Annual performance scorecard 2023–2024 (year 1)
Introduction
Every five years, Barwon Water develops a Price Submission, a five-year plan that outlines our proposed water and sewerage prices, service standards, infrastructure and operational investments.
Barwon Water concluded its 2018-2023 Price Submission on 30 June 2023 and commenced its new five-year plan for 2023 to 2028 on 1 July 2023.
As part of our Price Submission, we committed to:
- continually involve our customers and community in our decision making;
- hold ourselves to account and honour what we said we would deliver;
- regular ‘check-ins’ with our customers and community to ensure their values are aligned with our service; and
- ensure our actions align with what our customers want us to do.
Barwon Water is working hard to keep customer bills affordable, while at the same time investing in critical water and sewerage infrastructure and initiatives to use more recycled water, reduce energy costs and help customers pay their bills and save water.
During 2023–2024 (the first year of our 2023-2028 five-year plan), we worked towards delivering four service outcomes our customers told us they most valued and expected from their water and sewerage services:
- Outcome 1 - Safe, secure, sustainable water
- Outcome 2 - Innovative, reliable services
- Outcome 3 - Healthier environment
- Outcome 4 - Trust, value and affordability
Summary of results
The table below summarises our overall performance for our first year delivering the 2023 Price Submission, using a traffic light system for each outcome, with an overall rating for the year.
| Outcome | 2023–2024 |
|---|---|
| 1. Safe, secure, sustainable water | ⬤ |
| 2. Innovative, reliable services | ⬤ |
| 3. Healthier environment | ⬤ |
| 4. Trust, value and affordability | ⬤ |
| Overall performance rating for 2023-2024 | ⬤ |
Each outcome has numerous indicators and our performance for each measure is summarised using the traffic light system similar to the table above.
The Essential Services Commission (ESC) uses the same methodology in tracking our performance and full details are available on the ESC website, which highlight our targets, results and detailed commentary. Please note these results may be updated once the ESC publishes their assessment in late-September.
Performance Highlights
Outcome 1: Lorne community and Barwon Water come together to discuss water future
Barwon Water’s new Lorne Community Working Group has met three times as part of the Lorne: Water, Your Say program, which was launched in May 2023. This group is helping Barwon Water design a sustainable and resilient future by sharing their knowledge, local insights and the community’s priorities and values. Learn more here.
Outcome 2: Major sewer pipeline upgrade for Barwon Heads
Barwon Water is progressing its upgrade of the sewer pipeline between the Barwon River and the Barwon Heads pump station on the Geelong Road and Barwon Heads Road. Works commenced in late February and are expected to be complete by late 2024. Learn more here.
Outcome 3: Special film night and precinct walk to honour Reconciliation Week
Barwon Water proudly participated in National Reconciliation Week 2024, themed "Now More Than Ever," with a series of events designed to educate and engage the community on the importance of reconciliation. Learn more here.
Outcome 4: Launch of new community grants
Barwon Water has launched a new grants program to create opportunities to access funding for a wide range of initiatives that benefit local communities.
Grants of up to $5,000 are available for community-led initiatives across the region, which helped save water, made the community a better place, improve the local environment and help people to be active, connected and included. Learn more here.