MAKING AND KEEPING CUSTOMER PROMISES: SYDNEY WATER’S APPROACH TO PUTTING CUSTOMERS AT THE HEART OF EVERYTHING WE DO

摘要

Sydney Water has embarked on an ambitious transformation program to become a customer centric service organisation. At the heart of this transformation is a new operating model and organisation structure designed to ensure organisational focus and capabilty to deliver exceptional customer outcomes now and in the future. As a part of this operating model, Sydney Water is building new and strengthening its existing customer centric capabilities and establishing a new team to provide direction and drive improvements in customer experience across the entire organisation. This paper explores how these capabilties are being built and deployed across Sydney Water and how they are translating into improved customer experiences.