SA Water’s Trade Waste customers range from small commercial cafes, through to major industrial businesses who pay a fee based on the metered volume and type of pollutants discharged into the sewerage network. Nova Systems completed a Trade Waste Customer Focussed Improvement Project which included assisting with developing a coordinated future strategy to leverage emerging opportunities, while delivering the service that SA Water’s trade waste customers expect.
Nova applied a “system thinking” approach to develop solutions for SA Water which included: stakeholder engagement; identifying improvement initiatives across compliance, asset management, pricing and customer solutions; and a risk and opportunity assessment to review, challenge and build upon the initiatives, and to support the prioritization process. The implementation of the customer approved reforms and overarching plan was managed by Nova Systems. The project has supported an increased customer service focus with employees taking clear ownership of problems, and tailored solutions being developed to address SA Water customer’s challenges in complying with regulatory requirements.