improving business productivity •Earning a commercial return on investments. We understand that the best results are created when environmental, social and financial goals are balanced. Setting our Strategic Direction 11 OUR APPROACH We are passionate about working together every day to make Melbourne and the region a better place to live. Customer focused Innovative Engaging Customer success is a measure of our own success. We gain satisfaction from striving to provide cost-effective products and services that meet or exceed customer expectations. This is achieved by listening to our customers to understand their needs, valuing their contribution and being responsive. We always look for better ways to do things. We enjoy working with others to deliver creative solutions that are valued by our customers and partners. We believe we can achieve better outcomes by sharing knowledge and ideas. We engage our customers and stakeholders early to understand their perspective, share information and views, and encourage feedback to support our decision-making. We forge strong relationships and value a transparent and honest approach. Sustainable Adaptable The long-term interests of the community and future generations are integral to our decision-making. We take an ethical and responsible approach and know the right solutions are created when environmental, social and financial goals are balanced. We are open to change and flexible enough to embrace opportunities. We build resilience through sound planning, learning from our experiences and adjusting our approach when needed. We are prepared to make changes to achieve the best outcomes. Commercial We deliver services to our customers efficiently and maximise the value to our shareholder from our resources and investments. We will ensure our business is positioned to make the most of commercial opportunities and partnerships. 12 Setting our Strategic Direction 13 Melbourne Water PO Box 4342 Melbourne Victoria 3001 Telephone 131 722 This publication may be of assistance to you but Melbourne Water and its employees do not guarantee that the publication is without flaw of any kind or is wholly appropriate for your particular purposes and therefore disclaims all liability for any error, loss or other consequence which may arise from you relying on any information in this publication. melbournewater.com.au © Copyright March 2012 Melbourne Water Corporation. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, photocopied or otherwise dealt with without prior written permission of Melbourne Water Corporation. ISBN 978-1-921603-16-7 Printed on FSC 100% recycled paper, manufactured as carbon neutral. Designed and produced by Milo&Co. Lead photography by Chris Kapa. Support images by Andrew Lloyd, Christian Pearson/Misheye, Ric Wallis and Jimmy Medallada. Setting our Strategic Direction