Yarra Valley Water: A Successful Change Programme for a Corporatised Water Utility

Yarra Valley Water, a corporatised water utility achieved the significant efficiencies that are promised from the move towards privatisation. At the same time it substantially improved the quality of service delivery to its customers. It demonstrated that substantial benefits can be achieved with a minimal investment through leveraging existing information systems. The use of enterprise modelling that contributes to an "holistic" view of the organisation's information and processing in Customer Services contributed greatly to successful integration of these existing systems. Crucial to all of this was the willingness of the organisation to transform itself to one dedicated to "best" customer service and asset management. The experience of Yarra Valley Water provides lessons relevant worldwide, but especially for developed economies. First, achieving efficiencies and improving service quality are not mutually contradictory. Second, these benefits can be accompl...

• Type: Conference
• Year: 2000
• Where: ECIS
• Authors: J. Brudenell, Geoff A. Sandy
• Keywords: ECIS 2000, ECIS 2004, Enterprise Modelling, Minimal Investment, Yarra Valley Water