TasWater is set to embark on a new era, today launching a statewide public awareness campaign to reflect the positive change happening within the organisation in becoming more responsive to the needs of its customers.
The campaign has been developed in direct response to extensive, independent research commissioned by TasWater, to understand the perceptions and expectations of its employees, stakeholders, customers and the wider Tasmanian community.
The research identified four common community expectations:
1. Water will come out of the tap
2. Sewerage will be taken care of
3. Tap water will be safe to drink and will taste good; and
4. Someone will provide help when I have a problem.
TasWater General Manager Corporate and Community Relations, Juliet Mercer, said the campaign was self-effacing, acknowledging the reality that what the community genuinely wants is for TasWater to simply do its job and do it well.
“The research revealed minimal community awareness about what TasWater does and consequently, there is a level of discontent among customers with our water and sewerage services and rates,” Ms Mercer said.
“TasWater plays a critical role in the day-to-day lives of all Tasmanians, through the wonderful work of our near 850 employees – from our highly qualified scientists to our emergency response crews on the ground.
“Yet to date, the work we do has not always been understood, which we acknowledge reflects a gap in our communication with our customers.
“As an organisation, we are now turning a corner by being more responsive to our customers, thanks to the hard work of our dedicated employees.
“When the community understands the work we do, they will see our greatest asset is not our infrastructure but our people.”
TasWater is responsible for managing and maintaining:
▪ 208,219 water connections
▪ 182,289 sewerage connections
▪ 6,685km of water mains
▪ 4,764 km of sewer mains
▪ 995 water and sewerage pump stations
▪ 298 water distribution storage facilities; and
▪ 112 sewerage treatment plants.
The campaign – ‘We’re working harder so you can take us for granted’ – launches tonight with the first TVCs going to air on local commercial television stations. It will then run statewide across mainstream and regional television, radio, press, social media and on the sides of buses.
The campaign will be supported by direct communication with TasWater customers through a range of initiatives, including ongoing community engagement, regional media and education programs.