1. Modernisation Implementation Lessons An Operational Viewpoint Geoffrey Enever Head of Customer Service Goulburn Murray Water DM#3662766

2. WHY? To share our experiences and learning's Provide an Operators view of change Provide an opportunity to learn Provide an offer to share knowledge and staff

3. 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

4. Intention is to have approximately 3,000km of public channel network Remaining customer to be connected via private infrastructure Reduced number of Publicly owned assets Channel network Perth Sydney Resizing of the Network

5. Central Goulburn (CG) No 2 Channel A TCC Trial CG 1-4 project Future Flow Primarily Shepparton based Some work in CG 1-4 and NVIRP early works program NVIRP GMW Connections The Projects

6. So the lessons – The “Trial” If we could start again! –Be clear in what we can deliver –Improved information to the customer –Concentrate on more training for staff Need to be transparent/open –Probable alterations to historical operating levels –This was new technology Need to be aware and deal with carefully!

7. CG 1 to 4 Channels Had to overcome Negative Customer feedback of CG2 Small budget Was occurring as NVIRP arrived –Caused confusion for irrigators –Different rules for implementation Is currently being finalised Lesson – Customers do not care who is funding project! Want consistency.

8. Future Flow Primarily in Shepparton –Like for Like replacement –Limited opportunity for rationalisation –Suffered from NVIRP presence and different rules/funding

9. NVIRP and GMW Connections An external group working on a live asset Different priorities. –A project to deliver V the ongoing operational needs Communication needs to be of high level Customers confused! Now GMW Connections –no place to hide! More than modernisation – now reconfiguring the system

10. Some Considerations Greater education on meter operation and functions Don’t give option for Local Operate Need to be transparent/open in possible alterations to historical operating levels Make no promises on what outlet will deliver (On farm infrastructure can impact heavily)

11. Some Asset Concerns Potential for a single door to “Drown” and reduce measurement effectiveness Regulators designed to deliver flow of 125% of Capacity. Downstream structures may not handle this flow. Replacement of Multibay regulators with a single or two doors! –Will deliver the flow –Concern that velocity increases and causes disturbance of silt (Impacts the fruit grower filter) –Note this is a current concern and still being investigated

12. Staff Issues & Consultation Record, Record, Record –conversations, discussions agreements Train, Train, Train! Teach & Share! Be up front!

13. Some other items Staff 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

14. The Good!! System maintains a constant supply level. Outlets started and stopped as per irrigation order. Improved quality of life for customer. Assists with indentifying large water loss and theft. Improved Health and Wellbeing for staff & Customers. Reduction in outfalls. (Not good for drainage customers!!) Faults identified and solution provided quickly –Many times before customer knows Reduced number of field staff.

15. From Manual to Automation

16. Questions ? Thank you for your time Contact details: geoffreye@gmwater.com.au geoffreye@gmwater.com.au Ph: 03 58 263 633