Business Performance Policy

Goulburn Valley Water provides water and wastewater services to customers under requirements set by its many stakeholders, in an efficient, effective and sustainable manner.  

Goulburn Valley Water is committed to undertaking its business activities to meet the Key Performance Indicator (KPI) measures required by stakeholders.

KPIs provide Goulburn Valley Water with quantifiable business performance goals and set strategic business direction for the Authority.

These KPIs are stated in the current Corporate Business Plan, Customer Service Code and specific stakeholder documents such as licences and agreements.

These KPIs have been set or are monitored by various stakeholders, including the:

• Essential Service Commission (ESC) e.g., Customer Service Code, Customer Charter, customer service measures.

• Environment Protection Authority (EPA) e.g., environmental licence compliance measures.

• Department of Sustainability and Environment (DSE) e.g., financial and water supply requirements.

• Department of Human Services (DHS) e.g., water quality requirements.

• Workcover e.g., staff occupational health and safety reporting.

Performance against the KPIs will be monitored, reviewed and periodically audited. Business processes will be continuously improved to develop the practices to achieve the performance measures and provide the training, procedures and systems where necessary.

Performance against KPIs will assist the Authority in achieving good industry practice and improve the delivery of our services to our customers and meeting the requirements of our stakeholders.

Senior Management will communicate the content of this policy to our employees, customers and stakeholders. Customer service related KPIs will be communicated to customers though our Customer Charter and our website.
 

Laurie Gleeson

CHIEF EXECUTIVE OFFICER                                                

August 2005