Annual Report 2011 - Watercare

Watercare Services Limited
2011 ANNUAL REPORT
performance summary
Watercare measures and manages its sustainability performance against 42 targets within eight focus areas. The focus areas
are: safe and reliable water; healthy waterways; health, safety and well-being; customer satisfaction; stakeholder relations;
sustainable environment; effective asset management; and sound financial management. The chart below shows Watercare’s
performance this year against a target of 100 per cent.
focus 7
focus 8
SCORE
93%
SCORE
99%
Percentage
100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
SCORE
96%
98%
SCORE
focus 1
focus 2
key
80%
Company
target
100
90
80
70
60
50
40
30
20
10
SCORE
85%
SCORE
84%
focus 6
focus 6
SCORE
93%
SCORE
92%
focus 3
focus 3
focus 5
focus 5
focus 4
focus 4
Highlights
1 Safe and reliable water 96%
In 2010/11, Watercare has:
• Continued to supply quality drinking water to Auckland residents
and businesses
• Integrated 14 rural water treatment plants and associated networks
into the company.
Outlook: Progress the $13 million Pukekohe water supply upgrade work.
2 Healthy waterways 98%
In 2010/11, Watercare has:
• Continued to meet high wastewater discharge standards and levels
of service with the metropolitan plants
• Integrated Rosedale and Army Bay as well as 17 rural wastewater
treatment plants and associated networks into the company and has
undertaken to upgrade the rural plants by 2020.
Outlook: Continue planned infrastructure maintenance and renewals
projects to improve the health of regional waterways.
3 Health, safety and well-being 84%
In 2010/11, Watercare has:
• Sustained staff and contractor focus on health and safety
• Implemented a number of continuous improvement initiatives.
Outlook: Continue investment in staff development and training.
4 Customer satisfaction 92%
In 2010/11, Watercare has:
• Integrated customer service teams
• Improved service levels in all contacts with customers.
Outlook: Ensure continuous improvement in the timeliness of responses
to complaints.
5 Stakeholder relations 93%
In 2010/11, Watercare has:
• Developed a new Statement of Corporate Intent in consultation with
Auckland Council
• Continued to work closely with environmental and Maori advisory groups.
Outlook: Work with the shareholder on wastewater tariff communications.
6 Sustainable environment 85%
In 2010/11, Watercare has:
• Expanded the focus of reducing the impact of midges and odours to the
communities surrounding the wastewater treatment plants and networks
acquired through integration
• Continued to seek ways to reduce the impact of activities on the
environment.
Outlook: Continue staff sustainability initiatives such as Zero Waste.
7 Effective asset management 93%
In 2010/11, Watercare has:
• Completed a Regional Water Demand Management Plan
• Retained focus on efficient use of capital and continuous improvement
in maintenance expenditure.
Outlook: Complete the Asset Management Plan covering the period
1 July 2012 to 30 June 2022.
8 Sound financial management 99%
In 2010/11, Watercare has:
• Maintained focus on meeting interest targets and financial ratios
• Continued focus on procurement efficiency and reducing operating
expenditure.
Outlook: Maintain our focus on leveraging efficiencies and gains from the
integrated company.
Performance summary
PAGE 3
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