Nintex > Case Studies > Gippsland Water: Enhancing Efficiency and Customer Experience with IoT

Gippsland Water: Enhancing Efficiency and Customer Experience with IoT

Technology Category

Analytics & Modeling - Computer Vision Software
Sensors - Utility Meters

Applicable Industries

Equipment & Machinery

Use Cases

Intelligent Urban Water Supply Management
Leakage & Flood Monitoring

Services

Training

About The Customer

Gippsland Water is a leading supplier of high-quality water, wastewater, and waste recovery services in regional Victoria, Australia. The company is responsible for meeting the needs of 65,000 customers across 43 towns, including seven industries of national significance. Gippsland Water is committed to providing the best service to its customers while striving to do more with less. The company is focused on enhancing efficiency, lowering tariffs, reducing costs, and maintaining high-quality services. Gippsland Water also aims to eliminate double handling and increase staff engagement.

The Challenge

Gippsland Water, one of the largest suppliers of high-quality water, wastewater, and waste recovery services in regional Victoria, Australia, was faced with the challenge of meeting the needs of 65,000 customers in 43 towns, including seven industries of national significance. The company was tasked with the question of how to provide the best service to customers while doing more with less. The ultimate goal was to enhance efficiency by lowering tariffs and reducing costs from the business while still maintaining high-quality services. The company also aimed to eliminate double handling and increase staff engagement. The challenge was to transform the way the company worked, improve processes, and increase efficiency.

The Solution

Gippsland Water embarked on a three-year journey of process mapping using Nintex Promapp as their improvement tool. The project began by differentiating between core, support, and management processes. The key processes that tied everything together were then prioritized. Nintex Promapp enabled the project team to visibly represent all the processes across the company, making it easy to plot and identify which business unit was accountable for which process. The intuitive flow of the process mapping tool allowed the team to transparently show how each process directly linked to Gippsland Water’s vision of providing efficient water and wastewater services for a healthy community environment. The tool also integrated with existing setups, eliminating the need to create new processes and procedures. The company also incorporated their training videos into Nintex Promapp.

Operational Impact

The operational results of Gippsland Water's process improvement project were significant. Within a year of using Nintex Promapp, the company saved AUD$250,000 in wasted costs. The process mapping tool also improved the company's interaction with property developers and people looking to buy or sell houses. In the call center, Gippsland Water now resolves 90 percent of customer calls at the first point of contact, a significant improvement from the previous rate of 60 percent. The company attributes these results to a better understanding of processes, data automation, and data cleansing. The project also served as a staff engagement tool, involving all staff and showing how their work directly affected the business and its customers. An unexpected result was the creation of stronger links throughout the organization as individuals saw how their work contributed to the overall vision.

Quantitative Benefit