1. 2007/2008
Annual Performance
Review
- Auckland Water
Industry
Presenter:
Priscilla Chung – AWG Project Manager
Bassam Halabi – GHD Project Manager

2. Presentation Outline
Part 1 – Priscilla Chung
• Introduction
• Objectives
• Project Management Structure
• Programme
• Benefits
Part 2 – Bassam Halabi
• Benchmarking
• Selected results from the Auckland
annual performance review

3. Part 1
Presented by
Priscilla Chung
Manukau Water Limited
AWG Project Manager

4. Participants

5. • $667 million turnover
• 1.32 million people served
• 141 million m³ of water produced
• 145 million m³ of wastewater
produced
• 22,135 km of pipes
• 870 full time employee
• Over 1,000 contractors
Auckland Water
Industry

6. Purpose
TRANSPARANCY
IN PERFORMANCE
Knowledge
Exchange
Reporting
Facts to Customers
Celebrate
Regional
Achievements
Benchmarking
Accountability
Continuous
Improvement

7. Project Team
AWG
Sponsor
Manukau Water Limited
Priscilla Chung Mark Reynolds
Project Manager Design Manager
Participating
Organisations
Lead persons
appointed for data collation
Data Collection,
Analysis &
Auditing
GHD
Design &
Printing
Consultant
Inside Groups

8. Report
Can be downloaded in the following link:
http://www.manukauwater.co.nz/About%20Manukau%20Water/reports_and_publications.htm

9. Reported Measures
Environmental
• Beach / Lagoon warning days
• Separate / combined sewer
overflow events
• Environmental infringement notices
or abatement notices
Customer Service
• Written complaints response
• Average operator connect time
• Customer satisfaction
• Information languages
• Iwi relationship
Quality of Service
• Lost time injury frequency rate
• Water interruption frequency and
duration
• Sewer break and chokes
• Habitable floor flooding complaints
Cost and Value
• Price of water, wastewater &
stormwater
• Non-revenue water
• Leakage m3/km/day
• Water loss litres/connection/day
• Revenue and costs per property

10. Launching Function

11. Media Coverage

12. Benefits
Transparency Accountability
Better understanding
Opportunities for improvement
Improved efficiency & effectiveness
Pricing
and cost
Performanc
e Value for
money
Environmental
stewardship
Service
reliabilityWater
demand

13. Part 2
Presented by
Bassam Halabi
GHD Limtied
Consultant Project
Manager

14. Benchmarking-
Process

15. Highlight- Water
Consumption

16. Highlight- Non
Revenue Water

17. Cost of
Service/Property

18. Cost of Service/
Property-Breakdown
Stormawater
21%
Wastewater
45%
Water
34%

19. Price for Standard
Residential User
(200m3/yr)
Effective Weighted Average Costs for Standard Residential User
$243 $250 $259 $261 $256 $268 $279
$354 $380 $392 $392 $383 $370 $378 $394 $420
$254$257
$597
$640 $624 $633
$662
$699$597 $609 $628 $645 $654 $668 $685
$708 $720
$653$651$630
5.59%4.52%1.50%-2.50%-2.0%0.3%3.3%5.5%
$-
$100
$200
$300
$400
$500
$600
$700
$800
1999/00 2000/01 2001/02 2002/03 2003/04 2004/05 2005/06 2006/07 2007/08
Total Charge p.a. inc GST
Water Charge Wastewater Charge % Annual nominal cost increase
CPIadjusted costs from 1999/2000 % Annual nominal cost increase

20. Prices of Other
Services/Residential
Household
$/annum
Water $ 279
Wastewater $ 420
Telecommunications $ 1,502
Petrol $ 1,981

21. Cost / Revenue
Ratio

22. Other Measures
• Environmental – clean beaches,
sewer overflows, infringements
• Customer service – complaints,
call centre, charter, satisfaction,
stakeholders
• Quality of service – lost of injury
frequency rate, interruptions,
flooding
• Details are in the report

23. Final Notes
• The Auckland water industry led the
way in New Zealand with its first
publication six years ago
• Benchmarking has helped the AWG to
improve water services across the
region
• Water consumption in AK is one of the
lowest in the Country
• Transparency helps to demonstrate
value for money
• More work is required to balance cost
vs revenue for stormwater service

24. Thank You