Barwon Water Smart Meter CX

Barwon Water is rolling out 41,000 digital meters to enhance operational efficiency and sustainability.

Summary

Project Overview

Barwon Water initiated the SMART Networks Program to revolutionise its water and sewer systems through advanced digital SMART meters. The initiative aims to enhance data collection and operational efficiency while elevating customer experiences. As part of its Proof of Value Phase, the program plans to deploy 41,000 SMART meters by 2029, transitioning from reactive to proactive water management

Objective

To design and implement a customer-centric, technology-driven SMART meter rollout that addresses operational challenges, enhances customer engagement, and promotes sustainable water practices.

Outcomes

Enabled Barwon Water to transition from reactive maintenance to proactive management.
Improved customer engagement through tailored communication and intuitive technology solutions.
Strengthened organisational readiness for future innovations in water management.

Approach

Discover

Conducted comprehensive research to understand current processes, customer needs, and operational capabilities.

Define

Articulated a clear vision for the future state of smart meter customer experiences.
Developed customer-centric strategies, including value propositions and tailored communication plans.

Design

Designed and tested low-fidelity prototypes to validate solutions against customer needs.
Aligned project goals with business objectives through iterative reviews and refinements

Key Insights

Customer Needs

High demand for personalised communication and real-time water usage data.
Strong interest in sustainability and water conservation education.

Operational Challenges

Need for scalable technology solutions to handle large-scale deployments.
Importance of streamlining customer onboarding and engagement processes.

Deliverables

Customer Value Propositions

Continuous flow alerts, water usage analysis, and personalised education tailored to customer segments.
Simplified occupancy change processes and appointment scheduling.

Service Design Artefacts

Comprehensive customer journeys and personas capturing diverse needs and pain points.
Service blueprints integrating business capabilities with customer interactions.

Strategic Roadmap

Detailed implementation plan spanning from preparatory activities in 2025 to scaled rollout completion by 2028

Sample Blueprint below:

My role as leader

Strategic Direction

Defined the long-term vision and strategic objectives for the SMART Networks Program.
Aligned the project with Barwon Water’s sustainability goals and customer satisfaction benchmarks.

Stakeholder Engagement

Organised and facilitated Catalyst Workshops with internal teams and stakeholders.
Led targeted follow-up sessions to ensure stakeholder alignment and address emerging challenges.

Customer and Stakeholder Research

Directed qualitative research, including stakeholder interviews and customer feedback sessions, to identify pain points and expectations.
Integrated research findings into actionable customer value propositions and personas.

Experience Design

Guided the development of customer journeys and service blueprints tailored to diverse customer segments.
Prioritised “moments that matter” to enhance the customer experience throughout the SMART meter rollout.

Technology Planning and Execution

Oversaw the evaluation and implementation of critical technology systems, including CRM and notification platforms.
Directed roadmap development to ensure scalability and efficiency in system deployments.

Governance and Communication

Ensured effective project governance through regular stand-ups, showcases, and Steering Committee sessions.
Maintained transparent communication with stakeholders and executive leadership.

Modern customer flow for the future of water