After completing its 2023–28 price submission, Westernport Water wanted to demonstrate accountability to its customers throughout the regulatory period. The organisation needed a way to track progress against its commitments and keep customers involved in decisions about service performance.
In partnership with Tingwall, Westernport Water established the Customer Assessment Panel (CAP). Each year, the CAP convenes to assess the corporation’s performance against the Outcomes in its price submission. Members rate performance against key metrics, provide feedback on delivery, and recommend adjustments to Outputs or targets where required.
With Tingwall’s support, the CAP has become a vehicle for open communication and greater transparency.
“We were thoroughly impressed with the survey and engagement services provided by Janine and James from Tingwall. They consistently met all of our expectations, delivering high-quality insights that helped guide our engagement with the CAP. Their professionalism, attention to detail, and clear communication made them a pleasure to work with. They demonstrated expertise and experience in survey design and engagement, and customised the engagement to our specific needs and timelines. We look forward to working with Tingwall again and highly recommend their services to anyone in need of reliable and expert customer engagement services.” – Geoff Russell, Westernport Water
Tingwall has played an important part in developing the concept of performance stewardship. Our experience with Westernport Water is the most up-to-date manifestation of our commitment to providing customers with the opportunity to give feedback on whether or not they are getting what they are paying for.
The insights piece below describes the evolution of the idea of performance stewardship and what best practice looks like for corporations large and small.
