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Auckland Council – Driving customer value through service delivery excellence


In 1997, Watercare Services awarded Veolia a contract to undertake the maintenance of the water and drainage pipes in Papakura, as well as setting tariffs and customer billing.

Auckland Council
 

THE CHALLENGE

Papakura is a southern district of Auckland on New Zealand’s North Island.

With a focus on the sustainable supply of high quality water at affordable rates to end users, Watercare Services required a partner to operate and maintain its water distribution network of hundreds of kilometres of water and wastewater mains to the highest standard.
 

THE SOLUTION

In 1997, Watercare Services awarded Veolia a contract to undertake the maintenance of the water and drainage pipes in Papakura, as well as setting tariffs and customer billing. This was Veolia’s first New Zealand contract and when service commenced, it was the only private sector water concession contract in the country.

Veolia’s scope includes periodic, routine and emergency maintenance under an initial 30 year contract, with the option to extend the contract for a further 20 years.

Veolia provides maintenance services necessary to support:  
  • 361 kilometres of water mains
  • 268 kilometres of wastewater networks
  • 17,000 water connections.

To date, optimal performance outcomes have been achieved through Veolia’s unique asset management approach. This consists of the collection of asset data at every data interaction, and complete assessment of all assets every five years. This grants Veolia a complete understanding of asset performance and enables improvements to budgeting, transparency and operational efficiency for all Watercare Services’ water network assets.

ASSET MANAGEMENT APPROACH FOR OPTIMAL PERFORMANCE OUTCOMES
Veolia’s operators are our maintenance front line. They are well equipped to effectively execute asset management tasks on a day-to-day basis, carrying out inspections and undertaking servicing and cleaning activities. This allows us to identify and appropriately respond to an asset’s needs by continuously improving maintenance planning and assigning action priorities based on asset criticality and risk.
 

THE RESULT

  • Through Maintaining water and wastewater tariffs at the Auckland average, minimising costs and maximising value for Papakura residents
  • Integrated work management system to ensure satisfied stakeholders
  • Collection of data at every asset interaction has improved the understanding of network asset performance and the replacement schedule
  • Qualified personnel using best practice and network management procedures have safeguarded public health and ensured compliance with all standards
  • Installation and implementation of asset management tools creates a full record of inspections and failures, creating increased reporting capability.
 

KEY FIGURE

  • Providing drinking water for 48,000 people
  • 97 per cent customer satisfaction
  • 17,000 water connections.