The Customer Hub is a key initiative of Sydney Water’s corporate strategy, enabling Sydney Water’s transformation to a customer-centric organisation.
The Customer Hub was established to improve the customer experience for anyone either experiencing a Sydney Water service fault or affected by a service interruption. It has been a significant move away from a traditional asset-centric philosophy of ‘fix the asset, fix the customer problem’, to a process that considers and minimises customer impact, provides proactive SMS/email communications and case management for customers, and seeks and acts on customer feedback in real time.
The project comprised of people, process and technology elements, with the Customer Hub team formed from four previously siloed teams. The Customer Hub commenced as a pilot covering the western population of Sydney (approx. 1 million people) and now covers the entire Sydney Water customer base (over 5 million people).