Innovation
What we asked...
Should Icon Water invest in order to innovate?
What you told us...
There is a sense of community pride in Canberra being an ‘innovator’. Many participants saw Icon Water’s current level of investment in innovation as being too low.
- Six-in-ten participants in the deliberative deep-dive process supported Icon Water shifting from ‘Supporting’ to ‘Driving’ innovation, as long as investment is carefully targeted to build on what already exists in other jurisdictions and ultimately provides returns to customers through lower bills.
- Good levels of support were seen in the quantitative customer survey, with two-thirds supporting more spend in this area.
What we asked...
Should Icon Water reduce the timeframe for its digital meter program and do customers want to pay for this?
What you told us...
The future use of digital meter technology was supported by participants. The objectives of this technology are to minimise water use, to identify hidden leaks and minimise water loss across the network and to help avoid bill shock from Tier 2 water charges were understood.
- Half of participants in the deep-dive deliberative process supported investment in a digital meter rollout. However, upon further discussion several expressed confusion about why an ongoing charge would be applied to all properties from the start of the rollout. This confusion about why a charge would need to be paid in advance for something that many felt would increase automation –thus increasing efficiency and reducing manpower -reduced the appeal somewhat.
- When presented with a very short description, almost two-thirds of participants in the quantitative residential customer survey support more spend in this area.
- Modelling of customer willingness to pay revealed that, after seeing a detailed explanation about digital meters and the benefits of properties having one, customers stated they would pay a median yearly amount for five years of $53.09 at the 50th percentile, $27.01 at the 60th percentile and $12.93 at the 70th percentile to have a digital meter installed at their property.
Members of the Customer Advocacy Forum questioned how far reaching the benefits would be. It was asked whether landlords of rental properties would see enough benefit to opt in, as rental tenants, being non water bill ayers, would not be motivated to monitor a meter. It was recommended the accessibility of the technology be a consideration in the rollout, particularly for older citizens.