Achieving more for customers with less.

Gippsland Water saves AUD$250k in year 1, eliminates double-handling and sees an increase in first-call resolution for customers.

Business benefits.

  • Enhanced customer experience

  • Cost savings of AUD$250k in the first year

  • Increase in customer service first-call resolution

  • Elimination of double handling

  • Increased staff engagement

Gippsland Water is one of the largest suppliers of high- quality water, wastewater and waste recovery services in  regional Victoria, Australia.

Charged with meeting the needs of 65,000 customers in  3 towns including seven industries of national  significance, Gippsland Water embarked on a journey to  transform the way it worked. Chief Operating Officer Peter  keels reflects that back at the planning stage, the  question was: ‘How do we provide the best service to  customers and, at the same time, do more for them with less?’

Ultimately, it was all about efficiency – lowering tariffs  and stripping costs from the business while still  maintaining high quality services.

Using Nintex Promapp as their  improvement tool, Gippsland Water began a three-year  journey of process mapping – with the ultimate goal of  increasing efficiency by improving processes. Within a  year of using Nintex Promapp, big improvements were already evident, saving the company AUD$250,000 in wasted  costs. 

Challenging the way things were done.

Contemplating what the high-level value changes to the business were, Peter began the project by differentiating between core, support and management processes. Then,together with the project team, he prioritized the key processes that tied everything together.

‘With this in mind, our starting point was to ask everyone to look at and challenge the ways in which they were doing their tasks,’ says Peter.

Peter says staff began asking themselves three questions: why they were doing a process, did they need to do it, and could they do it more effectively and efficiently?

Nintex Promapp enabled the project team to visibly represent all the  processes across the company, so they could easily plot and  dentify which business unit was accountable for which process.

Then, thanks to the intuitive flow of the process mapping tool,  the team could transparently show how each process directly  inked to Gippsland Water’s vision of providing efficient water and wastewater services for a healthy community environment.

No need to recreate the wheel.

Initially staff were wary, thinking they’d have to create new  processes and procedures, but as Nintex Promapp easily integrates with existing set-ups this wasn’t an issue. Peter says it was also great to be able to incorporate their training videos into Nintex Promapp.

‘Nintex Promapp is far more than a process mapping tool; it’s very  instinctive for people to use and is very well designed. As a tool, it has helped transform the language used in our business.’

Saving AUD$250,000 in wasted costs.

The results were ‘eye-opening’ and began within a year, saving  the company AUD$250,000 in wasted costs.

One area with a startling result was Gippsland Water’s  interaction with property developers and people looking to buy or sell houses.

‘We transformed a function that used to take up to ten days and  now deliver results within a few seconds. This is a great result  for our customers.’

Another benefit for customers has been in the call center.  Gippsland Water now resolves 90 percent of customer calls at  the first point of contact, a big improvement on the previous rate of 60 percent.

Peter attributes these results to having a better understanding of processes, data automation and data cleansing.

Creating staff engagement.

Gippsland Water used the process improvement project as a  staff engagement tool, getting all staff involved as a means of  showing how their work directly affected the business and its  customers.

An unexpected result of the journey was the creation of  stronger links throughout the organization, as individuals saw  how their work contributed to the overall vision.

‘We also had a cross-department team voluntarily drive the  process change work. This has been key in getting people  involved,’ says Peter.

‘When people saw other team members or mates give up  their time to support this project, it made them more willing  to come on board and believe in what we were trying to  achieve.’ 

Looking ahead.

Now, thanks to Nintex Promapp and the techniques they’ve learned,  Gppsland Water is tackling new projects, including how it bills  customers and the development of a customer  relationship package. ‘It’s a continuous improvement plan. By using Nintex Promapp we’ve been able to improve techniques and  provide a faster turnaround time for a lot of our functions.’

 

Nintex Promapp has really helped us to enhance our customers’ experience with us.

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