Annual Report 2011 - Watercare

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Watercare Services Limited 2011 ANNUAL REPORT Performance measures Watercare measures its performance against 42 targets in eight focus areas. Safe and reliable water Management of water resources to provide a safe and reliable water supply. Healthy waterways Management of wastewater discharges to maintain or improve the health of the environment. Health, safety and well-being To be an industry-best workplace. Customer satisfaction Providing customers with great service and great value. Stakeholder relations To be responsive to stakeholder requirements. Sustainable environment To minimise and/or mitigate the adverse impact of the company’s operations on the environment. Effective asset management Managing assets to ensure the use of existing assets is maximised while optimising the scope, timing and cost of new investments. Sound financial management Management of the company to meet business objectives at the lowest cost. HOW TO READ THE PERFORMANCE RULERS (Pages 20-57) Watercare uses performance rulers to measure achievements against 42 targets in the eight focus areas shown above. Achieved Not achieved This year’s performance 2011 Measure and monitor demographic indicators Accredited employer with NZIS Freedom of association promoted Remuneration externally benchmarked Targeted employee development programmes identified Exit interview results Salaries assessed incorporated into on performance management decision-making Address demographic trends Targeted employee development programmes in place Performance and development reviews extended to all staff 88% 2007 2008 2009 2010 75 85 85 85 % % % % Previous four years’ results for comparison (if available) Where possible we show our performance over five years. In some areas, however, we have introduced new performance measures that reflect Watercare’s increased responsibilities and expanded asset base following legislation changes effective from 1 November 2010. For ease of reading, Watercare’s overall performance against targets in all eight focus areas is summarised on page 3. PAGE 2 Return to Contents page
Watercare Services Limited 2011 ANNUAL REPORT Serving the people of Auckland Watercare is proud to deliver outstanding and affordable water services to 1.3 million Aucklanders. Each day, we collect, treat and supply around 350 million litres of drinking water from dams, bores, springs and four river sources. Our water infrastructure includes treatment plants, reservoirs, pump stations and 8,825 kilometres of water pipes. Watercare collects, treats and disposes of wastewater at 20 treatment plants and operates 7,693km of sewers. The company also works with 1,740 business customers on the transfer, treatment and disposal of trade waste. We have been operating water and wastewater infrastructure in the Auckland region since our establishment in 1991, initially as a wholesaler supplying services to local network operators that served the public. From 1 November 2010, following legislative change, Watercare became responsible for retail water and wastewater services as well. We now have 611 permanent staff – including dedicated customer service teams at our East Tamaki customer centre – and operate assets valued at $7.8 billion. This year our total revenue was $373 million. The company does not operate to make a profit and it is prohibited by statute from paying a dividend to its shareholder, Auckland Council. Instead, the benefits are returned directly to Aucklanders as we aim to deliver outstanding and affordable water services in line with our company vision. From 1 July 2011, Watercare was able to reduce the price of water to $1.30 (including GST) per 1,000 litres, a region-wide price cut. This is due to the efficiencies generated by having a single water company. In Auckland today, seven litres of tap water costs less than 1 cent. From 1 July 2012, the retail price of wastewater services will also be standardised across the region and our shareholder has committed to consulting with the public on charging methods. CONTENTS Key to performance measurement IFC Serving the people of Auckland 1 Watercare’s networks 2 Performance summary 3 Sustainability impacts of company activities 4 Chairman's report 6 Directors’ profiles 9 Chief Executive’s report 10 Executives’ profiles 13 Onehunga gas explosion 14 Governance 15 Environmental Advisory Group 18 Maori Advisory Group 19 Focus 1: Safe and reliable water 20 Focus 2: Healthy waterways 26 Focus 3: Health, safety and well-being 30 Focus 4: Customer satisfaction 36 Focus 5: Stakeholder relations 40 Focus 6: Sustainable environment 44 Focus 7: Effective asset management 50 Focus 8: Sound financial management 54 Verification report 58 Financial report 59 Report of the Auditor-General 67 Statement of Service Performance 107 G3 cross-reference table 112 Index 116 Glossary 116 Watercare Services Limited PAGE 1 Return to Contents page
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