TasWater says it is making big strides in automating parts of its operation. 

The state-owned utility has been running what it calls the ‘Retail Value Creation Program’; removing duplication, streamlining services where possible and introducing smarter automated processes.

An example of one of the changes for customers is the substantially automated Change of Ownership process.

When a property is sold, the vendor’s solicitor or conveyancer can now complete a simple online form.

“This change has proved popular – over 60 per cent of ownership changes are now done through this faster and easier process,” Ms Mahnken said.

Another key benefit of the program is the increased assistance now available for vulnerable Tasmanians.

“Before the program’s implementation, there were only a few proactive ways to help our customers who were experiencing financial hardship,” program manager Kendall Mahnken says.

“The new case management system provides more ways to assist our customers, which is

particularly timely with some Tasmanians still impacted by the COVID-19 pandemic.”

“Through personalised and confidential discussions with a case manager, our customers can be assured we will do whatever we can to support them through financial difficulties. This could be through extensions to due dates or longer-term payment arrangements.”

TasWater says the program has helped improve the reliability of services for customers in billing and payment support.

“Even though we have successfully implemented these measures, we know our work is not finished,” Ms Mahnken said.

“We will keep improving our processes wherever possible to be more reliable and responsive to the needs of our people, our customers and all Tasmanians,” Ms Mahnken said.