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Australia's Customer Stewardship 2017 Exemplars

Lighting the way

The customer stewardship framework highlights the growing community of practice that is evident in Australia and as a result, eight industry exemplars help complete the picture as to what good customer stewardship looks like and how it is being practiced in Australia.

Exemplars 2017

Sydney Airport is an excellent example of customer-centred design and innovation, which are encompassed in Principle 5. In an Australian first, Sydney Airport’s ASA committed to developing a service level framework that includes a set of customer-focused KPIs aimed at improving the quality and efficiency of operations to support the success of airline partners.

The KPI framework now generates objective and reliable data that guides Sydney Airport’s investment decisions for large infrastructure projects as well as operations. Read full story.

Transport for NSW exemplified customer-centred design (Principle 5), stakeholder management (Principle 3) and innovation (Principle 8) through the implementation of its Opal Card, a smartcard ticket system and open data that is a catalyst for an innovative software and app developer community. Read full story.

Transurban’s LinktGO project is helping customers be better informed, with greater choice (Principle 2), through innovation (Principle 8). Casual customers expressed both a need and a preference for greater choice and flexibility in accessing and paying for their toll road services. LinktGo, GPS-based smartphone app that enables real-time information exchange with customers, removing the need for customers to commit to an account in advance of travel, install a tag or buy a time-limited pass. Read full story.

South East Water (SE Water) is planning for uncertainty by involving customer and stakeholders (Principles 3, 5 and 7), enabling risk to be a catalyst for innovation (Principles 8 and 9). Through long-term planning SE Water understands the impact that population growth and volatile weather patterns have on its long-term ability to service customer needs. As part of its strategy to create alternative water supplies, SE Water is trialling new technology to develop smart systems to manage water and reduce reliance on potable water. Read full story.

Port of Brisbane is an excellent example of customer-centred design (Principle 5) and innovation (Principle 8), with the organisation investing in sensor and data networks that has enabled the Port to increase the size of vessels processed without requiring expensive and environmentally challenging dredging to increase the physical capacity of the channel. Since privatisation, Port of Brisbane has also been effective in implementing large-scale network planning with major capital works integrated into the Port’s operations. Read full story.

EastLink provides a valuable case study about managing risk (Principle 9). As part of its focus on actively managing sustainability and minimising energy and carbon consumption, EastLink identified that tunnel ventilation system, which were used to maintain constant air flow through each tunnel portal, lacked speed control. In 2017, EastLink upgraded the tunnel ventilation and software systems with ten large, more efficient variable speed fans. The result was that EastLink reduced electricity usage and power costs, with GHG emissions cut by 6,441 tonnes CO2-e a year. Read full story.

EnergyAustralia exemplifies choice (Principle 2) and innovation (Principle 8). Technological innovation is central to EnergyAustralia’s efforts to improve customer choice and transparency with the organisation recently launching the Redback Smart Hybrid System, which will allow a customer to schedule major appliances including electric hot-water systems, air-conditioners or even pool pumps to run when there is excess solar power available. It means households don’t have to draw energy from the grid during peak times. Read full story.

VicRoads approach to introducing 24/7 clearways on Melbourne’s Punt Road is an example of stakeholder management (Principle 3) enabling better use of existing infrastructure of a major arterial road. A major parking study was conducted with VicRoads aiming to speak to everyone who lived or worked along the affected stretch of road. The final decision to designate the road a 24/7 clearway was accompanied by supporting people through the change through alternative parking sites in the area, using vacant VicRoads land. Read full story.

The Better Infrastructure Initiative has used the customer stewardship framework as a filter to examine and highlight the growing community of practice that is evident in Australia. As a result, eight industry exemplars have been identified to help complete the picture as to what good customer stewardship looks like and how it is being practised in Australia.