We know it is important for our customers to receive your water orders at the time and flow rate you requested.
A customer who wants to irrigate does so by placing a water order with GMW. Orders are placed through WaterLINE over the phone, online or by accessing our GMW app from a smart phone or tablet.
Through the Connections Project, most of our channel system has been modernised and automated but there are still unmodernised sections. In the majority of our system we require a minimum of 48 hours’ notice but in some parts of our system we require a minimum of 24 hours’ notice.
This extra notice enables planning to improve channel supply efficiency, reduces system losses and reduces the number of adjustments required at regulators.
We know it is important for you (our customers) to receive your water orders at the time and flow rate you requested. We would like to know how this can be best measured and quantified.
We currently measure our water delivery performance by the following service standards:
· percentage of orders delivered on day requested;
· percentage of orders within +/-10% of flow rate for 90% of time; and
· percentage of orders +/-40mm of supply level 90% of time.
Our targets are 93% for delivered on day requested, 80% for flow rates and 80% for supply levels. We currently meet these targets but we want to know if these service standards are still meaningful to you.
Why is this topic being considered?
We are committed to delivering water in a timely manner. This is important as you plan your day-to-day business operations on farm. We are interested in knowing how you measure our timeliness and what defines a successful irrigation order and delivery process. We report on the flow rate and channel supply level but we need to know if this is still important to you.
The modernised sections of channel are automated to ensure efficient and effective delivery of water. This automated system allows for multiple orders to be placed until the maximum capacity of the channel is reached. Continually changing demand (channel fluctuations) can increase the wear and tear on the mechanical components of the modernised system as well as the channel banks as the system adjusts to meet orders.
This may not have immediate impacts but is likely to impact the system in the long term, thereby increasing maintenance costs over time.
What are the decisions to be made?
· What defines a successful irrigation for you?
· Is delivering water on the same day as requested important? Or is the time of day more critical?
· How important is it to receive an order at the flow rate requested?
· Does the supply level at the outlet still need to be monitored and reported on?
· What is most important in an irrigation water order? Is it the date, time, flow rate or supply level?
· Would you be willing to have your orders staggered to achieve a more constant supply level and reduce wear and tear on modernised mechanical components and our channel banks?
How does this matter affect customers / stakeholders?
Customers have to plan in advance for their irrigation watering needs. They rely on GMW to deliver water when requested. Our current service standards around water delivery may not accurately reflect what you need from us.
What is not-negotiable in this topic?
· Our channel network operates within the constraints of the system (this will be outlined at the workshop).
· Our GMW channels cannot exceed capacity or be run over supply to give more flow.
· Customers must order their water.
What is negotiable in this topic?
· Delivery timeframes (within reason)
· Flow rate accuracy and accountability
· Importance of supply level at the outlet
What are the known, viable options?
· Leave the service standards as they are.
· Re-write the service standards to incorporate what matters most to you about water delivery.
If other options are identified, can they be considered?
Yes, GMW is committed to improving the water delivery process so if other options are identified they will be considered.