Water Conservation Comply Service Plan includes water conservation initiatives and measures Drought Management Comply Management Plan updated in 2014 Performance Monitoring Comply – See Section 10 of this document Integrated Water Cycle Management Comply - IWCM Plan adopted in 2009 and new water and sewer strategies developed in 2013 2.3.2 Compliance and Performance Requirements As indicated above, Shoalhaven Water operates in a governance framework that requires both formal reporting and compliance certification within the local government structure, with additional requirements as a Local Water Utility. The table below summarises these requirements. Type Source Requirements Relevant to and Sewer Strategic Requirements Integrated Planning and Reporting (IPR) Guidelines Community Strategic Plan – main priorities for a 10 year timeframe Resourcing Strategy – Provision for : long term financial planning – 10 year horizon workforce management planning– 4 year horizon asset management planning – 10 year horizon Delivery Program – Adoption by 30 June election of new Council Operation Plan –Annual sub-plan of the delivery program to be adopted by 30 June each year Annual Report – Prepared within 5 months of the end of financial year, outlining Council’s achievements in implementing delivery program, including financial statements. of the Environment Report – forms part of annual report in the year of the ordinary Council elections - requires compliance with OLG State of the Environment checklist (includes water as an environmental sector) National Initiative (NWI) National Annual Performance Reporting NSW Office Water Best Practice Management Guidelines Annual Performance Reporting Annual Waste Concurrence Reports
data results are independently audited every four years and only Utilities that achieve full compliance with the audit are contained within the benchmarking results. Shoalhaven Water is fully compliant and is able to report on all the NPR Indicators. There is always a time lag in publication of the data with the annual results promulgated in late April of each year. The results are shown for the previous financial year and Shoalhaven Water aims to achieve an outcome which surpasses the median average. The results below are related to the Customer Service Plan and include a range of indicators with strong links to customer responsiveness. , are the latest available at the time of release of the Customer Service Plan version. The full reporting suite of Indicators can be found through the Bureau of Meteorology website. Section and Target Indicator Shoalhaven Result Average Result (Non Major Water Resources (Partial Indicator of Customer Responsiveness to Demand Management Initiatives) < Average Result *W12 Average annual residential water supplied (kL/property) 148 221 > Average Result *W26 recycled water supplied (Megalitres) 2352 2225 Assets (Partial Indicator of Customer Service through the condition of the sewerage network) < Average Result *A8 Water Main Breaks (Number per 100km of water main) 9.5 14.5 < Average Result *A11 Real Losses of Water (Litres per service connection per day) 57 87.3 < Average Result *A14 Sewerage Main Breaks and chokes (Number per of sewer main) 8 29 < Average Result *A15 Property Connection sewer breaks and chokes (Number per 1,000 properties) 0.2 5 Customers (Direct Indicator of customer service performance across a range of core functions of a utility) < Average Result *C9 Water Quality Complaints (Number per 1000 properties) 0.3 3.0 < Average Result *C10 Service Complaints (Number per 1000 properties) 0.3 17.3 < Average Result *C11 Sewerage Service Complaints (Number per 1000 properties) 0.6 8.01 < Average Result *C12 Billing and Account Complaints – water and sewerage (Number per 1000 properties) 0.1 1.5
Social - Health 18 Supply Coverage (% of Urban Population with reticulated water supply) 99.2 99.6 Environmental – Natural Resource Management 35 Energy Consumption per Megalitre (kilowatt hours) 518 620 Economic - Finance 42 Current replacement cost per assessment ($) 11,800 16,500 44 Return on assets – (%) 1.6 1.1 47 Loan payment per property – Water ($) 11.00 64.00 Economic – Efficiency 48 Operating cost (OMA) per 100km of main ($’000) 861 1,290 50 Operating cost (OMA) per kilolitre (cents) 87 126 51 Management cost ($/property) 131 140 52 Treatment cost ($/property) 38 58 54 Energy cost ($/property 19 25 55 Water main cost ($/property) 49 74 Sewerage (100% Compliance Implementation of NSW Best Practice Management Framework) Section Indicator Shoalhaven Water Result Statewide Median Result Utility – Characteristics 4 New residences connected to sewerage (%) 1.9 1.0 7 Renewals expenditure (% of current replacement cost of system assets) 0.5 0.5 8 Employees per 1000 properties 2.4 1.6 Social – Charges & Bills 14 Non-residential sewer usage charge (c/kl) 130 136 Social - Health 16 Sewerage Coverage (% of Urban Population with reticulated sewerage service) 97.8 97.9 Social – Service Levels 21 Odour complaints per 1000 properties 0.2 1.0 Environmental – Natural Resource Management
Education of community on impact of inappropriate plumbing connections Prioritisation of remediation work on main gravity sewers Regulatory activities in priority areas regarding illegal sewer connections Develop and implement community education and engagement program Analyse and prioritise catchments and for relining/rehabilitation program Develop program of engagement and actions with community in high priority areas Business and Customer Service Operations Operations Objective 5- Customers are satisfied with the service delivered Strategy Actions Responsible Area Ongoing measurement of customer level of satisfaction through feedback Customer surveys and feedback initiation as per customer service plan Business and Customer Service Objective 6-Ecologically sustainable systems whose environmental impacts are acceptable to community and regulators Strategy Actions Responsible Area Capital works planning and construction actvities include consideration of renewable energy resources Renewal program planning includes climate variability and coastal erosion risks Manage assets in accordance with Operating Environmental Management Plans (OEMPs) panels to be provided for new buildings if economically viable Review OEMPs for currency every 4 years Planning and Development ; Operations Operations Objective 7- System operation ensures facilities deliver quality, capacity and reliability to design requirements at the minimum long term cost Strategy Actions Responsible Area Operate system at all times in accordance with documented System Operating procedures and rules, and due diligence program Review system operating rules to identify opportunities for cost savings and efficiency improvements Review risk register annually to ensure operational risks are appropriately addressed Operations Operations