1. Greg Staveley Manager Business Customer Delivery August 2013 Managing Backflow program growth – Issues and solutions The Sydney Water approach

2. Operational Covers an area of 13,000 km 2 21,000 km of water mains 4 million customers Properties 1.6 m residential 50,000 commercial 26,000 Industrial 1.2 million water meters

3. 2005 that was then….

4. 4 This was then…2005 Project to program 8000 properties / customers 11500 containment devices Target growth of 2000 new customers annually 200 installation audit inspections Backflow team – Manager, 4 Administrators, 1 Team leader, 1 Technical Advisor

5. Issues  Unsupported standalone database  No integration into SWC source systems  Large amounts of manual administration  Process bottlenecks  Growing backlog of work –new customers, inspections and annual test follow up  Could not meet our growth targets  Document storage and retrieval problems  High exception rate with test reports  Reporting and staff engagement

6. Business case - risks  High and medium risk properties not managed effectively – risk of drinking water contamination resulting in sickness or death.  Failure to comply with our Operating License (public health)  Failure to comply with State Records Act  Inability to track and monitor changes in property and meter details, track compliance  Inability to manage backflow customer growth

7. Benefits Meet Protect public health requirement in our Operating License Enable growth of program Process improvement, automation Improve customer experience Accurate reporting Lower operating costs through reduction in labour

8. Across the line Business case approved $1.8M expenditure approved on basis of risk to public health, operating license compliance 15 months of IT development Integration across source systems Outsourced print, scan, data capture under Tender arrangement Web portal for on line lodgement

9. Solution looks like.. Developer Backflow Database Source databases Reports Exceptions Scan Letter issue Inspections Property CMS

10. Letter issue 23 template letters Initial installation Annual test Non compliance – initial install, annual test, device installation Restriction / disconnection process Extension requests Automatic follow up / date driven issue.

11. Letter process Request to install device Initial install Letter sent Final reminder Disconnection notice Initial reminder 30 days60 days 21 days7 days Water supply to be restricted or Disconnected

12. On line lodgement Developed to benefit plumbers Less work for plumbers. System partially completes on line form for plumber. Input Property number Registration – only Backflow accredited plumbers Web listing of registered plumbers for customers Customised print version include logo / name of plumber Mandatory fields - low exception rate.. High take up rate

13. Where are we now? 24500 properties / customers 27 011 devices 1300 registered accredited plumbers for web 100% of all test reports are lodged on web 26000 letters issued annually Program compliance is 90% (install and annual test) 1 Manager, 2 System and Work Coordinators, 1 Technical Specialist Relationship management with high value / risk customers Backflow Risk Index

14. Tool to prioritise process risk in the High hazard category. Criteria and weightings Top five - Primary producers, drum manufacturers / re- conditioners, irrigation (chemical injection), poultry farms and pest controllers. Description Volume, Size of Water Connection 5-10 Degree of Industry Regulation 5-15 No. of backflow X connection risks 5-40 Owner Operator - (financial, higher risk) 5-15 Complexity of pipework 5-15 Negligent use of equipment 15-30 Probability of piping change (incl temporary) 5-10 On site work practices 5-20

15. Where to from here? Mobile phone application – web lodgement Expressions of interest – Backflow database as a product. Web lodgement, letter templates and issue, reporting, inspections database. Potentially under License Arrangement Cost and timeline still to be confirmed

16. For more information Greg.staveley@sydneywater.com.au

17. 17 Questions? 17

18. IT model