CITIZENS’ “How do we increase customer and community participation in decision making?” JURY Pat McCafferty Yarra Valley Water June 2018
YARRA VALLEY WATER PURPOSE
18 MONTH RESEARCH & INSIGHT ROADMAP
WHY A CITIZENS’ JURY? • Empowering customers • Increasing participation and transparency • Complex challenges & trade-off decisions • Seeking a ‘considered view’ • Constraints of shorter deliberative forums
CITIZENS’ JURY: THE CHALLENGE “We need to find a balance “We need to find a balance between price and service which is fair for everyone. between price and service which is How should we do this?” fair for everyone. How should we do this?”
THE INFORMATION PACK .
STAKEHOLDER ENGAGEMENT • Briefings on Jury process • Observe the Jury • Regular updates • Online engagement portal • Stakeholder & Jury nominated expert witnesses
JURY JOURNEY .
SNAPSHOT https://www.youtube.com/watch?v=0CsD2-cz4c0
JURORS’ REFLECTIONS FOR YVW BOARD Why its important that YVW is committed to putting their customers at the centre of their business… • “ensuring pricing is fair… • …promotes a positive and interactive relationship with their customers and the communities they serve… • …facilitates progression to a more sustainable future by involving their customers in the decisions that impact on customers’ lives ”
WHAT CUSTOMERS EXPECT AND VALUE As a customer, I value… As a customer, I expect… support for customers water that is having difficulty safe to drink paying their bill water and saving water now so it’s available in sewerage services that I can rely on the future modern, flexible fast response and service and advice effective restoration that suits my needs of my service when it is interrupted looking after the environment Targets for each element backed by $1.5M annual Guarantee
TYPICAL RESIDENTIAL BILL IN REAL TERMS*
YVW REFLECTIONS • Democracy in action • Holistic remit • Independent voices • Trust the process • From individual to community perspectives • Resource intensive • The wisdom of crowds
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