In 2017, 27 everyday Barwon Water customers came together to deliberate over what they expect and value most when it comes to water and sewerage services. The group grappled with technical inputs, weighed up complex options, and considered diverse customer needs to determine how to balance prices and services.
The process was underpinned by Barwon Water’s commitment to listen to, respond to and collaborate with its customers. The project had a wide range of positive impacts, and, ultimately, a transformative effect on the organisation and its relationships.