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24 Multi-skilling Country Energy’s people have specialised skills and experience developed over 60 years in managing regional networks. Our field employees in particular are multi-skilled, which has proved a highly efficient and practical way of constructing and maintaining a geographically dispersed network. Multi-skilled employees often prevent the need to call on specialist teams who may be several hours away from a worksite. While our success can be partly attributed to our unique, decentralised structure, some highly specialised technical functions, such as zone substation and sub-transmission powerline design and construction, as well as overall asset maintenance strategies and policies are more centralised. This ensures state-of-the-art capabilities in areas where technological improvement is a constant. Price and equity In July 2004, we introduced a regulated retail price change for all electricity customers. In July 2004 and May 2005, retail price changes were introduced for regulated gas customers in the Wagga, Wagga, Uranquinty Cooma, Bombala, Tumut and Gundagai regions. All changes were within specific limits set by the New South Wales pricing watchdog, the Independent Pricing and Regulatory Tribunal (IPART). These changes were the first under IPART determinations, effective from July 2004, which allowed for modest network price increases over five years and regulated retail electricity prices over three years. We also continued a program to introduce a uniform price list for all new connections. This is part of a longterm plan to consolidate ‘inherited’ prices, ensuring an equitable pricing structure for all. Security Significant work was undertaken this year to enhance our business continuity management capability, including the development of detailed business continuity plans to ensure the ongoing viability of critical processes. Our corporate crisis management and recovery program was also tested and refined in simulation, to ensure all employees involved in a crisis recovery are trained and prepared to respond. Our peak security group continued to develop and review security management plans for our most critical assets, including zone substations and major transmission and distribution powerlines, as well as overseeing progress towards certification against Australian Standard 7799 – Information Security Management. Improved information protection and security practices have been implemented to ensure security incidents, such as computer virus attacks and fraudulent access to systems, are contained to a minimal level. The team’s vigilance and advanced systems helped to respond successfully to a number of potentially significant attacks on our systems that affected other corporations worldwide, preventing downtime and information losses. A new security manual was added to our policy library, aimed at preventing security issues – from access to work sites and protecting valuables to armed robberies, threatening phone calls and suspicious mail packages. A guide is also being developed to help employees understand their personal rights and responsibilities. Both documents are part of an overall campaign to increase security awareness. Future goals – full certification of corporate data systems against Australian Standard 7799, ongoing review and refinement of business continuity planning response capability, and development of an improved emergency response framework. Taking the world stage Country Energy received international accolades when we were the only Australian company to win an award at the 2004 Utility Award – taking home the Utility Customer Relationship Management (CRM) Award for Australia and the Asia Pacific. The award related to our integrated Customer Information System (CIS) and CRM areas and specifically, the successful deployment of new CIS billing software known as Energy. The awards were contested by utilities from virtually every corner of the globe – from gas and water companies to municipal utilities and other energy companies. Our CIS is the backbone of our business and ongoing upgrades and enhancements are vital to our future success. Energy enables end-to-end customer management in one system, ensuring better levels of customer service. A second award was presented to our General Manager Information Services, Patrick Cooper, who was named Chief Information Officer (CIO) of the Year (for small to medium businesses) at the third annual IT & T Awards. He was one of three individuals recognised this year for being “a driving force for the adoption and execution of best-practice technology”. COUNTRY ENERGY ANNUAL REPORT 2004–2005
Information services In addition to Energy, our business boasts advanced information systems for all functional activities, including billing, financial management, asset management, meter data collection, geographical information and a leading edge interactive website. We also have the ability to remotely monitor and control the electrical network, several hydro-generators and our Wagga Wagga gas operations. In addition, our radio control network is considered the strongest of its kind in New South Wales. Our Information Services division made several changes throughout the year to improve the way the team supports other business units. One of these changes was a new divisional structure, while another was the introduction of new business activities that reflect leading global practices. Future goals – overcome the information services (IS) and logistics challenge of integrating Australian Inland customer records into one system following the merger. Telecommunications Several milestones were reached during 2004-2005 in our bid to roll-out new and improved broadband telecommunications across country and coastal New South Wales, pursue fresh telecommunications opportunities and strengthen our multi-utility status. The installation of broadband cables on power poles is a popular development in the telecommunications industry, providing infinite opportunities to roll-out broadband and deliver longer-term benefits, especially for remote communities. By opening up fibre optic networks on powerlines, we are fully utilising existing infrastructure, accommodating new broadband services and helping to realise the potential for telecommunications services in country areas. The focus is on delivering telecommunications services through fibre optic cable, wireless local loop and potentially, powerline communications. Broadband powerline Our exploration of Broadband Powerline (BPL) and Powerline Communications (PLC) technology continued, culminating in a technical trial in Queanbeyan. BPL enables powerlines to be used for high-speed data transfer in much the same way as copper wire or fibre optic cable. By utilising our existing network, BPL technology could provide Country Energy with faster and more cost effective ways to manage some of our network activities. The technology could also provide broadband telecommunications services to areas where telecommunications infrastructure is absent or existing alternatives are expensive. Following bench testing in our laboratory, the technical trial has successfully demonstrated the merits of BPL when applied to broadband internet, voice services and automated meter reading. Exploration will soon be increased to include a 200 megabit system in a further 20 homes. Comprehensive analysis and additional bench testing will take place before a decision is made about the commercial viability of wider BPL deployment. 2004-2005 target – implement BPL trial to demonstrate benefits Outcome – trial successfully implemented Future goals – expand the trial to assess full potential. Voice over internet protocol During the year, BPL technology passed a major milestone, with Australia’s first successful delivery of Voice over Internet Protocol (VoIP) across a BPL network. The VoIP calls were successfully linked to land line and mobile phones as part of a trial being carried out in Queanbeyan by Country Energy and Australian broadband phone company engin. This technology has the potential to provide affordable broadband access without reliance on existing service delivery options, as every power point becomes a broadband delivery point. Future goals – continue 18 month trial, followed by assessment. Fibre Towns A major achievement for our telecommunications division in the past 12 months was the installation of fibre optic cable on existing infrastructure in 16 country and coastal towns. Known as Fibre Towns, the initiative was a joint project between Country Energy, the New South Wales Office of the Chief Information Officer and Soul Pattinson Telecommunications (SPT). State and Federal funds were provided for the fibre network construction. 25 COUNTRY ENERGY ANNUAL REPORT 2004–2005
Page 1 and 2: Becoming Australia’s leading util
Page 3 and 4: Priorities in 2004-2005 Country Ene
Page 5 and 6: A leader in safety 5 COUNTRY ENERGY
Page 7 and 8: Detailed audit schedules have been
Page 9 and 10: Workers compensation In addition to
Page 11 and 12: A successful national retailer 11 C
Page 13 and 14: Looking inside We recognise that ou
Page 15 and 16: This resulted in the campuses reduc
Page 17 and 18: The best network manager 17 COUNTRY
Page 19 and 20: The table below highlights some exa
Page 21 and 22: • Large snowfalls in the Snowy Mo
Page 23: Vegetation management The managemen
Page 27 and 28: A responsible environmental manager
Page 29 and 30: One of the most rewarding aspects o
Page 31 and 32: Our increasing involvement in proje
Page 33 and 34: Waste management A code of practice
Page 35 and 36: A valued part of the community 35 C
Page 37 and 38: Increased presence Our program of r
Page 39 and 40: Nu 1000 0 2002-2003 2003-2004 2004-
Page 41 and 42: Sponsorship spend $82,424 $125,000
Page 43 and 44: An employer of choice 43 COUNTRY EN
Page 45 and 46: Apprentices by region / operational
Page 47 and 48: Employees also initiated a fundrais
Page 49 and 50: Employee assistance program Country
Page 51 and 52: Our Executive Craig Murray - Managi
Page 53 and 54: Director Current appointment Board
Page 55 and 56: Risk management Country Energy appr
Page 57 and 58: Executive remuneration At the end o
Page 59 and 60: Consultants A total of $1.3 million
Page 61 and 62: • Electricity Industry Act 2000 N
Page 63 and 64: Financial statements contents Indep
Page 65 and 66: Statement by Members of the Board 6
Page 67 and 68: Statement of Financial Position as
Page 69 and 70: Notes to the Financial Statements f
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Notes to the Financial Statements f
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Customer information The following
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Index A Achievements inside cover A
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