WSAA Occasional Paper No 14 June 2005 This report aims to provide a framework to guide water utilities when working with their communities in planning…
As customer needs and community expectations evolve the water industry needs to match the pace of change in order to keep up. The future customer wants to be at the centre of the design process for a seamless experience and ability to engage meaningfully on decisions that impact them as a community.
Understanding stakeholders and communities
Community response to climate-resilient water sources varies significantly around the world. Research commissioned by the Australian Water Recycling Centre of Excellence revealed that long-term planning, extensive stakeholder engagement, and a legislative program is essential.
Research highlights that successful stakeholder engagement programs:
- integrate communication engagement early into planning processes with key stakeholders
- implement a two-way dialogue over time
- address community attitudes not just technical aspects
- occur over time in a water security context which avoids emergency decision making.
There were three components to this research and some key research outcomes.
Matters that influence community acceptance
Research by Victoria University found factors influencing community acceptance of potable water reuse include the quality and consistency of the community outreach, levels of water scarcity and perceived levels of environmental benefit. Their five reports address a key influence.
An investigation into successful community engagement programs, conducted by the University of NSW, Australia, synthesises qualitative research results and implications for community engagement practices, and the design of media strategies.
Enhancing risk communication
A study by Griffith University and The University of Queensland identifies enablers and barriers to effective risk communication, plus strategies to deal with the challenges in building confidence in potable water reuse projects.
WSAA provides a number of groups for utility members to connect
- WSAA Customer Resource Network - Where customer service practitioners initiate projects and share experiences, case studies, and research.
- Non-Residential Customers Group - Share strategies, structures, and research on non-residential customers.
- Discover the customer research priorities for the Australian Water Industry here
WSAA Occasional Paper No 7 August 2002 This study aims to develop a cost reflective pricing methodology for an integrated urban water supply system (based…
WSAA Occasional Paper No 6 2002 This paper outlines a method to establish a framework to help evaluate both the benefits (from the customers’ perspective)…