MidCoast Water

Since implementing OneWater, MidCoast Water has been able to track customer requests and deliver customer service in a timely, well-informed manner.

“With our previous system, we would take a phone call and manually raise the order, sending that out and then relying on phone calls coming back to track the progress,” said Mr Cooke.

“We didn’t really have any systematic way of tracking interaction with the customer.”

MidCoast Water is now in the process of rolling out phase three of OneWater, which will focus on eServices and mobility, ensuring fast and efficient customer service.

“We’re rolling out eServices to reduce the load coming across the counter to our customer service area,” said Mr Cooke.

“Customers will be able to use self-service to pay their bills, log requests, and make inquiries. That will open up the service hours to our client base.”

Instead of waiting for staff to return to the depot to receive job requests, mobility will ensure staff can access work orders from any location, at any time, on any device.

“OneWater enables us to improve our customer service process, from logging a customer request to raising the work order, completing the work, updating the work order and notifying the customer,” said Mr Cooke.

“With mobility, work orders will be available to staff out in the field, and they will be able to respond to work orders more quickly.”

Mr Edge added: “OneWater enables us to review our processes and their functionality. In doing so, it helps us evolve those business processes to become more efficient in the way we operate, to better serve our customers".

Prior to implementing OneWater, MidCoast Water had reached a critical point where its old systems were becoming unsupported and weren’t coping with the evolving demands of the organisation.

“We had pretty much a burning platform. We needed to transfer onto a new system at that point,” said Mr Cooke.

“The water industry, our community, and our business are in a state of continual change, and it’s important we plan to ensure our future sustainability. We know that new information and technologies will emerge, and that a range of possible climatic, political and social changes may occur. To survive in this complex environment we need to be flexible and look outside our traditional roles.”

MidCoast Water went to market looking for a single source of truth with an integrated ability to track finances, allocate and control work, capture asset information, and close the loop on business financials and asset information. The council found TechnologyOne provided the flexibility and adaptability it was seeking, along with maturity and stability in the industry.

“TechnologyOne has a good market share and a good user base that is moving forward with its functionality,” said Mr Cooke.

“Ci Anywhere timesheets have been a great success with staff, enabling them to report in real-time, make leave applications, and check details. Also, managers find the ability to approve timesheets and leave requests via email a great benefit.

“Implementing OneWater has enabled us to better define our business processes, which has in turn streamlined our operations and improved the way we work.”