Skill Transformation for Operational Staff in Modernised Delivery Systems Geoffrey Enever Manager Customer Service Goulburn-Murray Water

WHY? G-MW irrigation system undergoing major upgrade 100 years of –Passive assets –Manual operation –Paper based recording Replaced with Dynamic Flume Gate regulators and automated irrigation outlets System upgrade = Skill upgrade required

14,000 customers in six irrigation areas (channel network & pumped supply) Approx 12,000 customers access water from bores (groundwater) direct from rivers and streams (diverters) Other customers MDBA Other rural and urban corporations Hydro, leases, recreation, houseboats, licences Goulburn-Murray Water and our customers

Majority of 6,900km channel network is manually operated Channel automation improves control along the network Changed operation requirements = Changed skill requirement for staff Channel network Perth Sydney Channel automation

Paper based records

Staff well trained and knowledgeable in their field

Manual operations = Large OHS risk to staff and G-MW

$2.1 billion project to upgrade the gravity irrigation system Automated/dynamic assets Electronic components require new skills Much of the staff knowledge & equipment now redundant The Project is Here!

Dynamic operations

Electronic assets

Confusion

Training for staff Technical skills Electronic equipment 3 levels of training Trained staff become the trainers In house On the job

Equipment change Major change is the move to “In Field Computing” Required an item suitable to conditions User friendly for staff of varying skill levels Large staff involvement in selection

Issues - staff concerns Ability to adapt to: –New technology –Larger geographical area of responsibility Reduced staff numbers! Operating “Hybrid” system Continuing to train staff in operating a “Manual” system Reduced contact with customers

Outcomes – staff New skills achieved New career path Rewarding work Resignation of staff members! Central System Operations –24 hour customer contact –24 hour system monitoring –24 hour support to field staff

So Look at G-MW Now Central monitoring Increased training New Skills New Knowledge New Equipment New Career Confidence in future

From Manual to Automation

Summary How it Was Here it Is Look at G-MW Now WIN for staff WIN for customers WIN for G-MW

Questions ? Thank you for your time Contact details: Ph: